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]

Hi,

Thank you for your response. I understand that 8 weeks is the maximum timeframe, but as you mentioned, mobile insurance claims are usually resolved much quicker (within days or a couple of weeks).

In my case, it has already been over a month with no proper update, which is not acceptable. I have not been given any clear reason for the delay or any progress on my claim.

Waiting the full 8 weeks without communication is very frustrating and poor service. I expect better transparency and faster handling of such a straightforward claim.

I will now raise a formal complaint with the insurer and, if necessary, escalate it to the Financial Ombudsman Service.

Please treat this as urgent and provide a clear update on my claim status as soon as possible.

Thanks.

[Shashi12]

Hi Peter,

Thank you for your response. However, I have already tried contacting support multiple times regarding my claim, and I am still not receiving any clear update or resolution.

Being asked to call again without any progress is frustrating, especially when my claim has been under review for over a month now. There should be better communication and transparency without customers having to chase repeatedly.

I will contact the team again as suggested, but I would appreciate it if my case could be escalated or flagged as urgent given the delay.

This level of service is disappointing, and I expect a quicker resolution moving forward.

Thanks.

[Christopher_G]

Hi @Shashi12 

Once there is a decision on your case, the insurance team will be in touch with you directly. Hopefully, you hear from them soon. The link that @Peter_W replied with on the second post of the thread explains the complaints process for insurance. 

Chris