Is completely usles dont waste time with this company they just will take the money and never will cover you .i lost my phone 15 pro mac and thay have given so many excuse finally they did not cover .

I paid £320 (£10 per month for 3 years) for an insurance policy for my Tesco Mobile phone with Tesco Mobile Protect. When I now need a replacement device, they sent me a faulty one for £75. I logged a new claim and they said they'd send me a new phone for free. It was lost in the DPD network and they say they have no obligation to send me a phone now, and DPD say its for Tesco to resolve. DPD said they've advised this to Tesco but Tesco are saying they haven't heard from DPD and even if it takes years they won't give me a handset. DPD said Tesco Mobile Protect are lying and they have been in touch with them. So I have no phone and no rights apparently under the insurance policy which means its a sham policy, not a real one. I have absolutely no rights here according to Tesco Mobile Protect. So upsetting, stay well away from all things Tesco mobile.

Do not insure with them. £80 for replacement if phone damaged or lost. Replacement phone was damaged and they wanted an extra 80 for another replacement and you couldn’t use the first replacement until second one arrives. Implying we were untrue about the damage.

What a appalling service from tesco mobile protect,I took out insurance for a previous mobile phone and my son's ,since then tesco mobile then offered us free upgrade which we did what I didn't realize that after damaging my upgrade phone they replaced it with my previous phone so I've now got a very old,slow phone whilst playing for a new phone what a great idea top dollar for old tec ,tesco protect are onto a winner there putting customers 1st , mobile phones last

Absolutely utterly useless. First, I made a claim on my phone and they sent it to the wrong house. They did not offer a replacement option to send to my location abroad, so I had to go without my phone, and I was unable to log in or verify multiple accounts. My phone broke the first week of my 6 week holiday (the first holiday I've had in a decade). Now that I'm back, I have discovered the replacement phone they have sent me is utterly useless. It does not charge, and is completely faulty. I had to get my IT guy to even make it read the SIM card. So, not only did I have to do without my phone whilst on holiday, they sent it to the wrong house, then insisted it was marked delivered so "too bad, so sad" then now that the person they delivered it to ACTUALLY was honest and got it to me, they sent a faulty phone and I STILL cannot use it or get into any of my accounts (get a code texted) because the PHONE WILL NOT CHARGE. Absolutely mental.

I have 4 phone contracts which are all insured by this company, one of these is for an elderly neighbour who's phone is literally his lifeline, not only that it is connected to his medical devices to monitor and administer his medicine and health status. So when I contacted the insurer only to be told at first his phone wasn't insured (I have the direct debits to prove the funds are taken from my bank) and after a long arduous conversation they realised I was insured and after taking the excess fee and claiming they only had a blue version of the phone did they agree to send a replacement out... phew or so I thought. Nope turns out they did send out a replacement REFURBISHED phone the next day only to discover that it DOESNT WORK!!! So the process repeated itself then only to be told they sent out a black phone not blue and kinda implied I was upto something. I will be cancelling all my insurances with this company and instead take out home insurance which will not only cover my phones but my entire houses contents for less than what they are charging for my 4 contracts. Rude, unprofessional staff. Get insurance elsewhere.

Took £550 off me and now i cant afford to pay for my dads funeral. It was for a non return fee even though the wrognens received the phone.

I had bought IPhone 12 Pro Maxx from Tesco Mobile and was sold Tesco Mobile protect Insurance at the time of my purchase with the handset. Bearing in mind it’s an expensive handset I bought the Tesco Mobile Protect Insurance. Every month from there on I paid each month via direct debit without fail for my handset line rental to Tesco Mobile and mobile insurance to Tesco Mobile protect. When I made a claim and provided all requirements for my claim. I was told to inform them about my wife’s mobile insurance policy which was a third party towards my independent purchase of my handset and insurance as was my sole purchase and had nothing to do with my sole purchase of my handset or mobile insurance as this was a sole purchase not bought jointly. Tesco mobile refused to process my mobile insurance claim which solely is my name until I found about third party information who had nothing to do with my claim or anything to do with my purchase . This is such an appalling excuse for not processing my insurance claim. As if people who stayed on the property before me that I was accountable for third party who had nothing with making payments to Tesco Mobile Protect or towards anything to do with my personal claim. As it’s not only a breach of my consumer rights but also my privacy rights as Tesco Mobile and Tesco Mobile Protect consumer. They made we wait for over five days before coming back to me with these irrelevant requirements. I informed them as I am solely their customer not my entire family or others has anything to do with my personal claim. Monies were processed via my personal account without fail each to theirs. Tesco Mobile Protect charged me £14 months over year continuously for my sole mobile phone insurance policy. Taking this matter to my legal team to hold Tesco Mobile Protect to both Ombudsman and court as they failed to provide me for the services they had changed me each month on the ground of breach of my consumer rights and my privacy rights. Please kindly bear when purchasing Insurance from Tesco Mobile Protect the lengths they can go to find excuses for delaying and not processing your personal claims. Many Thanks

Honestly protect yourself from the stress you get I’ve cancelled all three insurance policy swith them made a complaint added onto my complaint made me physical and mentally sick narina is the worst person in the world her customer service is terrible she has no respect. Complaints processed had a letter saying we acknowledge your complaint from Tesco and that was it I feel like smashing my phones up with thump hammers the horrible company to go for please stay away from them the manager for Tesco mobile protect can’t even do anything about ur problem or ther then add to the complaint it is poor horrible customer service and stress

Cancelled in store as unable to cancel online. Money carried on being taken out labelled first payment every month as if they were reapplying it each month. Cancelled in store again which worked but insurance saying despite proof I have that I can and did the second time cancel I store this is not possible and this is why previous cancellation was not valid.....makes no sense at all.

