SFR SPB insurance issue
Solved/Closed
bennyd09
-
Kostoglotov -
Kostoglotov -
Hello, I have a huge problem with SPB insurance. I took out an insurance policy with SFR when I purchased my iPhone 3GS in early July 2009. On January 21, 2010, I was bumped into in the street, my phone fell and broke. I contacted SPB to report the incident and sent them the phone. My phone was returned to me on February 8, supposedly repaired; however, they only changed the screen glass, and the phone still had trouble picking up the speaker and wasn't working properly.
I got back in touch with them and sent the phone back on February 15.
It's now April 11, 2010, and every call I've made has been useless; no one is able to give me any information. Two weeks ago, my SFR store contacted SPB insurance to explain the situation. Following that, I received a phone call from them saying that after multiple tests, my phone was found to be in perfect working condition and that they would return it to me, but 15 days have passed, and I still haven't heard anything.
Can anyone help me because I don't know what to do anymore??
Thank you.
I got back in touch with them and sent the phone back on February 15.
It's now April 11, 2010, and every call I've made has been useless; no one is able to give me any information. Two weeks ago, my SFR store contacted SPB insurance to explain the situation. Following that, I received a phone call from them saying that after multiple tests, my phone was found to be in perfect working condition and that they would return it to me, but 15 days have passed, and I still haven't heard anything.
Can anyone help me because I don't know what to do anymore??
Thank you.
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I had my iPhone 4 stolen and the SPB is trying every way to delay the reimbursement for my phone. The police station gave me a receipt for my complaint and a complaint letter, but they refuse these documents because they supposedly have no legal value. I strongly advise against this insurance; they are thieves!!! I am looking for the address of a consumer association that can help me file a complaint against them. Thank you for your help.
Hello
Read their contract carefully; whatever happens, there are always exclusions to the coverage and in the end you won't be reimbursed. Their contract is well protected.
Here is my case:
iPhone 4 purchased on 05/28/2011 (three weeks ago) and yesterday I discovered a crack on the glass back cover.
Response from SPB: "You don’t know how it happened, so it’s not a claim to report."
So I tell myself that I should have studied insurance before calling them...
Read their contract carefully; whatever happens, there are always exclusions to the coverage and in the end you won't be reimbursed. Their contract is well protected.
Here is my case:
iPhone 4 purchased on 05/28/2011 (three weeks ago) and yesterday I discovered a crack on the glass back cover.
Response from SPB: "You don’t know how it happened, so it’s not a claim to report."
So I tell myself that I should have studied insurance before calling them...
null insurance but totally null!! I strongly advise against it; there are too many clauses that prevent you from getting your phone accepted for coverage!! My phone broke a while ago, and due to lack of time, I didn't contact them immediately, and now I call them, and they tell me that the deadline has passed! Meanwhile, I've been paying them for a year! I canceled on the spot!!!
In this case, the exclusion clause: "you do not know how it happened so it is not a claim to report" does not exist. But in any case, all the exclusion clauses in the information notice are null and void because this information notice is not considered, either as a contract, or as an annex to the contract, or as an amendment to the contract, and does not constitute a different interpretation of the very object of the contract, which is primarily the insurance of a product for glass breakage and/or theft identified or not. The description of the circumstances under which a glass is broken or cracked is not mandatory and does not constitute, in contractual terms, a sufficient interpretation of the facts to derive a legitimacy of exclusion. The object of the contract must apply regardless of the circumstances related to the complete or partial deterioration of the insured product. Compensation equivalent to the total amount paid to purchase the insured product may be awarded to the complainant who owns the insured product, in the event the insurer refuses to fulfill the object of its contractual engagement by arguing exclusion clauses that are in fact outside the contract since they are provided by a "informative notice" that is not contractual.
To assert your rights:
Here is the procedure for filing a complaint:
PROCEDURE:
We are all in dispute with this brokerage company and we all share the same experience of total denial of our signed contracts with this company.
Having contacted the ACPR: The Prudential Control and Resolution Authority - ACPR - is the French supervisory body for banking and insurance.
I am in contact with Ms. GAY-CROZIER at the ACPR who is following the case of the victims of SPB
I invite all of you to contact her by email at: info-clientele[@]acpr.banque-france.fr and share your experience by providing your testimonies and complete contact information.
You can also send a copy of your complaint to:
NEARBY COURT OF PARIS 15TH
Reference RG - 91-14-000334
154, rue Lecourbe
75015 PARIS
We must be tenacious and not give up our rights in the face of organized abuses by SPB.
PROCEDURE (continued)
You must take action against them to have a chance of gaining your case.
Do not waste time with robotic messages and/or people (Laure, Nathalie, etc., etc., etc...) from SPB claiming to act "to help you resolve your problem..." who then invite you to contact their customer service and/or complaints department, this maneuver serves to buy time for them and to waste your time in order to discourage you from pursuing legal action.
Procedure:
First, you must file a complaint with the clerk of the local court near your home. Do not let yourself be directed to a house of law and justice. Insist on filling out a complaint on site at the court. Remember to bring your supporting letters and all necessary documents to establish the facts and the harm suffered. You must provide one set of these documents for the complaint filing and one set for the opposing party's lawyers when they will need to handle the case on the order of the local court.
You do not have to spend anything; it is an attempt at conciliation where you will present your grievances against SPB. A decision will then be made on the validity of your statements, whether or not the conciliator accepts them.
This procedure is free and does not require that you necessarily have a lawyer.
However, this does not mean that it is "winnable," even if we are clearly facing a well-organized mass scam.
You will receive a summons to the court some time later for an attempt at conciliation with the opposing party, unless there is a postponement of the hearing.
This step is important initially to set things and give yourself a chance to stop there in case of success.
