https://community.ee.co.uk/t5/Apple-Devices/Insurance-help/m-p/1561656#M153607 <P>After waiting for a new phone after an insurance claim including 4 days with no service / handset I received a new one and sent the old one back.</P><P>today I received a package saying I’ve not returned the correct handset (iPhone 14) but instead my old iPhone 12 handset which I had before my last upgrade.&nbsp;<BR /><BR />the phone is clearly a 14 (see pics ) but they’re saying the EMEI is not the same despite the obvious. Zero help or anyone willing to take accountability or my claim seriously when I called just basically suggesting I’m committing fraud!</P><P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="IMG_0170.jpeg" style="width: 3024px;"><img src="https://community.ee.co.uk/t5/image/serverpage/image-id/39827i28DF966D201E49B0/image-size/medium?v=v2&amp;px=400" role="button" title="IMG_0170.jpeg" alt="IMG_0170.jpeg" /></span></P><P>&nbsp;<BR /><BR /></P><P>22 year customer - 2 current contracts with them- can anyone help?</P> Fri, 05 Sep 2025 17:19:14 GMT Jm2515 2025-09-05T17:19:14Z https://community.ee.co.uk/t5/Apple-Devices/Insurance-help/m-p/1561656#M153607 <P>After waiting for a new phone after an insurance claim including 4 days with no service / handset I received a new one and sent the old one back.</P><P>today I received a package saying I’ve not returned the correct handset (iPhone 14) but instead my old iPhone 12 handset which I had before my last upgrade.&nbsp;<BR /><BR />the phone is clearly a 14 (see pics ) but they’re saying the EMEI is not the same despite the obvious. Zero help or anyone willing to take accountability or my claim seriously when I called just basically suggesting I’m committing fraud!</P><P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="IMG_0170.jpeg" style="width: 3024px;"><img src="https://community.ee.co.uk/t5/image/serverpage/image-id/39827i28DF966D201E49B0/image-size/medium?v=v2&amp;px=400" role="button" title="IMG_0170.jpeg" alt="IMG_0170.jpeg" /></span></P><P>&nbsp;<BR /><BR /></P><P>22 year customer - 2 current contracts with them- can anyone help?</P> Fri, 05 Sep 2025 17:19:14 GMT https://community.ee.co.uk/t5/Apple-Devices/Insurance-help/m-p/1561656#M153607 Jm2515 2025-09-05T17:19:14Z https://community.ee.co.uk/t5/Apple-Devices/Insurance-help/m-p/1561662#M153608 <P>With Insurance, any grievances or complaints have to be treated differently to usual complaints about your mobile service since Insurance is an FCA regulated financial product/service.</P><P>You can find advice for doing so here:&nbsp;<A href="https://ee.co.uk/help/insurance/how-do-i-buy-upgrade-or-cancel-my-insurance" target="_blank" rel="noopener">https://ee.co.uk/help/insurance/how-do-i-buy-upgrade-or-cancel-my-insurance</A>&nbsp;</P><P>No-one can directly assist through this forum as it is a public user forum and there is no account access - this would need to be resolved through the proper channels laid out above.</P> Fri, 05 Sep 2025 17:36:38 GMT https://community.ee.co.uk/t5/Apple-Devices/Insurance-help/m-p/1561662#M153608 Matt_124 2025-09-05T17:36:38Z