Nokia

[St Eligius]

Hi, I made a claim on 12/11/10 for a total loss of my Nokia N97 mini (if fell in a canal so....pretty much unsalvagable) and was told it had been passed for assessment, as all total losses are now, apparently, and an assessor would be in touch in 1-5 working days. I called them today to get an update on the status of my claim and was informed that they were awaiting information from a 3rd party and they knew not when that info would be available. They would not divulge the nature of the information, who the 3rd party was or give any indication as to further time frames. Even after requesting the inevitable transfer to the supervisor I was told, after an apparent discussion between the customer service advisor and said supervisor, they would only tell me the same information- essentially nothing.
I was under the impression that any request for information from a third party could only be done so with my express permission (both professional knowledge and confirming in their published terms and conditions) and as I did not give permission, although I would have gladly if I had been asked and told the nature of the query, how are they able to make this request?
It would have also been more professional and customer orientated if they had have, in the 1-5 working day time frame they prescribed, call me to inform me of the status of my claim rather than, at the very last point in their self appointed service level agreement, requiring me to call and chase them myself.

Essentially, how are Cover Me insurance able to request information from a third party without asking me first? Then subsequently refusing to divulge what information is being requested from whom and how long it will take?
If I knew the nature of the information, having worked for several years in the insurance sector, I could make my own informed estimate on time frames and not hold them responsible if it goes beyond it (unlike now, where I joked when I was told 1-5 working days that I would expect a phone call on the 5th working day and not before...I didn't even receive that!)

Incidentally, I have had previous claims with Cover Me, both total loss and damaged phones, that were accepted on the day of making he claim and a replacement received the next day for similar specced handsets. None, however, in the last 12 months.

I need my phone for work and home life, it has essential telephone numbers that I can restore from OVI Suite once I receive a replacement but until then I am not only being kept in the dark but purposefully having the lights turned out.

[Wayne]

Hi St Eligius and welcome to the eForum

Thanks for your post here. I'm sorry to hear that you have had a misshap with your phone

I'm a little confused by this also. The Cover Me Insurance teams decisions are final and as such we cannot change any decisions that they make, however, I'm happy to get your details and one of our team can give them a call to see if we can get any further information as to what the hold up is if you like?

I'll send you an email over to the email address that you have registered with. All you need to do is hit reply and fill in all of the information it ask for. We'll then get back to you as soon as possible

Thanks

Wayne

eForum Team

[St Eligius]

Thanks Wayne,

It's not so much their decision as they haven't made one yet but the fact they won't give me any information as to time scale or the nature of the 3rd party they have contacted. They haven't even contacted me to confirm the details of the incident.
I guess I'll just have to wait it out and hope they actually contact me this time.

I just want my phone back, I love my N97 mini!