If conciliation does not result in an agreement between you and the opposing party, then you will need to go all the way to judgment. The judgment hearing will then be notified to you in your summons for the first conciliation hearing.
Furthermore, I propose that we stay in touch in case of failure because I see that we are many victims of SPB's abusive commercial practices. We need to come together and unite as victims of SPB and defend our common interests.
Write to allensemblecontrespb[@]gmail.com
Sincerely
To assert your rights:
Here is the procedure for filing a complaint:
PROCEDURE:
We are all in dispute with this brokerage company and we all share the same experience of total denial of our signed contracts with this company.
Having contacted the ACPR: The Prudential Control and Resolution Authority - ACPR - is the French supervisory body for banking and insurance.
I am in contact with Ms. GAY-CROZIER at the ACPR who is following the case of the victims of SPB
I invite all of you to contact her by email at: info-clientele[@]acpr.banque-france.fr and share your experience by providing your testimonies and complete contact information.
You can also send a copy of your complaint to:
NEARBY COURT OF PARIS 15TH
Reference RG - 91-14-000334
154, rue Lecourbe
75015 PARIS
We must be tenacious and not give up our rights in the face of organized abuses by SPB.
PROCEDURE (continued)
You must take action against them to have a chance of gaining your case.
Do not waste time with robotic messages and/or people (Laure, Nathalie, etc., etc., etc...) from SPB claiming to act "to help you resolve your problem..." who then invite you to contact their customer service and/or complaints department, this maneuver serves to buy time for them and to waste your time in order to discourage you from pursuing legal action.
Procedure:
First, you must file a complaint with the clerk of the local court near your home. Do not let yourself be directed to a house of law and justice. Insist on filling out a complaint on site at the court. Remember to bring your supporting letters and all necessary documents to establish the facts and the harm suffered. You must provide one set of these documents for the complaint filing and one set for the opposing party's lawyers when they will need to handle the case on the order of the local court.
You do not have to spend anything; it is an attempt at conciliation where you will present your grievances against SPB. A decision will then be made on the validity of your statements, whether or not the conciliator accepts them.
This procedure is free and does not require that you necessarily have a lawyer.
However, this does not mean that it is "winnable," even if we are clearly facing a well-organized mass scam.
You will receive a summons to the court some time later for an attempt at conciliation with the opposing party, unless there is a postponement of the hearing.
This step is important initially to set things and give yourself a chance to stop there in case of success.
If conciliation does not result in an agreement between you and the opposing party, then you will need to go all the way to judgment. The judgment hearing will then be notified to you in your summons for the first conciliation hearing.
Furthermore, I propose that we stay in touch in case of failure because I see that we are many victims of SPB's abusive commercial practices. We need to come together and unite as victims of SPB and defend our common interests.
Write to allensemblecontrespb[@]gmail.com
Sincerely
Hello, I accidentally dropped my phone yesterday, a Samsung Galaxy S5, and I broke it; the phone is on, but the screen is black, and there are visible cracks on the glass. My problem is that I don't know if this is covered by insurance since I dropped it unintentionally, and I know from experience that you need to say the right thing for the phone to be covered. Since I can't be without a phone, I'm reaching out to you before calling the insurance.
Best regards
Best regards
Hello everyone,
BE CAREFUL, read the contract carefully before subscribing with SPB because when you have an issue with your phone, you have to hang on to get it repaired...
Also, remember to cancel the insurance when you change operators because they won't hesitate to continue the deductions even though you are no longer insured, and all of this without notifying you, of course.
In short, one piece of advice: get a warranty from the manufacturer!!! Apple, etc...
BE CAREFUL, read the contract carefully before subscribing with SPB because when you have an issue with your phone, you have to hang on to get it repaired...
Also, remember to cancel the insurance when you change operators because they won't hesitate to continue the deductions even though you are no longer insured, and all of this without notifying you, of course.
In short, one piece of advice: get a warranty from the manufacturer!!! Apple, etc...
I had taken out a breakage insurance for my daughter's VTech tablet, which broke when it fell, and the insurance fully reimbursed me for the purchase price of the device from SPB. I had no problems with them; the handling was quick and the reimbursement was fast too!
Now I’ve smashed my tablet after landing on one of my daughter's toys. We’ll see if they’re still just as efficient; stay tuned for the next episode, lol :)
Now I’ve smashed my tablet after landing on one of my daughter's toys. We’ll see if they’re still just as efficient; stay tuned for the next episode, lol :)
Hello Cecilia and Eggie,
I have received your message. To forward your case to our claims department for re-evaluation, I invite you to fill out the form below, specifying in the subject of your request:
-your username
-the name of the forum where you posted your message
Link to the form: http://www.spb-assurance.fr/contact/formulaire-de-reclamation-en-ligne
I remain at your service,
Nathalie for SPB
I have received your message. To forward your case to our claims department for re-evaluation, I invite you to fill out the form below, specifying in the subject of your request:
-your username
-the name of the forum where you posted your message
Link to the form: http://www.spb-assurance.fr/contact/formulaire-de-reclamation-en-ligne
I remain at your service,
Nathalie for SPB
I took out the Confort Plus SPB SFR insurance in 2006, which costs me €5.5 per month. I have never claimed it until a week ago following the theft of my phone. To my astonishment, SPB SFR refuses to cover this incident on the grounds that it was a pickpocketing incident, even though it has been covered under the Confort Plus option since at least 2009... I have therefore been paying for several years for an insurance policy "Confort Plus" without benefiting from its guarantees! It’s worth noting that even SPB's less expensive insurance (Essentiel Plus) covers the same pickpocket incident... All the information provided by SFR in-store and online confirms that pickpocketing is covered by the Confort Plus option (see information notices and brochures in-store). So it has been 8 years that I have been renewing an insurance policy that ultimately does not uphold its commitments communicated in-store and online. Who should I pursue: SFR for false advertising or SPB for breach of contract? A message to SFR SPB subscribers with old contracts: be sure to cancel your subscription as soon as possible to avoid such disappointment. For others, try to find an insurer with a little more ethics...
