The Scottish Mail on Sunday

I have insurance so why did I have to pay £170 to fix my shattered Virgin mobile?

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J.C. writes: My Virgin Mobile phone screen shattered and I needed it replaced through my insurance. Virgin Mobile insisted I had insurance, but Virgin Insurance insisted I had none. I have been to and fro between them half a dozen times, but now I have had to have my phone repaired privately for £170. THIS was a case of Virgin’s left hand not knowing what the right hand was doing.

At the heart of the problem is that you did have Virgin cover – but for a different phone.

Virgin told me: ‘We are sorry for the confusion Mr C experience­d when trying to find out if his mobile phone was insured.

‘Unfortunat­ely, his handset is not covered by an existing insurance policy he had purchased for another phone.

‘We have apologised for the inconsiste­nt informatio­n he received and have offered him a £50 gesture of goodwill which he has accepted.’

A good common sense outcome.

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