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“Worst mobile phone insurance experience!”

written by MichaelCook1294 on 27/11/2014

I'm honestly thinking of leaving Lloyds banking group after this experience.
While I'm aware that the mobile phone insurance offered by Lloyds on its premium accounts is not actually run by Lloyds but by Lifestyle Group, the fact that Lloyds chooses to submit its premium clients to a service of this standard is unbelievable.

My mobile phone was stolen out of my pocket whilst in a shopping center, upon learning of this I duly informed the police and made a claim with Lifestyle group, all within 24 hours. Initially the service was fine. I was informed of the procedure I needed to follow and was sent the forms. The assessment period was supposed to be one working day as indicated by the customer service agent, also if any additional information was needed from me I would receive a call..... Needless to say (given my 1 star rating) none of this happened. I continually phoned the 0845 number, following email prompts, only to be told on multiple occasions that I had received these in error. The assessment period has so far taking 7 working days and I am still waiting. Upon complaining for the less than par performance and miscommunication I was met with disinterest and surliness by the customer service agents, I was also informed that I would be receiving (if my assessment was approved/looked at/not thrown in the bin) a refurbished phone. Given the incompetence of the staff, the delay in the process and the constant miscommuncation, is completely unacceptable. I have had to make a mobile phone insurance claim a couple of years back, this was with the insurance group O2 sell with their contracts. The whole process from logging a claim to receiving a replacement handset took 3 days.

One day soon I hope to receive a replacement although I'm not holding my breath. Hope this review hasn't bored you to death and I hope you aren't required to deal with Lifestyle Group at any point.