Product insurance - Product stolen

Based on resolver’s experience to date, having your mobile phone stolen can be an upsetting, frustrating and sometimes costly incident. If you are the victim of mobile phone theft you should contact your insurer immediately as some companies have strict time limits in which you can start your claim. You should also contact the police and obtain a crime reference number, which will aid your claim. Read your policy small print regarding theft as there may be restrictions –for example if your phone was stolen from a vehicle it would need to have been locked away out of sight in a “secure luggage area”. Some insurers refuse to pay out for theft if a phone is pick-pocketed while at a concert, for example, saying that this doesn't count as robbery as no force was used. Policies vary greatly in their level of cover. Also be aware that you may not be covered during the first 14 or 21 days of the policy. You may be required to pay an excess on your claim and this is often much higher for smartphones or iPhones.

Another option for claiming for loss of a phone is to check your home contents insurance policy, if you have one. Some policies include items “away from the home”, although if you make a claim this way your contents insurance renewal premium may rise and you will lose any no claims bonus that you may have accrued.

If you have any queries regarding your claim, resolver recommends that you submit your concern to your insurer in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to. In the event that your insurer refuses to pay out (despite a written request) and you think that the loss which you suffered fell within the scope of the policy then you should escalate to 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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