Virgin Mobile / Ausrion nightmare!!

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Virgin Mobile Phone Insurance
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Gary.Michael.McEwan's review of Virgin Mobile Phone Insurance

“Virgin Mobile / Ausrion nightmare!!”

★☆☆☆☆

written by Gary.Michael.McEwan on 05/08/2014

I dropped my Nokia Lumia 1320 down the toilet, and it disappeared into the unknown. I telephone Asurion to make a claim as my excess was apparently on £70. Asurion proceeded to tell me that my excess was now £150. I asked them when this had changed and they said it was updated by Virgin Mobile in June. I stated that my contract started in May 2014 and the Lumia 1320 is only an Excess Band 'B' handset.

I have been going back and forth between VM and Asurion to get some clarification on this matter. Finally VM have said it should in fact be only £70 and that they sent over the wrong policy information to Asurion. They have sent over the correct policy to Asurion, but Asurion are now saying it takes 3-5 working days for it to update on their systems.

I've gotten to the stage of sending an email to both the CEO's of Virgin Media and Asurion in the hope that the CEO Team from either company can get this resolved to my satisfaction.

Also to add with regards to the compensation if there are any delays, Asurion state you are only entitled to compensation if there are delays on an approved claim. However if you go through and speak to the VM Customer Relations and vent your disgust at them, they credit your account with a month's line rental.

Please watch out folks, as you do go round in circles with both companies.

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