Written on: 06/03/2012 by clairemcquaid1 (1 review written)
I took out insurance cover for my brand new Sony Ericsson Xperia Arc which was promptly stolen 3 weeks after I purchased it by a colleague. In the terms and conditions it clearly stated that I was covered for theft, but when I made a claim, Premier plan were completely useless. First of all my claim was returned to me after a fortnight, unprocessed. I sent it back, and was then informed that in order for my claim to be covered, I needed to produce a letter from my employer stating that the place in which I had left my phone was the safest place in the building in which to leave it. My phone had been in my handbag in the locked staff cupboard where everyone left their property and which only staff had access to and knowledge of the cupboard key's whereabouts. My colleague helped herself to my phone by rifling through my handbag when she went into the cupboard to collect her belongings at the end of the shift. Unfortunately, due to what had happened, I quit the job on bad terms, and so my old employer would not produce me with the letter. Therefore, premier plan said that they would not be able to cover my claim. However, in the meantime, they cashed my £50 cheque for the excess fee, even though in the terms and conditions, it clearly states that no fee would be taken until they had agreed to cover the claim. Therefore, I was out £50 and still had no phone, and I was also provided with no sufficient reason as to why I had been charge the excess fee when my claim had not yet been covered. Every time I phoned, I spoke with a different person each time and was told a different thing each time. It seemed as if the company made up terms and conditions as they went along. Also, whenever I asked to speak to a team leader or supervisor, they were all conveniently in meetings or on lunch. After THREE MONTHS of me calling them nearly everyday and several threats to complain to any newspaper in the country and the Financial Ombudsman (which I would have been more than happy to do), Premier Plan finally covered my claim, after I had lost over nearly £120 in phone bills during the 3 months that I was without my phone.
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