Insurance claim

[AAccers]

Hello there, Due to my SPen in s23 ultra snapping and top half lodged in phone, EE have accepted a Claim and said the phone is not repairable so will issue a refurbished one (It is repairable just need long tweezers to remove the SPen then replace it as the phone is perfect)

My question is do I need to package my phone or just hand the driver the phone, also will It be replaced with another S23 Ultra as I do not want a downgrade

[Chris_B]

@AAccers  Yes it’ll be a s23 ultra.  But if the insurance company don’t have one it could be a like for like phone.  You usually get a notification of this though.    Doesn’t hurt to wrap it up yourself. 

[AAccers]

Ok that is brilliant thank you, I do have a further issue, The claim was accepted yesterday, however I received an email saying "There is an issue processing your claim call 105" after doing so they have told me due to the SPEN not being covered on insurance the claim is denied,

I pay Full Cover and the SPen is Apart of the phone not an accessory and is currently stuck inside the phone( phone is definitely covered on the insurance) why is the SPen not covered if I brought the Device from EE with the SPen already inside "As Sold" surely my insurance should cover the whole product purchased from EE as they sold it to me, or clearly state when purchasing insurance it does not cover the full item purchased

Any help is appreciated 

[AAccers]

After a follow up phone call because I think this is very misleading and dodgy for Phone Insurance, To offer insurance on a product you sell and then not pay out or Repair (I don't want a new phone I just want the damaged SPen that is inside the phone and could cause a safety hazard, removed, all I want is the SPen removed from the device and I can buy a new SPen, To sell products but not cover the product you are selling is not good business practice and seems like False Advertisment, I am currently debating going to Trading Standards for this issue as I really don't understand why you will replace a charger, which you don't call an accessory, but something which is a function of the phone and the product when purchased has with it and you cannot buy the phone without it isn't insured, affects functionality and the device itself which you say is insured

[Lesley_W · Accepted solution]

Hi @AAccers 

I understand you have been left disappointed after speaking with the insurance team. If you are not happy with the outcome of your claim, you can make a complaint with the insurance team. You can see the ways to do that here How Do I Buy, Upgrade or Cancel My Insurance?.

Lesley

[Chris_B]

@AAccers  I’ve been doing a lot of searching on this,  the Spen is classed as an accessory and it’s  not integral to the use of the device. The comment of the charger is covered by insurance, that’s because its integral to the use of the device as you cannot use the device unless you can charge it.    

 might be worth contacting Samsung about this to see if they can help. 

[AAccers]

The problem is Chris I'm not worried about the SPen being replaced/repaired just the phone which has the SPen Lodged in it, Surely they should repair the phone as per insurance