Need advice for Lost iphone

[Nomin0]

my boyfriend lost his phone. 16 promax. The phone was insured. When asked EE insurance team how to claim it, they cancelled my insurance and said that it's fraud. I don't know what to do now. Nobody gives me any advice just saying i have to wait. Is there anybody has some issue that solved? 

[Schockwave]

Hello @Nomin0 ,

Welcome to the community,

Why did your boyfriend not speak to EE about his lost phone, as it appears that you rang up and spoke about your boyfriend’s lost phone and then claiming on the insurance instead of him doing it, just looks suspicious to any insurance company.

[Nomin0]

1st I'm the account holder. I did the contract. 

2nd. He doesn't speak in english well. I called everywhere. They told me that i have to wait. I just asked is there any same problem which was solved. If you don't have pls don't get involved. Thank you

[Schockwave]

@Nomin0 , that last comment was uncalled for, I only tried to help, good luck with trying to get it resolved.

[Northerner · Accepted solution]

Hi @Nomin0 

Becase this is an insurance issue as per the terms and conditions you'll need to make a complaint. This is explained in your policy here: https://ee.co.uk/help/terms-and-conditions/insurance-warranty/full-cover-and-damage-cover

The insurers will have 8 weeks to reply and if you're still unhappy you can escalate your complain to the Financial Ombudsman Service (FOS). 

This is a different complaints process.

Thanks