Stolen 'phone: getting documentation from BT

Voyager2002

My insurer has asked me to provide documentation from BT (who provide my SIM-only contract) to support a claim for a stolen handset. Does anyone know an email address or similar that can be used to contact BT mobile services? And are they likely to provide the following documents?

I have been asked to provide (i) confirmation that my handset was used on their network; (ii) confirmation that it has now been blacklisted. Since BT only provide the SIM, which has been used in many different handsets over the years, is it likely that they can provide these? And if so, how on earth do I contact them to make the request?

My handset was actually stolen in Cuba. At the time it held a Cuban SIM while my BT SIM was safely in storage.

My sense is that the insurer is simply making ridiculous demands in order to deter as many claims as possible.

eDicky

Yes, I wouldn't doubt that insurance companies are inclined to make extraneous documentation demands to help avoid paying claims.

Networks register and should have a complete record of the IMEI numbers of handsets used with their SIMs. How you would obtain this information from BT, I'm afraid I wouldn't know, apart from starting with the normal way to contact customer service.

housebuyer143

Voyager2002 said:

My insurer has asked me to provide documentation from BT (who provide my SIM-only contract) to support a claim for a stolen handset. Does anyone know an email address or similar that can be used to contact BT mobile services? And are they likely to provide the following documents?

I have been asked to provide (i) confirmation that my handset was used on their network; (ii) confirmation that it has now been blacklisted. Since BT only provide the SIM, which has been used in many different handsets over the years, is it likely that they can provide these? And if so, how on earth do I contact them to make the request?

My handset was actually stolen in Cuba. At the time it held a Cuban SIM while my BT SIM was safely in storage.

My sense is that the insurer is simply making ridiculous demands in order to deter as many claims as possible.

I'm not sure how you can claim a stolen handset from what they have asked. Your BT SIM wasn't stolen so I imagine it's not disconnected? 
How does BT know your handset was used on their network? They didn't sell you the phone. 

I don't think you are going to get far with the request. Go back to the insurer and tell them that the Cuban SIM was in the phone and your handset is not on contract.

Voyager2002

housebuyer143 said:

Voyager2002 said:

My insurer has asked me to provide documentation from BT (who provide my SIM-only contract) to support a claim for a stolen handset. Does anyone know an email address or similar that can be used to contact BT mobile services? And are they likely to provide the following documents?

I have been asked to provide (i) confirmation that my handset was used on their network; (ii) confirmation that it has now been blacklisted. Since BT only provide the SIM, which has been used in many different handsets over the years, is it likely that they can provide these? And if so, how on earth do I contact them to make the request?

My handset was actually stolen in Cuba. At the time it held a Cuban SIM while my BT SIM was safely in storage.

My sense is that the insurer is simply making ridiculous demands in order to deter as many claims as possible.

I'm not sure how you can claim a stolen handset from what they have asked. Your BT SIM wasn't stolen so I imagine it's not disconnected? 

That is my thinking. I am now using the same SIM in a replacement handset, so I don't see what BT have to do with the matter.

As for "evidence of usage": surely if I bought a handset as a present or whatever, and then had evidence (police report) that it had been stolen, I would expect to be insured just the same. I cannot see why this is relevant.

Voyager2002

eDicky said:

Yes, I wouldn't doubt that insurance companies are inclined to make extraneous documentation demands to help avoid paying claims.

Networks register and should have a complete record of the IMEI numbers of handsets used with their SIMs. How you would obtain this information from BT, I'm afraid I wouldn't know, apart from starting with the normal way to contact customer service.

Cheers.

"Normal way": I cannot find an email for customer service, only a messaging system that says it does not work.

flaneurs_lobster

I think the insurer is seeking assurance that the mobile was in your possession (at least until your Cuba trip) and that you didn't flog it on eBay 2 years ago and are not now making a false claim. As @eDicky says, the network will have a  record of SIM+IMEI usage. Quite how you extract this data from BT/EE goodness knows.

Did you manage to get them to blacklist the phone? Did they acknowledge this in some way that can be copied to your insurer?

PHK

Voyager2002 said:

My insurer has asked me to provide documentation from BT (who provide my SIM-only contract) to support a claim for a stolen handset. Does anyone know an email address or similar that can be used to contact BT mobile services? And are they likely to provide the following documents?

I have been asked to provide (i) confirmation that my handset was used on their network; (ii) confirmation that it has now been blacklisted. Since BT only provide the SIM, which has been used in many different handsets over the years, is it likely that they can provide these? And if so, how on earth do I contact them to make the request?

My handset was actually stolen in Cuba. At the time it held a Cuban SIM while my BT SIM was safely in storage.

My sense is that the insurer is simply making ridiculous demands in order to deter as many claims as possible.

Just to.point out that this is a standard letter that network.providers send to insurers. It lists the first and last  time that the SIM was used in the phone. 

As to blacklisting,  you should contact BT Mobile who can do this. 

Your difficulty might be that your SIM wasnt in the phone so it will only show you have used the SIM in the phone. 

Jon_01

Voyager2002 said:

housebuyer143 said:

Voyager2002 said:

My insurer has asked me to provide documentation from BT (who provide my SIM-only contract) to support a claim for a stolen handset. Does anyone know an email address or similar that can be used to contact BT mobile services? And are they likely to provide the following documents?

I have been asked to provide (i) confirmation that my handset was used on their network; (ii) confirmation that it has now been blacklisted. Since BT only provide the SIM, which has been used in many different handsets over the years, is it likely that they can provide these? And if so, how on earth do I contact them to make the request?

My handset was actually stolen in Cuba. At the time it held a Cuban SIM while my BT SIM was safely in storage.

My sense is that the insurer is simply making ridiculous demands in order to deter as many claims as possible.

I'm not sure how you can claim a stolen handset from what they have asked. Your BT SIM wasn't stolen so I imagine it's not disconnected? 

That is my thinking. I am now using the same SIM in a replacement handset, so I don't see what BT have to do with the matter.

As for "evidence of usage": surely if I bought a handset as a present or whatever, and then had evidence (police report) that it had been stolen, I would expect to be insured just the same. I cannot see why this is relevant.

Every time you use the BT sim in the phone, the BT servers noted the IMEI of the handset.  That's the info the insurer is looking for, proof that the phone was used by you.

It's standard practice to ask for this.  I used to work in the fraud dept of one of the other networks, it was something we helped with sometimes...

400ixl

Insurer is not being unreasonable. They want evidence the phone you are claiming for was yours, and associating it with your account via the IMEI is the way they can do that.

They will then want the carrier to put the IMEI on the blocked register which will stop the phone from being connected to any network which is sharing the blacklist. Not all countries / carriers share the same blacklists, but the insurer will want it on the list.

Whenever you get a mobile phone, you should keep evidence of the purchase including the IMEI number which would be sufficient for most insurers. 

PHK

Voyager2002 said:

eDicky said:

Yes, I wouldn't doubt that insurance companies are inclined to make extraneous documentation demands to help avoid paying claims.

Networks register and should have a complete record of the IMEI numbers of handsets used with their SIMs. How you would obtain this information from BT, I'm afraid I wouldn't know, apart from starting with the normal way to contact customer service.

Cheers.

"Normal way": I cannot find an email for customer service, only a messaging system that says it does not work.

For lost or stolen phone related queries they guve the following contact details. 

https://www.bt.com/help/contact-bt/lost-or-stolen