james h
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| posted on 10/12/08 at 05:27 PM |
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Where do I stand?
In October last year I took out a contract and got a new phone (SE k850i). Within a week or two I had to get it replaced as the phone had so many
software issues. Anyway, the significance is that the IMEI as stated on my contract (and thus proof of purchase of the phone) was no longer the same
as the replacement phone.
In April this year I took out insurance on my phone with 'supercover insurance'.
The letter I recieved in April confirmed the insurance of my phone with the correct (and current) IMEI number, as I had used the *#06# code to get the
IMEI off my phone when taking out the policy.
I had to make a claim last week as I fell off my bike and damaged my phone irreparably. I was asked by the man on the phone to send proof of purchase
of the phone and insurance policy. I sent a photocopy of the insurance policy confirmation letter, and one of the purchase of my contract (with the
original IMEI on it).
Today I recieved the following email:
"James,
I am writing to confirm that we have received your proof of purchase.
Unfortunately, the IMEI on the proof of purchase (35887401189XXXX) does not match the handset insured (3588740136580XXXX) and therefore means we
cannot proceed with a claim at this time.
If you require any further information, please do not hesitate to contact us on 0871 222 1130."
I can see the mixup here. However, the insurance policy confirmation states the same phone to be covered as the one I broke. So surely they MUST
proceed with the claim?
The only thing I can see in the Ts&Cs which may relate to this situation is where it says:
'you must provide us with details of the claim and any other contract, guarantee, warranty or insurance that may apply to the loss...'
So where do I stand? What should I say in reply? And also should I bring up the fact that you should never address a customer who you have never met
or spoken to by their first name?
Thanks for reading this far at least, 
James
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Miks15
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| posted on 10/12/08 at 05:30 PM |
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Can you not get in touch with your phone provider and and get proof of the phone swap from the one on the proof of purchase to what you have now?
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BenB
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| posted on 10/12/08 at 05:41 PM |
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If you took out the insurance on the 2nd phone then that's the phone insured. Asking for a receipt is just a way of trying to avoid payment (ie
if people have lost it). Amazing how insurers only start quibbling when they have to pay out.....
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mr henderson
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| posted on 10/12/08 at 05:44 PM |
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Half the people who work for insurance companies are there to sell insurance, and the other half are there to make sure that the company avoids paying
claims wherever possible.
Basically the situation in this case has made it possible for them not to pay out (as they see it).
Unless you can force them to pay out then you are stumped. A careful read of the documents will help, but there are various laws that allow them to
wriggle out of their moral obligations which won't necessarily appear in the paperwork.
If checking the documents doesn't help you can try the insurance ombudsman otherwise it's solictor, or write it off
John
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StevieB
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| posted on 10/12/08 at 06:02 PM |
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It'll all get sorted out, you just need to plug away at getting the traceable paperwork from your phione provider to prove that the ohone was
exchanged, along with anything you have from the time this was done.
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james h
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| posted on 10/12/08 at 06:23 PM |
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Thanks for your help everyone, and I have to agree how devious these insurance companies seem.
I have rung vodafone, and they have promised to send some documentation via email to prove that I swapped my phone - the people at the insurance
company were pretty adamant about not paying up until they recieved something like that.
Fingers crossed I get it all sorted out...
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r1_pete
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| posted on 10/12/08 at 07:17 PM |
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Proper two faced organisations, the sales folk will get comission on sales, and the adjusters bonuses on the avoidance of payout.
B******s!!!
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dave1888
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| posted on 10/12/08 at 07:50 PM |
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Ask them why they need proof of purchase. There at it if you ask me.
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