I want to share my frustrating experience with an ongoing claim for a lost device. Unfortunately, the replacement process has been delayed for several weeks due to a technical requirement that my carrier cannot meet. Since early December, the claim has been caught in a loop because the insurer needs the primary IMEI of the lost device to be blacklisted before moving forward. My carrier has repeatedly confirmed that they are unable to blacklist the primary IMEI for this model and can only block the secondary IMEI. While that secondary IMEI has been blacklisted and all necessary documents submitted, the claim remains on hold until the primary IMEI is blocked—something the carrier insists is not technically feasible. Despite numerous explanations and confirmations, I've only been informed that the insurer is “monitoring” the primary IMEI for blacklisting, without any alternative solutions provided. This has left me without a device for an unreasonably long time and compelled me to escalate the issue to a supervisor in hopes of finding a practical workaround. The process seems rigid and disconnected from the actual capabilities of carriers, effectively leaving the claim in limbo. Customers should not be trapped in a system that requires a step that cannot be technically accomplished.
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