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[pscocoa]

Just to keep life interesting I have referred a dispute with EE Insurance to the Financial Ombudsman.

Not only does my wife damage cars but she also drops Samsung Galaxy phones on the tiled floor of shoe shops in Miami. On first day of visit.

As it was just a smashed screen I phoned EE to get authority for repair. Nope - yes the advertising says worldwide cover and we can get you going but the phone has to come back to us and if you fix it locally the warranty will be invalidated. So it is not worldwide cover then - EE - yes it is but it is a replacement only cover.

I got it fixed by UbreakIfix in 2 hours and cancelled EE insurance as a waste of money.

So matter is now with Ombudsman - I see that in the small print it is not covered but the advertising does not convey that view. In future - take spare phone or leave wife at home.

[Viral_Jim]

In my experience, the FoS is just a waste of hours of my life I don't have to give. Mainly because last time I won a case there (credit card - could have been Egg, not certain) I ended up in court to enforce the judgement anyway!

I find route 1 is preferable: Letter asking for compensation/premiums returned, giving them 14 days to reply, then Letter Before Action, again giving 14 days to respond, then file your case at the small claims court. 

Never had it fail me yet Carpet(NotEvenCloseTo)Right are up next, as soon as I have some time to get the ball rolling.

[pscocoa]

Had 4 good results out of 4 with Ombudsman and no problems with bureaucracy apart from one slight hiccup which was due to one of their guys getting procedure wrong.

EE were very keen to defend their advertising so they had to make a stand I suppose - they were not for offering any compensation. I had to keep asking for their final letter in the matter so I could go to Ombudsman but still had calls from them saying they wanted to explain their insurance cover. They need to put a large health warning on the scope of cover - if you damage it away from UK you have to wait til you get back - you will not be up and running quickly.

[Viral_Jim]

It's good that it's worked for you  . I may give it another shot next time I have an issue they can address.

[2boxerdogs]

Just to keep life interesting I have referred a dispute with EE Insurance to the Financial Ombudsman.

Not only does my wife damage cars but she also drops Samsung Galaxy phones on the tiled floor of shoe shops in Miami. On first day of visit.

As it was just a smashed screen I phoned EE to get authority for repair. Nope - yes the advertising says worldwide cover and we can get you going but the phone has to come back to us and if you fix it locally the warranty will be invalidated. So it is not worldwide cover then - EE - yes it is but it is a replacement only cover.

I got it fixed by UbreakIfix in 2 hours and cancelled EE insurance as a waste of money.

So matter is now with Ombudsman - I see that in the small print it is not covered but the advertising does not convey that view. In future - take spare phone or leave wife at home.

.   





I like that Idea going to Miami & leaving the wife at home.
😎😂😎😂😎😂

[TD]

Just to keep life interesting I have referred a dispute with EE Insurance to the Financial Ombudsman.

Not only does my wife damage cars but she also drops Samsung Galaxy phones on the tiled floor of shoe shops in Miami. On first day of visit.

As it was just a smashed screen I phoned EE to get authority for repair. Nope - yes the advertising says worldwide cover and we can get you going but the phone has to come back to us and if you fix it locally the warranty will be invalidated. So it is not worldwide cover then - EE - yes it is but it is a replacement only cover.

I got it fixed by UbreakIfix in 2 hours and cancelled EE insurance as a waste of money.

So matter is now with Ombudsman - I see that in the small print it is not covered but the advertising does not convey that view. In future - take spare phone or leave wife at home.

Did you ask if they were willing to courier you a replacement phone overnight to Miami and the courier collect the broken phone and send back to the UK?

[pscocoa]

Just to keep life interesting I have referred a dispute with EE Insurance to the Financial Ombudsman.

Not only does my wife damage cars but she also drops Samsung Galaxy phones on the tiled floor of shoe shops in Miami. On first day of visit.

As it was just a smashed screen I phoned EE to get authority for repair. Nope - yes the advertising says worldwide cover and we can get you going but the phone has to come back to us and if you fix it locally the warranty will be invalidated. So it is not worldwide cover then - EE - yes it is but it is a replacement only cover.

I got it fixed by UbreakIfix in 2 hours and cancelled EE insurance as a waste of money.

So matter is now with Ombudsman - I see that in the small print it is not covered but the advertising does not convey that view. In future - take spare phone or leave wife at home.

Did you ask if they were willing to courier you a replacement phone overnight to Miami and the courier collect the broken phone and send back to the UK?

They maintained nothing could be done until back in UK apart from start the paperwork.

[pscocoa]

Just had a call from the Ombudsman. The insurance trail back to the main legal entity is not to EE but to Carphone Warehouse. I have never dealt with Carphone Warehouse before - all dealings with EE direct. How does  that work?? Insurance was sold by EE - it is in the small print I see now that Carphone Warehouse name appears.

Ombudsman has asked for their response by end of week!!

[Viral_Jim]

Sorry if this is stuff you already know but...

Insurance usually involves a number of different parties:

The underwriter (company that actually pays out if you break your phone), the broker (intermediary who bundles a number of risks together and then sells it off to the underwriter) and the agent (person who speaks to the end customer). Its worth noting that there may be a chain of agents before you get to the broker.

Carphone warehouse may be an agent or broker in this relationship, but likely the broker. Impossible to say for certain without delving into the specifics of your small print. This is probably because the networks don't tend to supply phones, even if you bought it from EE's website, its likely it was supplied by someone else (Carphone WH in this case) who packages it in an EE bag and posts it off  to you.

In all probability your insurance will actually be with a company called UKI plc. Who you may never have heard of and will never deal with. The ombudsman will be interested in who was responsible for the insurance contract and the accompanying advertising/literature rather than who presented this information to you.

[pscocoa]

No I did not think of it like that - always assumed EE would have their own distribution. What you say is very logical though.

[STEMO]

Sorry if this is stuff you already know but...

Insurance usually involves a number of different parties:

The underwriter (company that actually pays out if you break your phone), the broker (intermediary who bundles a number of risks together and then sells it off to the underwriter) and the agent (person who speaks to the end customer). Its worth noting that there may be a chain of agents before you get to the broker.

Carphone warehouse may be an agent or broker in this relationship, but likely the broker. Impossible to say for certain without delving into the specifics of your small print. This is probably because the networks don't tend to supply phones, even if you bought it from EE's website, its likely it was supplied by someone else (Carphone WH in this case) who packages it in an EE bag and posts it off  to you.

In all probability your insurance will actually be with a company called UKI plc. Who you may never have heard of and will never deal with. The ombudsman will be interested in who was responsible for the insurance contract and the accompanying advertising/literature rather than who presented this information to you.

UKI......is that direct line and green flag and others?

[Viral_Jim]

UKI......is that direct line and green flag and others?

....and Natwest and Barclays and.....

Yes, basically if its a domestic non-home insurance product, chances are its them. Even if it is home insurance, its still its a good chance its them  . They specialise in a "low-cost, never pay out" style of insurance product. One of my least favourite businesses to deal with.

[STEMO]

I got a home insurance quote from Barclays, with a reference number I thought I recognised the format of. I put it into google and Aviva came up in the address bar. I went with Aviva, £200 less than Barclays for the same policy from the same company Barclays were going to use.