Issue with wording of terms after mobile phone insurance rep
Discussion
Copied from the computer and gadgets sub forum as never got a single reply:
Not sure if this belongs here SP&L or the lounge so mods please move as appropriate.
Me and my partner have a Platinum account with LLoyds bank and therefore have mobile phone insurance.
My partner dropped and shattered her phone so paid the excess and it was sent off for repair. They told her as it states in the terms that if they can't repair it they will contact her with her options around replacing it.
The phone in question is a Samsung Galaxy S7 edge in Rose Gold. They have said they have repaired the screen and have sent her the phone back but it is Gold not rose Gold.
She is not very happy with this as this is not the colour she picked and paid for. They have said the phone is the same one she sent in but with a new screen and skin and they can't guarantee the colour.
After a quick look through their terms it doesnt say they wont guarantee colour anywhere but it does say:
[i](2) replace it with a mobile phone of the same make, model and memory size. If we cannot do this you will be given a choice
of models with an equivalent specification.[/i]
Where would she stand on this? Would you accept this or take it further?
Link to the policy document:
https://www.lloydsbank.com/current-accounts/added-...
Choose policy documents then Platinum account.
Apologies for any spelling and legthy post.
Not sure if this belongs here SP&L or the lounge so mods please move as appropriate.
Me and my partner have a Platinum account with LLoyds bank and therefore have mobile phone insurance.
My partner dropped and shattered her phone so paid the excess and it was sent off for repair. They told her as it states in the terms that if they can't repair it they will contact her with her options around replacing it.
The phone in question is a Samsung Galaxy S7 edge in Rose Gold. They have said they have repaired the screen and have sent her the phone back but it is Gold not rose Gold.
She is not very happy with this as this is not the colour she picked and paid for. They have said the phone is the same one she sent in but with a new screen and skin and they can't guarantee the colour.
After a quick look through their terms it doesnt say they wont guarantee colour anywhere but it does say:
[i](2) replace it with a mobile phone of the same make, model and memory size. If we cannot do this you will be given a choice
of models with an equivalent specification.[/i]
Where would she stand on this? Would you accept this or take it further?
Link to the policy document:
https://www.lloydsbank.com/current-accounts/added-...
Choose policy documents then Platinum account.
Apologies for any spelling and legthy post.
eatcustard said:
Does it really matter on the colour?
Also, Apple is rose gold, Samsung is pink gold.
It's not the end of the world obviously but its not the colour she picked and paid for. Also, Apple is rose gold, Samsung is pink gold.
Isn't the idea of insurnace to put you in a position you were in prior to the claim?
I know it's not on the same scale but If your car sustained damage and came back a different colour after being repaired you wouldn't be happy.
I agree with Eatcustard. I always choose the black or dark grey colours as it seems practical, but I rally cannot be bothered as it sits in a case. Can't you just buy a case she likes which means the colour of the phone is immaterial and would also help if she drops it again?
Then you can move on with your life.
Then you can move on with your life.
DaveH23 said:
They have said the phone is the same one she sent in but with a new screen and skin and they can't guarantee the colour.
After a quick look through their terms it doesnt say they wont guarantee colour anywhere but it does say:
(2) replace it with a mobile phone of the same make, model and memory size. If we cannot do this you will be given a choice of models with an equivalent specification.
But they haven't replaced it. They've repaired her phone.After a quick look through their terms it doesnt say they wont guarantee colour anywhere but it does say:
(2) replace it with a mobile phone of the same make, model and memory size. If we cannot do this you will be given a choice of models with an equivalent specification.
The screen was damaged. They've replaced the screen.
The case was damaged. They've replaced the case.
They didn't guarantee a colour match - but they've got it as close as they could. It's gold instead of pink-gold. It's not black or grey or silver.
BTW, your link doesn't work - is this the policy doc you mean?
https://www.lloydsbank.com/assets/media/pdfs/plati...
So the full wording of that bit you quoted is...
Lloyds policy doc said:
If your mobile phone is damaged or breaks down we will either:
(1) repair the mobile phone (where possible)
or
(2)
replace it with a mobile phone of the same make, model and memory size. If we cannot do this you will be given a choice
of models with an equivalent specification.
Then, under replacements, it says...(1) repair the mobile phone (where possible)
or
(2)
replace it with a mobile phone of the same make, model and memory size. If we cannot do this you will be given a choice
of models with an equivalent specification.
Lloyds policy doc said:
Replacements
...(2)
We will attempt to replace your phone with one of the same colour but we can’t guarantee to do this or replace any limited or special edition mobile phones.
And, further on, it says......(2)
We will attempt to replace your phone with one of the same colour but we can’t guarantee to do this or replace any limited or special edition mobile phones.
Lloyds policy doc said:
What you are NOT covered for (continued)
Cosmetic damage.
We only cover damage if it stops the normal functioning of your mobile phone. If it is just a scratch or dent, and your mobile phone still works as expected, then we will not repair or replace it.
We know scratches and scrapes to your mobile phone aren’t nice but we are here to fix your mobile phone when it isn’t working, so if it still functions as you would expect then we can’t help. For example, a scratched screen would not be covered but a cracked screen would be covered.
From that, you can certainly infer that the policy is not intended to ensure an absolute cosmetic replacement. If you wanted that, then a different policy would have been more suitable.Cosmetic damage.
We only cover damage if it stops the normal functioning of your mobile phone. If it is just a scratch or dent, and your mobile phone still works as expected, then we will not repair or replace it.
We know scratches and scrapes to your mobile phone aren’t nice but we are here to fix your mobile phone when it isn’t working, so if it still functions as you would expect then we can’t help. For example, a scratched screen would not be covered but a cracked screen would be covered.
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