I purchased this insurance for two new white iphone 4's 8 weeks ago. One phone was mine and the other was my partners. I used this company as they were offering the same level as cover as the network provider but a cheaper price. I have never insured a phone before - but as these were expensive I thought I should. All seemed simple. I set up 2 insurance policies at 6.99 per month each and started to pay by Direct Debit for both policies.
Unfortunately 11 days ago, I was at work with my partner - (I own the business and the phones) 3 foreign women entered my office, caused a scene and eventually left once we had a few words and the police were called. It wasn't till they left we both realised our phones had been stolen. We had our phones on our desks at which we were sat at the whole time whilst these ladies were in the office. The police were called, they came, took finger prints, gave me a crime reference number and I immediately called the network provider and cancelled the phones. All the things you are required to do for the insurance policy.
I called these people and they informed I had £75 excess per phone and I must pay the full 12 months worth of direct debits per phone before they could pay out. Making the total £289.80 - as it was in the T&C's I thought well that is fair enough as some people could claim and not pay the policy amount and it was a small amount to pay for 2 iphones worth over £1000. The lady sent me the forms via e mail and I filled everything in, briefly describing the incident as requested and one question asked where the phone was - I stated the truth 'on my desk' There was not a question and asking ' where was the phone in relation to you?'. (Key factor)
I called 10 days later after sending my forms off to find out the progress of the claims only to be told that they would not pay out on either policy as they phones were not on my person and were left unattended and my partners phone was on loan to a third party who is not immediate family and to read my terms and conditions!
I then proceeded to read the T&C's - it does mention about being left unattended and 3rd party. But both these reasons for not paying out are not applicable to me as we never left the phones unattended - they were with us at our desks which we never left - I am sure everyone puts a phone on a desk whilst using them at work! Short of tying it to my hand there was nothing we could have done. With regards to my partners phone - he is immediate family - he resides at the same address as me and I can prove that with over 2 years worth of bank statements in his name at my address - so they can't use these lines for not paying out.
I have written an appeal to this company explaining the situation again and pointing out their own terms and conditions - and should hope that this decision will be over turned and the policies paid out on...
Should this not be the case I will be pursuing these claims through the law courts - out of principal and reporting them to the financial ombudsman as they are taking our hard earned money and not wanting to pay out if something happens.
They seem to think I wanted this to happen - why would I, I love the apple phone - I am lost without my phone for business and have been inconvenienced without it.
