Around 10 months ago I purchased some ear buds from a very large and well known high street retailer.
I have had gadget insurance for about 5 years and I am now trying to make a claim for loss for the first time. The insurance is arranged and marketed by my Bank (to whom I make monthly payments), and it is administered by a third party.
I had registered the device with the third party and uploaded the proof of purchase. However, when I tried to make the claim the 3rd party refused it, saying that the receipt/proof of purchase that I uploaded did not contain the serial number of the gadget.
Of course, buried deep in the fine print (but nowhere else) it does say that the serial number is needed in order to make a claim (although they registered the device online without querying it).
So I contacted the retailer who told me that that since the order is now more than 3 months old they no longer have any details of it and cannot provide the serial number. Since the gadget and packaging are lost, I cannot find the serial number myself. I have had the same conversation with them 3 times now and it is incredibly frustrating - especially since it takes between 1 and 2 hours for the insurance company to answer their calls ! It took more than a month for me to get through to them at all because I kept hanging up the phone after 30 mins. It was last week that I had the time and patience to wait for an hour or more each time.
I find it hard to believe that they don't keep any order records for more than 3 months. Sure, maybe their front-end customer service system doesn't hold them, but they must hold them somewhere right ? I mean, how can they be legally audited properly every year otherwise ? There must be some legislation that says they have to keep such records for a minimum period, and surely that period is more than 3 months ?
Is there any way to compel (sorry if this is the wrong legal word) or persuade them to provide me with the serial number ?
Or any other advice ? I realise I can log an official complaint, but that may take weeks/months to resolve, and I just feel like there should be a better way. According to my mobile phone carrier I have spent more than 1000 minutes trying to deal with this !