insurance claim

[ahymiee786]

Hi i lost my iphone 15 pro max on 21st january at 5:00pm and submitted a claim on the same day, they keep saying i will be contacted via insurance team but there’s no response i would suggest everyone not to take the ee insurance because they are not even doing there job. 

[Northerner]

Hi @ahymiee786 

If you read your policy documents it will explain the time and claims process. There will also be a complaints process I suggest you follow if you're unhappy with the current situation.

Thanks 

[Katie_B]

Good morning @ahymiee786. 

I am sorry to hear you have not yet received your replacement. 

Was any more information provided?

When was the last time you spoke with our insurance team?

Katie

[Garoafa]

Hello. I made a claim too, for one lost iphone 15 pro max on 15 jan, and still they tell me need to wait or complain, complain also take 8 weeks time. So I paid full cover for what? My bill is 230 per month and I’m client for 8-9 years now. Shame EE. Was necessary for insurance to find my emails 2 weeks time. In this time called them 5 times, after 2 weeks they found my emails. Shame shame EE, is last contract. 

[Leanne_T]

Hi @Garoafa 

Thanks for coming to the community. 

For an update on your insurance claim please get back in touch with our mobile guides who can get this looked into for you. 

Leanne.

[Sahil4u]

Hi EE 

I have made a claim as i have lost my phone. I have Been told I will have to wait for 48 hours before they can tell me anything as my claim is under review. I thought the whole point of insurance is that you get a replacement phone ASAP but not with EE I have been with EE for over 10 years. I am not happy with your services. Will not buy insurance from you again if that's how you are going to treat the customer. 

[Chris_B]

@Sahil4u  you might want to read THIS  it doesn’t state you’ll get a replacement in 24h.  And it’s a claim that has a process that has to be followed just like any other insurance claim.   The  insurance is provided by Chubb but sold via EE. 

[Sahil4u]

Hi Chris 

Thank you for message. I have read the document provided and I understand, but my concern is about I will be without a phone until the review is clear which they said no idea how long it will be (unless I find my lost phone). 

[Clarekeegan94]

Hey I have recently had the same thing recently but with the iPhone 16 have they got back to you since, if so how long ?