Extremely disappointing experience with…
Extremely disappointing experience with Taurus Insurance Services regarding a mobile phone insurance claim. My iPhone was lost/stolen while dining at a restaurant. I reported the matter promptly, provided extensive evidence and uploaded more than 20 supporting documents, including proof of ownership, blacklisting confirmation, iCloud details, proof of usage and purchase documentation. Despite this, the claims process became increasingly obstructive, with repeated rounds of questioning that appeared designed to avoid paying the claim rather than fairly assess it. Questions progressed far beyond what would reasonably be required for a straightforward claim, including asking who I was dining with and how many times I stepped outside during the evening. The claim was ultimately rejected on the basis that the phone was allegedly “out of my sight,” despite me never stating this at any stage. In fact, the restaurant was fully glazed and I remained within visual proximity of the table throughout. The decision letter appears to misrepresent the facts provided in order to fit a policy exclusion. The handling of this claim has felt unfair, disproportionate and inconsistent with FCA principles around Treating Customers Fairly. Rather than assessing the claim objectively, the process has felt focused on finding reasons to decline liability. I have now escalated the matter to the Financial Ombudsman Service and am considering further legal action. I would strongly encourage anyone considering mobile phone insurance to review the policy wording and claims handling approach carefully before proceeding.