Proof of Purchase for insurance claim

[conniem67]

My phone was stolen recently while I was on holiday. I had taken out gadget insurance along with my travel insurance and so thought it would be fairly easy to make a claim.
My insurance company insist taht I provide them with a proof of purchase that shows the cost of the phone at the time of purchase - which was in May 2023.
I've asked Three to provide this around 5 times and each time I get the Proof of Barring letter and then the case is marked as closed.
I'm at my wits end - I can't claim my insurance without this letter - can anyone help?

[JonathanB]

Hi @conniem67,

I'm sorry to hear that your phone was recently stolen, and that this has been so difficult to obtain the documentation to help with your insurance claim. The proof of usage and barring document is a template document that is produced specifically to provide insurers with info for claims, so that's odd that this wouldn't be acceptable.

Was your phone supplied directly by Three as part of a Pay Monthly agreement?

Thanks,
Jonathan

[conniem67]

Hi Jonathan, it was and that is the main problem I think. I've escalated the issue to complaints and they are trying to find a solution. Thanks for your response though

[JonathanB]

Hi @conniem67,

Thanks for the further info. I suspect the team is getting confused by our process for assisting with customer insurance claims then. We certainly can issue a proof of purchase document as well as the proof of usage/barring mentioned before, although it's not normally used in the context of insurance.

I'll trust that the complaints team are working on getting this on track, but please let me know if this still isn't sorted out in the next couple of days.

Thanks,
Jonathan