written by Hippychris on 16/03/2017
Never had to claim but after a year they claim they sent a renewal notice to my daughters email address, which there is no trace of. I originally paid the first year up front via Paypal which apparently then sets up something that they can just take any amount of money at anytime??? They duly took out another years insurance despite my daughter no longer having a phone and no agreement from me to take the money. I contacted them and they agreed to refund the money as the policy wasn't even due for renewal for another month, 3 - 5 days for the refund I was told.. 7 days later I contact them again after no refund.. oh it will be 3 - 5 days I am told.. well its already been more than that.. so they are quick enough to take your money, even when its not due, but getting your money back for an "administrative error" seems a little more difficult. I would either not use them, or make sure that when you pay them it is done by a means that they cannot then take further money without your agreement.
written by 349Wright on 28/10/2016
My phone broke 7 weeks ago, it's took 5 weeks to establish that my claim was valid! I've paid premiums and my excess and sent my phone to them and 7 days later have. I response and no phone. Says on their website 24 hour replacement but mines not even 7 week replacement. I've had to go to the ombudsmen over them as they refuse to let you speak to their complaints team or managers
written by justroot on 24/03/2016
Paid for cover on 3 mobiles , they use every trick in the book to get out off paying a claim ....DO NOT USE
written by artepnomis on 17/03/2016
Don't buy it! I have been paying for this insurance almost 2 years now, and I wanted to claim on it for the first time a week ago, because I accidentally dropped my phone and it's not working. I filled out the claim form and immediately sent the proof of purchase to the automated email that was last Thursday. Since than I've been waiting and nothing happens. Nobody contacted me and now they changed my status to "Awaiting documents from you", but I sent everything already. With other insurances you get sorted in a couple days... don't buy this cover. I will probably go to the Financial Ombudsman Service. I already paid them more than a 100 pounds. This is not what I expected.
written by kvKirkpatrick339 on 03/02/2016
I JUST WAITING FOR MY NEW PFONE TWO WEEKS AGO.AFTER I WILL CANCEL MY INSURANCE FOR SURE. VERY SLOW PROCES.
written by Trujillosq68 on 20/01/2016
This company refused to pay out for my damaged iPhone 5s due to it being water damaged, by saying the iPhone was over 12 months old before I insured it with them. This was because I was insured with EE previously, then I cancelled with them to go with this company, big mistake!!!! Not only now do I not have a working iPhone, I've wasted £5.99 over the space of a year and a half on a phone that wasn't even insured! Absolute joke!!!!
written by AntonySchultz on 13/01/2016
Took more than 2 weeks of sorting my claim. told me the excess of £50 plus (if monthly payment) hidden excess of the remaining months into your policy. So if you have 5 months left into your policy, you have to pay £50+5 months of your premium into the excess. Not very happy!
written by Niloo on 15/11/2015
i lost my ipad air2 in underground,as soon as i made my claim, i sent all the documents but never received any email or phone call for few weeks, each time I called them they lied to me and they said we haven't received your document, after sending more than 10 email I sent the documents by post but no any respond again, made a phone call again and again, after 2 months they rejected me and said we can not process your claim , i was paing £6.50 mounl. i had bought my ipad from uk amazon website and i had receipt and also i reported to police and lost property office and i had victim card, but they rejected me really poor customer service, waste of time, waste of money, completely useless company, it's a trap
written by JaylanClark on 05/11/2015
The claims process has been a joke. Spent over a week to try make a claim with them sent all relevant paper work needed and had to chase daily. When finally given a quote to repair it's as much as it would cost the mobile provider to repair and give back within a day. Waste of time and money, complete hassle.
written by DerekLane on 09/05/2015
All of the positive reviews on this site are from people that have not had to claim. This company literally will do anything to get out of paying out. I have been paying my premiums for almost 2 years and recently lost my phone and made a claim for it. Their claim process was a shambles. At first they tried to reject my claim saying I had already made one..No I hadn't! They wouldn't accept documents as proof. They eventually sent me out a phone..It was reconditioned and faulty. 5 days after receiving it the phone completely stopped working. They have tried to blame me for this, despite the fact I have Samsung backing me up. They will literally lie about everything and the 'biggest manager' (his words not mine) is utterly rude, condescending and will not let you get a word in edgeways. I'm now left with a faulty unusable phone. I have written negative feedback on other platforms and they have had it removed so they can keep ripping people off! I have reported them to the Financial Ombudsman, the FCA and Trading Standards. DON'T WASTE YOUR MONEY!
Written on: 12/05/2015
Hi DerekLane, I'm sorry to hear you're having a problem. Please contact our customer services team to help resolve your situation as soon as possible so we can provide you a satisfactory outcome! Thanks for your feedback.
Written on: 12/05/2015
Hi DerekLane, I'm sorry to hear you're having a problem. Please contact our customer services team to help resolve your situation as soon as possible so we can provide you a satisfactory outcome! Thanks for your feedback.
written by binning on 14/04/2015
Most of the reviews you read on here will be reviews based on the website ease of use or how inexpensive the monthly payments are. However, when you actually need to make a claim, you can find yourself very out of pocket and nobody to talk to. I own a Nexus 5, which carries a monthly payment plan for £4.99 and an excess of £50 (standard for all phones £200+). I accidentally damaged my phone and proceeded to make a claim. Since you can only make one claim a year, I was charged the remaining insurance premiums up front (around £35). So let's take into consideration what I've paid to fix a damaged screen. Initial premiums: 5 x £4.99 = £25 Remaining premiums: 7 x £4.99 = £35 Excess: £50 upfront charge In total the cost of repairing a damaged screen without the ability to make any future claims for a year has cost me a whopping £110. I definitely would have been cheaper getting this done on the high street. There is also absolutely no telephone number on their website to contact. My phone has been with them for a week now and I've been given no indication of when it will be returned to me. The company use a third party repairs company as well, so they're basically just an over-priced middle man. Stay well clear of this mob, or at least carefully trawl through their terms and conditions as you will find a lot of stuff is not covered.
