A STUDENT is warning others to check the small print on their mobile phone insurance after she was refused a pay out on a technicality.

Kelly Jervis had her phone stolen in Sin City but thought she would be able to get a replacement because it was insured by Protect My Bubble.

Second year Kelly was paying £6.99 each month to insure her mobile phone in case of damage, theft or loss.

She said: “The phone was in my father’s name, as he bought it for me when I was 16 and it’s just run on.

“I was in Sin City night club with a couple of friends and I lost everybody, so I needed to phone somebody.”

When she looked in her handbag, her phone was not there, despite the fact it had been there ten minutes previously.

“I got someone to phone the phone, but it was off.
“I called the police straight away, and they said that there had been quite a few iPhones taken in Swansea recently.”

When she phoned the Protect My Bubble, they asked for proof of purchase from her phone company.

As the SIM card was registered to her father, the company refused to give out any money.

Their reasoning was that the phone did not belong to Miss Jervis, despite never mentioning this and allowing her to purchase the insurance.

Their response came in the form of a “blunt three-line email”.

Kelly said: “I feel very angry, because I’ve been paying this and hoping that if I needed it, it would be there.
“That was the deal my dad made with me that I’d get insurance if he bought the phone for me.
“It’s disheartening that I’ve paid a years’ worth of insurance and they’ve given me nothing but rudeness.”

Research conducted by The Waterfront shows that Miss Jervis is not the only unhappy customer. Despite them being crowned the 2012 What Mobile Awards Best Insurance provider, some customers are not satisfied with the service they’ve received from Protect My Bubble.

One disgruntled customer, Qasim, said: “They’re just ignoring me, hoping I’ll go away.”

Another named Lauren said: “I have sent an official complaint via email as their website describes and received absolutely no response.”

Some customers report that they have contacted the Financial Ombudsmen and BBC’s Watchdog for assistance.

A spokesperson for Protect My Bubble said: “We are currently investigating Kelly’s claim and we will be in touch with her shortly to resolve the issue fully.

“We would like to thank The Waterfront for bringing this to our attention.”