Hi All,

I recently had my phone stolen and had to request proof of usage from ID Mobile for my phone insurer. My phone insurer stipulates that they need to see the device was in use from the beginning for the contract to the date of the claim.

When I spoke with ID Mobile, they provided me with the correct purchase date but the “first used” date that they provided was a whole year after I had purchased the phone, ported my number and started using it. 

I have spoken with the complaints team as well as managers but they have advised they can only go off what their system says. Their system must be wrong as I was using the phone from the day my number ported and there’s no reason you’d pay for a phone contract and then not use it for a year. 

Does anyone have any advice on how to proceed as my insurer is denying my claim until I can provide a date from my contract inception? I would also advise for people to check if ID has the correct data for them as I would hate for others to be in this situation.