I didn't have any problems with this insurance. My iPhone 4 fell, the sound stopped working and the button wasn’t really working well, I sent it last Monday and this morning I received a brand new iPhone! Honestly awesome!
I would add zeros to a hundred thousand like this: 1000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000 and I'm still being nice.
Hello Emilie1711,
I acknowledge your dissatisfaction and regret the difficulties you are experiencing.
To forward your case to our claims department for further review, could you please provide me with the following information via private message at serviceclient@spb.eu:
- your first and last name
- your contact details
- your insurance contract number and/or file number
- your username
I remain at your service,
Nathalie for SPB
For more information, please visit the Assured space: www.spb.fr
I acknowledge your dissatisfaction and regret the difficulties you are experiencing.
To forward your case to our claims department for further review, could you please provide me with the following information via private message at serviceclient@spb.eu:
- your first and last name
- your contact details
- your insurance contract number and/or file number
- your username
I remain at your service,
Nathalie for SPB
For more information, please visit the Assured space: www.spb.fr
It's just smoke and mirrors, your request to the client to find an agreement. Just as the client with whom everything went perfectly. I am disappointed, angry, because you didn't even try to open a PC that I sent you.
Just remember one thing, there are so many people who get scammed by you because of this so-called insurance that when the truth comes to light, and the media pick it up, we'll see who laughs last, just like you did to me on the phone...
Just remember one thing, there are so many people who get scammed by you because of this so-called insurance that when the truth comes to light, and the media pick it up, we'll see who laughs last, just like you did to me on the phone...
Hello Mobilmap,
This is not a request to reach an agreement but a proposal to reevaluate the file of a dissatisfied policyholder. You also seem unhappy with our services, and I regret that; therefore, I suggest you provide me with your file number so that our claims department can review it.
Best regards,
Laure for SPB
This is not a request to reach an agreement but a proposal to reevaluate the file of a dissatisfied policyholder. You also seem unhappy with our services, and I regret that; therefore, I suggest you provide me with your file number so that our claims department can review it.
Best regards,
Laure for SPB
Following your message posted on the Comment ça marche forum regarding your dispute with SPB.
I myself am a victim of this "company" and I have taken legal action against them. I am waiting for the outcome of the hearing that took place on March 24 at the district court of the 15th arrondissement in Paris.
I encourage all those who are victims of breach of contract and violation of their insured rights by SPB to not give up. Don’t let go. Their strategy of making their victims waste time is well-established and aims to discourage any desire to obtain compensation and justice.
Don’t let them push you around!
Pass this procedure on to others who are also victims of such practices.
Here is the procedure for filing a complaint:
PROCEDURE:
We are all in dispute with this brokerage company and we all share the same experience of total denial of our signed contracts with this company.
Having contacted the ACPR: The Prudential Control and Resolution Authority - ACPR - is the French supervisory body for banking and insurance.
I am in contact with Mrs. GAY-CROZIER at the ACPR who is handling the cases of SPB victims
I invite you all to contact her by email at: info-clientele[@]acpr.banque-france.fr and to share your experience, including your testimonies and full contact details.
You can also attach a copy of your complaint to:
JURISDICTION DE PROXIMITÉ DE PARIS 15EME
Reference RG - 91-14-000334
154, rue Lecourbe
75015 PARIS
We must be persistent and not give up our rights against the organized abuses by SPB.
PROCEDURE (continued)
You need to take action against them to have a chance of winning your case.
Don’t waste time with robotic messages and/or people (Laure, Nathalie, etc.. etc.. etc...) from SPB claiming to act "to help you resolve your issue..." who then invite you to contact their customer service and/or complaints department; this maneuver serves to buy them time and to make you lose hope of pursuing legal action.
Procedure:
First, you need to file a complaint at the registry of the nearest district court. You can also do this at the District Court of the 15th arrondissement of Paris, 154 rue Lecourbe, where a first case against SPB was heard on March 24 (Reference RG - 91-14-000334).
Do not let yourself be directed to a legal and justice house.
Insist on filing a complaint on-site at the court.
Make sure to bring your supporting documents and all necessary materials to establish the facts and the harms suffered. You should prepare a set of these documents for the complaint deposit and one set for the opposing party’s lawyers when they will need to review the case at the order of the district court.
You have nothing to spend; this is an attempt at conciliation where you will present your grievances against SPB. The validity of your statements will be determined afterwards, whether the conciliator accepts them or not.
This procedure is free and does not require you to necessarily hire a lawyer.
However, that does not mean it is "winnable" even though we are clearly facing a well-organized mass trickery.
You will receive a summons to court shortly after for a conciliation attempt with the opposing party, unless there is a postponement of the hearing.
This step is important at first to clarify the situation and give yourself a chance to settle it right there if you win your case.
If the conciliation does not result in an agreement between you and the opposing party, then you must proceed to judgment. The judgment hearing will then be indicated on your summons for the first conciliation hearing.
Furthermore, I suggest we remain in contact in case of failure, as I see that many of us are victims of SPB’s abusive commercial practices. We need to unite and band together as victims of SPB to defend our common interests.
Write to allensemblecontrespb[@]gmail.com
Sincerely
I myself am a victim of this "company" and I have taken legal action against them. I am waiting for the outcome of the hearing that took place on March 24 at the district court of the 15th arrondissement in Paris.
