Guides › Insurance Claims and Complaints › Mobile Phone Insurance Claim Refused
Mobile Phone Insurance Claim Refused
Common mobile phone insurance complaints are refused claims, mis-selling and replacements that are refurbished rather than new. A cash settlement is generally the cost of replacing the phone with one of the same age and condition. Complain to the insurer, then the Financial Ombudsman.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Gadget Insurance Claims
What the Ombudsman Looks At
Complaints include that the policy was mis-sold, the insurer refused to pay, or the replacement is refurbished not new. Policies don't always cover a manufacturer repair; a cash settlement is generally the cost of replacing the item with one of the same age and condition. If mis-sold, the seller normally refunds premiums with interest. It may award compensation for distress or inconvenience. source
Complaining
Complain to the Insurer First
You should first complain formally to the insurer. A business has 8 weeks to consider most complaints. If you have no final response within 8 weeks, or you are unhappy with it, you can refer the complaint to the Financial Ombudsman Service. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksInsurer's time to give a final response to a complaint8 weeks for most complaints
- 6 monthsRefer a complaint to the Financial Ombudsman ServiceWithin 6 months of the date on the insurer's final response
Steps to Take
Step 1 of 4
Ask for the refusal reason and the policy wording relied on.
Step 2 of 4
Send proof you owned the phone and any police report.
Step 3 of 4
Complain in writing. We do not take insurance or banking complaints as cases, but our free letter templates can help you write to the firm.
Step 4 of 4
After 8 weeks, or a final response, go to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Insurer's Complaints Team
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
Good to Know
Small things that make your complaint stronger.
Check whether your bank account or home insurance already covers your phone.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/mobile-phone-gadget-insurance Checked 13 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026