Unacceptable Delay For Lost Claim

[Harshil098]

I am writing to formally express my frustration and disappointment regarding the handling of my claim for my lost phone. My phone was lost on 30th December, and I contacted your insurance team the very next day, on 31st December, to initiate the claim process.

It has now been 17 days, and I have not received any updates via call, SMS, or email regarding the progress of my claim. Despite my repeated attempts to contact your insurance department—both via email and over 40 phone calls to 01684 362270—my concerns remain unresolved. Each time, I am met with the same response: "Please contact our insurance department." Yet, I have not been able to connect with any team member, and even my voice messages have gone unanswered.

This level of service is deeply disappointing, especially considering I have been paying £14 monthly for your insurance. The lack of communication and assistance is not only unacceptable but also highly distressing.

I kindly request immediate action on my claim and a clear update on its status. Additionally, I urge you to address this matter with urgency and provide an explanation for the prolonged delay. If I do not receive a satisfactory response within 3 business days, I will be compelled to escalate this issue to the appropriate regulatory authorities.

I trust that EE values its customers and will address this matter promptly.

Sincerely,

H Patel

[Linzi_H · Accepted solution]

Hi @Harshil098 

Welcome to the community.

I'm disappointed to hear you haven't been able to get back in touch with the insurance team about your claim yet. I know you'll be eager to get this sorted and understand what the next steps are. 

Please get in touch with us directly so our Customer Service team can help further and connect you with the right area. 

Linzi 

[Northerner]

Hi @Harshil098 

As per your policy if you are unhappy with the delay then you'll need to complain, your insurers will either resolve the complaint within 3 days or acknowledge and reply within 8 weeks. If you are still unhappy you can escalate to the financial ombudsman service.

Thanks