Product insurance - Disputed claim: cloned account

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Based on resolver’s experience to date, account cloning happens when someone gets your personal information and is able to add one or more handsets to your account. You then end up paying for the calls made on these handsets. You might not realise why your bills are going up for some time and then when you do, it can be hard to convince your insurer that you knew nothing about the dodgy handset. If you think that your phone account has been cloned you should contact your network provider and your insurer immediately. Keep all records and paperwork to assist in your insurance claim. Check your policy carefully as you may have cover for unauthorised calls (up to a specified amount).

If you think the charges you face for a cloned account are unfair you can complain to the network provider and insurer directly. 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 unfairly charged. 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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