My phone was stolen on 13th August 2011. The very next day I phoned Tmobile to block the phone. They advised me that I will need to get a crime number in order to claim off my insurance.
The police had to go through the CCTV of the nightclub that my phone was stolen in before they could give me a crime number which took over a week. I received the crime number on 22nd August and rang straight through to fone safe. They advised me I needed to get proof of upgrade from T-mobile who could only send this by post (apparently T-mobile customer services do not have the facility to send an email) which made me laugh, seems they send me upgrade emails nearly every month and they are supposed to be up to date on technology being Tmobile. Hence the proof of upgrade took another week to arrive (now I have been 2 weeks with out my phone yet still paying for it on contract!)
I finally was able to provide Fone safe with the proof of upgrade for my claim and thought now everything was sorted however they then rejected my claim at last minute saying I originally did not notify them with in 48 hours! I advised them about having to get the crime number first which took a week but they did not want to hear anything else so my claim was rejected after a whole 3 weeks worth of providing this that and the other to them.
I had been paying into that insurance every month for over two years and am left without a phone and still having to pay for the contract. I have appealed the claim but do not hold any high hopes after all the hassle I have been through. I would suggest no one to go with Tmobile and certainly not to insure their phone with Fone Safe!