Product insurance - Disputed claim: cloned phone

Based on resolver’s experience to date, mobile phone cloning occurs when an unscrupulous person obtains the unique serial number and telephone number of your phone. A cloned phone is one that has been reprogrammed to transmit the serial and telephone number belonging to another (legitimate) mobile phone. After cloning, both the legitimate and the fraudulent phones have the same number combinations and mobile systems cannot distinguish the cloned phone from the legitimate one. The legitimate phone user then gets billed for the cloned phone’s calls. If you think that your phone has been cloned you should contact your network provider and your insurer immediately. Your network provider should be able to determine which calls are legitimate and which have been made from the cloned phone. Keep all records and paperwork to assist in your insurance claim. Check your policy carefully as you may have cover for unauthorised calls (up to a specified amount).

If you think the charges you face for a cloned phone are unfair you can complain to the network provider and insurer directly. Ask for an address for customer services, and write giving clear details of your case - such as what happened, when, and why you think you have been unfairly charged. If you are still unhappy with the outcome you should contact the Ombudsman, which will act as a mediator in your case.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.
You should know

• If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

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