Accidental damage confused ?

[Anonymous]

Hi can anybody help me here I fell on the way to work and when I arrived there I realised my drinks bottle had cracked and leaked into my bag my phone which was in a separate compartment didn't show any sign of being wet but would not switch on I have the iphone insurance 12.50 a month which covers me for accidental damage and water damage I am not a phone technician so when I rang o2 insurance they asked what happened to the iphone I said I wasn't sure (meaning it could of been struck as I fell and broke or water damage from the liquid that came from the bottle ) they voided my claim because of this and point blank refuse to help me ... Not even send me a claim form out isn't accidental damage some think you cant help doing ie accident can anyone give me any advice ....abbie

[MI5]

Good luck mate - Don't let them win

[perksie]

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@Anonymous wrote:

yes thats what i will do thanks for your help and ill let you know the outcome the iphone 10 and a half prob be out before this is sorted lol

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Yes, please don't let them dodge out of this one.

[Anonymous]

thankyou i will do my best its just madness i feel like am commiting some type of fraud speak soon hopefully be good news but i aint building my hopes up

[MI5]

No, you MUST stand your ground on this one. Your insurance covers both accidental & water damage - There is no way out for them

[jonsie]

Insurance companies are renowned for trying to wriggle out of claims. Take this complaint as high as you can. It's outrageous that they turn down genuine claims such as yours.

[davethorp]

If after you've complained you don't get anywhere (which from what you've said on here is unlikely) you should be able to refer the complaint to the Financial Ombudsman. You can do this after they issue a final response to your complaint or 8 weeks after you've complained if you don't receive a final response

[Anonymous]

Good luck.  As the others have said make sure you stand your ground.

[Anonymous]

thanks again to all that have given me advice or wished me look i am still awaiting a response it does say theyll be in touch in 5 days or so they ask for a daytime number but they wont be able to reach me as i am working long hours and if i have to wait 8 weeks then am not going to be very happy omg what a scam the insurance is "NOT EVERYONE SHOULD BE TARRED WITH THE SAME BRUSH " to say to me your insured for everythink is a lie and to me they are the fraudsters ...look at this next line fior a laugh this is there words not mine....WE'VE GOT IT COVERED ....MORE LIKE WE'VE GOT IT COVERED UP

More about Your policy
Benefits – what You are covered for
• Accidental or Malicious Damage – including water damage
• Theft
• Accidental Loss
• Worldwide cover (includes free international delivery)
• Up to £200 worth of accessory cover.

Accidentally Damaged
Step 1: Call O2 within 14 days of discovery to submit Your Claim
We may request You to complete a claim form, loss declaration form or provide additional
information in order to progress Your Claim. Failure to do so may result in Your Claim
being delayed.

[Anonymous]

Good luck and I hope you get it sorted the Way it should be settled

[MI5]

There is no way they can get out of this and I don't even now why you are having to go through so much trouble. It's a disgrace 😞