I had my phone stolen and made a claim. It took them two weeks for them to process it. After the claim was completed and approved no replacement phone came. I had to make several calls to them, wasting time and money, the staff were completely unhelpful and in a very robotic manner, they told me, they don't have managers, it is the fault of their dispatch not them. The phone arrived after a further two weeks, and did not work. After spending all morning on the phone to T mobile who were useless, I spoke to apple who told me the phone they had sent me was 3 years old and locked to 02. After several more calls to the insurers, it took another three weeks to receive the bag they said they would send for me to return the phone in. After another wait I got another replacement handset which doesn't work properly, the volume is faulty, and i just cant bare the thought of having to contact them again. I paid a huge excess and was paying the t mobile contract price the whole time, i was without the phone. After sending a written complaint in four weeks ago, there has been no reply. I would advise anyone to go elsewhere for your mobile insurance, never ever get t mobiles phonesafe. I wouldn't have given them one star, but you have to give them at least one on this site. I now know there are many phone insurers and if you get a t mobile phone you can get insurance elsewhere rather than having to have theirs, I took it out in good faith when I got the phone from them, don't make the same mistake I did.

had insurance via T-Mobile via phonesafe, what a waste of time t-mobile shop was good about it but the insurance company what a complete joke after lengthy calls all costing me extra on top of the bill, my son lost his phone so i cancelled it and blocked it like you do, contacted the insurance company and just seemed to be going around in circles,i cancelled the direct debit 2 days later and it took that long to try to sort out i still didnt get another replacement cause they wanted to take more payments i just sacked it as a bad idea would never take out phone insurance again ever ever

T-mobiles mobile phone insurance is basically a pointless exercise customer service was very low from T-mobile and their insurance company, I had my phone stolen while at the gym from the changing rooms and had the police crime number they were very disrespectful on the phone and also when asked to speak to a manager refused and told me they don't have managers ha complete joke! DO NOT RECOMMEND wasted of money and time. They dont pay out!
Lee!

My dad got me a Blackberry Curve 3G (9300) this Christmas on contract with t-mobile insurance 'fonesafe'. Just over a month later, my phone was stolen in the changing rooms in my school, whilst I was in PE. I wasn't too upset, as my blackberry was ensured.
After reporting this to the police the same day, my dad contacted my insurance company, as they cover theft. He explained my situation and they REFUSED to give me a new phone even though it had been STOLEN.
They said some rubbish about it being MY FAULT as my phone wasn't with me?!!
After the encounter with 'fonesafe' I know to NEVER use them again and I thought it would be a good idea to warn people before joining them.
They are CROOKS which get you to pay insurance every month only then to have them reject your claim? Wow.

My excess was appalling, they took weeks and weeks to fix my phone and did a crass job of it, i was so shocked that t mobile are associated with them, they are a horrible scam....

My Blackberry got damaged almost two months ago. I reported the damage immediately. Fonesafe told me the claim had been accepted and they would send a SAE to me - so I can send in my damaged phone for an attempted repair. I paid an excess of 30 pounds. It's been about six weeks and seven requests for the bag. Nothing so far. I had to buy a replacement phone for 20 pounds and was not able to use Blackberry services or the internet. I spoke to them on a 084 number for a couple of hours. If you add that in on top of the 24 months I've been paying the insurance at 8.99, it's cost me around 280 pounds. Can get a new Blackberry for half that. Don't bother.

2 months to get my phone back after T mobile wrote it off, Pone safe then wanted to do their own engineer report . I jsut called as I waspickpockketed and I am not covered s I didnt update my IMEI numer.

STaff were pleasant on the phone but the policy really does prevent you from caiming if they can.

When my mobile began to freeze, I contacted T-Mobile and sent the phone to them to check the fault. It was returned with 'water damage' being the diagnosis. Unfortunately, the warranty didn't cover this. Therefore, I tried to claim via the insurance - however, because I hadn't notified them within 48 hours of the problem occuring, it was declined! Appalling.

Why don't Fonesafe make it absolutely clear that any problems need to be shared with them even if you are trying to solve the problem without claiming?!? alternatively, why don't Fonesafe recognise that if a customer has returned the phone to T-Mobile then there was clearly an acknowledgement of a problem!

I recently bought a Iphone 4 sfter 4 days i broke the phone. Was gutted took the phone to Apple who were really unhelpful. I then contacted Phonesafe who were excellent they were understanding and had a new phone out to me in 4days I was only on the phone for about 5minutes and was easy they organised the collection of the old phone and the delivery of the new seemed all to good to be true.

DO NOT USE THIS COMPANY!

If you have been sold this "cover" then follow the cancel procedure and get contents insurance with mobile cover included, its cheaper (for the (iphone 4), i am paying £12.99 a month, and will COMUNITCATE with you, i have had a claim in now since Nov, not once have i had a call from them, letter, e-mail, nothing. I have to phone them ALL the time, and always get the "its in our process Department", you can't talk to anyone in that department, and the guys on the phone don't know where you claim is up to.

-10 out of 10, worse company for misleading, mis selling, lazy, un professional, useless, rip off.

If you're with them leave, if your not, I hope you read the countless reviews about this firm and get cover else where.

