Declined ****** cellphone claim

I am extremely disappointed with Hollard Cellphone Insurance and feel it is important to warn other consumers. I submitted a cellphone insurance claim under Policy Number: EDC*** after my phone went missing during a family Christmas gathering. The phone was securely kept inside a waist bag that I was wearing at all times. Due to the crowded environment, with many family members dancing and celebrating, it appears the bag was open without my knowledge and the phone was taken. Despite explaining these facts clearly and honestly, Hollard declined my claim, citing “negligence.” I strongly disagree with this decision. Carrying my phone in a waist bag worn around my waist cannot reasonably be classified as negligence. I followed the correct process and lodged a complaint with Hollard’s complaints department, providing further explanation and context. Unfortunately, the complaint was also declined without proper consideration of the circumstances. I was then advised to escalate the matter to their internal adjudicator, which I am have done still there's no reply since.

This experience has been frustrating and exhausting. Insurance is meant to provide peace of mind, yet Hollard seems quick to rely on technicalities to avoid paying valid claims. As a paying customer, I feel treated unfairly and not listened to. I am sharing this experience to caution other consumers to read the fine print carefully and think twice before trusting Hollard with cellphone insurance. If a phone secured in a waist bag can still be labeled as negligence, one has to ask under what circumstances a claim would ever be approved.

I am requesting that Hollard: Reconsider my claim fairly and objectively Provide a clear and reasonable explanation of how this situation amounts to negligence Improve their claims assessment process to treat customers more fairly Until this matter is resolved, I cannot recommend Hollard cellphone insurance to anyone.