CARROLLTON, TEXAS -- When I bought my cell phone, I decided that insurance for the phone would be a good idea. Now, in my mind, insurance usually means, I don't have to be Extra careful. It means, that mistakes are allowed and accidents can happen, and the insurance company will help me take care of them. On May 1, 2001 I went to visit someone. I parked my car in the driveway in the person's alley, and went inside. Unfortunately, I left my cell phone in the car. It was a hot summer day, and absent-mindedly, I left my window down as well. So, while I was inside, the person I was visiting, got a phone call from my cell phone. Now, when they told me, I realized something fishy was going on, since my cell phone was in the car. So, I ran out to my car to check, and found that my cell phone was missing. It was gone, just like that. I had only been inside for a few minutes. So, immediately, I called the insurance company and told it what happened. It told me I needed to get a police report before they took any action. So, I called the police, and got a report. I called the insurance company again and let it know, and checked up on the status of my case. Repeatedly, over and over, I called the insurance company wanting to know what they were doing about the situation. In the beginning, they gave me the run around-they put me on hold constantly, they switched the phone from one person to another, and used other tactics to get me off their back. Finally, after several weeks of phone calls, they decide to tell me that they aren't going to do anything about it and that I can't get a replacement phone. The reason they gave me was that I was should not have left the windows down, so as a result of my 'carelessness' they will not do anything to take care of the problem. In my opinion, this is an outrage. An insurance company exists so that the person has backup when faced with a problem. Unfortunately, in this situation, I had to insure myself first, then turn to the insurance. If I knew I had to always be extra careful, and not have my cell phone stolen, why would I get insurance? There would be no use for it. To call this an insurance company, and not provide the customer with any insurance, is False Advertising.
To help keep me as a potential future customer, I would like the following:
I would like to know that as an insurance company, you will do your job as you are supposed to. When something like this happens, I expect that I am not held responsible for it. As a result, I am entitled, to a free replacement for my cell phone of equal value.
At the very least I would like a response from your company regarding this incident.