Virgin Mobile Phone Insurance

The Virgin mobile insurance is not fit for purpose

I had a new phone which never worked properly. As time has progressed I made a claim, difficult enough to start the process and even though my phone doesn't work properly and has never worked properly since I received I was advised to pay £150 excess fee. I understand this should be the case for a lost or stolen phone but don't see why this should be the case for a phone that was supplied in a 'not fit for purpose' state in the first place..

Quite shocking!

Only had I phone a year battery not charging. £80 excess fee!!! Waiting for delivery of replacement 3 days appalling service would not recommend to anyone

Dropped my Samsung phone on May 6 put in claim. No new phone. Told model was not in stock to wait 3 to 7 days. Told still not in stock wait another 3 to 7 days.

Told today 17th may to wait another 3 to 7 days.Even longer my be 21 dAYS 28 DAYS OR 35 DAYS.

Told its in the small print,complaint unresolved. Virgin mobile still advertising 'shiney new phone in 24 hours.

The replacement would only be a refurbished one with possible "cosmetic blemishes" and the deductible is practically what the phone would cost to replace it completely. A total waste of money.

If i could score it Zero I would....Wanted me to pay more than the phone is worth to get a replacement....

Had my Sony phone replaced twice through them. So far both have been faulty.

Lets see how number 3 turns out.

After filing a claim, they asked that I provide an affidavit and a copy of my driver's license, pay them $175, and to wait 24 hours before calling them. I did so, but then was told that the scanned copy of my driver's license was not sufficient and my claim would not be accepted. The customer service representative was not able to explain why the copy of my driver's license was not acceptable and when pressed, she hung up on me. I called back and got the same individual who promptly hung up on me again. When I called for the third time, and got a different representative on the phone, the individual requested that I send a 2nd copy of my driver's license. I have yet to get any results from this company and although I expect to spend the next days, maybe weeks dealing with them, I'm not holding my breath.

I phoned to make a claim on an iPhone 6plus that I had lost. They had no record of this and had only my previous phone, an iphone5 registered. I explained I had been upgraded. They said I should have informed them. As I took out the insurance with the upgrade I would have assumed that to have been done. I was sent back to Virgin to get them to email Virgin insurance. Why this could not be resolved without me as a go between is beyond me. It took 2 attempts to get it right. Each taking 48 hours. 10 days later I phone and everything seems good but then, no! They need me to verify who I am by sending a copy of my passport and waiting another 24 hours. I found this most unusual. Who I am is the person you're been taking payment from for over 3 years, by direct debit. This is now over 10 days. I am at my wits end as to what to do but feel the Financial Ombudsman Services is a good start.  they have taken my money for 3 years and now refuse to honour my claim.

The screen on my Samsung phone broke. I paid the 70 pounds with the promise of a new replacement phone. What I got was a phone with rubbish battery, so card slot not working and focus on camera dodgy. Its a disgrace they won't change it although the problems were there from the start.

I have been with Virgin media for almost 4 years,and paid for insurence on my phone , the last time I had a problem they gave me a poor excuse as to why I weren't able for a repair, this morning I dropped my phone and cracked my screen and thought it's okay I've been paying insurence incase of these accidents! Well no, they want me to pay £150 pounds to fix it.. £150!? Last time I checked most phone shops charge £50. So what's going on? And why hasn't my insurence covered this? Well it's a massive scheme, lining there own pockets while bleeding you dry,

Don't even consider them .

There ass holes :)