Insurance - help

Jm2515 · ‎05-09-2025

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.

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.

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!

22 year customer - 2 current contracts with them- can anyone help?

Matt_124 · ‎05-09-2025

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.

You can find advice for doing so here: https://ee.co.uk/help/insurance/how-do-i-buy-upgrade-or-cancel-my-insurance

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.

View solution in original post

Matt_124 · ‎05-09-2025

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.

You can find advice for doing so here: https://ee.co.uk/help/insurance/how-do-i-buy-upgrade-or-cancel-my-insurance

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.