Vodafone Insurance - Cancelled my policy without telling me?

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Patricke87

New Member
Nov 7, 2012
3
0
0
Hi,

New to the forum so I've posted this in both insurance and in mobile phones and I'm hoping someone might be able to help.

I was recently pick-pocketed for my iPhone on the tube for the second time this year. The first time, I was able to claim back on my insurance no problem, however, when I went through the same process again this week - Vodafone told me that my policy had been cancelled and that they weren't able to pay out on my claim.

After much conversation (and about an hour on the phone to customer services) it turns out that the guys in the insurance team had cancelled my policy two months ago. It says in the Ts & Cs that they can cancel the policy at any time with notification - but I didn't receive ANY kind of notification that this would be happening.

They fobbed me off and told me to get in touch with the underwriters of the policy - who didn't answer their phone when I called.

Now I don't know what to do because I'm currently out of pocket for the £500 for my iPhone, and despite being a Vodafone customer for 8 years - nobody there seems interested in helping me at all!

What can I do? Has anybody else experienced a similar thing?

Any help/advice is much appreciated!

TL;DR - Vodafone cancelled my insurance policy two months before I lost my phone without telling me and are now refusing to honour my claim.

Patrick
 
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Patricke87

New Member
Nov 7, 2012
3
0
0
Hi - Thanks for the response.

The payments stopped in August, but because I pay by direct debit, I hadn't been monitoring whether or not the insurance was being included.

They didn't give any reason for cancelling the policy - but in section h. Cancelling your policy it says, "After the initial 14 days, you or the insurer may cancel this policy by giving 30 days notice to each other. The insurer won’t refund the premium for the period the policy was valid prior to such a cancellation including any minimum initial duration."

It's very vague language, and doesn't really outline the criteria in which they would cancel my policy. But even so - not getting notified of it is enough for me to have an issue with it, right?
 
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ALewis

Moderator
Nov 23, 2010
691
4
0
South Wales
My apologies, I'm blind lol.

Correct, they must notify you 30 days prior to the cancellation, it doesn't say how, however if they've always called or emailed or wrote to you, this would likely be the method. Typically speaking they *should* write to you, as this would be a hard copy of proof of notification .
If they have all your correct contactable details, and you did not receive the notification, then yes you have a case to fight.

Luckily for you, Vodafone answer to customer feedback on here, so hopefully this will spotted. I assume you purchased the insurance via Vodafone? And not purchase the insurance seperately direct from the insurer?

There is a complaints procedure set out in the summary and the T's & C's, and of course you have the option to take your complaint higher to the association they are connected to.

All I can really suggest now though is speak to the insurers directly, not Vodafone (sometimes messages can get lost in translation) and make your complaint.
Until all avenues are exhausted, we can't really advise on next steps.

'Witch Consumer' is rather handy, I'm sure she'll reply to this thread with anything else that I don't know about, or haven't mentioned.

Adam
 
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Lee_Vodafone

New Member
May 9, 2012
18
0
0
Patricke87 said:
Hi,

New to the forum so I've posted this in both insurance and in mobile phones and I'm hoping someone might be able to help.

I was recently pick-pocketed for my iPhone on the tube for the second time this year. The first time, I was able to claim back on my insurance no problem, however, when I went through the same process again this week - Vodafone told me that my policy had been cancelled and that they weren't able to pay out on my claim.

After much conversation (and about an hour on the phone to customer services) it turns out that the guys in the insurance team had cancelled my policy two months ago. It says in the Ts & Cs that they can cancel the policy at any time with notification - but I didn't receive ANY kind of notification that this would be happening.

They fobbed me off and told me to get in touch with the underwriters of the policy - who didn't answer their phone when I called.

Now I don't know what to do because I'm currently out of pocket for the £500 for my iPhone, and despite being a Vodafone customer for 8 years - nobody there seems interested in helping me at all!

What can I do? Has anybody else experienced a similar thing?

Any help/advice is much appreciated!

TL;DR - Vodafone cancelled my insurance policy two months before I lost my phone without telling me and are now refusing to honour my claim.

Patrick
Click to expand...
Hi Patrick,

Thanks for making me aware of your concerns.

If you'd like me to take a closer look at things could you email me with the relevant details the Contact us form on our website? Unfortunately my post count is insufficient to provide a link to it but you'll be able to find via the Contact us link at the bottom of our home page. When sending it could you quote the code WRT135 - FAO Lee in the subject line?

Alternatively could you email me at eforumdotwebathelpdotvodafonedotcodotuk (apologies for the formatting but again my post count prevents me from posting email addresses) with a contact number only and again quote the code WRT135 - FAO Lee in the subject line?

Once our automated reply arrives could update the thread with your email reference number and I'll get back to you as soon as possible?

Thanks,

Lee

Web Relations Team

Vodafone UK
 
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