Every obstacle not to pay - absolutely terrible customer service
I accidentally dropped my i phone into my fish pondwhilst cleaning the pond of leaves and it "died" Having paid the Fonesure premium for 34 months - I thought claiming should be easy. However they insisted on having original purchase documents to...Read more
I accidentally dropped my i phone into my fish pondwhilst cleaning the pond of leaves and it "died" Having paid the Fonesure premium for 34 months - I thought claiming should be easy. However they insisted on having original purchase documents to support the claim. Unfortunately I had to send them to Fonesure when I took out the policy - they never sent them back. They did however make the mistake of sending me a letter acknowledging receipt of them, but apparently I have to send them again!! I raised all these points and asked how I was supposed to prove ownership of the phone if they already held all my paperwork. I then offered to send the phone to them as it was defunct and no use to me but they ignored my offer. All they keep saying was they would not consider my claim unless I sent original documents. They have had them for the last 3 years but will not return them! Any excuse not to pay! Also beware of the ownership chain. The policy was bought from the Geek Squad at Carphone Warehouse, The policy premium was collected by Fonesure. Fonesure is owned by Pier Insurance, Pier Insurance also owns Loveit Coverit who are now fighting the claim (instead of Fonesure). LoveitCoverit are owned by Interpartner Assistance SA who are owned by AXA Insurance. Each claim is bounced along the line just to wear the customer down. Their Customer Care staff just ignore your questions and forget they are supposed to be in the Customer Care industry. One of them even suggested, when told him I could not find the IMEI code from the phone ( as they already had the paperwork), that I send the original box the phone came in to support my claim!!! Another genius sent me an access password to enter their claim site . Surprise, surprise the password did not work! Avoid Fonesure / LoveitCoverit, / Pier Insurance, / Interpartner Assistance/ AXA at all costs. They are great at slickly selling insurance but useless at dealing with claims.