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“DISGUSTING COMPANY!! DO NOT USE THEM!!!”

written by cnorville1 on 18/01/2014

Do not ever use this company to insure your phone. This is the 3rd time I have had to process a claim with them (1 repair, 1 theft and now 1 lost). The first time I wanted to have my screen repaired it took weeks for them to send me out a pack to send it off, I received a welcome pack that should have been sent a month before. After lots of phone calls and eventually dealing with a manager as nothing had been sent out, I had to swap my phone in the Iphone store and ask them to reimburse the money. Noone told me I could do it this way when I first processed the claim. Then in September my phone was stolen. I processed my 2nd claim, which they rejected on unauthorised grounds. They tried to twist my words and say that the phone was left unattended which is wasnt at any point. They took down information wrong. Also each time I have called, they over quote the excess fee and argue that you have to pay more until you bring up your contract at which point they back track. Money making scheme trying to get extra money out of their customers on the off chance they havent looked at what they should actually be paying!! disgusting!! I threatened to take them to the FSA at which point they reassesed my claim and apologised for taking down the wrong information. Eventually my phone was replaced, although the phone I got was scratched and not in a good condition. none the less I was just happy to have an iphone 5 again after a month of not having a mobile. On sunday I lost my phone while walking to my car, it fell from my pocket. everything seemed to be going much better this time, they called me the day after receiving my forms, I thought this time I would not have the stress and upset that I have encountered in my last 2 dealings with this company. I WAS WRONG. I have just received a letter to say that as I have already had a replacement phone and as I didnt pay an 'additional premium' I am no longer covered for loss or theft. And with that they have now cancelled my policy with immediate effect!!!??? I paid for a whole 12 months up front!! How can they cancel with out my authorisation, and why did noone mention to me that I would need to pay an additional premium to ensure I can get anther replacement should I lose my phone or it get stolen again?!! As I said this insurance company are so dodgy, try and weasle their way out of replacing handets, as this is the 2nd time they have done this to me. If I had been made aware that I would need to pay an additional premium I would have done so OR took out a policy with another insurer and cancelled my policy, but they dont want to do that. DISGUSTING COMPANY!!! DESERVE TO BE SHUT DOWN.

Needless to say, I will now be contacting the FSA and finding out what rights I have against them seeing as they misquote excess fees, reject claims by twisting your words and cancel phone insurance policy with authorisation. OH yeah and fail to explain that you can only have 1 replacement a year after you have had a phone replaced!! Not once have they mentioned this to me in any letters or phone calls. I even told the lady who called me on Thursday that this was my 2nd claim for a replacement, she didnt say a word but tried to make conversation about Big Brother! Dodgy company and they know it.