I lost my phone 8 days ago and still have not received my new phone even though my claim has been accepted and I have paid £105. I claimed straight away. The next day I received an email asking me for documents. I supplied them within an hour of receiving the email. I waited 24 hours. I phoned them. They said they couldn't open the documents and to send them again. I sent them again. The next day after hearing nothing I called again. They said there was a technical fault there end on opening the emails. An hour later their technical team had managed. They said to wait 24 hours for the claims team to inspect the documents. 48 hours later after repeated calls my end they called me and asked me questions for 30 minutes about how I lost my phone. They accepted my claim and asked me to pay £105. I paid straight away. They said I would have a phone within 24 hours, 48 max. I waited 48 hours and called - they said the phone had not arrived with their partner firm yet. They are hoping it will arrive tomorrow. They cannot be certain that I will have it in the next 48 hours. To clarify - It has been a week since I first submitted my claim and provided relevant documents. It will be 4 days minimum from when the claim was accepted and I paid £105 - to when I receive my new phone. They say it will take 24 hours from accepting the claim. This is a lie. Every step of the way this has been stressful. If I knew this - I would never have insured with them - hence why posting this review.
Reviewed on: 28th November 2018
