We claimed for a damaged iPhone 4s:
24 Dec: Phone collected by courier to be delivered to repairs company
27 & 28 Dec: We phoned Outsurance- THEY DIDN'T ANSWER THEIR PHONES!!!
30 Dec: Repairs company phoned, said they hadn't yet received phone (they were very helpful)
31 Dec: We phoned Outsurance; left a message for a manager to call us back - NO ONE CALLED US BACK!!!
2 Jan: We phoned Outsurance several times - THEY DIDN'T ANSWER!!!
3 Jan: Finally Outsurance phoned; offered no apology. They didn't want to pay to replace the phone but to pay out the value of the old model. When we first insured the phone, we were specifically told that it was insured for replacement value. The call centre agent said that the 4s was discontinued & that whatever the current model is would be the replacement.
We then relayed the above poor service story to Mandy asked her to escalate the matter
4 Jan: Adrian called, he apologized for the bad service. Said he would escalate the matter to Claims Manager.
6 Jan: A message from Adrian said he shared our frustration & was not getting any joy
7 Jan: We phoned Outsurance for an update & have not yet received a reply