written by SJH12345 on 19/08/2015
I paid my excess claim fee on 7th August as I lost my iphone 4s (for which I had paid extra on my policy for accidental loss). I was told to wait 3-5 working days for a replacement in the post, which I still hadn't received by 19th August so I called them (after sending numerous emails and getting no reply). An agent told me they were out of stock until 24th August and after that I would have to wait another 3-5 business days so she suggested I take a cheque instead as the replacement phone will be refurbished and of a low value. No-one called me to inform me of any of this and I will be over a month without a phone by the time I should hopefully receive a refurbished one. Friendly and helpful staff but a very poor and unreliable service. I will happily update my review if I receive a sufficient handset in a good working condition, as soon as possible.
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Sjh12345's Response to SJH12345's Review
Written on: 21/08/2015
My claim has since been dealt with in a very satisfactory way, and I am now happy with the solution and may take out insurance with them again. They have since apologised for the mix up. (unsure how to update a review on this website)
Supercovercustomerservices's reply to Sjh12345's Comment
Written on: 21/08/2015
Hi
Whilst we are glad to hear that our staff members were helpful and friendly, the delays that you state that you experienced are not acceptable. The timeframes that you specify are well beyond our average turnaround times.
We apologise for any inconvenience caused. We trust that your claim will now be resolved swiftly and that we can regain your trust in our service.
Kind Regards
The Supercover Insurance Team
Sjh12345's reply to Supercovercustomerservices's Comment
Written on: 27/08/2015
Today was day 5 of the second round of 3-5 working days within which I was to receive a replacement phone. A cardboard box with only an apple cable in it arrived in the post today, no phone. I made my claim on 04.08.2015, today is 27.08.2015. This is the most infuriating unreliable service I have ever come into contact with, and if this is not sorted out today I will most definitely be taking my case further.