My phone went black on Saturday so phoned and told a replacement would arrive on Monday and yes it did. It had a ghost number so could download half my apps and data and after 30 minutes it was so hot it felt dangerous. Called them on Tuesday and they admit it is there fault they have not wiped the phone properly. Two days of continuously being told another would arrive on Friday - no show!! Again promised it would be here on Monday and they would need to collect the dud they sent. We had to leave this with a neighbour as we had an appointment. They came and picked this up but left no new one. Then told someone should have phoned you on Friday to say we wont send another until we get this back!!! Are they serious they have already admitted it's their fault. We shall see if they ever replace it but 4 insurance policies now cancelled and will never deal with these Muppets again

Took out insurance for an iPhone ,18 months later the phone breaks. Tried to claim and insurance company tells me that I have insurance for a Samsung! Never had a Samsung phone in my life. Also given the run around by tesco mobile , you never get to speak to the same person twice each time you call and I made a several calls over several weeks. Tesco confirmed that I had never had a Samsung but would not pay for repairs. No apology from either I had to claim back through my bank in the indemnity cases. Purchased a new phone and got cover through my bank for only £13.50 which included car breakdown cover, travel insurance for all the family. Tesco mobile insurance is £10 . Avoid using tesco mobile insurance.

Ok so this is about the Tesco Mobile Protect Insurance (and this is the short version). It is absolutely dire and the service was awful - you will be better off making sure your home insurance has mobile devices covered as you will pay a similar excess and get a brand new phone with zero hassle. My experience summarised: Insurance sold in store verbally as you will get a new phone of you damage yours - reality is the small print says new or reconditioned. We had three reconditioned phones sent to us across a period of a month that were all faulty and not fit for purpose. We had to get a Samsung Engineer to email them to tell them that it was a fault with the phone and how they had reconditioned the phone. I even sent them a video of the issue as I was getting no where being bounced around their call centre where no one would take ownership of the problem. A summary of the unhelpful advice we received was (even though the problem was theirs as they sent fault phones) - take it to your nearest samsung store, ring samsung, buy a ten pound phone to cover yourself while we are dealing with your issue (6-8 weeks to deal with complaints I was told), i'll order you fourth phone then your case will be escalated and looked at by someone else!!!!! After around 6 weeks, countless calls to their call centre having to repeat everything as they do not assign you to a case manager, spending well over 20 hours on the telephone to them, tesco mobile and samsung (who were excellent) and visiting tesco mobile in-store about 6 times I got fed up and asked tesco mobile in-store to take ownership of the problem and get it sorted. In the end they said we could have a new Samsung A7 but at this point we had lost all faith in the phone and tesco mobile protect - the instore assistant was great and spent over an hour and a half trying to resolve. We ended up having to cancel down the existing contract, paying £150 upfront (but this would be refunded across a number of months) so we could start a new contract and get a new mobile that would actually work - fit for purpose. Worst service I have ever received. Then the Tesco mobile protect complaints team rings me two weeks later and says we have reviewed the case and we will give you £55 compensation - what a slap in the face - thats all they valued all the time, effort, stress and hassle we went through in trying to get this sorted across 6 weeks and all the hours we wasted. I told them to keep their money and I was not convinced in the slightest they will make any improvements. On top of this they didn't know if the fault we had with the three phones we had from them was just limited to us or affecting other customers - since Samsung told us it was a fault with the software I think others will also suffer with their service and failure to take ownership of the problem and put the customer first - had we not persisted I can tell you this would still be going on. Do yourself a favour and take out another policy with someone else or just use your household insurance.I would not recommend and will never use again.

My daughter mobile got smashed just tesco not only paying £8 a mouth insurance they want £75 to fix it. Over two years that would be £267.

Absolutely rubbish. Avoid at all costs! Replacement phone should of arrived Sunday. Still waiting today for my ex partners replacement phone. And the staff are unable to tell us when it will be arriving due to a technical issue with their couriers DPD. All those monthly premiums made for nothing. No call backs to update us. And when we asked when would someone be able to update us on the situation, they couldn't answer that either. Non existent service with non existent customer services! Meanwhile, we're left just waiting and wondering.

mislead by salesman who even when asked stated it was a straight swap even when asked igf this was for a new handset said yes then later in the fine print PAGES AND PAGES OF says reconditioned handset the customer in question is disabled and is lost with out his phone customer services unhelpful and takes 8 weeks to process a complaint about its services its a rip off dont use them

After being with TESCO PHONE INSURANCE a little under a year and I was forced to put in a claim after my phone was stolen one night. What followed was many weeks of calls, filling in forms and the general feeling of a wild goose chase. When I finally get an answer from them, it turns out that my claim has been denied. According to the helpful company, if my phone was on a private table, attended by myself and friends for the whole stay and well within eye line and my person, it is classed as 'unattended' and therefore NOT covered by the insurance policy! So if you're not physically touching your phone at the time, it's fair game for the thieves! Their reasoning of an 'unattended' phone not being covered by the insurance policy is also baffling to me, as they are happy to state (when making a claim) that they cover lost phones too, which are, essentially, unattended phones! They sure were happy to get me off of the line when they told me, ignoring any questions I was asking as to what I should do now. Very much a door shut in the face!