insurance

cy171 — Tue, 15 Sep 2026 09:12:23 GMT

I am writing to formally raise a complaint regarding the way my insurance claim has been handled.

I currently pay £24 per month for insurance on my iPhone 17 Pro Max, in addition to my monthly phone bill of £145. I have also been an EE customer for approximately 8 years, so I am extremely disappointed with the level of support I have received.

I lost my phone over the weekend and have contacted EE repeatedly yesterday and today to try to get my insurance claim processed. I have been told that the claim is still pending and that I need to wait for a manager to contact me, but I have not been given any clear timeframe. I have simply been told that it could take a few days.

This is causing me serious problems because my phone is essential for my employment. I work in trade plate driving, which requires me to be constantly on the road and to use my phone for work-related communication. My employer has confirmed that I cannot carry out my work without access to my phone.

As a result, I am currently unable to work and earn money. I still have rent, household bills and my £145 monthly phone bill to pay, and this situation is putting me under significant financial pressure.

I pay £24 every month specifically for insurance so that I am protected in circumstances such as this. I am therefore extremely frustrated that, despite repeatedly contacting EE and being willing to pay the required excess immediately, I am still being left without a resolution.

I am not asking for anything unreasonable. I simply need my claim to be dealt with urgently so that I can receive a replacement phone and return to work. I need this resolved this week because I cannot afford to remain unable to work.

I would therefore like this complaint escalated to a manager urgently and would like a clear timeframe for when my claim will be processed and when I can expect to receive my replacement device.

If this matter cannot be resolved promptly, I will have no choice but to request a formal deadlock/final response and consider escalating the complaint to the appropriate telecommunications Alternative Dispute Resolution (ADR) scheme/Ombudsman service.

After being an EE customer for 8 years and paying for insurance every month, I feel that I deserve a much better level of support, particularly when this situation is directly preventing me from working.

I would appreciate this being treated as an urgent complaint and I look forward to receiving a prompt response.

Re: insurance

Rach_H — Tue, 15 Sep 2026 11:33:14 GMT

Hi @cy171,

Welcome to the Community!

I'm sorry to hear about what has happened with your insurance, and I can understand how much of a concern this must be for you. We do not have account access here but if you reach out to our team then they will be able to help you log an insurance complaint.

Rach

Re: insurance

Chris_B — Tue, 15 Sep 2026 12:31:05 GMT

@cy171 You also want to to request a replacement sim, That can be put in to any phone

Re: insurance

Northerner — Tue, 15 Sep 2026 15:58:18 GMT

Hi @cy171

As per your terms and conditions you need a complain as per instructed in your wording, Then after 8 weeks (if EE take that long) you can escalate your complaint to the financial ombudsman services.

EE insurance is a regulated product and the complaints process is different.

https://ee.co.uk/help/terms-and-conditions/insurance-warranty/full-cover-and-damage-cover

Secondly if your phone is important to your business then you should own a back up device in case of such events where your main phone is not available.

Thanks

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