T-mobile Fonesafe insurance scam

I bought insurance in good faith. I lost my phone on Monday, searched high and low for it for two days and decided it was definitely lost so called Fonesafe on Friday morning. They took me through a 15-minute lucrative (for them) call, only to tell me at the very end of the call that as it was more than 48 hours since I last had my phone I couldn't make a claim. I am LIVID!

Comment On This

I dropped my G2 touch cracking the screen on a Sunday, called the call centre and it was closed, called Monday morning but did not have my insurance details to hand as I work away from home. They took my details and recorded them and told me that was my claim registered and to call back with the poilcy details and the phone id. Called back Wednesday morning to be told that its longer than 48 hours and that I can't claim as no record of my call on the Monday. Appelaed against there decision and what a surprise its been rejected. Typical insurance SCAM

Comment On This

I had the same problem with my son. I bought phone and insurance online and no mention anywhere of the need to register users. He had his phone stolen from the Sports Centre and they won't pay because he isn't registered. They referred to their VERY small print. A very helpful guy in my local T-Mobile Shop told me they are ultra-careful to make sure all users are put on the system if they sell insurance in-store as this is a very common problem.

Comment On This

the same thing happened to me about a week ago an now i have to fork out £240 to replace the phone instead of a simple £25 and i have been paying insurance for 3 years. i need to know how to complain and resolve this issue.

Comment On This

I am livid too. Ordered a new line and a new contract for my daughter. Went through all the insurance business. This was a year ago. My daughters phone got coffee spilt on it and I rang Fonesafe only to be told that my daighter isn't a registered user and that the claim isn't valid. T mobile and fonesafe saying I shoudl have registered her as a user of this phone and if I'd have read the small print, I would have seen it. Complete farce. To say I'm angry is an understatement.

Comment On This

I upgraded my phone with T mobile , however did not inform Fonesafe , as a result they will not pay out for my new phone which is worth 300 pounds . I am looking to take this further and possibly to the FOS , any info on this would be greatful

da_killaz AT hotmail.com

Comment On This

A variation on this happened to me too. I called within 24 hours (despite being in a completely different time zone, with Fonesafe hardly providing a 24-7 service), and Fonesafe assured me that they would contact T-Mobile to tell them my phone had been stolen. T-Mobile says they never received such a call, and as a result, Fonesafe will not pay up. Misleading customers must be a lucrative business for them...