Hello all, Wanted to share my experience with what has just happened and to see if anyone else out there has had the same issue. Ok to begin with i recently upgraded to the new apple iphone 5s on a renewal to a 12 month contract. Alongside paying £350 upfront for the handset we decided to have the insurance added at an additional £12.99 plus a new line rental charge of £43 per month therefore a total monthly payment of £55.99. Unfortunately i had lost my iphone on the 8th of November and proceeded to inform vodafone of my mishap. I advised the CS advisor that i will trace the handest on find my iphone and trace all steps on the 8th Novemeber before filing a claim. I was unable to locate the handset and proceeded to call vodafone the very next day on the 9th November only to be told that you are entitled to make a claim by the "vodafone CS" advisor however when he transferred me to "vodafone insurance" advisor he proceeded to tell me that i am not entitled to make a claim because the insurance has been put on your account when it should not have been put on your account by vodafail sales/upgrade team. The insurance advisor stated vodafone have accidently put on the insurance to which i responded with i requested for the insurance as i dont have it elsewhere. I told them i have paid the insurance premiums on my bills and have this as evidence. The insurance advisor stated we cannot process as vodafone have now cancelled your insurance and said you will be provided a refund for the insurance premiums i have paid for. I went back to Vodafone CS and asked what is going on and they said we have cancelled your insurance and a refund will be provided on your next bill. They explained as to the reasons why it was cancelled was due to the fact i made a claim in May 2013 and lost my handset on a night out as i distinctively remember and after this incident when having replaced my handset they allegedly wrote to me stating they are cancelling my insurance. Never recieved any correspondance in regards to this yet was still paying £12.99 for insurance for my old iphone. Now when i upgraded i asked for the insurance to continue and coincidentally i told them I lost my handset on the 8th and they cancelled my insurance on the 9th. Loooking at my december bill i can see the refunds applied for £12.99 x2 but i can no way pay £709 for new iphone myself. I had taken the insurance for that specific reason to cover me against loss/theft etc and i feel they are taking the Michael, so im ready to pursue. I have wrote a letter before action and this was sent via special delivery and recieved by Vodafail on 28/11/13. Has anyone had the same issue or a similar problem with VODAFAIL please advise me as to how i face them head on? Regards