Hello. Can anyone help please.My Mobile has been stolen, and my insurance company want proof of purchase. Problem is the mobile was a gift from a good friend and unfortunately has now lost the receipt. I use a Virgin Sim in this phone.
My insurance company has stated that they will accept Proof of use / Proof of Barring or a letter from Virgin that they cannot supply any of the information that is required.
Customer service states that they cannot send any proof of my phone being blocked following it being stolen,
My understanding is that your insurance company need a document showing that the phone (identified by its IMEI) has been in use.
This is to stop people buying a knackered handset on ebay, insuring it, waiting a few weeks, then claiming on the insurance.
Virgin don't know the IMEI of your handset as they didn't supply it.
Even if the IMEI is passed around digitally as part of the call initiation procedure, Virgin won't know that as they just bill you for the calls - it's EE that own the masts and the capacity.
Virgin should be able to provide a letter telling your insurance company that the IMEI isn't available to them. Don't be surprised to find that in a short time, customers of MVNOs like Virgin and Tesco will be unable to get third-party insurance because the scam I described above will be able to be used with such a letter.
Hi Rich_B , I have the same problem. My phone was stolen and i filled the sim and phone blocking form online early in morning becoz call center was shut at that time. When i informed insurance company they are asking for proof of barring. I contacted with CS, they said we can't give you confirmation as you didn't buy phone from us and try to contact the apple store where you bought the phone. Could you please help me in this regard? Thanks
Thanks for you post on the Forum, I'm sorry to hear that your mobile has been stolen. Apologies as well for the delay in getting back to you.
I can request this information for you, but I'm not able to access your details. I'll send you a private message requesting further details. Just check the envelope icon at the top right of this page.
Alternatively, please give us a call on 789 (Freephone from a Virgin Mobile) or 0345 6000 789 (from any other phone) or 150 (free from a Virgin Media landline). You can also get in touch with us via WebChat: Contact Us, so that we can arrange to send you the required information you need.
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I have had this same issue I have been with virgin on a sim only contract for a year and a half. I had the same issue when my last handset was stolen last year and they told me in order for them to be able to block my imei for insurance purposes I had to add it to my account and it would take at least 14 days before it can be blocked. So best assured when I bought my new phone I made sure to do so.
Unfortunately my phone was stolen a month and a half ago. I called virgin immediately and asked for the SIM card and phone imei to be blocked. And to have a new SIM card issued. All was well but this was not the case. I waited a few days as I was told my sim was to be sent by Yodel 24 hour courier (which it hadn't). When I called 4 days later I was told it had not been sent at all and the reason for this was because I had an overdue balance. When I asked why I hadn't been told this in the initial phone call and why the customer representative I had spoken to had lied to me and told me that they had issued the new sim, all I got was an apology (this person was a bit more helpful but not really because this "2nd sim" never arrived!). In this same conversation I asked for the proof of replacement sim and proof of imei blocking and I was told the sim would arrive by Yodel 24 hour again and the proof of blocking would arrive within 10 working days.
So in my head I believed that my sim was going to arrive and I went about my day. I then called AGAIN after the sim never arrived and to jus find out that the proof of imei blocking had been sent to my. (Can we also bare in mind I don't have a phone at this time, and I'm having to borrow my partners phone and all these 0345 calls are going to his bill). I've called 5 times now asking for this proof and I keep getting told that the request is being sent then I'll call 5 days later each time asking where the letter is and I keep getting told that the request has been declined.
At this point I don't even know if I will get this proof of imei blocking and at this rate I will just have to fork out another £719 for an iPhone 7 Plus.
Can someone help me please I need to get my insurance claim finalised and I've been waiting a month and a half.