A few questions relating to insurance claims....

Forums › Spark New Zealand (including Skinny and BigPipe) › A few questions relating to insurance claims....

snnet

1410 posts

Uber Geek

#99376 18-Mar-2012 12:18

I have a few questions regarding Telecom's insurance product-
I lost my phone last Friday, got a lost/stolen police report etc etc, all went well with the claim, I opted out of getting a rubbish replacement to get a new Nokia Lumia 710 and pay the difference. The question I have is, are SIM card replacements meant to be covered by the insurance? the last two claims I had the SIM was covered but this time it wasn't? I also read online that all phones come WITH an XT SIM card - so, I've effectively purchased a new phone (although insurance covered $249 of this cost), paid the $85 excess and also paid $19.99 for a new SIM card - I know it's only $20 but is this normal?

Also, someone has since FOUND my phone and I've arranged its return, I know I should just call mobile insurance when they open but in all likeliness I will forget or not have time before they close, so does anyone know the process there? can I just drop it to a telecom retail store?
TIA

joff_nz

446 posts

Ultimate Geek

#597095 19-Mar-2012 13:07

Unsure on the sim situation, I would have expected the insurance to cover the sim, but you can drop the handset off to a store, they will likely already have a bag going to mobins for liquid damaged or otherwise ruined phones that have been claimed on.

snnet

1410 posts

Uber Geek

#598331 21-Mar-2012 18:16

Thanks for the reply- I'll drop it off i guess.. probably just leave the SIM card thing lol

nigelj

856 posts

Ultimate Geek

#598338 21-Mar-2012 18:53

Pretty sure the process is really, first notify the police that the phone should no longer be classed stolen - you may need to visit and sign a statement to say that it was found/returned, second call the Telecom insurance line to discuss.

As I recall, the Telecom insurance is done (like most insurances of this type) at an arms length from the retail stores, Telecom just has the branding, but is collecting the premium on behalf of another crowd. If you just drop it into a Telecom Store, there is a larger chance that there may be issues further down the line. Also, following correct process is the only way to make sure that insurance companies/underwriters don't start flagging future claims... "Wow, this guy has 'lost' his phone 3 times in the last 12 months, always as new phones have come out hmmmm". You can find a lot of articles on Stuff etc about how insurance companies talk to each other and pass on odd trends about people.

hamish225

1418 posts

Uber Geek

ID Verified

#598466 22-Mar-2012 07:16

nigelj: Pretty sure the process is really, first notify the police that the phone should no longer be classed stolen - you may need to visit and sign a statement to say that it was found/returned, second call the Telecom insurance line to discuss.

As I recall, the Telecom insurance is done (like most insurances of this type) at an arms length from the retail stores, Telecom just has the branding, but is collecting the premium on behalf of another crowd. If you just drop it into a Telecom Store, there is a larger chance that there may be issues further down the line. Also, following correct process is the only way to make sure that insurance companies/underwriters don't start flagging future claims... "Wow, this guy has 'lost' his phone 3 times in the last 12 months, always as new phones have come out hmmmm". You can find a lot of articles on Stuff etc about how insurance companies talk to each other and pass on odd trends about people.

Before i read that i would have just said pretend it didn't happen...

*Insert big spe*dtest result here*

scuwp

3885 posts

Uber Geek

#598478 22-Mar-2012 08:21

IANAL but I would imagine it is like car insurance: If your insurance company has already paid out, they have legally purchased the rights to that lost/stolen property, therefore the "found" phone now belongs to the insurer. I would fess up, give them a call, and ask what they want done with it.

It's a bit of a stretch but potentially this could be classed as "theft by finding" if you hide the fact you have it back, in that you have taken possession of an item that you are not legally entitled to, and that you know belongs to someone else.

Honesty is best policy here I reckon.

Lazy is such an ugly word, I prefer to call it selective participation

Batman

Mad Scientist
29760 posts

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#598488 22-Mar-2012 08:37

depends on how much they benefit from it. say you drop it off. costs them $20 to process. $20 to get it back. $20 to get it inspected. $20 to get it restored. $20 to get it back on the market ...

if i were telecom i wouldn't go anywhere near this thing.

note this is pure economics i did not mean this to be an ethical discussion

scuwp

3885 posts

Uber Geek

#598500 22-Mar-2012 08:54

joker97: depends on how much they benefit from it. say you drop it off. costs them $20 to process. $20 to get it back. $20 to get it inspected. $20 to get it restored. $20 to get it back on the market ...

if i were telecom i wouldn't go anywhere near this thing.

note this is pure economics i did not mean this to be an ethical discussion

No doubt, but surely that's for the insurance provider to decide, not the customer. Give them a call, ask what they want done with it, and perhaps get confirmation in writing, especially if they say 'don't bother just keep it'.

