Thank you for your review, we genuinely appreciate all feedback, however, we're really disappointed that you've not represented the true facts.
You purchased a policy following an WhatsApp business messaging exchange regarding the proof of purchase for your device because the device had been provided to you following a previous claim with another Insurer. You advised during that messaging conversation that your device was new. We stated that the proof was acceptable and you could go ahead and purchase insurance, you then however advised that the proof of purchase had the incorrect IMEI number on it so we asked you to obtain proof with the correct IMEI number on it.
Despite us waiting for your confirmed proof you went ahead and purchased the policy. The very next morning, some 12 minutes after sending us the final copy of your proof of purchase you registered an accidental damage claim stating you'd just damaged your device. Upon quick investigation it appeared that your phone was indeed not new and was refurbished and as such was not covered under the product that you had purchased which was clearly advised throughout the purchasing journey, our legal statement, the insurance product information and the terms and conditions.
Had you advised us that your device was refurbished then we would have advised you to purchase our Ultimate or Premium products which would have provided you with cover. That said, owing to the fact that your claim was only 12 minutes after we confirmed your proof of purchase was acceptable this would have been thoroughly investigated by our claims team, particularly considering you'd received your replacement device on 25th March 2020 from your previous Insurer and only insured it nearly 3 months later and 1 day prior to a new claim.
Our cancellation terms are indeed within our terms of business and they do state that all cancellations are subject to a cancellation administration fee, however, we only apply fees when we've applied additional administration effort, however, despite the circumstances we waived this fee for you.
We're a good bunch here at NextGen and we provide exemplary service most of the time but on occasion things do sometimes go wrong, however, when they do we do everything within our power to get them right. On this occasion we were provided with incorrect information from you and we cannot be held responsible for that I'm afraid.
Thanks,
Team NextGen
