Cancel mobile phone insurance letter

More information about Mobile Insurance. Got a question? Check the Mobile Insurance FAQs.

To make a claim, call 0800 MOBINS (0800 662 467 ) Monday to Friday, 8am to 5.30pm. They may decide to repair or replace it with the same or similar model.

If you device is lost or stolen, let us know and we'll add toll bars to stop chargable calls being made.

Spark handles mobile insurance claims through AON New Zealand. They will verify coverage and if the premiums are current, and as such can be given any details on the account, as per Spark's Mobile Insurance Policy. A password does not need to be quoted if there is one on the account.

If the claim is in order, details will be collected / recorded. After a review you will be advised if the claim has been accepted or rejected.

  • Accepted claims will be assigned a claim number and you will be directed to where you can get your replacement
  • Should your claim be rejected you will receive a phone call expaining why

It is our aim to ensure that any enquiries you have regarding your mobile insurance are dealt with in an efficient and effective manner. It is important to us that the quality of service you receive is of a consistently high standard. If you are unhappy with the service we have provided, or you feel we have not satisfied your query, we would appreciate hearing from you so we can address your concerns.

  • Complaints can be made via our free phone line 0800 MOB INS (0800 662 467 ), or in writing either via email or letter to the Manager within 10 working days where possible of the date of the event giving rise to the complaint. Contact details are [email protected] or Teleco Insurance (NZ), PO Box 2845, Wellington .
  • We will try to resolve your complaint via phone in the first instance. However, if your complaint requires further investigation, within 5 working days of receiving your complaint you will be sent a written acknowledgment that your complaint has been received with an estimate of how long it will take for your complaint to be addressed. You may be contacted for further information during this time should more detail be required.
  • Should further information have been requested the complaint will be responded to within 15 working days of obtaining this further information
  • If you wish to contest the formal response provided to you at this time we would encourage you to contact us once again to discuss this matter further. If we believe it is unlikely this complaint will be resolved we will advise of this in writing and provide you with details of the Financial Dispute Resolution scheme (www.fdr.org) (an independent dispute resolution scheme for the NZ financial industry). This is a free and independent service where you can raise your complaint.

The Financial Dispute Resolution Scheme sets out the rights of customers and obligations of scheme members, regarding the handling of disputes, or complaints that have not been resolved through the members' usual complaints process. Scheme members agree to be bound by the terms of the Scheme and Rules, and only customers of Scheme members can lodge disputes with the Financial Dispute Resolution Scheme.

As Teleco Insurance (NZ) Limited is a member of the scheme, if you have raised a complaint with us and we are unable to resolve your complaint you will then have the opportunity to take your case to the Financial Dispute Resolution scheme.

Call us on 0800 MOBINS (0800 662 467 ) Monday to Friday, 8am to 5.30pm.

  • Company name
  • Requestor's name
  • Mobile number(s)
  • Signature

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