Hi Chris,
I asked who best to raise a formal complaint with, and was told it would be best to get third party insurance. He had expressed on my behalf that the notes on the contract clearly proved I took out the insurance, and the cancelled policy was not my fault, but Insurance and Sales both denied the request saying “there isn’t an option after 90 days.” The request I made to insure my handset was placed on the day I upgraded my contract with EE, not on the other day I rang up to ask why it had been cancelled.
It’s completely unacceptable and frustrating that down to a fault somewhere within EE, my policy was cancelled, and won’t be reinstated. A third party insurance, not through yourselves, may even give me a bigger problems down the line if there’s a repair or replacement handset and it comes to trading in my device at upgrade or viability to claims with Apple Care. If that happens, and I explain it was suggested that I take out third party insurance, I’m sure I will be brushed of again and ignored by the company. I no longer feel safe as a customer within the network.
