19-06-2018 03:56 PM
Not quite sure where to begin but know how it will end
i have been a loyal customer for a number of years and always got the insurance add on but never actually made a claim.
well the fateful day come as I dropped my phone so checked the details online as I have never received a welcome pack and was delighted to read that there is a 50% discount on excess fees so thought yippee. Decided to call and arrange only to find out that apparently the terms have been updated and I am not eligible for the discount. Now my first rant is the website does not mention this and my second is surely as a gesture of goodwill from a paying customer of around £160 a month would be giving some leeway. Suffice to say with only 5 or so months left on my contract I will be letting run and changing newtwork as I think this is ridiculous. Also anyone know how to check the process of a complaint
former loyal customer
19-06-2018 04:30 PM
It says about the diclount on the inruance page: https://shop.ee.co.uk/family-home/insurance-and-protection
50% no claims discount on excess fee: Offer only for customers who 1) previously had a Full Cover or Damage Cover product and 2) did not make a successful claim under the Full Cover or Damage Cover policy that immediately preceded the current insurance policy. If you make a successful claim under your Full Cover or Damage Cover policy and you have not completed a successful claim under your previous policy, you will get a one-off 50% no claims discount on the excess payable. Offer not available if there has been a gap between your previous product and your current product; if you have failed to make all monthly payments due for your insurance product; if you made a fraudulent claim on your previous policy or if the claim you submit is fraudulent (in our reasonable opinion).
If you are eligible then you will receive this discount. You also agreed to the excess at the point of sale, as with every insurance product.
If you feel aggrieved then you can complain to the FOS, Allianz will then pick up your complaint and review the claim.
19-06-2018 05:23 PM
Phone back and speak to someone else. If they give you the same answer then you know it's a problem with EE website. Then complain to the FOS, get your claim paid and compensation.
19-06-2018 08:02 PM
A kind person rang me and told me the same info basically saying I have to take out a new policy and not make a claim for it to be applicable.
As the website suggests I should be elibable but apparently not so guess I will be letting my contract run its course and try another provider and wondering if it’s worth taking it up with the financial ombudsmen as I don’t think they are honoring what’s posted.
Cheers for the help any way