Written on: 20/05/2011
I am currently pursuing a loss claim with Supercover, submitted 8 days ago by email (as instructed by them). It has been a comedy of errors on their part.
Firstly they tried to call me back on the mobile number of the phone I had lost. Then they promised repeatedly to call me back to arrange a conference call with the phone network, but never did. After much pushing on my part I eventually did the call (with the one helpful person of the 4 or 5 different people I've spoken to there) and was told a decision would be communicated back to me the next day. 3 days later they phone to tell me "management" can't find my proof of purchase or my claims form and I need to resend it to them. I have established that they did not actually use the claims form I originally sent, but worked off whatever I told them on the phone, which seems bizarre.
I currently have absolutely no idea what is going on and the people I speak to seem just like admin clerks, so can't tell you anything about what's happening in your case. Of course they don't respond to email either in order to make you sit on their 10p a minute service line. I would advise calling in at 9am sharp as you then don't get stuck in a long queue.
They sound completely disorganised and chaotic, rather than outright dishonest (other than the outrageous call charges). You speak to a new person every time, who has little idea what is going on and needs to re-take your details every time. Their claim to take 48 hours to process your claim is just laughable.
I deeply regret taking this insurance out and I would strongly recommend avoiding this company.