Review Time
I was told i would get my phone on saturday but it didn't arrive. When I called they said i should call again on sunday morning if it doesn't arrive. It didn't arrive so i called on sunday and they transfered me 3 times each time putting me on hold for more than 30 minutes when they picked up they said they have to reorder it to come on monday, which was very inconvenient because I had work on monday.
EE and their insurance partner are promoting a product as "AppleCare Services" while preventing genuine access to it, similar to what a regular Apple service would provide. Additionally, their representatives are giving questionable advice regarding consumer data rights. The Situation:
I am currently in a dispute with EE and their partner concerning their insurance policy. Here's the stark contrast between what is advertised and what is delivered:
1. The "AppleCare Services" Misleading Claim
EE presents this policy as if it includes "AppleCare Services." A typical consumer would assume they have the same direct access to Apple as any regular customer.
• The Truth: A representative at the partner company explicitly informed me that I must go through them for claims, effectively cutting off my ability to interact directly with Apple. I confirmed with Apple support that no legitimate AppleCare Services coverage is associated with my device.
• The Precedent: The Financial Ombudsman has already ruled against the partner for similar clarity issues. In case Ref: DRN-5395892, the Ombudsman found that the partner did not clearly distinguish between their policy and Apple's actual product. By imposing a "partner-first" restriction on a service marketed as "AppleCare Services," they are misrepresenting what is offered.
2. Questionable Data Handling Practices
When I questioned their management of the issue and asked for a Subject Access Request (SAR), a representative confidently claimed there was "no timescale" for their response.
• The Law: Under UK GDPR, there is a strict deadline of one calendar month for companies to respond. For a financial services representative to assert there is "no timescale" is not only a sign of incompetence but also a blatant violation of data protection laws.
Conclusion:
EE is backing an insurance provider that limits access to the very services they claim to offer. If you want real AppleCare, obtain it directly from Apple. Do not rely on this "AppleCare Services" package—it does not provide the same benefits.
Status: Escalating to the Ombudsman.
I have issues with the £40 excess required to utilize my insurance, especially since my mobile phone bill is now £101 per month. I believe that insurance providers shouldn't impose such excess fees, a sentiment I think many others would share. It seems like these companies prioritize profit over the needs of their customers, similar to banks, focusing on their own financial gain rather than on individuals who value principles like care and integrity. This is simply my honest perspective, and I hope it is taken into consideration.
The service quickly acknowledged the broken device and approved the exchange. However, after being informed of the exchange eligibility, I was told the delivery service would reach out with a time. They attempted to contact me via a message on a phone that was deemed unusable due to a broken screen. The delivery service arrived a day early when no one was available to collect the parcel.
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Chubb is a world leader in insurance. With operations in 54 countries and territories across the world. Chubb provides commercial and personal insurance. From personal accident and travel, supplemental health insurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight, discipline and care. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index.
Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 43,000 people worldwide. Additional information can be found at: www.chubb.com. See more
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