Not upheld: Unknown / needs review complaint against WDP Insurance Limited

Decision detail

Summary

Mr S held a mobile phone insurance policy with WDP and made a claim for accidental damage in April 2023, paying the required excess and receiving a replacement device. Mr S subsequently complained that the software fault may have been unrelated to the cracked screen and requested the original device be tested, seeking a refund of the excess paid. The ombudsman found that WDP correctly applied the excess in accordance with policy terms and that its offer to reverse the claim and refund the excess upon return of the replacement device was reasonable. The complaint was not upheld as WDP had treated Mr S fairly in handling his claim.

The Ombudsman's reasoning

The policy clearly states an excess applies when a claim is made for damage. As Mr S's phone was damaged, the manufacturer's warranty was void, making WDP's advice to claim under the mobile insurance policy reasonable. WDP correctly applied the excess in accordance with policy terms. WDP's offer to reverse the claim and refund the excess if Mr S returns the replacement device provides a fair alternative option. The ombudsman found no evidence of unfair treatment by WDP in handling the claim.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website