Written on: 12/05/2015
Hi there, sorry to hear you're having issues. Just to explain, if you have selected 'loss cover' you can still claim for loss/theft along with unauthorised call charges as well as breakdown during this period. Or the latter peril if you didn't select to be covered for loss and theft.
We try to display our telephone number as prominently as possible at the top right of our home page and we provide two numbers on the 'contact us' page. We will review this and try to make it clearer for customers so thanks for your feedback.
If you have any further queries about the policy please do give us a call or you can email us. Thanks!
written by SaigePatterson387 on 23/02/2015
Had to make a claim last week, as someone else said the form was long but at least I got a decision within an hour which was a good one! I would use them again.
written by on 05/02/2015
This company will put every hurdle possible in your way to stop you making a claim . So disappointed, this was an honest application and they make you feel like your a fraud! Let down will never go with Budget again . The application process was so lengthy, stipulations on what you could send them as proof of purchase.... An email from Carphone warehouse with all the relevant information on wasn't good enough, it needed to be scanned, not everyone has this facility. Still awaiting a response, haven't even sent the phone off yet 2 weeks later, nothing. Let down.com
Written on: 12/05/2015
Hi there, we're really sorry you didn't find the claims process to be as efficient as you'd like. We do always ask for proof of purchase as soon as customers set up their policy so it speeds up the claims process, however I completely understand that you wanted it done sooner.
We'd really appreciate your full feedback via telephone or via email so we can make sure you claim was dealt with effectively and so we can improve any processes for your in the future. Thank you.
written by hkElliott12 on 19/01/2015
I have been with this company for the last two years and never needed to make a claim. My phone screen broke over a month ago now but at the time had been too busy to call and when I do it takes forever to get through! According to Budget Mobile I have to make a claim within 2 days otherwise I get nothing back, so my honesty has cost me money and nothing has been sorted so I feel like I've just given them money for nothing! Just because it's slightly cheaper does not mean they are a good company.
written by aj1982 on 09/12/2014
They do anything to get out of paying a claim. There is an excess for various points such as value of phone add £25, loss within threemonths add £25, standard excess £50, proof of purchase must be on one sheet and not two as was the case with proof of purchase from Phones4u. Premium rate phone number and full years premium payable before claim covered, so therefore in most cases it's cheaper to repair your phone yourself than claim. They are terrible. Have reported as breaching insurer standards of treating customers fairly. I also asked their percentage of claims reported that they actually pay and they refused to tell me.
written by BrentGarrett on 20/11/2014
Have been paying £6.99 a month for at least two years. It was very easy to set up. However, when i emailed them to start a claim i was ignored after the initial email. Clearly they couldn't be bothered to get back to me so i decided to sell the phone for spares/repairs. The money i paid in i could have purchased a new phone with. I wont be buying mobile phone insurance again, especially from this company!
written by hnJordan88 on 25/08/2014
Can't say enough about these guys, sent me a phone in no time after losing it. Not much to say other than much better than my phone line provider and less than half the price. Think you can find better elsewhere? Good luck.
written by MalcolmOliver308 on 10/07/2014
Was with these guys for about a month, had a back up problem which wasn't covered they said but they'd help me out anyway. Can't say fairer than that can you!
written by Lorenzo462 on 05/07/2014
I have been waiting 12 days now for my new handset after making a claim for loss. I provided all the relevant information the day after I lost my phone and then heard nothing for three days. I called them on there premium rate number to gee them up and after two more days I received an email asking me to contact them to pay my excess. I called them paid my excess and that was a week ago and I still haven't received my phone. Called them yesterday and they said there claims team was in a meeting and they would contact me later that day. They emailed me and said my phone will be here sometime next week!!! Great that's over two weeks without my phone assuming it arrives this week??? within 48 hours according to there website!! This policy is cheap for a reason. They are very good at taking money from you but not so good at paying out. I emailed them a couple of days ago telling them I would like to cancel my policy and guess what................an email within the hour and two phone calls the same day trying to convince me to stay.......not on your nelly!!! stay clear people you have been warned!!
written by andrew0101 on 04/06/2014
I carnt believe that paid I only had my contract for a short time when I broke the screen no trouble and grate service
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As rated by our community of reviewers
Hippychris's Response to Hippychris's Review
Written on: 08/04/2017
An update on the above... 6 weeks, 4 phone calls and 3 emails each promising to return the money within 3 -5 working days and nothing. A swift email to the insurance ombudsman and I have the money back in my account within a few days. Amazing how quick they can sort something when they think they may be held accountable for it.
Hippychris's Response to Hippychris's Review
Written on: 08/04/2017
An update on the above... 6 weeks, 4 phone calls and 3 emails each promising to return the money within 3 -5 working days and nothing. A swift email to the insurance ombudsman and I have the money back in my account within a few days. Amazing how quick they can sort something when they think they may be held accountable for it.