Where do I stand, Endsleigh Insurance

[Andeh13]

I am a student in my final year. For the last 2 years i have been with Endsleigh for student possession cover. In the 2 years i have had to claim 3 times for my mobile phone. Each time i paid the deposit and got the phone sorted.


Now, before my final year started i looked online for insurance and found Natwest to be cheaper then Endsleigh by around £30. A few days after i got these quotes i got a call from Endsleigh askign if i wanted to take our the insurance with them. I explained to them the fact that Natwest had quoted me cheaper and i would be going with them. The women i spoke to suggested trying to get the quote a bit cheaper. At the time i didnt think they would be able to beat Natwest but figured id let them try. Amoung the questions she asked was about my phone, i explained to her it was a HTC Kaiser, with WinMo running on it & a hardware keyboard. She explained to me that iut could be covered under the Laptop & PDA cover, saving £37.50. I was sceptical but she assured me it was & i took the cover out with her.

2 weeks later i moved into university, during the moving in i had juice spilt on my phone rendering the keyboard very temperamental. I called Endsleigh and explained the situation to them, they said that because i didn't have mobile phone cover, there was nothing they could do. I explained to them the call i had with their sales team & the guy told me to give me 48hours so he could track down the recording of the call. 8-9 Days later, several calls and several hollow promises to call me back he finally got back to me and said that the sales team were wrong to tell me my phone could be covered under their PDA cover, but because thats the way the policy had been sold to me they would have to cover it.


Now, this is where things go down hill. Before they would replace my phone they told me i would have to pay the £37.50 to bring my insurance up to cover my mobile. I was less then impressed with this as suddenly i am paying £15-£20 more then then I would have had i gone with Natwest (which i would have). On top of this Endsleigh excess is £50, and Natwest's is £25. End result me paying over £45 because Endsleigh sales team cocked up. I explained to them that this was out of order and that i was totally unimpressed. They went away and for 3-4 days played with themselves (i presume, because they certainly werent calling me back as promised) until they came back and told me to pay £14, as thats what the insurance costs (Endsleigh is a broker of sorts & thats what the company they use for mobiles charges). I accepted it, to get my phone sent off (3 weeks after i broke it) but said that i would dispute it afterwards, which they told me to do.

Now, I call them up a few days ago to dispute this and am promised a call back on one of two evenings to discuss my complaint. Instead i get a call from them asking me to pay £37.50 to reinstate my mobile insurance cover. Apparently that every claim you make means you have to reinstate the insurance by paying an additional £37.50. I was not made aware of this when i took out the policy, and my past 2 claims i never had to pay this either.


I asked them to add this to my initial dispute and was promised a call back this evening, to which they havn't.

Can someone advise me on where i stand, first for the £14 I paid to add the mobile phone cover to my insurance and then for the additional £37.50 they want me to pay now?

A very big thank you guys, i know its a bit of a read but im stuck as to where i stand on all of this. Any advice is hugely appreciated!

edit; Going through the small print i have found this;

''The Sum Insured under this section will be reduced by the amount of
any claim payment made under Section 8 – Your Mobile Phone. If You
wish Us to reinstate the Sum Insured on a replacement item You may
do so by advising Us and paying any required additional premium. If
You do not then any replacement item(s) will not be covered''

From the phone call they want me to pay 10% of the value for which they had to pay out, £375, resulting in me having to pay £37.50 to reinstate the cover. The fact i didn't have to do it during the last 2 times i claimed last year, or was made aware of a) the 10% value of my phone and b) the fact i would have to pay to reinstate the cover. This has left me a bit lost.

[badass]

I am a student in my final year. For the last 2 years i have been with Endsleigh for student possession cover. In the 2 years i have had to claim 3 times for my mobile phone. Each time i paid the deposit and got the phone sorted.


