Firstly, a lot of people are complaining as they have not read the small print, it's insurance, you always read the small print!! My only complaint is the process of having to make a claim! 20 days after taking out my T-Mobile contract and this insurance they sold me, my phone was stolen from my pocket. I am making a claim for theft even though the police and fonesafe both say that I can't prove it was stolen! One minute it's in my pocket, 30 mins later it was gone and there was no way it could have fallen out of my pocket as I was standing the whole time. Police have refused to give me a CRN even after coming to my home to take a statement. That was the 3rd statement I had given after giving two to fonesafe. They then asked for proof of bank account, proof of address and proof of who I am. I emailed them copies of my bank statement, driving licence and passport, but they cannot use my driving licence as proof of address! I live at home so do not have any utility bills, no credit cards nothing! I can send them my payslip but it does not show my employers address which aparently they need as well! Looks like I'm going to have to open another bank account just to prove even further who I am. I understand that people fraudulently claim on mobiles but look at it this way.. Even if I had the phone it is blocked, unuseable! It's been black listed so i could never sell it so it's an expensive shiny paperweight. I also had to pay £10 to get a new sim card, and having to pay £100 excess for a new phone (IF they accept my claim) so why on earth would I be going throught this process if I wasn't for real! It's like they make the process as long as possible in the hope that people just give up! Oh well, rant over! Just annoying, seems the average claim process takes at least a month if you can't prove who you are in 1000 different ways! Rant over!

Granted there are people out there that will happily con the Insurance companies, but the recorded message they play when you call is enough to put genuine claiments off. Mine was a 100% genuine. I was informed by the claims handler that he'd "just managed to get the claim through"...should I be grateful?. I'm pretty certain the replacmenet phone is a refurb and was delivered with no back to the phone. I'm still waiting for this 72 hours after advising fonesafe it was missing. Not terribly impressed, particularly with an excess of £35. This was via First Direct and I've noticed they have changed mobile cover provider from next month. If my experience is anything to go by, I'm not surprised