Proof of barring

[mansooralam56]

Hi EE,

I lost my phone on 1/02/2026 which I bought it from Apple and I gave insurance from Barclays Bank, I have reported to EE via 150 and asked them to Block that phone but they denied it with reason stating I did not bought it from them and also did not give Proof of Usage document these documents are needed for my insurance claim from Barclays, can anyone from EE help me thanks my phone number is ***********

thanks

Mansoor

[Mod edit - removed mobile number. Please do not post personal details in the community]

[Chris_B]

@mansooralam56  EE most certainly can block the device you just have to give them the device IMEI number.  you don’t need to purchase from EE to have the device blocked as they can see it’s used against your account.  
They can also provide proof of usage you should also be able to provide the insurance the receipt for proof of payment/purchase from Apple. 

[Michael_D · Accepted solution]

Hi @mansooralam56 

Thanks for coming to the community.

Our guides should be able to block the phone even if it wasn't from us, as long as they can see the IMEI number is being used with your mobile number or you can give them it.

I'd recommend giving our team another call so they can look to do this, and once they have blocked it, they can then arrange a proof of usage.

Michael

[Northerner]

Hi @mansooralam56 

Barclays can set a three way call up with you and EE then verify everything over the phone. The reason they do not do this is becase they are lazy and are delaying your claims payment.

Thanks