1 reviews | Active since Jul 2015
Declination of Insurance Claim
I have an active insurance with 24 Hour Mobility and my phone is lost. I called the call center on the day the device was lost wich was 27/07/2015 and they told me what i needed to do in order for me to a phone, i did everything as instructed by them and sent through all the paperwork on the 28/07/2015. Then they sent me an sms saying there is information missing and i must call the *** number which i did, then the consultant asked what happened and i explained to her and she then told me my claim has been declined due to negligence and they tell me about a totally different number. How does one neglect their phone on purpose so that it can be lost? I wonder if the staff members there do not take their cars for a wash and loose things? i have been paying for the insurance for 2 years and now that my phone has been lost i cant get it back because it was lost? Then why do they cover loss if they dont want to give me a phone now? Then the consultant continues to say my insurace will be cancelled due to the claim being declined. This is a total ******* and i have been loyal with the company for the time i have been with them. I will take this further to the ombudsman.
Thank you for bringing the above complaint to our attention.
Please be advised that as the handset was left in the car and the car was taken to the car wash by a third party the policy cannot provide cover for the loss.
The policy states:
You are not covered for:
iii) Loss of or damage to your HANDSET or MOBILE DEVICE resulting from theft
or any attempt thereat from any unattended vehicle, unless the vehicle is
locked and the HANDSET OR MOBILE DEVICE is concealed in the cubby hole or
boot. Any such loss must involve forcible and violent entry into the vehicle.
viii) Loss or damage arising from the HANDSET or MOBILE DEVICE where it is left
exposed in a public place, place of recreation, office, mall or social occasion
where it is vulnerable for easy removal or damage.
At all times you must take reasonable steps to safeguard the HANDSET or MOBILE DEVICE from loss, damage or theft.
The underwriter who processed your claim is bound by the terms of the policy and has therefore declined the claim,
Should you wish to take the matter further or feel unfairly treated you are welcome to approach the short term insurance ombudsman.
Kind Regards
Megan Hope
***
Thank you for bringing the above complaint to our attention.
Please be advised that as the handset was left in the car and the car was taken to the car wash by a third party the policy cannot provide cover for the loss.
The policy states:
You are not covered for:
iii) Loss of or damage to your HANDSET or MOBILE DEVICE resulting from theft
or any attempt thereat from any unattended vehicle, unless the vehicle is
locked and the HANDSET OR MOBILE DEVICE is concealed in the cubby hole or
boot. Any such loss must involve forcible and violent entry into the vehicle.
viii) Loss or damage arising from the HANDSET or MOBILE DEVICE where it is left
exposed in a public place, place of recreation, office, mall or social occasion
where it is vulnerable for easy removal or damage.
At all times you must take reasonable steps to safeguard the HANDSET or MOBILE DEVICE from loss, damage or theft.
The underwriter who processed your claim is bound by the terms of the policy and has therefore declined the claim,
Should you wish to take the matter further or feel unfairly treated you are welcome to approach the short term insurance ombudsman.
Kind Regards
Megan Hope
***