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wattie - 31 Mar 2005 10:54 GMT

Good morning all,
My son signed up for a contract phone at the Link and the contract was with
Genesis. A couple of months ago he was mugged and his phone was stolen. He
contacted them immediately to cancel the calls and they asked him the fill
in an insurance claim form, with the police report number. He then got a
letter back saying that the insurance did not cover the phone!! What is it
for then? Since then he gets regular bills and threatening letters to pay
for the line rental, even they he doesn't have a phone or obviously made any
calls. It's like they want to mug him too. Anyone had this problem or know
of a way out?
Thanks for any advice,
WM

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Wireless Reader - 31 Mar 2005 11:09 GMT

> Good morning all,
> My son signed up for a contract phone at the Link and the contract was with
[quoted text clipped - 7 lines]
> of a way out?
> Thanks for any advice,

What sort of insurance policy did he have?

Are calls still being made on is account, following the theft?

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wattie - 31 Mar 2005 11:56 GMT

>> Good morning all,
>> My son signed up for a contract phone at the Link and the contract was
[quoted text clipped - 11 lines]
>
> Are calls still being made on is account, following the theft?

There were no calls made, so they want his monthly contract payment. I only
just found out about them still sending bills. I will try to get the copy of
the policy.

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Wireless Reader - 31 Mar 2005 12:16 GMT

>>>My son signed up for a contract phone at the Link and the contract was
>>>with Genesis. A couple of months ago he was mugged and his phone was
[quoted text clipped - 14 lines]
> just found out about them still sending bills. I will try to get the copy of
> the policy.

OK so it sounds like they blocked calls - they are expected to do that.
The monthly fees continue - the contract still stands. He needs to
get a replacement handset himself if the insurance doesn't help. A
replacement handset isn't going to be too expensive.

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Jon - 31 Mar 2005 13:25 GMT

wattie reckoned that...

> Good morning all,
> My son signed up for a contract phone at the Link and the contract was with
[quoted text clipped - 7 lines]
> of a way out?
> Thanks for any advice,

All insurance policies have clauses, however in the case of a mugging
it's quite harsh for a claim to be knocked back.

My advice would be to challenge the insurance company to state on what
grounds they are refusing the claim, then if you feel you have a case
you should appeal the decision.

The line rental should still be paid, as unfortunately for you it is not
in any way relevant weather you actually possess the phone or not.
Genesis can supply you with a replacement SIM (probably for a small
charge) to enable access to the network, perhaps if there is a spare
phone floating around as a temporary replacement your son could use
that.

Signature

Jon Parker

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