I encourage all those who are victims of breach of contract and violation of their insured rights by SPB to not give up. Don’t let go. Their strategy of making their victims waste time is well-established and aims to discourage any desire to obtain compensation and justice.
Don’t let them push you around!
Pass this procedure on to others who are also victims of such practices.
Here is the procedure for filing a complaint:
PROCEDURE:
We are all in dispute with this brokerage company and we all share the same experience of total denial of our signed contracts with this company.
Having contacted the ACPR: The Prudential Control and Resolution Authority - ACPR - is the French supervisory body for banking and insurance.
I am in contact with Mrs. GAY-CROZIER at the ACPR who is handling the cases of SPB victims
I invite you all to contact her by email at: info-clientele[@]acpr.banque-france.fr and to share your experience, including your testimonies and full contact details.
You can also attach a copy of your complaint to:
JURISDICTION DE PROXIMITÉ DE PARIS 15EME
Reference RG - 91-14-000334
154, rue Lecourbe
75015 PARIS
We must be persistent and not give up our rights against the organized abuses by SPB.
PROCEDURE (continued)
You need to take action against them to have a chance of winning your case.
Don’t waste time with robotic messages and/or people (Laure, Nathalie, etc.. etc.. etc...) from SPB claiming to act "to help you resolve your issue..." who then invite you to contact their customer service and/or complaints department; this maneuver serves to buy them time and to make you lose hope of pursuing legal action.
Procedure:
First, you need to file a complaint at the registry of the nearest district court. You can also do this at the District Court of the 15th arrondissement of Paris, 154 rue Lecourbe, where a first case against SPB was heard on March 24 (Reference RG - 91-14-000334).
Do not let yourself be directed to a legal and justice house.
Insist on filing a complaint on-site at the court.
Make sure to bring your supporting documents and all necessary materials to establish the facts and the harms suffered. You should prepare a set of these documents for the complaint deposit and one set for the opposing party’s lawyers when they will need to review the case at the order of the district court.
You have nothing to spend; this is an attempt at conciliation where you will present your grievances against SPB. The validity of your statements will be determined afterwards, whether the conciliator accepts them or not.
This procedure is free and does not require you to necessarily hire a lawyer.
However, that does not mean it is "winnable" even though we are clearly facing a well-organized mass trickery.
You will receive a summons to court shortly after for a conciliation attempt with the opposing party, unless there is a postponement of the hearing.
This step is important at first to clarify the situation and give yourself a chance to settle it right there if you win your case.
If the conciliation does not result in an agreement between you and the opposing party, then you must proceed to judgment. The judgment hearing will then be indicated on your summons for the first conciliation hearing.
Furthermore, I suggest we remain in contact in case of failure, as I see that many of us are victims of SPB’s abusive commercial practices. We need to unite and band together as victims of SPB to defend our common interests.
Write to allensemblecontrespb[@]gmail.com
Sincerely
Hello
I just read a lot of things on the forums about this insurance and I'm disgusted that I didn't read all this before because I just sent my Samsung Galaxy S6 for repair to them yesterday following a bump I had on Sunday. All your testimonies scare me, what is going to happen? I'm afraid I'll never see my phone again, especially since it's only 3 weeks old and I just signed a 2-year commitment with Orange.
I just read a lot of things on the forums about this insurance and I'm disgusted that I didn't read all this before because I just sent my Samsung Galaxy S6 for repair to them yesterday following a bump I had on Sunday. All your testimonies scare me, what is going to happen? I'm afraid I'll never see my phone again, especially since it's only 3 weeks old and I just signed a 2-year commitment with Orange.
Hello,
We are all in dispute with this brokerage company and we are sharing the same experience of total denial of our signed contracts with this company.
Having contacted the ACPR: Prudential Control and Resolution Authority - ACPR - is the French supervisory body for banking and insurance.
I am in contact with Ms. GAY-CROZIER at the ACPR who is overseeing the case of the victims of SPB.
I invite all of you to contact her by email at: info-clientele@acpr.banque-france.fr and share your experience by providing your testimonies and complete contact information.
You can also attach a copy of your complaint to:
PROXIMITY COURT OF PARIS 15TH
Reference RG - 91-14-000334
154, rue Lecourbe
75015 PARIS
We must be tenacious and not give up our rights against the organized abuses by SPB.
tousensemblecontrespb@gmail.com
We are all in dispute with this brokerage company and we are sharing the same experience of total denial of our signed contracts with this company.
Having contacted the ACPR: Prudential Control and Resolution Authority - ACPR - is the French supervisory body for banking and insurance.
I am in contact with Ms. GAY-CROZIER at the ACPR who is overseeing the case of the victims of SPB.
I invite all of you to contact her by email at: info-clientele@acpr.banque-france.fr and share your experience by providing your testimonies and complete contact information.
You can also attach a copy of your complaint to:
PROXIMITY COURT OF PARIS 15TH
Reference RG - 91-14-000334
154, rue Lecourbe
75015 PARIS
We must be tenacious and not give up our rights against the organized abuses by SPB.
tousensemblecontrespb@gmail.com
Hello,
I bought a Galaxy S6 from SFR in August 2015, where I also took out full coverage insurance...
Two weeks ago, while being bumped into on the street, my phone was ejected and then a car ran over it... I'll let you imagine its state!
I subsequently contacted my insurance and sent them my mobile at my own expense....
However, my mobile insurance SPB just sent me a letter stating that my phone could not be repaired or reimbursed because the serial number is unreadable....
But this serial number (IMEI) is engraved inside every phone.... so it is illogical that they cannot identify it.. Except, of course, if they are being willfully obstructive... which, in my opinion, is the case! I simply don't understand how major telecommunications providers like SFR can make us take out insurance with such fraudulent practices!
