Mrs. Jackson Cooks

Life through food

Off topic rant: Stay away from Protect your Bubble insurance!

on August 24, 2011

This is an off topic rant.  I know, this is a cooking blog, and I wouldn’t normally write a blog about just anything, but this company has got me so upset that I feel the need to tell the world about them and warn people away from buying insurance with them.  Do not, touch them with a barge pole!  They will try anything to get out of paying out claims and their level of customer service is lower than any other company I’ve dealt with – and that’s saying something!

I got an Iphone 4 last year, when they first came out, on a contract and I’ve been so happy with it.  I have everything on there – it’s my life.  I can’t function without it.  I know, sad, but it’s the truth.  I was absolutely terrified that anything might happen to it and I wouldn’t be able to afford a replacement and I would be lost without my iphone, so I took out gadget insurance and even paid extra to cover against loss with Protect Your Bubble.  I did some research before taking it out with them, but they were cheap and they covered loss – and some insurance doesn’t cover loss.  I thought that perhaps they were cheaper because they specialised in gadget insurance, not because they’re useless!

Last week I had my phone stolen on my way home from work.  I didn’t realise it had been stolen though – I’d gone to get some groceries (to make tagine, by the way!  It was delicious) and my arms were full. My bag was on my shoulder but because the store was busy and my arms were full I didn’t notice it being taken out my bag.  I then went home and on my way home went to phone my husband and couldn’t find my phone.  I assumed I’d left it at work because I have my phone on my desk at work as I’m constantly using it for both work and personal use.  I thought nothing further at that point.   It’s only now I realise it was definitely stolen because my service provider told me that international calls were made on it at about the time I was on my way home. 

I got into work the next day, and couldn’t find my phone anywhere. After checking everywhere and with building security, cleaners, colleagues etc, I realised it was definitely lost or stolen, so I immediatley contacted protect your bubble, made a claim, was advised to contact my service provider and the police which I promptly did and then submitted the claim to them. 

At this point they tell me that my insurance has been cancelled!  Even though I hadn’t cancelled it at all.  They had cancelled it because they hadn’t seen monthly payments being made – because I’d paid remaining premium when I’d made a previous claim from accidentally dropping my phone and smashing the screen (yes, I’m a klutz, but that’s why I have insurance!).  They then looked into it and told me it was fine and to go ahead with the claim.

After 3 days they hadn’t got back to me (despite saying they resolve claims in 48 hours), so I phoned them, to be told, again, that my account was cancelled!  I went through the whole rigmarole again…to be told my account couldn’t be reinstated until September!  So I then got very upset and said I couldn’t wait til September for a replacement phone.  Then they tell me my claim’s been rejected because I didn’t report my phone as lost or stolen to my service provider within 12 hours! 

It’s a joke!  I reported it within 30 minutes of realising it was definitely lost or stolen.  Up til that point, I’d been under the belief I’d left it at work.  Do they expect me to blacklist my phone every time I lose it down the sofa, put it in a different handbag and then forget, leave it at a friends house, drop it in the car?  That would be crazy and irresponsible. 

So I appealed.  I’ve waited a further 48 hours before phoning the phone number given to me by the appeals acknowledgement email.  Only to be told that they can’t deal with appeals over the phone and the appeals team do not take phone calls!  It all has to be by email.  So I email the appeals team again, only to get the same automated response that I got the first time!   The email isn’t even manned by an actual person and it seems it’s not even been looked at! 

You have to bear in mind that at this point I’ve spent the best part of an hour on the phone to them and it costs 10p per minute to phone their number from a landline and more from mobiles.  There are no other alternative numbers to phone.

They are a joke for a company and will get out of not paying any claim they can.  Stay away from them.  I’m only writing this because I’m so outraged at how I’ve been treated and I don’t want other people to go through the same experience I’ve had.   I shall resume cooking blogs tomorrow – have no fear, this isn’t a habit I’ll make!  I’m not the kind of person that complains normally, that’s how upset I am!

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6 responses to “Off topic rant: Stay away from Protect your Bubble insurance!

  1. Judy Day says:

    Poor you Ruth, keep pursuing it, you have every right to complain and for them to reimburse you for your loss. If you don’t get anywhere with them complain to the FSA…I think they may be able to help.

    • Thanks – I am going to but I have to wait 8 weeks before I can complain to FSA! Please spread the word so no one else has to go through this!

      • Ian Hawkins says:

        File a case with Consumer Direct as well. They have helpful people and can co-ordinate and apply pressure if others are registering complaints against the same company.

        Let the company know in your next communication that you have lodged a case with Consumer Direct.

      • Thank you – I didn’t know that. I’ll definitely get in touch with Consumer Direct as well. I was thinking watchdog too?

  2. Terry says:

    search for the insurance ombudsman service this is case for them

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