Mobile insurance claim

beyondthestars

ID mobile cannot provide proof of usage showing my IMEI because my handset was under 3 months old when it got damaged. The insurance company Taurus Insurance (Switched on Insurance) won't go ahead with the claim without this. Stalemate 

DullGreyGuy

Let's go back to the start.... 

Sounds like you have an accidental damage claim on a mobile correct?
Are we talking cracked screen or dead as a dodo?
Do you have it IMEI or Serial number? Often on the box or sales receipt or such

What is the insurer actually asking for?

beyondthestars

Cracked screen. I've shown them a photo of the screen showing the IMEI number by doing the *#06# 

beyondthestars

They asked for proof of usage from the phone company which is ID mobile. I bought the phone from Amazon and sent them the purchase reception aswell

DullGreyGuy

beyondthestars said:

They asked for proof of usage from the phone company which is ID mobile. I bought the phone from Amazon and sent them the purchase reception aswell

Have you looked for other evidence of use if ID Mobile state they cannot help? Their policy wording states it can be obtained from your network provider but doesnt say it must be so maybe they'll accept some other form? 

beyondthestars

I don't know how else usage can be proven ?

DullGreyGuy

beyondthestars said:

I don't know how else usage can be proven ?

Assuming it's Android could they show evidence of the phone logging into your account etc? 

TSx

Go back to ID mobile and ask to do a subject access request for all data they hold on you including any records they have of connections which tie you to a particular device - if they have the data they should disclose it. I think it's unlikely that they won't have the data and in my mind an IMEI is akin to an IP address, in that it ties a device to you as an individual so should be considered personal data.

You can do this by contacting them directly but the ICO also have a tool on their website: https://ico.org.uk/for-the-public/make-a-subject-access-request/