Nationwide mobile phone insurance

emeralddreams

Looking for advice.
My s23 ultra (dual sim) phone was recently stolen. Have the above insurance and was sent a refurbished replacement which was not dual sim. Spoke to an agent who sent out a replacement.

The replacement also was not dual sim. Spoke to another agent who advised that as per the t&c's this is considered a dual sim as has 1 physical and esim capabilities.

I explained I understand what was being said but if it's a like for like replacement why am I not being given that. Long story short I asked for a complaint to be raised.

The complaints team reiterated the same point. I also had chked the t&c's which advised that a like for like replacement will be provided unless it is a limited edition item etc. If one isn't available they will provide a list of alternatives for me to choose from.

I advised the complaints team of this and they advised that they no longer stock dual sim phones and no other option is available.

Do I have a case to take this forward to fca?

I work in the industry and I travel a lot and have struggled in some countries to get an esim easily and  didn't want to remove my own sim. Hence, I specifically purchased a dual sim phone. Really disappointed with the response I've received and feel let down by yet another insurance company.

BarelySentientAI

Ask for a cash settlement and buy yourself whichever replacement you want.

DullGreyGuy

BarelySentientAI said:

Ask for a cash settlement and buy yourself whichever replacement you want.

Though remember they can reduce the settlement to represent their corporate discount. 

They've given you a dual sim phone, it's debatable if dual physical sim and one physical and one electronic sim is substantially the same or not. 

What's your reason to particularly need physical sims? Obv this site heavily promotes esims for travel etc which wouldn't work with a physical sim only device.

savergrant

DullGreyGuy said:

BarelySentientAI said:

Ask for a cash settlement and buy yourself whichever replacement you want.

Though remember they can reduce the settlement to represent their corporate discount. 

They've given you a dual sim phone, it's debatable if dual physical sim and one physical and one electronic sim is substantially the same or not. 

What's your reason to particularly need physical sims? Obv this site heavily promotes esims for travel etc which wouldn't work with a physical sim only device.

I have an s20 which has two sim slots AND an esim option, so I would guess that is what the op had on the s23. So that is the 'have your cake and eat it' scenario. The op would have the option to go second physical sim if there wasn't an esim option available.
The insurance company appears to be contradicting themselves by saying that the phone they have sent out is dual sim but also saying that they no longer stock dual sim phones.

400ixl

It is a dual sim phone, just not dual physical sim which most of the premium brands are moving away from (soon they will be just esim only.

Why not move your main sim to an esim and then keep the physical sim for where you need to use one when abroad?

emeralddreams

Some countries I've travelled to don't have esims at kiosks and in some cases esims are only available from a network shop which isn't convenient and in the past have had to remove mine and try and find a safe location to avoid losing somethingthat small or scratching it.

Everyone still sells physical cards at kiosks until everyone starts selling esims easily I need the dual sim option which is why I had purchased it. I guess I'm going to have to make the complaint as the insurers have closed the case and are unwilling to compromise...which I also would have accepted.

DullGreyGuy

Which is why my UK sim is an esim and the physical sim slot is used for travelling. 

savergrant

DullGreyGuy said:

Which is why my UK sim is an esim and the physical sim slot is used for travelling. 

But can you have two esims active at the same time, should you find the best option for travel is an esim? On my phone the options are sim 1 and sim 2, or sim 1 and esim. There is no option to deactivate sim 1 and use two esims simultaneously.