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  • FIRST POST
    • MSE Tony
    • By MSE Tony 14th May 15, 1:38 PM
    • 71Posts
    • 20Thanks
    MSE Tony
    Insurance2go Mobile Phone Insurance Discussion
    • #1
    • 14th May 15, 1:38 PM
    Insurance2go Mobile Phone Insurance Discussion 14th May 15 at 1:38 PM
    Hi,

    This is a feedback thread on mobile phone insurance provider:

    Insurance2go


    Please share your experience with other MoneySavers. Click reply to take part:
    • Have you experienced problems?
    • Did you haggle and succeed?

    The feedback comes as part of the Mobile Phone Insurance Cover guide.

    Thank you,

    MSE Tony
Page 2
    • loubylou.n
    • By loubylou.n 7th Mar 17, 10:17 PM
    • 1 Posts
    • 1 Thanks
    loubylou.n
    Would not use Insurance2Go again
    I went with Insurance2Go as recommended by MSE but when I needed a quick response it took them 17 days to finally send me a replacement phone.
    Firstly I was asked for proof of purchase, then I had to send them the phone so they could assess whether it was 'beyond repair' - it had gone down the loo and died in my hand! Then I waited and waited and waited for them to finally notify me that they had decided that it was beyond repair and then to actually send me a replacement.
    If I hadn't had a separate work phone I would have been completely stuffed without my phone! They may be cheap but I think the service is appalling. If you rely on your phone, don't drop it anywhere but also get an insurance company that will sort out a replacement much quicker.
    • Didibeth
    • By Didibeth 11th Jul 17, 5:26 PM
    • 1 Posts
    • 0 Thanks
    Didibeth
    the discount code MSE5 doesn't work on the Insureance2go website.
    • beachbuggyman
    • By beachbuggyman 25th Sep 17, 6:52 PM
    • 1 Posts
    • 1 Thanks
    beachbuggyman
    Can't even take out a policy!
    After going through all the forms on the website, the final link between the payment confirmation and finishing page fails. Not telling you if your application has been accepted or not, just asking you to start again.
    When you phone them up, it goes through all the messages about who they are are, what the do etc, that you can do everything you need to on their website etc, all the options etc. Before finally telling your their offices are closed...
    How can it be this difficult to give someone some money?
    Poor performance at this stage raises concerns about what happens when making a claim!
    • jaydoubleyou
    • By jaydoubleyou 14th Oct 17, 10:26 AM
    • 6 Posts
    • 2 Thanks
    jaydoubleyou
    the discount code MSE5 doesn't work on the Insureance2go website.
    Originally posted by Didibeth
    I'm finding this as well - I contacted them and they asked for loads of information to locate my policy... even though I don't have one. Doesn't bode well really.
    • feralcatwoman
    • By feralcatwoman 10th Nov 17, 11:16 AM
    • 1 Posts
    • 1 Thanks
    feralcatwoman
    Covered if you bought from High St?
    Enquired with Insurance2go about whether I would be covered as my receipt (from Argos) doesn't include the IMEI number of my new handset. They were quite vague and suggested they would need this from my network provider instead, who of course also don't have a record! Has anyone else come across this, or been refused a claim due to not having receipt with IMEI number? I fear I may struggle with other insurance companies, or have to take out Argos's inferior insurance cover!
    • Alilock10
    • By Alilock10 31st Jan 18, 11:08 PM
    • 1 Posts
    • 0 Thanks
    Alilock10
    Claim rejected
    I purchased a years phone insurance on my Samsung Galaxy s8 in May. At the end of January I dropped my phone & smashed the screen. I made a claim & Insurance2go asked for a receipt for my purchase of the phone. Id bought the phone brand new from eBay & initially didnt have a receipt, so I sent a copy of the eBay purchase screen which showed my purchase of the phone. I also sent details of my account with O2 which showed the phone I have registered with them and which identified the IMEI number as that of the phone I insured. Insurance2Go did not accept this & I then contacted the person Id purchased the phone from & he sent me the original receipt for the purchase of my phone, which I sent to Insurance2Go. They once again rejected my claim, saying I needed a VAT receipt for my purchase. I then complained, via Martins site, & requested that they either repair my phone or returned my premium, as it was evident that I would never have been able to make a claim, given that I had no VAT receipt. They then phoned me & said they would refund my premium. I assume that this was because this was by far the cheaper option for them. This was better than nothing, but of course meant I had to pay for the repair of my phone, whereas, if theyd made it clear from the start that my documentation meant Id never be able to claim from them, I could have insured with another company who would have honoured my claim.
    • LynH
    • By LynH 21st Apr 18, 9:35 PM
    • 17 Posts
    • 7 Thanks
    LynH
    I went to this company based on MSE. Phoned the company to check if I could insure my grandson's phone as he was under 18 and was told yes this was fine.
    Unfortunately he lost it 2 months ago and they are refusing to pay out as I am not his legal guardian WTAF???
    • Blibble
    • By Blibble 22nd Apr 18, 9:59 AM
    • 487 Posts
    • 841 Thanks
    Blibble
    I went to this company based on MSE. Phoned the company to check if I could insure my grandson's phone as he was under 18 and was told yes this was fine.
    Unfortunately he lost it 2 months ago and they are refusing to pay out as I am not his legal guardian WTAF???
    Originally posted by LynH
    Many gadget insurance policies will only offer "immediate family" coverage; i.e., the name on the policy must be a member of the "immediate family" of the gadget's user. How does your policy define "immediate family"? Can you ask the insurer to listen to the call to prove that they advised cover would be offered for grandparents insuring a grandchild's handset?
    Wedding fund - 4775.92 (2127.07)
    OP fund - 1971.13 (111.53)
    Emergency fund - 50.00
    • firestorm1000
    • By firestorm1000 3rd Jun 18, 5:31 PM
    • 5 Posts
    • 0 Thanks
    firestorm1000
    miss N T
    I bought an IPhone8 in September 2017 and looked on The Money Saving Expert web site to find out a insurer for my phone. Insurance2go was recommended so took the advice and set up my policy on 20/10/17. On 27/03/18, I unfortunately dropped my phone out of my pocket while getting in my car. The screen was scratched, the rear casing was cracked and the crack went across the rear camera. I phoned insurance2go, who where very polite, efficient and helpful, they sent me all the documents I needed via email to send the phone off once I had paid the excess to them. All went well and the repair was done. Now, when I got the phone back, it looked fine and repaired, however, when i turned on the phone, the screen was dull and lifeless, the colors where grainy and overall not as sharp as it should be. I phoned Phone2go and explained my findings, they told me to send it back to them for them to have a look at and would refund my postage of 8 something. I sent the phone back to them again, and when it was returned to me it was exactly the same, so on the phone again, send it back again they said, for further inspection we will refund the postage with the postage receipt, so sent it back again with the postage receipt. A few days later i received an email saying there was nothing wrong with the phone apart from the settings wanted adjusting, and because there was no fault (in their opinion) I would not get a refund of postage. The phone was returned and was still not right. I happened to be on "Trustpilot" a review site, who says that Phones2go do not use genuine parts for their repairs. I emailed Phones2go who admitted they use "compatible" parts but not genuine Apple. When i took the policy out, there is no where on their site to say THEY DO NOT use genuine parts for the repairs, if i had known this I would not have took out a policy with them. I have now took my phone to an Apple shop for them to look at. The man in the shop slid hand around the screen and edges of the phone and said this has been repaired with non genuine parts. It has been sent to the Apple workshop for them to look at at an estimated cost before seeing the repair from inside the phone of approx 120.00, and depending on how bad the repair has been they might not touch it at all. I'm gutted. Be aware insurance with Phones2go could cost you a new phone. Sorry to go on a bit, but needed to explain fully.
    • Blibble
    • By Blibble 3rd Jun 18, 6:18 PM
    • 487 Posts
    • 841 Thanks
    Blibble
    IWhen i took the policy out, there is no where on their site to say THEY DO NOT use genuine parts for the repairs
    Originally posted by firestorm1000
    However, it does say it in their policy docs, which you tick a box to confirm you have read.

