Urgent Complaint – Insurance Claim Still Under Review After 1 Month

[Shashi12]

I lost my mobile phone (Samsung Galaxy Z Fold 7, black) on 1st April and submitted an insurance claim with EE on the same day.
It has now been over one month, and my claim is still showing as “under review” with no clear update. This delay is causing serious inconvenience as I am currently using a friend’s phone, and I need to return it urgently.
I request EE to:
Provide an immediate update on my claim
Explain the reason for the delay
Complete the claim process as soon as possible
If I do not receive a response soon, I will escalate this issue to higher authorities.
Please treat this as urgent.
Thank you.

[Shashi12]

I’m very disappointed with EE’s insurance claim service. I reported my lost mobile phone on 1st April, and even after a month, there has been no proper response or resolution.

Every time I follow up, I’m told the claim is “under review,” but no clear timeline or update is provided. The process feels extremely slow and unhelpful.

If you’re considering EE insurance, I would strongly suggest thinking twice based on this experience. Customers deserve timely communication and faster claim handling.

[Shashi12]

I reported my lost phone on 1st April, and even after a month, my claim is still “under review” with no proper updates. Every time I contact them, I get the same response but no clear timeline.
This has been a very frustrating experience with very slow service and poor communication. Based on this, I would not recommend EE insurance to others.

[Peter_W · Accepted solution]

Welcome to the Community, @Shashi12 

I can totally appreciate you'll feel let down if you've gone so long without an update on your claim.

We have a dedicated team for all queries linked with insurance claims, but if you give us a call and follow the options towards billing, they'll be able to transfer you through.

You can also find all the details you need on our insurance complaints process here:

How do I buy, upgrade, cancel or make a complaint about my insurance? | Insurance Help | EE

Peter

[Northerner]

Hi @Shashi12 

Read your policy terms and conditions and follow the complain process as outlined. The  insurers have to acknowledge and send a resolution within 8 weeks. If this is unsatisfactory then you can escalate your complain to the Financial Ombudsman Service. 

100% guarantee you will receive an outcome (good or bad) quickly as soon as you complain becase this is a FCA regulated activity.

Please note this is different than complaining to EE.

Thanks

[XRaySpeX]

You need to make your requests & demands directly to EE CS, not this user discussion forum. They can't be actioned here as we cannot have access to your specific a/c or even know who you are.

[Shashi12]

Hello,

I reported my lost mobile phone on 1st April and submitted an insurance claim. It has now been over a month, and my claim is still showing as “under review.”

I have contacted support multiple times, but I keep receiving the same response with no clear update or timeline. This delay is very frustrating and unacceptable.

Please can someone urgently check my claim and provide a proper update or resolution?

Based on my experience so far, the service has been very slow and disappointing.

Thank you.

[Shashi12]

Hi,

Thank you for your reply. However, waiting up to 8 weeks for a simple insurance claim update is not acceptable. It has already been over 1 month since I reported my lost phone on 1st April, and I have still not received any clear update or progress.

I understand the process, but the lack of communication and delay is very frustrating. Customers should not have to wait this long without proper updates.

I will now proceed with making a formal complaint to the insurer and consider escalating it further if this is not resolved soon.

Please can someone urgently review my case and provide a proper update as soon as possible.

Thanks.

[Peter_W]

@Shashi12 As I mentioned in my original post, due to the additional regulation that surrounds insurance, we have a dedicated team for any queries and complaints around your policy.

There is no presence from that team on this forum, but if you give us a call it will be possible to directly transfer you through to someone that can help. 

Peter

[Northerner]

Hi @Shashi12 

Depending on your claim and the reason for the delay your insurers should be making a award for redress in accordance with Financial Ombudsman guidelines, if you are not satisfied with this outcome or redress you are still entitled to escalate your complaint to the Ombudsman. 

8 weeks is the maximum time you have to wait but for this type of claim (mobile) and the time to date they should be either trying satisfy the claim within 3 days or a week or two but this is dependent on their backlog or any issues with your claim imo but be prepared to wait the full 8 weeks. 

Thanks