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★☆☆☆☆

“Don't use them. Absolutely awful when it comes to claiming”

Written on: 02/12/2016 by Montgomerydz59 (1 review written)

My daughter's mobile 'phone was stolen. Simple enough I thought. We had a crime number and the receipt. The excess on my Churchill home insurance policy is pretty high at £250 but I thought "oh well, I'll claim anyway". Churchill pass their claims off to a 3rd party called Direct Validation Services who are useless. Because it was an Apple iPhone bought directly from the Apple Store online the only way to block the device was to use the Apple software "Find My Phone" which allows you to wipe the 'phone. Normally you can ring your mobile provider if you bought your mobile on contract still. They will then block something called the IMEI (the unique number that identifies your device) on a big database that prevents the 'phone from being sold on. Apple don't support this. We did block the Virgin SIMcard but Apple were adamant "just use Find My Phone".

I tried everything. Ringing Apple (not easy to find a number), emailing, looking at forums online. All give the same answer. Apple don't block the IMEI. It's well known apparently. This resulted in me going round the same loop, like ground hog day, with Direct Validation Services. Eventually they agreed to use a screen shot of the 'phone showing as deactivated on the Apple Find My Phone app as evidence and said "ok your insurer will be in touch to settle". When they didn't contact me I rang Churchill to be told "It's not blocked on the IMEI database". This is the fourth time I've been through this now and has taken two months.

I had quite a few things insured with Churchill as do my family. I will be moving all of them to someone else and NEVER using Churchill again. Absolutely awful service. They even said to me "It's never been a problem before". Really Churchill? You're telling me that Apple's standard way of dealing with this has not come up before? That you personally know about this and that this is a good thing to say to a customer who has been put through the mill on the 'phone?

To be honest, I felt like a criminal for evening daring to try to claim. They are just utterly useless. DO NOT USE

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