Product insurance - Disputed claim: no cover

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Based on resolver’s experience to date, smartphones are often not covered under general mobile phone insurance policies because they are much more expensive to repair and replace in the event of a claim. You should check your policy small print to see if you have the correct type of cover before making a claim. Be aware that some policies exclude iPhones – you would need to take out specialist cover for this handset. Note however that if mobile phone insurance is sold packaged with your phone when you purchase the phone, the mobile phone insurance should clearly be of an appropriate type for that handset.

If you disagree with the claim findings (e.g. you think that the policy should cover smartphones, or you were sold the policy bundled with a smartphone) you should contact your insurer and write giving clear details of your case - such as what happened, when, and why you think you are disputing their conclusion. Their customer services team should assure you that they will contact you within a timeframe with an update regarding your dispute. As a last resort you can 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.

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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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