Now, before my final year started i looked online for insurance and found Natwest to be cheaper then Endsleigh by around £30. A few days after i got these quotes i got a call from Endsleigh askign if i wanted to take our the insurance with them. I explained to them the fact that Natwest had quoted me cheaper and i would be going with them. The women i spoke to suggested trying to get the quote a bit cheaper. At the time i didnt think they would be able to beat Natwest but figured id let them try. Amoung the questions she asked was about my phone, i explained to her it was a HTC Kaiser, with WinMo running on it & a hardware keyboard. She explained to me that iut could be covered under the Laptop & PDA cover, saving £37.50. I was sceptical but she assured me it was & i took the cover out with her.

2 weeks later i moved into university, during the moving in i had juice spilt on my phone rendering the keyboard very temperamental. I called Endsleigh and explained the situation to them, they said that because i didn't have mobile phone cover, there was nothing they could do. I explained to them the call i had with their sales team & the guy told me to give me 48hours so he could track down the recording of the call. 8-9 Days later, several calls and several hollow promises to call me back he finally got back to me and said that the sales team were wrong to tell me my phone could be covered under their PDA cover, but because thats the way the policy had been sold to me they would have to cover it.


Now, this is where things go down hill. Before they would replace my phone they told me i would have to pay the £37.50 to bring my insurance up to cover my mobile. I was less then impressed with this as suddenly i am paying £15-£20 more then then I would have had i gone with Natwest (which i would have). On top of this Endsleigh excess is £50, and Natwest's is £25. End result me paying over £45 because Endsleigh sales team cocked up. I explained to them that this was out of order and that i was totally unimpressed. They went away and for 3-4 days played with themselves (i presume, because they certainly werent calling me back as promised) until they came back and told me to pay £14, as thats what the insurance costs (Endsleigh is a broker of sorts & thats what the company they use for mobiles charges). I accepted it, to get my phone sent off (3 weeks after i broke it) but said that i would dispute it afterwards, which they told me to do.

Now, I call them up a few days ago to dispute this and am promised a call back on one of two evenings to discuss my complaint. Instead i get a call from them asking me to pay £37.50 to reinstate my mobile insurance cover. Apparently that every claim you make means you have to reinstate the insurance by paying an additional £37.50. I was not made aware of this when i took out the policy, and my past 2 claims i never had to pay this either.


I asked them to add this to my initial dispute and was promised a call back this evening, to which they havn't.

Can someone advise me on where i stand, first for the £14 I paid to add the mobile phone cover to my insurance and then for the additional £37.50 they want me to pay now?

A very big thank you guys, i know its a bit of a read but im stuck as to where i stand on all of this. Any advice is hugely appreciated!

edit; Going through the small print i have found this;

''The Sum Insured under this section will be reduced by the amount of
any claim payment made under Section 8 – Your Mobile Phone. If You
wish Us to reinstate the Sum Insured on a replacement item You may
do so by advising Us and paying any required additional premium. If
You do not then any replacement item(s) will not be covered''

From the phone call they want me to pay 10% of the value for which they had to pay out, £375, resulting in me having to pay £37.50 to reinstate the cover. The fact i didn't have to do it during the last 2 times i claimed last year, or was made aware of a) the 10% value of my phone and b) the fact i would have to pay to reinstate the cover. This has left me a bit lost.

A company is legally responsible for what its employees claim. They clearly have a record of the conversation so whatever was said in that they must honour.
On the reinstating the insurance thing, IMO you'll have difficulty with that one. You'll have to try to convince them.

[Barrichello]

What badass says makes sense to me - she was employed by them so have to honour it. Also 4 mobile claims in 2 years? ouch - you not had much luck

[Phage]

If it was me - I wouldn't re-instate the cover. They have already proven that their customer service is rubbish. Take your new phone to NatWest and get it re-insured with them from today.

[peterb]

I'd tend to agree with phage, but check to see if there are any cancellation charges - you might end up paying short term insurance rates, although you could try stating that the policy was mis-sold and doesn't meet youur requirements.

[Andeh13]

Spoke to them on the phone & they refunded the £14, still had to pay to reinstate my phone cover though. Desbite the fact they are useless, they were good with handling my claim & getting me through that so will give them the benefit of the doubt for now.


I will be thinking long & hard about signing up with them in the future though!

Thanks for all the help though guys!