Unhappy with Insurance Claim

HannahLP — Mon, 05 May 2025 16:06:36 GMT

I made a claim on my insurance yesterday as I had dropped the phone and the back of the phone had large cracks where you can see the components inside. The claim went through successfully and I had booked it to delivered tomorrow.

Today about 15 minutes I got a message to state that the phone is out of stock and to call to arrange an alternative device.

I currently have a yellow iPhone 14 and the lady offered me the phone in blue.

I do not like the phone in blue and so was told that I will need to wait for it to come back into stock.

i am really unhappy with this as I have paid monthly for the insurance for 24 months this month and with an excess of £100 I could actually buy my phone elsewhere with the funds used. I purchased the insurance to ensure that if my phone broke I would be able to get a next day replacement (I am already waiting an extra day because of the bank holiday) as I need to phone for work.

I now do not know what happening and am worried that The damage will worsen and I will be without a phone.

Due to this experience I am doubtful if I will insure with Ee again as it is actually much more expensive than other insurance both monthly and excess.

Re: Unhappy with Insurance Claim

Northerner — Mon, 05 May 2025 17:32:45 GMT

Hi @HannahLP

As per the policy terms and conditions if you're unhappy you can complain however the replacement policy is not based on the colour rather specifications:

topic Re: Unhappy with Insurance Claim in Contracts & Billing

Unhappy with Insurance Claim

Re: Unhappy with Insurance Claim