Proof of usage for insurance claim

[#1]

Hello,

My phone was stolen and my insurance company are asking for proof of IMEI usage, which they say i should be able to get from Plusnet. I have spoken to Plusnet who say they cannot provide this information.

The phone was bought unlocked from eBay and i am on a pay monthly SIM with Plusnet.

Has anyone has any similar experience and ended up getting it resolved?

Thanks very much

[#2]

Hi @charlesbrading

Could you provide your mobile number, full name and full address via a PM and I'll ask one of our team to look at this for you?

This isn't a query we've had before, but I'm sure we can provide something that confirms your ownership and use of your IMEI with the Plusnet SIM.

Thanks

Dave

[#3]

A bit of googling shows that this is not a problem unique to Plusnet. Getting the information from any mobile provider seems to a bit like the proverbial 'blood from a stone' and I'm sure the insurance companies know this. It's a convenient way to delay paying out.

Theres some indication out there that making a 'subject access request' for information relating to imei numbers used on the account may reap results...

@RandallFlagg  it has been asked before https://community.plus.net/t5/Mobile/Proof-of-usage-required-for-Mobile-Insurance/td-p/1514475 but it's quite a while ago

[#4]

Thanks for highlighting that, @MisterW - hopefully the response will be different this time around.

Dave

[#5]

I hope so!

I have PM'd you that info

Thanks

[#6]

Thanks Charles - I've responded with some additional info I need for security.

Whilst you're providing that via PM, could you let me know specifically what the insurance company have asked you to provide? Are they looking for a date range when that IMEI was assigned to your SIM or confirmation that the IMEI has been blocked following the theft of the handset, or something else?

We're likely going to need to create something for you manually so want to ensure we provide the right information.

Thanks

Dave

[#7]

"Dear Mr Brading,

Proof of usage is a document you need to request from your network provider as it goes off the phones usage, a phone bill goes off the sim card usage"

This is what they sent me, responding to me sending them my latest bill, thinking that would suffice as proof of usage. I am not really sure what it is they are after either and have repeatedly asked them to be more specific. I am waiting to hear back from them now.

Thanks Dave, and sorry i called you Randall 

[#8]

Don't be sorry at all - I chose the name Randall Flagg on here because I'm a big fan of Stephen King's 'The Stand'

Could you let me know when they come back to you and I'll pick this up accordingly?

I'm here until 10pm this evening.

Thanks

Dave

[#9]

Ok, will do.

Unfortunately i doubt it will be today. They have generally being getting back to me every couple of days. As and when they do I will drop a message here.

Thanks again.

[#10]

From my googling, I believe they're looking for confirmation that the phone in question was actually in use whilst the insurance was in place I.e they're trying to prevent the situation where the insurance was taken out after the loss ( and I'm not accusing anyone here! )

So I believe  they're looking for a list of what phone was used ( the imei number ) on the account and when.

Edit: an example request from here https://community.virginmedia.com/t5/Virgin-Mobile/Mobile-insurance-asking-for-information/td-p/3906...

Proof of usage for your handset:  We require proof from your network that your handset has been used, showing the dates of both first and last use. This documentation will need to contain your IMEI number and details of the last time of use. (Please note, we are unable to accept a phone bill as proof of usage, as this does not document the handset’s unique IMEI reference)."

I would assume that the imei is logged by the network at least every time the phone is turned on and registers

[#11]

I'm having the same issue, but the person on the online chat said they can't provide proof of usage with the IMEI number if they didnt provide the phone.

Any help would be appreciated.

[#12]

Hi @conmcm, thanks for getting in touch.

Could you please PM:

- your full name & confirmation that you are the account holder
- your full address including postcode
- the mobile number in question?

Once you've sent the requested information, please do let us know via this platform and we'll look into this for you.

[#13]

Hi @abails0105

I have sent those details.

thanks

[#14]

Hey @conmcm,

I've now replied via PM requesting further info. Give us a nudge here once you've replied and we can go from there.

Thanks.

[#15]

Hi @Mads

I have pm’d those details.

Thanks