I’ve been a Vodafone Phone Insurance customer now for around 12 years, joining (from memory) not long after they made the service available. In that time I’ve made two claims, one in 2001, and another in 2011, and in both cases found the service great – I lodged claims and within days had a brand new replacement phone. Overall I’ve been happy paying my premium each month for the service they provide.
Earlier this year Vodafone faced some criticism after a Target show criticised their policy of replacing some handsets with refurbished models. In late October a new policy document was sent out to all customers clearly explaining that refurbished handsets may be used as replacement. It now seems that Vodafone have taken things a step further, and on the weekend I received a letter from Vodafone explaining new changes to the Vodafone PhoneInsure policy. If a refurbished phone is sent out as a replacement, a lower excess will apply, and if you’re somebody who tends to lose or destroy phones on a regular basis, higher excess charges apply for a 2nd and 3rd phone claimed on within a year.
Apart from some other minor changes, Vodafone assure us (in bold) that “Everything else stays the same”.
As a reader of fine print I started reading the included policy document and was shocked to see some other major changes to the policy, changes that Vodafone clearly don’t see as being significant enough to mention in the cover letter where they have told us that “everything else stays the same”
According to the policy document cover is now only provided on a mobile phone that is purchased from Vodafone. This means any phone purchased overseas or from any other network or retailer in NZ will no longer be covered by Vodafone PhoneInsure. Previously the origin of handsets wasn’t an issue, and nowhere in previous policy documents was any reference made to handsets, other than Vodafone refusing to replace imported 1st generation iPhones with newer models.. Both of my historical insurance claims have been on handsets that were not sourced from Vodafone, so quite clearly this has never been an issue in the past.
Vodafone clearly don’t think this is an issue that’s important enough to mention in the cover letter, and clearly don’t think it’s a significant change (“Everything else stays the same”), but I consider this this a significant change to the policy, especially as it could result in people who are presently covered being ineligible to claim after these changes take effect in January.
If you’re a Vodafone PhoneInsure customer and use a handset that was not purchased from Vodafone then you’ll probably want to review your policy. Paying money each month when you’re not going to be covered isn’t a great idea!
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Are Air New Zealand about to dump their Premium Economy Spaceseat?
Will the iPhone 6 work in New Zealand?
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