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Agents accused me of fraud

Started by: exmember-2018-356361
On: 29/06/2015 | 18:41
Replies: 7
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by: exmember-2018-356361
on: 29/06/2015 | 18:41

I requested proof of usage for an insurance claim. My insurer will only accept a paper copy of usage with the paper claim form. They will not supply an email address as they want all documents with my claim

 

I ask for this to either be sent to me by email or post 

 

The agents say no that I may be comitting fraud with it. I just need the document to get my phone repaired.

 

They quote some ofcom regulation but refuse to name it. They won't escalate as what the agent says goes.

 

Who do I turn to.

Message 1 of 8
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by: exmember-2018-356361
on: 30/06/2015 | 18:23

I guess reading the OP is optional round here.

 

Ive contacted an agent

Explained its for repairs, 

Explained the insurers need a paper copy with the form.

 

 

 

I've escalated to complaints I got one PM off an educator and thats it. I take it customer first doesn't mean anything round here.

Message 8 of 8
by: nigelbrooks
on: 29/06/2015 | 18:44

@exmember-2018-356361

 

You can escalate any reply you deem unsatisfactory to a giffgaff Educator

 

https://community.giffgaff.com/t5/Community-information/How-do-I-find-an-online-Educator/ta-p/402400...

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Message 2 of 8
by: rakhmatbibi
on: 29/06/2015 | 18:45
Hello this is a weird response from an agent as they are normally happy to give a proof of usage. I recommend that you contact an agent again but use this guide: https://community.giffgaff.com/t5/Using-giffgaff/Can-you-send-a-quot-proof-of-usage-quot-for-my-insu... If you get the same response tell them that they were the ones who put this guide up and tell them to give you a reason for why they will not give you the usage proof. Good Luck.
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Message 3 of 8
by: ushmachande
on: 29/06/2015 | 20:19
I think just explaining to the agents what you actually want and why. This should help them understand your request and hopefully give you what you want.
Message 5 of 8
by: meskute
on: 29/06/2015 | 20:27

@exmember-2018-356361 wrote:

I requested proof of usage for an insurance claim. My insurer will only accept a paper copy of usage with the paper claim form. They will not supply an email address as they want all documents with my claim

 

I ask for this to either be sent to me by email or post 

 

The agents say no that I may be comitting fraud with it. I just need the document to get my phone repaired.

 

They quote some ofcom regulation but refuse to name it. They won't escalate as what the agent says goes.

 

Who do I turn to.


 

for insurance claims you have to contact an agent

You must first report your handset lost and stolen to process an insurance claim.Please complete this form and come back to this page.
https://giffgaff.com/support/ask/mobile_insurance_claims
Use this method for questions related to your account only. For all other questions not related to your account please visit the community.
Please give us as much information as possible. This will enable us to process your query quicker.

good luck

 

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Message 6 of 8
by: aronrose
on: 29/06/2015 | 20:35
Hi

Try contacting another agent and explain the problem.

As it says on here
http://community.giffgaff.com/t5/Using-giffgaff/Can-you-send-a-quot-proof-of-usage-quot-for-my-insur...

You need to report it stolen ,
So explain that's for repairs

Also they will email it directly to your insurers.

Hope it helps
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Message 7 of 8
Highlighted
by: exmember-2018-356361
on: 30/06/2015 | 18:23

I guess reading the OP is optional round here.

 

Ive contacted an agent

Explained its for repairs, 

Explained the insurers need a paper copy with the form.

 

 

 

I've escalated to complaints I got one PM off an educator and thats it. I take it customer first doesn't mean anything round here.

Message 8 of 8