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Review of Lifestyle Services Group Mobile Phone Cover

Submitted by Steven Glyde
Review Added: 3/11/2011 - Visitor Rating: 5.00 5.00 (1 votes)

Review Categories:
Mobile Phone Insurance

Customer Review Comments:
My son had his Blackberry phone stolen 6th Oct 2011 following a forced entry break in to our house. 3 phones were insured through Lifestyle Services Group - My phone, and my 2 sons phones. Fortunately only 1 of the phones was stolen as I had my phone on me as did my other son.

The debacle with Lifestyle started when I informed them of the theft and they said they would send out the paperwork. This has never arrived. I then contacted them again after a week of waiting to be told they are having problems with the postal system? They sent the claim form through to me via email and said I could fax it to them. This I duly did with a covering note asking if they could kindly contact me to let me know it had been received at their end. Nothing, not one contact from them.

So another week passes and I send a snottagram to Lifestyle who eventually send an email back saying that they need the police crime ref number - I send this to them and they come back saying its not good enough and that they require actually proof that I was burgled. I asked why they didn't actually contact the PC dealing with it as they had his details and he was happy to speak to them.  They replied that it broke data protection. I had to email the PC dealing with my case to get him to write me an email with all the details so that I could send it to Lifestyle - its not as if the Police have anything better to be doing now is it!!!!

Again another week passes and nothing is heard from Lifestyle. I then again have to contact the company and ask them what is happening, very quickly a reply comes back stating that the IMEI numbers don't match up. I phone Orange and ask for the IMEI number which they give me. I then phone Lifestyle again and after going through the IMEI number discover that when I registered the phone, they fat fingered in the wrong number with 1 extra digit in the middle and therefore 1 digit knocked off the end. The operator I spoke to could see this - why couldn't the claims department? The operator did query that it may have been for fraud reasons - if so why didn't I do all 3 phones on my policy and make it worth my while?

The last I have heard is that it will now take 2 working days for my claim to be assessed. Next they will probably want a picture of the damaged window. It is now the 3rd Nov and the phone was stolen on the 6 Oct. I still have no phone to replace the original and from what I have read about Lifestyle I am not very confident of getting a decent replacement. All the while I have had to borrow a pay as you go phone for my son so that he can keep in contact with the family when he is out - this is costing my more that it does for the contract he is currently on. What do you think the chances are of Lifestyle reimbursing me for the PAYG phone credit I have had to shell out while they have done nothing? They are quick to point out the £30 excess on the policy.

This is done through Lloyds Bank supposed benefits system of having certain accounts. I will be writing a very strongly worded letter once this has all been completed to Lloyds to let them know what a shoddy service is being provided in their name.

If the company detailed everything they required from the start it may work better but they seem to be stuck in a rut of receiving something and then asking questions. Customer service is non existant and if I hadn't taken the time out to contact Lifestyle at each step then I think this would probably have dragged on for even longer.

Good Points: NONE
Bad Points: Customer Service.
Customer Service Rating: 1/5
Value for Money Rating: 1/5
Overall Rating: 1/5
Made a Claim? Yes
Recommended? No

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The comments in this review are the opinion of Steven Glyde 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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