“Misleading Insurance & No Next-Day Replacement”

[Izaura]

⭐☆☆☆☆

I have been a customer with EE for over 5 years and recently purchased a phone along with insurance. Yesterday, I lost my phone and contacted EE to make a claim. Unfortunately, I am still waiting for any update, and my claim has not yet been reviewed.

I have called multiple times and even submitted a formal complaint, but I feel completely ignored. When I bought the phone, I was told that the insurance included a guaranteed next-day replacement. This is also stated on EE’s website. However, when I spoke to customer service, I was told that this is not true and that replacements can take several days or even weeks. I was also told that the store had given me incorrect information.

As a loyal customer of over 5 years, I feel misled and extremely disappointed. I urgently need a phone, and despite explaining this multiple times, I have received no real help or support.

This experience has been very frustrating, and I feel let down by EE’s insurance service. I am now seriously considering leaving and would not recommend EE insurance to others.

[Chris_B]

@Izaura  The underwriter of the insurance are the ones who have to approve your claim that’s not EE.   EE underwriter is Chubb European Group SE  

next day replacement will be for a physical damaged device as you can hand over a broken device for the replacement insurance device.  so before a replacement device is sent out they’re actually going to look into your claim as you lost it.     The underwriter are not going to want to send out device if they believe it’s a fraudulent claim, and that’s nothing to do with EE. 

[Izaura]

 

[Izaura]

I understand what you’re saying, but from my side I purchased the insurance through EE and I’m paying EE directly for it. Based on what I was told in the EE store, the next day replacement service is part of what EE offers to customers, so naturally I see EE as responsible for delivering that service.

I appreciate that the underwriter (Chubb) handles the approval process, especially in cases like loss where checks are needed, but as a customer my agreement is with EE. That’s why I expect EE to take ownership of the service they’ve sold and help ensure the claim is handled in line with what was promised in store.

[Chris_B]

@Izaura  and yet the underwriter still has to approve your claim, that’s not EE it’s the underwriter.   as I said the underwriter wants to make sure it’s not a fraudulent claim and depending on how many other claims they’ve got that need to be looked at they’re not just gonna start approving replacement devices just because you’ve made a claim.   

It sucks but unfortunately all claims have to go through a check and approval before any replacement device is sent out 

[Izaura]

I never said they should send me a phone before approving the claim. My issue is that it’s advertised as a “next day replacement” service, without clearly explaining that you first have to wait for approval — which, as I’ve now been told, can take several days or even weeks after making a claim.

[Chris_S]

Hi @Izaura

It's understandable that you feel ignored, and the best thing to do at this stage, if you feel unhappy with the process, is to raise a complaint. 

If you have done this with our team over the phone already, they will discuss this with you. 

Another option is to use our online complaints form, then a dedicated member of the team will be in touch within 7 days to discuss things further. 

Our insurance team are a specialist team, so you would always be best contacting them directly for any concerns around your claim. 

Chris s