Oh for the record, I lost my iPhone in a cab (I think, hence I lost it), phone up T-mobile, got it blocked, phoned Police, no need for a crime number for lost mobiles in the UK, got my IME number, phoned Fonesafe 30.11.2010, got my form emailed no problem, and now here I sit ..14th December 2010 ..no call's no info, constantly chasing them up .

absalute rip off.WHEN MY CONTRACT HAD EXPIRED WITH T MOBILE,I WASNT AWARE OF THE FACT THAT I HAD TOOK PHONE INSURENCE OUT WITH THEM.ANYWAY 3 YEARS LATER I AM STILL PAYING FOR THE INSURENCE FOR THE PHONE I HAD AT THAT TIME.DIDNT BOTHER TO CANCEL OR TELL ME THAT THIS WAS HAPPENING.TAKING THEM TO COURT TO CLAIM MY MONEY BACK.

Absoloute rubbish!!
I had my white blackberry phone for 3weeks when i lost it on a night out, as soon as i got home i blocked my sim then the next morning phoned the police and e-mailed the insurance company (as it was a sunday they were closed) anyway they told me they would get back to me within 48 hours. So 48hours passed and hadn't heard anything so i ring them, they tell me i've got to send in copys of i.d. I sent in about 5 documents with everything they asked for on and more because i didn't want them getting back to me saying i hadn't sent something in. They than rang me and told me i hadn't sent a copy of my address, but i had nearly everything i sent had an address on it! I then get told i have to pay excess of £60, even though on the written documents it says its £30 for the first claim, but i just wanted it to be sorted so i accepted it. Anyway they finally accepted my phone and told me a replacement would be sent out within 48 hours and that i will get the exact phone in the exact colour. Then it got to over a week and i still hadn't recieved my phone so i ring them yet again and the customer service advisor tells me there waiting for me to pay my £60 excess, which they took out of my bank 30minutes after they accepted my claim the first time. It took her 10minutes to realise i had already paid it but someone hadn't clicked on the computer that it was approved, so my phone hadn't even been sent out yet. Well i finally get my phone 4 days later, open it up and it's not even the same colour i had. If i wanted a black phone i would have bought a black phone not a white one, but i couldn't be bothered with all the hassle so thought i'll just live with it. Then i get on with setting it all up and then realise that one of the keys doesn't even work!!
Its an absoloute joke, it'll now take me another week or 2 to get ANTOHER replacement.
My advice would be to stay well clear, they've been nothing but hassle.

My girlfriend recently had her phone taken in a mugging. Despite having a crime number from the police, and reporting the phone stolen to T mobile the same day, Fonesafe declined the claim. After several converations with "customer services", I was told that because they had not been informed within 48hrs, the claim was rejected. They informed me that they are a business partner of T mobile only. The literature in the shop is very misleading, not making it clear that Fonesafe are a separate entity. This is at the very least, sharp practice. My advice is don`t use these rip off merchants if you want decent service and good insurance cover for your phone. A horrible experience all round.

Was 6 days out from telling them I had accidently broken my phone and they would not honour the insurance.... what a load of trash!!! You must notify them within 2 days of the damage occuring. Why bother having any insurance at all:(

Fonesafe took my money for 20 months...£8.99 per month. When I changed the phone, policy said I had 45 days to tell them but the phone went wrong before the 45 days were up...in fact 10 days after getting phone. Fonesafe said I couldn't claim because I hadn't told them about the change of phone. DONT TOUCH THIS COMPANY....unless you have money to give away!

took out this insurance for my 18 year old son (which t mobile knew he was the user of the phone)He lost he phone and surpise, surprise, this insurance company declined to pay the claim. even allow i have had no PAPERWORK from them to read THEIR TERMS AND CONDITIONS and register my son as a user. WAITING ON A SENIOR MANAGEMENT PERSON TO GET IN CONTACT.

I took out insurance with fone safe after two months I am still without a phone it has been one excuse after the other,and t mobile told me my phone was damaged but the warranty had run out and put to me in writing it was water damaged,this company took 25.oo excess from my account and said they would send me a new phone,what they in fact did was send me back my old,all dented by the post and not working,They are now saying I have to put another claim in,Why because they want more money.
I am discusted by this company and to think a big company like T mobile to recommend a company which clearly is so bad,Just reasd the views,Please avoid paying money for nothing.

Having made a claim to Fonesafe via fax as the lines were closed, I have just been told that because i did not call in then my claim is invalid. Although i did ring to confirm the receipt of the fax as i had not heard anything from the company that does not count as it was after the 48 hour threshold.

Interestingly ,but counts for nothing it would appear ,is the fact of how busy they are, the delay in processing my claim was that they receive a fax a minute, or so i was told.

But still my fault for not calling through the claim in the first place despite them being shut.I was told i should have followed the instructions on the website, ie download a form and fax it !

I am 4 weeks into to trying to claim for a lost phone.Having misplaced it along with my credit cards i reported it to the police.So far i have filled in the claim form only to be told that they did not receive it, as the member of staff had not sent to form by fax.I rang T-mobile to be told they would fax it again straight away.Two more weeks and phonesafe have said that as soon as it is faxed we have to ring them straight away because they get so many faxes the machine cant cope and some times they arrive without the data on!So got to go into shop again and start all over again.After reading these reviews i guess the claim is going to be rejected anyway.What an awful company they need to be stopped.T moblie must have some responsability for selling to insurance product!