Formal Complaint Regarding Declined Claim – Longstanding Policyholder

I am writing to formally raise a complaint against 24Hour Mobility Cellphone Insurance regarding the handling of my recent cellphone insurance claim. After my phone accidentally fell and switched off, it became completely unresponsive—even when I attempted to charge it. I submitted a claim, which was approved, and I paid the required excess as instructed. A courier was arranged to collect the phone, but the collection process was frustratingly delayed and even cancelled at one point, only reinstated after repeated follow-ups.

When I removed the cellphone pouch to package the phone for collection, I noticed that the back of the phone was slightly open. I had not observed this before, and I did not tamper with the device in any way.

Today, I was contacted and informed that my claim has now been declined following an assessment by the repairer. The reason provided was that the phone had previously been tampered with or repaired elsewhere. I must strongly dispute this. I have never taken the phone for repairs outside of their authorised channels. I have always re**** on my insurance cover, for which I pay monthly premiums, to handle such incidents.

Furthermore, this particular phone was a replacement provided by them following a previous claim for a lost device. If there is any evidence of tampering, it would have occurred before the phone was issued to me. I have been a loyal client for over 10 years, with a clean claims history that clearly shows I report and resolve all device issues through their services.

What is most concerning is the reversal of an already approved claim. After receiving confirmation and paying the excess, I reasonably expected the process to proceed smoothly. It is deeply unfair and confusing to be told the claim is now declined after fulfilling all the required steps. I would appreciate clarity on how such a reversal is justified, especially when no new information was introduced from my side.

This experience has left me deeply disappointed. I trusted them to provide reliable support during unforeseen events, and I feel let down by the reversal of an approved claim based on inaccurate assumptions.

I kindly request that this matter be thoroughly reviewed and reconsidered. I am happy to provide any further information required to support my case.

I look forward to prompt response.