wont pay due to there incompatance & Vodafone

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Guest's review of Supercover Insurance www.supercoverinsurance.com

“wont pay due to there incompatance and Vodafone ”

★☆☆☆☆

written by on 14/07/2013

Lost my mobile phone on the Sunday night tried contacting Vodafone sunday monday and tues but either kept getting disconected or could not get hold of an agent due to high call volumes and being told to call back. I then called supercover insurance on the Monday morning and was told i would receive my forms and they will tell me what to do. Upon receiving my forms on the Tuesday it said that the phone should be blocked from the provider as soon as possibal which i had been trying to do for 2 1/2 days and finally suceded on Tues afternoon i then sent the forms away and received a call from the super cover agant on Thursday and was asked about how i lost it and why it took me so long to report it to my Vodafone agent within 12 hours upon which i explained i didn't know it had to be done within 12 hours as i had never received any terms and conditions from super cover just a couple of bits of paper with my ref no on it which has absolutely no terms and conditions and they then said i should have tried harder to reach Vodafone which is a bit unfair as i spent alot of 2 1/2 days trying to get through. I then received a letter next day saying claim denied due to not following the time period required to report loss of phone which was not my fault but my service providers which there agent well knew as i explained it but i then found out from another company after calling about for information that because of the reasons i gave they should have allowed it as it was not my fault it was so long getting through and because i have no hard copy of there terms and conditions they are at fault. So i am apealing my decision and after all it has been more hassle than it is worth and the most annoying part is they charged me for more cover after they denied my claim

the claim was for a Samsung galaxy note 2 which i need for alot of work and due to my disability i need it incase i collapse or are unable to move incase i need to contact family or the hospital which the insurance company knew all to well.

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Supercovercustomerservices's Comment

Written on: 02/09/2013

Hi,

Thank you for your comments, we are very sorry to hear that your experience whilst claiming has been less than satisfactory.

As with any declined claim, you have the option to appeal in which you can provide further information to allow us to alter the decision and/or explain the reason/s why you disagree with the decision.

If you purchased your policy online, your confirmation email and Terms and Conditions are emailed out to you shortly after the policy is purchased. This email is sometimes directed straight to your Spam Folder which may be why you have not seen it. If your policy was purchased over the phone or in store, the documents are either emailed or posted to you but either way, this is specified at the point of sale. Had you been expecting your policy documents in the post and they did not arrive, we would ask that our customers do not hesitate in contacting us to chase these up as there are times when things go missing in transit.

That said, we do hope that your claim has worked out in your favour. The annual premiums are something that are due if you have claimed during your insurance year and opted to pay your premiums monthly. This is stipulated in your Terms and Conditions though we do understand you have advised these never reached you.

Once again, we would like to sincerely apologise for any inconvenience this experience has caused you and hope to hear from you soon.

Kind regards,


The Supercover Team

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