topic Re: Insurance claim in Android Devices

Insurance claim

Pithie — Sun, 07 Aug 2022 11:02:04 GMT

I would like to know why I'm being told why I can't claim through insurance on my Samsung smartwatch for a breakdown when my insurance covers breakdowns?

Re: Insurance claim

Northerner — Sun, 07 Aug 2022 11:37:47 GMT

Hi @Pithie

You'll need to speak to your insurance company. They should have explained why. What does your T&C say?

There is no customer account access on these forums.

Thanks

Re: Insurance claim

Pithie — Sun, 07 Aug 2022 11:43:57 GMT

My insurance was taken out with the smartwatch through EE. They've told me that my insurance doesn't cover breakdown even though the insurance policy I have with EE covers breakdown as I have full cover

Re: Insurance claim

Northerner — Sun, 07 Aug 2022 12:29:12 GMT

Hi @Pithie

Your policy will have a complaints process. I suggest you follow that process if you're unhappy with the claims decision.

Thanks

Re: Insurance claim

Pithie — Sun, 07 Aug 2022 12:59:55 GMT

I've raised the complaint and I've raised a complaint with EE, I've posted on here to get more attention to the matter, I've also posted it on EE social media pages because the handling of this has been so poor, I've been dealing with this since Tuesday and I'm still no further forward with no idea what's actually going on

Re: Insurance claim

Leanne_T — Sun, 07 Aug 2022 13:38:37 GMT

Hi @Pithie

Thanks for coming to the community.

Has the watch been damaged or has this become faulty?

Thanks.

Leanne.

Re: Insurance claim

Pithie — Sun, 07 Aug 2022 13:42:04 GMT

It's faulty, as i said it's a breakdown, breakdown would indicate faulty

Re: Insurance claim

Leanne_T — Sun, 07 Aug 2022 13:50:54 GMT

Thanks for confirming @Pithie

How long have you had the watch?

Leanne.

Re: Insurance claim

Pithie — Sun, 07 Aug 2022 13:55:36 GMT

Since February and yes I've done all the diagnostic stuff now 3 times over the phone, while being passed between tech and insurance because they just appear to like passing People on. But it still doesn't change the fact my insurance covers breakdowns and they're refusing to accept it due to being a breakdown even though its covered in the insurance. I'm beyond sick of this now and the fact it's been ongoing for nearly a week without anything being done shows just how poor this is being handled by EE, the stress and everything else EE has caused me this week has been crazy all because nobody that I've spoken to has a clue what they're doing

Re: Insurance claim

Leanne_T — Sun, 07 Aug 2022 14:01:28 GMT

Hi @Pithie

I have sent you a private message on here for some extra details.

Leanne.

Re: Insurance claim

Northerner — Sun, 07 Aug 2022 15:27:12 GMT

Hi @Pithie

If you've had the device since February is this your terms and conditions?

https://ee.co.uk/content/dam/ee-help/Termsandconditions/EE%20Full%20Cover%20and%20Damage%20Cover%20Terms%20-%2015032021.pdf

Faulty product isn't breakdown but regardless breakdown isn't cover under this policy. If it's faulty you need to claim on your device warranty.

Thanks

Re: Insurance claim

Pithie — Sun, 07 Aug 2022 15:37:05 GMT

I take it the word breakdown in there is a mistake then, but please keep making up the excuses, I've been told even by tech team that I keep being panned of to by insurance that my policy covers breakdowns. But please keep making up excuses.

Re: Insurance claim

Northerner — Sun, 07 Aug 2022 17:40:45 GMT

Hi @Pithie

It says "depending on which insurance policy you have"

The old policy coved more options, than this new one from 3rd March 2020. Some people might still be on the old policy.

If you are on the new policy as I linked to then your only covered for damage as a result of accident damage

Accidental Damage, Accidentally Damaged - Your
Mobile Phone or Connected Device stops working
normally as the result of an accident (including a
cracked screen and liquid damage) or a deliberate
act by someone other than You or an Authorised
User.

If your device is just faulty (manufacturers fault) then you can claim from your warranty or via EE repairers.

Thanks

Re: Insurance claim

Pithie — Sun, 07 Aug 2022 17:49:36 GMT

As I've already told you I have been told by EE my insurance does cover for breakdown, when I submitted the claim to the insurance I put it as a breakdown, after filling out the claim online I was told my claim was successful and replacement would be sent, to which didn't happen, to phone to be told its pending and since then I've been passed from tech to insurance ever since. Because clearly nobody at EE has a clue. So I've been told my insurance covers breakdowns my insurance claim was successful just for it to then change to pending to which I was never informed about and only found out after calling. I'm here now again with you who again is making up excuses and clearly you have no clue and I can see I'm still wasting my time 👍

Re: Insurance claim

Leanne_T — Mon, 08 Aug 2022 06:47:43 GMT

Hi @Pithie

I have replied to your private message.

Leanne.