I can't contact my mobile phone insurance company
A reader from Lancashire is trying to claim on a mobile phone insurance policy, but cannot get through to the insurer.
Emma Holyer, myfinances.co.uk insurance expert from LV= Insurance, tackles the issue.
Stephen from Southport asks:
I had phone insurance, but the firm no longer answers the phone?
I need to claim as my Nokia N96 screen has been damaged.
What can I do?
Emma replies:
Insurers need to be registered with the Financial Services Authority to sell insurance so you should check they are registered as a first step.
If they were registered and have gone out of business you will be able to claim via the Financial Services Compensation Scheme (www.fscs.org.uk/consumer).
This scheme is in place to provide cover in the extremely unusual event that an insurer goes out of business.
However it may just be that the company is not answering the phones but is still in business so if this is the case you could complain via the Financial Ombudsman Service (www.financial-ombudsman.org.uk).
If the operator was not registered with the Financial Services Authority you are going to struggle to get any money back because they were selling insurance illegally.
However if you purchased the cover via a mobile phone shop, go back into the shop and they should be able to assist.
If you have a question for Emma, go to the myfinances.co.uk Ask the Insurance Expert section.
LV= Insurance - the Liverpool Victoria Friendly Society - is authorised and regulated by the Financial Services Authority.
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