When I took out this insurance they provided me with a document & booklet which stated 'Relax. You're now covered'. This is probably true until you try to make a claim.
'Step 3' of the claim process as stated in the fonesafe booklet, says you need the following info when making a claim by phone:-
- Policy ref number
- Payment method for excess
- Time & date of incident, and time phone was blacklisted
- Crime reference Number & name of Police Station.
When I rang fonesafe - after having it blacklisted, and had a visit from the police - all within about 2 hours of it being stolen - I was told I needed to send them a copy the the STATEMENT I had given the police. I explained that nowhere in my policy does it request that, but that I needed to quote the crime ref no. and I had just done that.
'Fonesafe' said I could be making the number up so it wasn't sufficient! He was VERY rude. On top of being burgled, how is this treatment 'Peace of Mind' which is what the policy offers! When after making MANY phone calls to fonesafe, they agreed to replace my phone, they sent me one which was neither similar to my stolen phone, or acceptable. Again, I had a nightmare.
Now with Intec - who were EXTREMELY rude. One 'lady' said "I'm sorry Mrs E but the phone we've sent is the direct replacement for the one you had stolen and if you're not happy with it there is nothing we can do" then she hung up without giving me the chance to reply. I eventually returned the phone to Intec, had my £25 excess refunded, and made the claim through the T Mobile shop who were extremely helpful and more or less gave me a phone of my choice.
It is very clear that their policy is to 'Not pay out'! However, if you have, and are trying to make a claim - stick to your guns and don't give up trying to claim what you've no doubt already paid for with the monthly insurance premiums!!