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recently lost my phone paid full insurance reported to police like i was told to do in shop they put claim through in shop said i had to pay another excess payment of 19.00 and they would replace phone.


Asked if they would give me a new up to date phone they said not they could only replace to the same model lost are they in their rights to do this even if i pay another excess amout.

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I take it this issue is not against Norwich Union?


Every claim will have an excess, unless agreed upon inception or stated otherwise in your policy. You should not pay 2 excesses.


With regard to the replacement phone, an Insurance Company will always offer you the same item back, if available. You can discuss with them to put the money towards an upgrade. They will not provide you with betterment.


Hope this helps!

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