EE INSURANCE FARCE

[Leesutton47]

I've cracked my s23 ultra screen and have insurance, and had my claim accepted and was advised a replacement phone will be sent out, but I would have to hand my broken phone over to the courier when he delivers the replacement. 

I was told to use the cloud to back up my phone. I don't use the cloud as don't trust that all my personal stuff will be saved. I also have thousands of photos and work documents.

I want to use Samsung switch app as I've used it previously and it works so well, but they won't issue me a replacement and allow me to return the broken phone the following day, they say its just not possible.

However, if I use the upgrade anytime service it clearly says that they will send out a new phone and that my existing phone can be returned after I have transferred data phone to phone

Why the lack of service from the insurance team???

I've even asked that the replacement phone be sent to a store so that I can do the transfer and they can take the damaged phone, but yet again this is not possible.

As usual it seems that when you are upgrading anything is possible and there is always someone there to help and bend over backwards for your business but when it come to insurance customer service is a foreign concept.

Utterly fed up with the whole thing

[Christopher_G]

Hi @Leesutton47 

Welcome to the community.

I'm sorry to hear that your phone is damaged. I understand your reasons for wanting to send your broken phone back at a later date, and your frustration at not being able to, but the replacement service does require the delivery driver to scan in and take the broken phone away.

The process for upgrade trade-ins is different and goes through a different service.

Chris

[Leesutton47]

What utter nonsense.

The procedure is the same, i.e. an old phone is being replaced by a new phone, there is no logical reason that the process has to be has to be done any differently, other than new business is all you are focused on.

Shocking service which will result in me taking this as far as I can amd also looking for a new provider 

[Chris_B]

@Leesutton47   Do you have access to a PC ?  You can backup your device to this.   This way you also keep the photos should you ever break the device and it’s none functional.    If you’ve not backing up the device to save the information on it should the worse happen everything on the device could be lost. 

[Leesutton47]

I don't have a p.c. and don't use cloud based back ups as I've read they don't save EVERYTHING on your phone, using the smart switch app however when you get a new phone does move everything as I've done this many times.

This is not an issue with me, the issue is why insurance claims are dealt with completely different to new business. Why am I paying insurance when it's clearly made as difficult as possible with no consideration as to what may be best for the customer who has paid for a sub standard service

[Chris_B]

@Leesutton47  When it’s an upgrade the device is sent to you via courier and they are not  collecting the old device as it’s only a drop off service,  So you have time to sort out the new device before you send the old one back via post.   an insurance claim the courier drops off the device and has to pick up the old device that’s broken as this device is no longer yours it belongs to the insurance company.      Not sure where you got your information from about a cloud service that doesn’t back up the information from your device.   Have you ever tried it ?     The courier also doesn’t have time to wait while you exchange all the information over as this could take awhile.    You must also remember to remove any security feature from the broken device ie  your password to gain access to it and remove it from your google account.  If this isn’t done the courier will not hand over the new device.  

[Leesutton47]

As I said in my initial post, if you use the 'any time upgrade ' you do have to return your existing contract phone, however, you are sent a pre paid envelope to return that handset once you have transferred your data phone to phone

If you upgrade at the end of your contract then obviously there is no handset to return

[Chris_B]

@Leesutton47  And you’re not upgrading your making an insurance claim.  It’s a different service.    It’s an exchange of devices at the same time. you get a replacement device and hand over the broken device.  Again the broken device that’s been replaced via insurance isn’t your device it belongs to the insurance company who want to take back their device.    It’s an exchange on delivery.   You agreed to the insurance and what and how that’s provided when you make a claim.     There’s nothing you can do to change how this operates and you’ll not be the exception.    I think all the networks operate insurance this way.   

[Leesutton47]

ITS THE SAME COMPANY !!!! 

MY INSURANCE IS WITH E.E.

MY INSURANCE PREMIUM IS COLLECTED BY E.E.

IM TOLD THAT THEY ARE ALL E.E. EMPLOYEES

NO REASON FOR DIFFERENT PROCEDURES