To me, this is just a way to buy time... SPB insurance lacks seriousness, and for the amount of my premiums (15€/month), I don't understand how they can treat me like this (I won't say the word)
I therefore await a reassessment of my case....
I bought a Galaxy S6 from SFR in August 2015, where I also took out full coverage insurance...
Two weeks ago, while being bumped into on the street, my phone was ejected and then a car ran over it... I'll let you imagine its state!
I subsequently contacted my insurance and sent them my mobile at my own expense....
However, my mobile insurance SPB just sent me a letter stating that my phone could not be repaired or reimbursed because the serial number is unreadable....
But this serial number (IMEI) is engraved inside every phone.... so it is illogical that they cannot identify it.. Except, of course, if they are being willfully obstructive... which, in my opinion, is the case! I simply don't understand how major telecommunications providers like SFR can make us take out insurance with such fraudulent practices!
To me, this is just a way to buy time... SPB insurance lacks seriousness, and for the amount of my premiums (15€/month), I don't understand how they can treat me like this (I won't say the word)
I therefore await a reassessment of my case....
Does anyone know of a consumer group that goes to court?
I would like to join.
I am making a claim on my insurance for damage after an accident, and now they are telling me that my phone is water-damaged and that it doesn't fall under the terms of the damage contract, despite my efforts to explain to them that it's a case of damage (broken screen), nothing doing. So here we go again, another nice scam.
I would like to join.
I am making a claim on my insurance for damage after an accident, and now they are telling me that my phone is water-damaged and that it doesn't fall under the terms of the damage contract, despite my efforts to explain to them that it's a case of damage (broken screen), nothing doing. So here we go again, another nice scam.
Hello,
We are also facing a big problem with the SPB insurance taken out at the same time as the purchase of a mobile phone from Orange. Our phone was stolen and SPB is asking us for documents that we have already sent by registered letter.
To seek redress, you need to file a claim with the local court, which is free and doesn't require a lawyer. You just need to fill out a form.
Good luck!
We are also facing a big problem with the SPB insurance taken out at the same time as the purchase of a mobile phone from Orange. Our phone was stolen and SPB is asking us for documents that we have already sent by registered letter.
To seek redress, you need to file a claim with the local court, which is free and doesn't require a lawyer. You just need to fill out a form.
Good luck!
Hello Croise752,
I have taken note of your dissatisfaction and regret the difficulty you have reported.
To forward your file to our claims department for review, could you please send me the following information via private message to the address serviceclient@spb.eu:
- your first and last name
- your contact details
- your email address
- your insurance contract number / file number
- your username
I remain at your service,
Nathalie for SPB
For more information, please visit the Insured space: www.spb.fr
I have taken note of your dissatisfaction and regret the difficulty you have reported.
To forward your file to our claims department for review, could you please send me the following information via private message to the address serviceclient@spb.eu:
- your first and last name
- your contact details
- your email address
- your insurance contract number / file number
- your username
I remain at your service,
Nathalie for SPB
For more information, please visit the Insured space: www.spb.fr
Hello,
I thought that the basic frauds we suffered from certain insurance companies thirty years ago (small print in italics at the bottom and on the edge of the contract, etc.) were no longer in practice today.
But whether it's DARTY or CARREFOUR, SPB insurance seems to engage in outdated practices:
When purchasing a laptop for my son, the salesperson at Carrefour who assisted me tried to sell me the Carrefour Warranty "Pack Warranty for Damage and Theft" (from SPB) even though I wasn't asking for it.
The salesperson orally explained to me the conditions under which the warranty applied, particularly in cases of pickpocketing.
The insurance clauses even specify, "pickpocketing, meaning any theft committed by a third party involving the subtle removal of the insured device from the pocket of the clothing or bag worn by the policyholder at the time of the theft."
This is exactly what happened to my son on the RER.
He was standing, with a generic bag closed across his body, his vigilance diminished by drowsiness.
A thief took advantage of this to open his bag and steal his laptop.
When I called SPB in August to describe the events, I was told that the insurance covered this theft, which makes sense.
Then followed about twenty days without news, after which I received a letter saying, "After reviewing your request, we regret to inform you that we cannot intervene in covering your loss.
Indeed, according to the contractual conditions, this insurance policy does not cover simple theft."
This terse and misleading statement is unfounded:
While the theft that my son experienced falls perfectly within the events covered by the warranty, the notion of "simple theft" is not part of the long list of exclusions of the "Pack Warranty for Damage and Theft."
A SPB representative told me that my son should not have dozed off.
If the fact that my son dozed off were to deprive him of his rights, it is precisely during a lapse in vigilance that one can have something "subtly removed" without realizing it.
Otherwise, we are talking about theft by force.
My son asked me what he should say when registering his Report, and I simply advised him to tell the whole truth.
But I think that in the future, I will advise him to make an exception when it comes to insurance if he doesn't want to be scammed.
Denying me the coverage for which I was solicited and to which I am entitled amounts to dispossession, an insurance scam, and I am determined not to be dispossessed!
I am awaiting the response to the appeal I filed, but I will be forced to contact the DGCCRF of my department and the Local Judge to assert my rights.
I have also been advised to contact the "Mediator of the French Federation of Insurance Companies"; I do not have an opinion on this matter yet.
I thought that the basic frauds we suffered from certain insurance companies thirty years ago (small print in italics at the bottom and on the edge of the contract, etc.) were no longer in practice today.
But whether it's DARTY or CARREFOUR, SPB insurance seems to engage in outdated practices:
When purchasing a laptop for my son, the salesperson at Carrefour who assisted me tried to sell me the Carrefour Warranty "Pack Warranty for Damage and Theft" (from SPB) even though I wasn't asking for it.
The salesperson orally explained to me the conditions under which the warranty applied, particularly in cases of pickpocketing.
