Product insurance - Did not want insurance

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Based on resolver’s experience to date, you may only realise you have unwanted mobile phone insurance many months down the line when you notice monthly payments on a bill, for example. If this is the case you should contact your insurer immediately and alert them to this. It may be a genuine mistake and your your insurer may offer you a goodwill gesture and refund you the money. If it is a new policy you can cancel it within the 14-day cooling-off period but check your policy for any charges you may incur.

However, you may have unwittingly accepted the insurance when purchasing the handset and contract. This, of course, is unacceptable, as the insurance add-on should have been explained to you when you were purchasing the phone. You should ask to speak to an insurance supervisor or manager and explain the situation. If you are not happy with the result then ask for an address for customer services, and write giving clear details of your case - such as what happened, when, and why you think you have been sold insurance you did not want.

If you are still unhappy with the outcome you should contact the Ombudsman, which will act as a mediator in your case. resolver recommends that you submit your concern in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.
You should know
  • If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

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