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Thank you for your feedback - we appreciate all feedback because it gives us the opportunity to see if there's anything that we can do to improve the service that we provide and the products that we offer. I've looked into your case and can see, unfortunately, that we were unable to honour your claim which you registered shortly after your policy inception because you'd purchased your device on eBay, secondhand, at a reduced price and the insurance product that you selected does require all devices to be purchased as new or refurbished from a network provider or manufacturer. We do state this clearly in the purchasing journey (in one sentence) which you agreed to and it is stated clearly within the terms and conditions of the policy. We're here to pay claims at the moment we're most needed, however, we do rely on all customers to read the short detail on acceptability prior to purchasing insurance. Thanks, Team NextGen