Brought insurance after a very good sales pitch instore at the carphone warehouse. After 3 months the phone was stolen.Contacted the police, barred the phone and contacted the insurance company all in the same afternoon. This was on the 03.07.10. I was told on the phone they needed to liase with police and phone company and I would recieve a replacement /further information within 48 hours - 5 days later...CLAIM DENIED... within the letter it claimed that they had contacted phone company and they had said that I had 'not' barred phone within stated time. I contacted phone company they were surprised as they had not had any contact from 'Geek Squad' but on their records had noted that a thrid party who wouldn't identfiy themselves had attempted to gain my account information. I asked them to write so that I could argue the findings of their investigation. Sent the them proof and a letter of complaint - received nothing - e-mailed them again near the end of the month - asking for management to deal with my claim as I was really unhappy at the lack of contact and action. Was told that it had been agreed (apprantly they said they sent a letter out on the 23.07.10 - never received) and I had to pay £20 for the privilege of getting the phone!Due to their error I asked them to consider the fact that I was on contract and been without a phone for a month and I asked that they consider paying for the months contract and waiver the £20 fee. Not heard a dickie bird - they have awful customer service and real flaws in the way the complete their claims. I would not recommed this company to anyone - customer service can make or break a company! This one is a non-starter!!!