    Refurbed / non-manufacturer parts are pretty standard for the mobile phone insurance market, and any repairs usually invalid manufacturer warranties. One of the reasons it's often best to self-insure and put 10 aside each month for if things go wrong.
    Wedding fund - 4775.92 (2127.07)
    OP fund - 1971.13 (111.53)
    Emergency fund - 50.00
    • firestorm1000
    • By firestorm1000 3rd Jun 18, 7:03 PM
    • 5 Posts
    • 0 Thanks
    firestorm1000
    Am I missing something here???, I have read the policy wording over and over and can not find any reference to them using compatible parts for repairs. All it states is repair, no mention of compatible parts.
    • Blibble
    • By Blibble 3rd Jun 18, 9:00 PM
    • 487 Posts
    • 841 Thanks
    Blibble
    Am I missing something here???, I have read the policy wording over and over and can not find any reference to them using compatible parts for repairs. All it states is repair, no mention of compatible parts.
    Originally posted by firestorm1000
    This is actually a fair-ish point. The policy terms I can find -

    https://www.insurance2go.co.uk/media/1191/i2g-lite-mpi-t-cs_021014_v1.pdf

    ... don't explicitly state that repairs will be third party and non-manufacturer. However, the terms do state -

    All repairs that are carried out to your mobile phone will be guaranteed for 6 months.

    ... which would reasonably mean that repairs are non-manufacturer as a manufacturer would generally offer 12 months.