The insurance clauses even specify, "pickpocketing, meaning any theft committed by a third party involving the subtle removal of the insured device from the pocket of the clothing or bag worn by the policyholder at the time of the theft."
This is exactly what happened to my son on the RER.
He was standing, with a generic bag closed across his body, his vigilance diminished by drowsiness.
A thief took advantage of this to open his bag and steal his laptop.
When I called SPB in August to describe the events, I was told that the insurance covered this theft, which makes sense.
Then followed about twenty days without news, after which I received a letter saying, "After reviewing your request, we regret to inform you that we cannot intervene in covering your loss.
Indeed, according to the contractual conditions, this insurance policy does not cover simple theft."
This terse and misleading statement is unfounded:
While the theft that my son experienced falls perfectly within the events covered by the warranty, the notion of "simple theft" is not part of the long list of exclusions of the "Pack Warranty for Damage and Theft."
A SPB representative told me that my son should not have dozed off.
If the fact that my son dozed off were to deprive him of his rights, it is precisely during a lapse in vigilance that one can have something "subtly removed" without realizing it.
Otherwise, we are talking about theft by force.
My son asked me what he should say when registering his Report, and I simply advised him to tell the whole truth.
But I think that in the future, I will advise him to make an exception when it comes to insurance if he doesn't want to be scammed.
Denying me the coverage for which I was solicited and to which I am entitled amounts to dispossession, an insurance scam, and I am determined not to be dispossessed!
I am awaiting the response to the appeal I filed, but I will be forced to contact the DGCCRF of my department and the Local Judge to assert my rights.
I have also been advised to contact the "Mediator of the French Federation of Insurance Companies"; I do not have an opinion on this matter yet.
Dear Laure,
I have published on "commentcamarche.net", on "quechoisir.org" and on "60millions-mag".
Unfortunately, I can re-access these three posts, but I don't remember having posted on "Les arnaques", and I can't find any trace of registration to this day.
For my contact information, my claim reference is: 4190499 / KBM
Best regards.
JM
I have published on "commentcamarche.net", on "quechoisir.org" and on "60millions-mag".
Unfortunately, I can re-access these three posts, but I don't remember having posted on "Les arnaques", and I can't find any trace of registration to this day.
For my contact information, my claim reference is: 4190499 / KBM
Best regards.
JM
Hello dudule8,
I acknowledge your dissatisfaction and regret the difficulty you are experiencing.
In order to forward your case to our complaints department for further review, could you please send me the following information via private message at
- your full name
- your contact information
- your email address
- your insurance contract number / file number
- your username
I remain at your service,
Nathalie for SPB
I acknowledge your dissatisfaction and regret the difficulty you are experiencing.
In order to forward your case to our complaints department for further review, could you please send me the following information via private message at
- your full name
- your contact information
- your email address
- your insurance contract number / file number
- your username
I remain at your service,
Nathalie for SPB
Personally, 2 broken screens and the outcome:
quick handling, a brand new iPhone the first time (risk of oxidation), no issues at all for the breakage.
A dissatisfied friend in the case of a theft. (phone in his jacket on his chair at the restaurant.....no coverage, he should have been wearing the jacket!!!!)
quick handling, a brand new iPhone the first time (risk of oxidation), no issues at all for the breakage.
A dissatisfied friend in the case of a theft. (phone in his jacket on his chair at the restaurant.....no coverage, he should have been wearing the jacket!!!!)
Hello,
I'm also having issues with my mobile insurance SPB with Orange.
My phone has been in repair for 2 months now (claim: 4141350).
I call them every week, and each time they tell me either that they're following up with the manufacturer or that they've made a mistake somewhere and are restarting the whole process.
When I ask to speak to a manager, they can’t connect me to anyone!
They suggested I file a complaint, and I’ve already made 2 (14 / 0000016123 / 9 and 14 / 0000016123 / 10), which have brought absolutely nothing. The operator even told me they marked the follow-up with the manufacturer as "urgent"... seriously? It's been two months and the manufacturer hasn't responded, how much longer are we going to continue like this?
Today is the last straw; I was just told after 2 months of procedures that I’ve been on the phone with them every week that my file wasn’t in the right department. Either they are really incompetent, or they think I'm an idiot! I clearly lean towards the second option!
In any case, I have decided to take my case to the local court, and if there is a class action, I also wish to participate.
I don’t know if they think they can wear me down, but given the price I paid for the phone, I'm not ready to let them off the hook, and they will have to pay for the damage caused by these two months without my phone.
I'm also having issues with my mobile insurance SPB with Orange.
My phone has been in repair for 2 months now (claim: 4141350).
I call them every week, and each time they tell me either that they're following up with the manufacturer or that they've made a mistake somewhere and are restarting the whole process.
When I ask to speak to a manager, they can’t connect me to anyone!
They suggested I file a complaint, and I’ve already made 2 (14 / 0000016123 / 9 and 14 / 0000016123 / 10), which have brought absolutely nothing. The operator even told me they marked the follow-up with the manufacturer as "urgent"... seriously? It's been two months and the manufacturer hasn't responded, how much longer are we going to continue like this?
Today is the last straw; I was just told after 2 months of procedures that I’ve been on the phone with them every week that my file wasn’t in the right department. Either they are really incompetent, or they think I'm an idiot! I clearly lean towards the second option!
In any case, I have decided to take my case to the local court, and if there is a class action, I also wish to participate.
I don’t know if they think they can wear me down, but given the price I paid for the phone, I'm not ready to let them off the hook, and they will have to pay for the damage caused by these two months without my phone.
Hello Sébastien,
Following your messages, I have indeed followed up with our claims department.
Best regards,
Laure for SPB
Following your messages, I have indeed followed up with our claims department.
