Mobile Phone Decision Reference 2021-0374

• Jurisdiction: Ireland
• Case Outcome: Rejected
• Reference: 2021-0374
• Year: 2021
• Date: 20 October 2021
• Subject Matter: Mobile Phone
• Conducts Complained Of: Claim handling delays or issues
• Finantial Sector: Insurance

Decision Ref:

2021-0374

Sector:

Insurance

Product / Service:

Mobile Phone

Conduct(s) complained of:

Claim handling delays or issues

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

The Complainant incepted a mobile phone insurance policy with the Provider on 25 May

2018. This complaint concerns the Provider’s assessment of a claim the Complainant made

for a replacement handset, following damage to his insured handset.

The Complainant’s Case

The Complainant says that following damage to his mobile phone handset, he made a claim

to the Provider on 3 December 2019 for a replacement handset. The Provider supplied the

Complainant with a refurbished replacement handset, however he says the Provider ought

to have been provided him with a new handset.

The Complainant sets out his complaint in the Complaint Form he completed, as follows:

“I damaged my phone. I rang [the Provider] … They said they would replace it but a

reconditioned phone would be provided if a new one was not available – in the policy

document [the Provider] said this occasionally happens. I asked for a new phone, [the

Provider] said no, only a reconditioned one available … [I was] told, off the record,

even though phone calls are recorded, that [the Provider] do this all the time, tell the

customer that no new phone is available and they pass on a second hand

reconditioned phone. I don’t think this is good enough”.