Not upheld: Unknown / needs review complaint against Apple Retail UK Limited

Decision detail

Summary

Mr V purchased mobile phone insurance from Apple in January 2023 and subsequently made a claim for a stolen phone, which was rejected as the policy only covered accidental damage. Mr V claimed he had been told in store that the policy would cover theft and loss. The ombudsman found that Apple provided clear written information, including an IPID and policy terms and conditions both explicitly stating that theft and loss were not covered. Although Mr V recalled being told otherwise in store, he provided no further details of this conversation, and the ombudsman found the written information would have made the coverage limitations clear. The complaint was not upheld.

The Ombudsman's reasoning

Although Apple did not provide advice, it was required to provide clear, fair and not misleading information. The IPID and policy terms and conditions both explicitly stated that the policy does not cover loss or theft. While Mr V recalled being told in store that the policy would cover theft and loss, he provided no further details of this conversation and the store manager's comment about it being a common misunderstanding does not constitute acceptance that incorrect information was given. The written information provided would have made the scope of coverage clear to Mr V.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website