Proof of blacklisting for insurance claim

[janey55]

Please can someone help me!

I called your team last week on Friday to tell you that my daughters had been stolen. Whilst the agent was ordering a new SIM that they could blacklist a 3rd party device. I called a short while after to obtain proof of this along with proof of usage and proof that the SIM was replaced. I have called several times and been told in at least 2 occasions that it could be done and had been requested. I was advised to call if I did not receive the required documentation today. I call and I am told that this cannot be done. Even after speaking with Customer Relations. I cannot claim on the insurance without this and the device cost nearly £700! My daughter is 13 years old without a phone which is a safety issue!

I have seen many threads where proof of blacklisting has been provided to customers very recently via post on letter-headed paper. Please please please can someone sort this for me, I can’t afford to go out and buy another iPhone outright!  I also need proof of usage and proof that the SIM was blocked & replaced. All on the same letter would be amazing but separate if needed!

Regards,

Jane 

[Zach_R]

Hi @janey55,

Thank you for your post. I am very sorry to hear of this experience of the handset being stolen. I can see you reached out to us about this earlier this week and my colleague responded, but we didn't hear back from you.

Regarding your request, I'm afraid that it's not possible for us to provide proof of usage of a handset, especially if the handset in question was purchased from a third party and not ourselves.

I'd recommend reaching back out to your insurance provider, clarifying if they can proceed with the claim without this and - if they can - what information they require exactly and we can go from there. It's possible that they may want something else in place of proof of usage of the handset. When you find out, let us know and we can advise from there if this is something that we can provide for you and how.

Thanks,
 

[janey55]

Hi there,

Thank you for your response. Proof of usage is not the only thing that I need, they have requested proof of the device being blacklisted too as well as evidence that the SIM was barred and replaced.

I have had the worst experience with Virgin Mobile over this last week (not including you), being hung up on, lied to, conflicting information, failed promises and callbacks, it goes on.

On other threads, customers have been helped with this. I just don’t get why it is so hard! All I need is a letter stating that the device in question had been blacklisted by Virgin mobile with the device details, date and time.l, can this please be provided? 

[Zach_R]

Hi @janey55,

I understand that they have requested other things to process your claim. However, if a requirement is also to provide proof of usage - something that I'm afraid we cannot provide - then they still would not process this even if all of the other requested information has been given to them.

This is why I'm suggesting that you contact your insurance provider, find out if they would process a claim without it, and if so do they need anything else in lieu of the proof of usage. We can then confirm if we can get for you whatever that other requirement is. If they state that they're happy to accept just the evidence of the handset being blacklisted and of the lost SIM card being barred and replaced then we can go from there.

However, I'll send you a private message in a few moments. Please respond to this at your earliest convenience and I'll do what I can to get the information that you need.

Thanks,
 

[janey55]

Hi there,

Thanks for your response. I will contact them to see where I stand. Many thanks. 

[kholeka1502]

Please help with proof of barring/ blacklisting in an official virgin media document, the email I received from virgin media has been rejected by Barclays insurance.

[Zach_R]

Hi @kholeka1502,

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that your provider rejected your claim recently. Can you please clarify why they said they wouldn't accept the claim? Did they specify what information they need that is missing that wasn't provided?

Thanks,
 

[kholeka1502]

Hi @Zach

They require the proof of barring to be in a letterhead or similar to the bill document showing the virgin media logo. This is the response i received after i forwarded the email sent to me by MobileLostandStolen@virginmedia.co.uk, the email was plain text.

• The proof of barring provided is incomplete and does not contain all of the required information.
• **PER AP** Letter headed paper required

[Zach_R]

Hi @kholeka1502,

Thank you for expanding on this. I'm going to send you a private message in a moment so that we can investigate and assist you further with this. Please respond to this at your earliest convenience and we can go from there.

Thanks,
 

[Zach_R]

Hi @kholeka1502,

Thank you for getting back to us via private message so we could look into this for you. As we've discussed there, the information you've been looking for and requesting is on its way.

Please let us know if there's anything more we can assist you with.

Thanks,