Lazy is such an ugly word, I prefer to call it selective participation

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surfisup1000

5288 posts

Uber Geek

#598501 22-Mar-2012 08:55

snnet: I have a few questions regarding Telecom's insurance product-
I lost my phone last Friday, got a lost/stolen police report etc etc, all went well with the claim, I opted out of getting a rubbish replacement to get a new Nokia Lumia 710 and pay the difference. The question I have is, are SIM card replacements meant to be covered by the insurance? the last two claims I had the SIM was covered but this time it wasn't? I also read online that all phones come WITH an XT SIM card - so, I've effectively purchased a new phone (although insurance covered $249 of this cost), paid the $85 excess and also paid $19.99 for a new SIM card - I know it's only $20 but is this normal?

Also, someone has since FOUND my phone and I've arranged its return, I know I should just call mobile insurance when they open but in all likeliness I will forget or not have time before they close, so does anyone know the process there? can I just drop it to a telecom retail store?
TIA

This is the part where you read the fine print in the contract.

A sim is not part of the phone as such, so wouldn't be covered unless the contract explicitly has a section on such things as accessories.

To me though, they 'cover' for the sim and it is stupid not to include this but insurance companies always minimise their exposure which is why you must read every policy you buy from cover to cover. Although, noticing exclusions is sometimes tricky ----it is better when exclusions are specifically stated in a contract.

snnet

1410 posts

Uber Geek

#598736 22-Mar-2012 16:46

surfisup1000:
snnet: I have a few questions regarding Telecom's insurance product-
I lost my phone last Friday, got a lost/stolen police report etc etc, all went well with the claim, I opted out of getting a rubbish replacement to get a new Nokia Lumia 710 and pay the difference. The question I have is, are SIM card replacements meant to be covered by the insurance? the last two claims I had the SIM was covered but this time it wasn't? I also read online that all phones come WITH an XT SIM card - so, I've effectively purchased a new phone (although insurance covered $249 of this cost), paid the $85 excess and also paid $19.99 for a new SIM card - I know it's only $20 but is this normal?

Also, someone has since FOUND my phone and I've arranged its return, I know I should just call mobile insurance when they open but in all likeliness I will forget or not have time before they close, so does anyone know the process there? can I just drop it to a telecom retail store?
TIA

This is the part where you read the fine print in the contract.

A sim is not part of the phone as such, so wouldn't be covered unless the contract explicitly has a section on such things as accessories.

To me though, they 'cover' for the sim and it is stupid not to include this but insurance companies always minimise their exposure which is why you must read every policy you buy from cover to cover. Although, noticing exclusions is sometimes tricky ----it is better when exclusions are specifically stated in a contract.

While I concur with this, there was essentially a new phone purchased- insurances -subsidised- it. New phones are advertised as coming with SIM cards. I once ordered one online and they sent a blank sim out (meaning unassigned), I called up said whats the deal and the lady said that's just what they do, throw your old sim in and it'll work.

I definately agree with handing the phone in, it's theirs, I don't want it, the battery never lasted more than 3 hours on standby from the start anyway. There is no question in my mind that it belongs to them as they have paid out a subsidy for my new phone.

BarTender

3606 posts

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#599379 24-Mar-2012 09:36

IANAL but last time I checked the Sim Card remains the property of Telecom.
7. Mobile phone and SIM

Any SIM we supply to you remains our property and must be returned to us if this agreement ends. It is your responsibility to keep any SIM we supply to you in a good condition.

http://www.telecom.co.nz/help/other/terms/xtprepaid
or
http://www.telecom.co.nz/help/other/terms/xtpostpaid

Plus I believe Telecom charge $19.95 for a replacement SIM.

http://telecom.custhelp.com/app/answers/detail/a_id/1720

So.. I suspect it's a case of good luck from the rep doing the connection rather than policy to give a replacement sim for free.

snnet

1410 posts

Uber Geek

#599380 24-Mar-2012 09:41

Ah well not really bothered, guess I got 2x replacements for free. I remember the last time the rep at the store confirmed with the insurance rep on the phone that the SIM was covered too. It's a week later and I'm just happy to have a phone that lasts more than 5 hours without charge. Still haven't been able to get thru to the insurance people, left a message earlier on in the week but nobody has gotten back to me yet. (regarding handing the found phone in)