    Unfortunately, insurance contracts are often explicit, i.e., if it doesn't explicitly say that repairs will be with manufacturer parts, they won't be. Your best would have been to contact the insurer to clarify this aspect of the policy should it have been such a concern, before incepting the policy. In the absence of having done this, I don't think you have any recourse against them in this instance.
    Wedding fund - 4775.92 (2127.07)
    OP fund - 1971.13 (111.53)
    Emergency fund - 50.00
    • firestorm1000
    • By firestorm1000 3rd Jun 18, 9:40 PM
    • 5 Posts
    • 0 Thanks
    firestorm1000
    Miss N T
    As i said before, there is no information regarding the use of compatible parts for repairs. You say I should have realized by the guarantee they issue, 3 months or 6 months. As far as I am concerned, I should not have to make assumptions that because they only give a 3/6 month guarantee they use inferior parts. When I took out the insurance I read the small print and because nothing was stated they automatically use original Apple parts as anyone would unless it was specified. One could also reverse your statement and say, because they don't mention they use comparable parts, you have to assume they use original Apple parts. Its part of the policy wording they have chose to omit.
    • Chickenlips
    • By Chickenlips 3rd Jun 18, 9:51 PM
    • 76 Posts
    • 43 Thanks
    Chickenlips
    Specific Claims Conditions:

    Your scheme administrator will endeavour to replace your mobile phone with an identical, fully refurbished (or new where a refurbished item is not available) mobile phone of the same age and condition as your mobile phone. However, in the unlikely event this is not possible, your scheme administrator will provide
    you with a fully refurbished (or new where a refurbished item is not available) mobile phone of a comparable specification or the equivalent value taking into consideration the age and condition of your mobile phoneprior to your claim.
    • firestorm1000
    • By firestorm1000 4th Jun 18, 12:28 AM
    • 5 Posts
    • 0 Thanks
    firestorm1000
    Hi Chickenlips. As I have already stated, the phone is in the hands of Apple at the moment. I hope they can fix it back to Apple standards and if so I will retain my warranty. If not I will have to pursue a claim from Phones2go for a new phone as i don't want a refurbished one with inferior parts.
    • Chickenlips
    • By Chickenlips 4th Jun 18, 6:05 AM
    • 76 Posts
    • 43 Thanks
    Chickenlips
    You insurers have indemnified you as per the terms of the policy. You haven't got a leg to stand on.

    When you get your next phone, shop around and READ the full policy wording (available online for most policies( before signing up. If you choose based on premium, you are going to end up with a policy that gives you a refurbished phone.
    • Chickenlips
    • By Chickenlips 4th Jun 18, 6:08 AM
    • 76 Posts
    • 43 Thanks
    Chickenlips
    Insurers will have* (in the event you require a replacement).

    The policy does not state that genuine parts will be used.

    You may find you're best of self-insuring.
    • firestorm1000
    • By firestorm1000 4th Jun 18, 11:01 AM
    • 5 Posts
    • 0 Thanks
    firestorm1000
    Miss N T
    I beg to differ, I don't think they have indemnified me as per the terms of the policy. As i have mentioned in previous comments, there is no mention of the use of comparable parts in the policy wording. This in my opinion should be made clear . As for choosing on premium, I took the advice from the Money Saving Expert who recommended Insurance2go.
    • Chickenlips
    • By Chickenlips 4th Jun 18, 11:24 AM
    • 76 Posts
    • 43 Thanks
    Chickenlips
    MSE recommended a cheap policy, which you took. The insurers set up your policy and issued the documents. The due diligence of ensuring the policy meets you're requirements sits with you.

    The policy is silent on the parts used. As many insurers do not use manufacturers parts to repair, I would consider it a a key selling point if they did use genuine parts. Something they would likely advertise.

    If the policy stated they used genuine parts you'd have a case. But it doesn't. You took a cheap policy and are now complaining that it indemnity is in line with the premium paid.

    If you wanted genuine Apple parts, why not pay 129.00 for Apple care? Rather than choose a cheap policy that doesn't meet your wants? Why didn't you check the policy was suitable within the 14 day cooling off period?
    • ElayneS
    • By ElayneS 7th Aug 18, 9:08 PM
    • 1 Posts
    • 0 Thanks
    ElayneS
    Failed claim
    We took out an iphone 6S on contract 2 years ago and immediately purchased a policy from Insurance2Go. A few months later the phone screen was damaged when it was dropped. We took it to the local Apple store who replaced the phone for a cost of 120 which we paid in full. We then put in a claim with Insurance2Go which was finally accepted after a lot of to-ing and fro-ing but they insisted on being paid the excess amount before paying out on the claim. We challenged this as we had already paid the full amount and suggested they pay just the difference between the excess and the cost of the repair but they were having none of it. We just could not understand why we had to pay the excess on something we had already paid for in full anyway. In the end we lost the will to continue so effectively the policy was a waste of money and time. We all know that insurance companies are not in business to pay money out but we found this company to be particularly difficult to deal with and in the end they did win and achieved thier objective of not paying out even though the claim was valid.
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