Good day, Below is the events that transpired with dates. What I requested from Samsung Please could you also show me the Samsung Care Plus Lite package that I bought in April and those terms that it came with so that we can compare what you are saying now to what the initial purchase was. The issue I bought 2 Samsung galaxy S21 FE 5 G mobile phones on contract from Mobiles Phones Direct on the 20 March 2022. I then took out insurance on each of the phones through Samsung Care + on the 5th April 2022. The type of insurance I took out was called Samsung Care+ Lite and only covered screen damage repairs. I received the certificate of insurance on the 6th April 2022. These insurance policies offered you to pay either monthly or once off. I opted for the once off option as I only needed to pay 59 pounds in total per device and it covered me for 2 repairs a year for two years and there was no excess on the claims. The insurer / underwriter was called Allianz Assistance that was displayed on the certificate of Insurance alongside Samsung Care+. At this time I had paid both premiums up to date, in advance for the two years and thought I was covered in an event that my screen cracked. On the 16 July 2022 my phone fell out of my pocket and onto the floor next to me outside. (about 15cm it fell) and I think it must have hit a small stone on the screen as it created a small chip or dot. I later looked at the screen and a crack had developed from top to bottom where that dot was. I then immediately called Samsung Care+ who told me I now had to pay an access as all of their insurance packages now contained excesses except for the premium package. What happened with Samsung Care+ From my research I found the following had happened Samsung Care+ was using Allianz Assistance as their insurance partner and offered different insurance packages for mobile devices including the Care+ Lite package I was on. It seems they swopped insurance providers to Assurant from the 28th April 2022 and developed new insurance packages. They took away the Care+Lite package at this time. The issue I am facing is that the consultants when looking at the package they do not see the Care+Lite package that I paid for and say im on the Care+ standard package and that I must pay an excess now. I think due to this change in insurance providers as well as their package changes they are completely confused with their product offerings. Nowhere on my insurance document does it show an excess payable, neither does it show terms and conditions apply. Below they have also stated that even after the date of purchase excesses are subject to change. This does not make sense as they never notified me of this at all and even if they did I paid for a product in full for two years that didn’t have any excess. How can they now charge me when I want to claim. Is this not false advertising? Outcome I want What I want if for them to add notes to both of our policies that states we do not need to pay an excess for the claims on the screen. From: UK Help uk.help@email.support.samsung.com Sent: Monday, 18 July 2022 14:38 To: Mario Subject: Re: Customer ref: xxxxxxPlease help False advertising Please Reply Above This Line Hi Mario, Customer reference: XXXXXX Thank you for your most recent email and raising your concerns. I can confirm that whilst the policy document you have sent us does not mention any excess fee, that all insurance policies premiums and excess are subject to change, even after the date of purchase. As a result, there is an excess amount of £59 that you must pay to claim under your Samsung Care Plus policy. I fully appreciate this may come as disappointing news to you and not the outcome you were hoping for, however rest assured we have thoroughly looked into your concerns and as such, this is our final response on the matter. If you would like to book your Samsung Care Plus repair, please do not hesitate to contact us on 0330 726 1010 quoting your customer reference number above. Customer satisfaction is the utmost important to us, we pride ourselves on the high level of services we are able to provide all of our customers, and therefore it is disappointing to hear that your experiences haven't matched the high standards we aim to provide. Once again, thank you for taking the time to raise your concerns, and please accept our apologies for any inconveniences caused. Yours sincerely, Helal