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Review of Fonesafe Mobile Phone Protection

Submitted by Michael Cassel
Review Added: 16/10/2007 - Visitor Rating: 3.60 3.60 (5 votes)


Review Categories:
Mobile Phone Insurance

Customer Review Comments:

One of the conditions when getting my new upgrade from T-Mobile in Feb '07 was I take the insurance package, which the guy said I could cancel after 1 month. I didn't receive anything from fonesafe to sign or agree and assumed this was all done through T-Mobile.

A few months later, I had took my phone to T-Mobile because the buttons were not working properly, they examined it then sent it off for repair. It came back saying "liquid contamination" and this was not covered under the normal phone warranty. I told them that I should have insurance but I have not received anything as yet. They checked on their system, checked with T-Mobile Customer Services and even checked with fonesafe before telling me that I definitely do not have insurance. I was left with a choice of buying a new phone or continuing using the phone. I chose to continue using it and a few months later discovered I was insured with fonesafe.

Just recently, the buttons were getting worse. I contacted fonesafe to report the condition of the phone and make a claim. They told me that my claim was not accepted as I did not report the original fault to them within 48 hours. Despite my attempts to explain the reasons, the girl simply said that theres nothing she could do. After a few heated words I told her to cancel the policy but changed my mind and asked to speak to a manager instead. she went off for a few minutes and came back saying there were none available but she would complete a complaint form and arrange a call back within 24 hours.

Today (and within 24 hours) a manager did call back. I explained the situation again but he said that based on the information I have provided the claim is still denied. I should have contacted them within 48 hours even if I planned to continue using the phone. He then went on to say that my policy is cancelled and cannot be reinstated. I told him that I did not want it cancelled and instead asked to speak to a manager. He went off to listen to my conversation I had with his colleague yesterday and was adament that its cancelled and there is nothing I can do about it. He also said that they will not entertain a new policy as they now know the phone is damaged. Funny, he did not answer properly when I asked him whether my policy would have been cancelled if I was put through to a manager straight away.

I have asked him to put everything in writing immediately and thats where we are to date. It seems they will record conversations you make for their own purposes and hold it against you while taking everything out of context.

Its also obvious that T-Mobile do not communicate with fonesafe accept for giving them your details to start the policy and take your money. I am also going to pursue this with T-Mobile for telling me that I am not covered.


Good Points: Did answer calls within a reasonable time.
Bad Points: Terrible customer service.
Customer Service Rating: 1/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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The comments in this review are the opinion of Michael Cassel and do not represent a positive or negative judgement by UK Insurance Index of the mobile phone insurance company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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