EE sells you insurance on their website that's a complete SCAM!

[AngryChippy]

I've been a customer with EE for over 10 years now and this insurance experience has seriously made me start looking at different networks now just out of spite.

I bought an OPPO FIND X9 PRO from the EE website, the EE website offers you insurance on the same page where they charge you for the phone and now unfortunately after 11 months I've dropped and broken my phone, I contact the insurer (Chubb) and make a claim, they ask me to pay the EXCESS and THEN they say the model phone I bought doesn't even exist in their system??? WHAT? Why the **bleep** is EE selling a phone and insurance for a phone they dont have on their system? Why the **bleep** am I charged an excess fee for a claim they're unable to fulfill??

It's been almost 3 WEEKS since they've charged me EXCESS FEE on top of the already monthly insurance payment I've been making for coming close to a year now and still no resolution in sight. Almost 3 weeks after I paid the excess they finally contact me and offer me some different phone that they think it's an upgrade(IT ISNT) meanwhile the phone I've purchased that they claim they don't have a replacement for is STILL ON SALE on the EE WEBSITE! ( https://ee.co.uk/products/oppo-find-x9-pro-sim-free )

Total sham companies *EE* and their underwriter Chubb. I'll make sure I'll spread the word on every social network I can, absolutely abhorrent behavior!

[Northerner]

Hi @AngryChippy 

Read your policy terms and conditions and complain as it explains.  Then if your are still unhappy you can escalate your complaint to the financial ombudsman services.

Depending on your policy: 

Your replacement device

Your replacement device may be refurbished, but we test each one to make sure they’re fully working. Your replacement will be the same or a similar specification to your old device, but it may be a different model or operating system.

If we don’t have your device in stock and can’t find a suitable replacement, your delivery will be made as soon as a suitable device is available. 

If your replacement device is found to be faulty within the period of your original device’s manufacturer’s warranty, we will either repair or replace your device at no additional charge.

Your replacement device will come with a warranty from EE for either the time period of what’s left of the manufacturer’s warranty, from the original device, or 30-day warranty, whichever is the longer. The replacement device will still be insured until your cover ends.

https://ee.co.uk/help/terms-and-conditions/insurance-warranty/full-cover-and-damage-cover

Thanks 

[Chris_B]

@AngryChippy  You contact EE not the underwriters directly. 

[AngryChippy]

@Northerner So you think it's normal to sell insurance for a phone you've NEVER had a replacement for? A phone that doesn't even exist on their system? Funny that, are you employed by EE btw?

How about the fact that they charge you excess fee and then they scramble around trying to discover why my phone model doesn't even exist as an option in their system? and then no communication for 2.5 weeks after charging the excess?