I am writing to formally raise a complaint regarding the way my insurance claim has been handled.
I currently pay £24 per month for insurance on my iPhone 17 Pro Max, in addition to my monthly phone bill of £145. I have also been an EE customer for approximately 8 years, so I am extremely disappointed with the level of support I have received.
I lost my phone over the weekend and have contacted EE repeatedly yesterday and today to try to get my insurance claim processed. I have been told that the claim is still pending and that I need to wait for a manager to contact me, but I have not been given any clear timeframe. I have simply been told that it could take a few days.
This is causing me serious problems because my phone is essential for my employment. I work in trade plate driving, which requires me to be constantly on the road and to use my phone for work-related communication. My employer has confirmed that I cannot carry out my work without access to my phone.
As a result, I am currently unable to work and earn money. I still have rent, household bills and my £145 monthly phone bill to pay, and this situation is putting me under significant financial pressure.
I pay £24 every month specifically for insurance so that I am protected in circumstances such as this. I am therefore extremely frustrated that, despite repeatedly contacting EE and being willing to pay the required excess immediately, I am still being left without a resolution.
I am not asking for anything unreasonable. I simply need my claim to be dealt with urgently so that I can receive a replacement phone and return to work. I need this resolved this week because I cannot afford to remain unable to work.
I would therefore like this complaint escalated to a manager urgently and would like a clear timeframe for when my claim will be processed and when I can expect to receive my replacement device.
If this matter cannot be resolved promptly, I will have no choice but to request a formal deadlock/final response and consider escalating the complaint to the appropriate telecommunications Alternative Dispute Resolution (ADR) scheme/Ombudsman service.
After being an EE customer for 8 years and paying for insurance every month, I feel that I deserve a much better level of support, particularly when this situation is directly preventing me from working.
I would appreciate this being treated as an urgent complaint and I look forward to receiving a prompt response.