Best regards,
Laure for SPB
Hello,
Thank you for using your certified account (and for confirming its validation). https://forums.commentcamarche.net/profile/user/Service%20client%20SPB
Thank you for using your certified account (and for confirming its validation). https://forums.commentcamarche.net/profile/user/Service%20client%20SPB
Hello Laure,
I received a message from your service from someone named Mélanie indicating that my phone is available at the Point Service Mobile in Lyon where I supposedly dropped it off??!!
It's crazy such a level of incompetence, is there not a file? For you to be able to tell me such things?!!
As a reminder: my phone indeed went to this Point Service Mobile which, after an analysis that had already taken an eternity, returned the phone to me saying it needed to be sent to the manufacturer...
You then sent me an email on August 14 stating that a UPS agent would pick up my phone, and it's since I gave my phone to UPS that I haven't seen it again!!
Out of curiosity, I contacted the PSM in Lyon as you instructed and they have no phone registered under my name!!
Even your responses are off the mark, what is your exact goal? To push people to their limits, is that it?
I received a message from your service from someone named Mélanie indicating that my phone is available at the Point Service Mobile in Lyon where I supposedly dropped it off??!!
It's crazy such a level of incompetence, is there not a file? For you to be able to tell me such things?!!
As a reminder: my phone indeed went to this Point Service Mobile which, after an analysis that had already taken an eternity, returned the phone to me saying it needed to be sent to the manufacturer...
You then sent me an email on August 14 stating that a UPS agent would pick up my phone, and it's since I gave my phone to UPS that I haven't seen it again!!
Out of curiosity, I contacted the PSM in Lyon as you instructed and they have no phone registered under my name!!
Even your responses are off the mark, what is your exact goal? To push people to their limits, is that it?
Hello,
Back in May, I sent my phone for a broken screen, I received it back and the phone turned on entirely blue, I sent it back and they repaired it, but the touchscreen doesn't work now. All of this took 4 months, 4 months without a phone, and since the last return, I've been waiting; it's been 40 days since the phone was sent back and supposedly they still don’t have it in their premises. No matter how many times I follow up, make complaints that go unanswered, yes, my file was marked as URGENT too, but 40 days, I'm losing my patience, and much more than that. I called again yesterday and they told me that at this stage all we can do is wait for the phone to arrive in their damn premises. They will then proceed with a compensation request, of which they will inform me of the amount. But now I want to turn to justice, does anyone know who I could turn to? I have been without a phone for 6 months with a small child; what if something happens to me, do I just go out in the street and scream like a fool? It's driving me crazy, this incompetence. If you're not capable of managing your company and solving the problems for which you're being paid, what's the point? This is fraud because every month the payment is indeed deducted!
In any case, I DO NOT RECOMMEND THIS INSURANCE TO FUTURE CUSTOMERS.
Melanie.
Back in May, I sent my phone for a broken screen, I received it back and the phone turned on entirely blue, I sent it back and they repaired it, but the touchscreen doesn't work now. All of this took 4 months, 4 months without a phone, and since the last return, I've been waiting; it's been 40 days since the phone was sent back and supposedly they still don’t have it in their premises. No matter how many times I follow up, make complaints that go unanswered, yes, my file was marked as URGENT too, but 40 days, I'm losing my patience, and much more than that. I called again yesterday and they told me that at this stage all we can do is wait for the phone to arrive in their damn premises. They will then proceed with a compensation request, of which they will inform me of the amount. But now I want to turn to justice, does anyone know who I could turn to? I have been without a phone for 6 months with a small child; what if something happens to me, do I just go out in the street and scream like a fool? It's driving me crazy, this incompetence. If you're not capable of managing your company and solving the problems for which you're being paid, what's the point? This is fraud because every month the payment is indeed deducted!
In any case, I DO NOT RECOMMEND THIS INSURANCE TO FUTURE CUSTOMERS.
Melanie.
Hello Melinoa2412,
Following your message, I suggest we follow up with our claims department regarding your case. For that, could you please provide me with your last name, first name, phone number, address, and case number? I encourage you to do this via private message in order to keep this information confidential.
Best regards,
Laure for SPB
Following your message, I suggest we follow up with our claims department regarding your case. For that, could you please provide me with your last name, first name, phone number, address, and case number? I encourage you to do this via private message in order to keep this information confidential.
Best regards,
Laure for SPB
Hello Melinoa2412,
I have received your private message and thank you for it. I have forwarded your file to our claims department.
Best regards,
Laure for SPB
I have received your private message and thank you for it. I have forwarded your file to our claims department.
Best regards,
Laure for SPB
And apart from forwarding our requests to the complaints department or inviting us to contact them, do you really think you will resolve the issues one day????
As for me, since July your various services have been mocking me and leading me on! (and don't give me your stock phrase "I can follow up with our complaints department if I have your contact details"!! I send them emails several times a week so don’t worry, they are aware of the problem!) I'm rather thinking of taking it to the local court as I've seen mentioned a bit higher up!
As for me, since July your various services have been mocking me and leading me on! (and don't give me your stock phrase "I can follow up with our complaints department if I have your contact details"!! I send them emails several times a week so don’t worry, they are aware of the problem!) I'm rather thinking of taking it to the local court as I've seen mentioned a bit higher up!
Hello Amanda,
You find yourself in a public forum; it has nothing to do with private emails, and that’s precisely why we established this type of communication.
So, in the same spirit, I invite you to register in order to communicate with customer service, here and publicly.
That’s also why I ask internet users to come and tell us how things are going next.
You find yourself in a public forum; it has nothing to do with private emails, and that’s precisely why we established this type of communication.
So, in the same spirit, I invite you to register in order to communicate with customer service, here and publicly.
