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[Waiting9]

My phone was forcibly stolen from me this week, reported it to police/insurance/network. It was a 2022 iPhone 14 Pro which has been discontinued as Apple release new devices every year. I paid for it outright from Apple at the time. The equivalent device on sale now would be iPhone 16 Pro which costs the same as I paid for my stolen phone.

My insurance has offered 3 remedies:

1. a replacement phone of the same model, however as this phone is no longer available, it will be refurbished/second hand(!)
2. a “cash” remedy, they haven’t said how much yet but it seems they’re not going to give me what I paid for the phone
3. a currys gift card of higher value than the cash remedy

this is my first ever insurance claim, AIBU to think none of these remedies are suitable? If they give me the value I paid in cash, I’d be fine with it, but it seems they’re trying to fob me off with the second-hand value. I don’t think a second hand phone is a equivalent remedy to my stolen phone. Also Currys has poor customer service/high prices/shorter guarantee than John Lewis etc, I don’t understand why the remedy offered is higher via Currys. Surely they should decide on a value and keep it consistent. Instead it feels like the appropriate remedy may only be offered via a Curry’s gift card.

Hi everyone, just thought I’d update in case anyone is interested. I’m happy with the remedy my insurance has offered, it’s much higher than I thought after you all set my expectations!

They’ve offered a replacement that is an upgrade (ie latest model) or the majority of the price I paid initially in cash. The curry’s voucher isn’t that much higher. But I’m now conflicted as to which one to go for!

That's great news @Waiting9
At least you've got positive choices now rather than what you expected 😁

I am an insurer by trade. Where a new exact replacement is not available then the insurer does have some degree of leeway on how it approaches the replacement. They will however be keen to avoid a complaint to the Financial Ombudsman so you do have some bargaining power. Do you know what it is you would like to happen and what model you would now want? If you do I would ring up and ask for it noting that you think not receiving the nearest like for like is not acceptable and you will complain if it does not happen.