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Insurance details of phone not found

Mubarak426
Investigator
Investigator

‎24-09-2023 07:56 PM

I couldn’t able to find the insurance details of my new iPhone, which i bought as a bundle 15 pro max and S9 watch together. Insurance details of watch visible but not iPhone.

0 Helpful
8 REPLIES 8
Chris_B
Grand Master
Grand Master

‎24-09-2023 09:02 PM

@Mubarak426   Did you take out insurance for the phone ?  This will be two separate insurances.    

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Mubarak426
Investigator
Investigator

‎24-09-2023 09:06 PM

Yes I bought the insurance for both phone and watch. But in the App I can’t see insurance details for mobile. I could see insurance for only watch. 

0 Helpful
Chris_B
Grand Master
Grand Master
In response to Mubarak426

‎25-09-2023 09:00 AM

@Mubarak426   Are you selecting the phone  in the app ?    The my EE app only shows one device and add ons for that device at a time. You need to change the device to show information for a different device.,  

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Mubarak426
Investigator
Investigator
In response to Chris_B

‎25-09-2023 09:52 AM

Please find the attached screenshot from EE website. Insurence is linked to one of the the device and no insurance information for another device.

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0 Helpful
Katie_B
EE Community Support Team
In response to Mubarak426

‎25-09-2023 10:04 AM

Thanks for getting back to us @Mubarak426. 

I would recommend getting in touch with our customer service team if your insurance is not showing for your new iPhone. 

Katie

0 Helpful
Mubarak426
Investigator
Investigator
In response to Katie_B

‎30-09-2023 02:00 AM - edited ‎30-09-2023 02:03 AM

Hi, 

I have bought insurance for my mobile and watch, but in the EE app, when I open the insurance documents for my iPhone, it is opening the Apple Watch series 9 insurance details with the IMEI number of the watch series 9. Why are no documents provided for mobile insurance? No documents were emailed to me regarding the insurance of the iPhone.

How would somebody trust if there is no document provided?

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0 Helpful
Chris_B
Grand Master
Grand Master
In response to Mubarak426

‎30-09-2023 05:26 AM

@Mubarak426   Documents will arrive via post.   I only just got my insurance documents 2 days ago for my watch.      How many insurance documents do you think EE are sending out at present because of the new iPhones/Watches. 

You have insurance for the phone it’s right there is your add ons.  “Full cover with Apple care services”.   Stop panicking you’ll receive documents 

0 Helpful
Mubarak426
Investigator
Investigator
In response to Chris_B

‎30-09-2023 09:23 AM

Hi Chris, sorry to disagree with you. It shouldn’t take weeks to generate documents. You can easily upload the PDF to the EE app on the relevant devices. You can’t attach watch instance docs to your iPhone. This is just unacceptable. If you don’t have relevant documents to show it to a customer, then do not attach the wrong files. 

It is unacceptable to show only watch insurance for iPhone insurance. I would expect a PDF copy of the instance document, which shows the IMEI number of my mobile, at the end of this week. Insurance will start from the day of initiation, and documents should be available within a day or two. 

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