That’s also why I ask internet users to come and tell us how things are going next.
After a great reimbursement of €29.70 (which doesn’t even cover the cost of the 3 shipments), I am still waiting for the full refund of my iPhone, the repair of which has been ongoing since May, as well as the expenses related to the inconvenience. I must say that every month I pay a subscription that includes the installment payment for my phone, along with the withdrawal from YOUR company for an insurance that can’t even recognize its mistakes and fix them! I have therefore contacted the headquarters of my bank (which made me take this insurance) to take over. I hope to be compensated for the 6 months that I haven't been able to use my phone and my plan, which I had to pay for in vain.
Hello everyone,
I pay €11.99 monthly to Orange in addition to my Open plan for breakage and theft insurance.
After an accidental breakage, SPB repaired my Sony Xperia Z.
Yesterday I received it, and after the delivery person left, when trying to insert my SIM card, I was unpleasantly surprised to see that the back panel was coming off by itself.
I immediately called SPB to report this issue.
I was told that for a second intervention, there is no loaner phone or shipping arrangement, and that the shipping cost is my responsibility... And that it could take up to 10 days for my phone to be re-glued...
In short, a technician messed up the re-gluing, and I'm the one who suffers...
No way... I'm being bounced between Orange and SPB, who refuse to exchange my phone for the same brand and model so as not to penalize a customer...
It's a bit of a joke. Mistakes happen to everyone. Offering to fix it in the best and most effective way seems to be reserved only for good people and good companies with a good sense of morality and customer service, which SPB doesn’t seem to be a part of!
REF file 4348893
I pay €11.99 monthly to Orange in addition to my Open plan for breakage and theft insurance.
After an accidental breakage, SPB repaired my Sony Xperia Z.
Yesterday I received it, and after the delivery person left, when trying to insert my SIM card, I was unpleasantly surprised to see that the back panel was coming off by itself.
I immediately called SPB to report this issue.
I was told that for a second intervention, there is no loaner phone or shipping arrangement, and that the shipping cost is my responsibility... And that it could take up to 10 days for my phone to be re-glued...
In short, a technician messed up the re-gluing, and I'm the one who suffers...
No way... I'm being bounced between Orange and SPB, who refuse to exchange my phone for the same brand and model so as not to penalize a customer...
It's a bit of a joke. Mistakes happen to everyone. Offering to fix it in the best and most effective way seems to be reserved only for good people and good companies with a good sense of morality and customer service, which SPB doesn’t seem to be a part of!
REF file 4348893
From my point of view, this so-called breakage insurance is a scam.
I bought a Nokia Lumia 925 smartphone in July and subscribed to the theft-breakage insurance offered by CDiscount. Unfortunately, in December, during a mountain biking trip, the device fell out of my pocket and went under the bike tire. I ended up with the first curved Lumia, but, of course, it worked much less well...
On December 10th, I sent the file to SPB, as I was asked to do, which consisted of a sworn statement accompanied by a copy of the purchase invoice and insurance.
On January 12th, after a complaint, this company finally acknowledged receipt of my file, a month after sending it... since then, no news at all; it's true that SPB grants itself a two-month period to review the file, which is indeed very complex and tedious.
I would advise anyone against wasting their money and time this way; as for me, I won't fall for it again!
I bought a Nokia Lumia 925 smartphone in July and subscribed to the theft-breakage insurance offered by CDiscount. Unfortunately, in December, during a mountain biking trip, the device fell out of my pocket and went under the bike tire. I ended up with the first curved Lumia, but, of course, it worked much less well...
On December 10th, I sent the file to SPB, as I was asked to do, which consisted of a sworn statement accompanied by a copy of the purchase invoice and insurance.
On January 12th, after a complaint, this company finally acknowledged receipt of my file, a month after sending it... since then, no news at all; it's true that SPB grants itself a two-month period to review the file, which is indeed very complex and tedious.
I would advise anyone against wasting their money and time this way; as for me, I won't fall for it again!
Hello,
After my phone accidentally fell, I was pushed, I contacted SPB who informed me that my phone would be repaired or that a new phone would be sent to me.
I then sent it in, and it was returned to me unrepaired!!
The reason: it is not oxidized, nor broken enough, at least visually!
It's unacceptable to pay for insurance that doesn't work when the customer is acting in good faith and not abusing the services.
With all the money I have given them over 3 years, I could have easily bought a brand new phone!
Sincerely
After my phone accidentally fell, I was pushed, I contacted SPB who informed me that my phone would be repaired or that a new phone would be sent to me.
I then sent it in, and it was returned to me unrepaired!!
The reason: it is not oxidized, nor broken enough, at least visually!
It's unacceptable to pay for insurance that doesn't work when the customer is acting in good faith and not abusing the services.
With all the money I have given them over 3 years, I could have easily bought a brand new phone!
Sincerely
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Indeed, having accidentally lost my phone while skiing, and after numerous attempts to get reimbursed by the said insurance, no reimbursement has been made. What's worse, I was labeled a liar, unjustly accused of making a false declaration about my phone.
Of course, my statement was accurate; however, my interlocutor felt entitled to question me about facts unrelated to the incident and instead interrogated me about a theft. Subsequently, a theft declaration was recorded without my consent or approval. All recordings of this conversation were mysteriously destroyed afterward! Now wishing to file a complaint, it's my word against that of SPB.
One might say the underdog...
This is a real scam!!
We acknowledge your dissatisfaction and regret the difficulty you are experiencing.
In order for us to forward your request to the relevant department, could you please send us your full name/contact details/your case number via private message to serviceclient@spb.eu?
We remain at your service,
The SPB Insurance Relations Team
To learn more about SPB and its insurance products, please visit the website: http://www.spb-assurance.fr