Logged a claim in May for a cellphone screen that cracked. The screen was replaced, a month later the screen was popping out of the socket and was sent back. Then the phone was in a case and in my husband's pocket, when he took it out to make use of the phone the screen had Colour lines running across. He sent in again and was told we need to pay excess again. I called Virgin Insurance almost every day since 15 November 2013 and left countless messages for Munier to call me back. Only Yesterday did Munier call me. I refused to pay excess again as this is a screen related issue and Virgin Money needs to get good service providers who can sort our repairs on the first go. This current issue is a screen related issue and should be covered by insurance or replaced with a brand new phone. We are now forced into paying the excess as the service provider states that it is our fault for the damage of the phone. We are paying virgin money for the premium of insurance cover; you should be fighting for the customer. Very disappointed with the service received, I have other insurance cover with First for Women and not once did I deal with customer service as such or claim related issues.
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