Complaint about Likewize

[ShamppyJasoos]

Hello Team,

I’m reaching out about my recent claim for my lost phone. Despite paying insurance premiums to Rogers, I’m not getting any help. Rogers directed me to Likewize, but your team says the decision is final and can’t be escalated or re-submitted.

I’ve been a loyal Rogers customer with multiple lines and phone purchases. This is my first claim, and I’m genuinely frustrated. This is the first time I’ve faced such an issue, and I’m feeling utterly helpless. I spoke with Supervisor Angelina and Rep. Angel today (Sep 24), but they repeated the same information. I need this case reconsidered as this is a legitimate claim, not a scam.

Initially, my claim was approved (Sep 23). Why was it approved initially if there were issues? I don’t have my phone (iPhone 14 pro max 256 GB purple), and Likewize expects me to pay for it, which is unfair and stressful, especially given the current economic situation.

I’m already feeling depressed about this. This is incredibly stressful and unfair. Please, I beg you, don’t add to my stress. Kindly review my case again. I need your help to resolve this matter positively.

Rogers - Please help me with this. Thank you

**Labels Updated**

[RogersJermaine]

Hi @ShamppyJasoos,

Welcome to the Rogers Community Forums and thank you for your post!

We do apologize to hear that your most recent claim was denied and can certainly understand how frustrating that can be. To have this further investigated you would need to reach back out to LikeWize to request an escalation to try to get this resolved.

Once in contact I am certain they will be able to provide you with more information.

Regards,
RogersJermaine

[Vatsaljain92]

I am paying for my device and plan and protection plan. My phone has lost in a bus while travelling and likewize denied to provide another device stating that they cant see the activation of my number or that device. No option of escalations have been left and they put a comment that they dont want any more escalations on this. TOLD ME TO CONTACT ROGERS. I contacted Rogers and said they are unable to do anything. After so many requests, the operator escalated to rogers manager. Rogers Manager from device protection called me, told me he will gonna call me back in 2 days and 8 days already passed with mo update. Both of them are blaming each other with no solution for the costumer.

Now i dont have my device for which i am atill paying the fees, insurance and roger plan.

[Gurkirats]

I ordered an iPhone 15 Pro Max 512GB  from Rogers Mobile to be delivered to my address. However, I did not receive the device, and Rogers had to send me a replacement iPhone 15 Pro Max 512GB. Unfortunately, I lost the replacement device on October 26, 2024.

(Removed IMEI, home address - Keep personal info private - RogersMoin)

I contacted Likewize, the insurance company, to file a claim for the lost device. I submitted all the required documents, including screenshots showing that the "Find My iPhone" feature was turned ON, the "Lost Mode" was activated, and its status was pending. I also provided attachments for better clarity. Despite this, Likewize declined my claim, stating that Rogers had not updated the insurance policy to the correct device. Instead, the policy was still linked to the original iPhone 15 Pro Max 512GB , which I never received.

I contacted Rogers to resolve this issue, and they updated the insurance policy to the correct device. However, Likewize again declined my claim, stating that the policy update occurred after I lost my phone. I reached out to Rogers again, and their President’s Office representative, Jennifer, assisted me. She explained to the Likewize agent that the error was caused by a Rogers representative and asked them to process my claim. Initially, Likewize agreed to process the claim, but they continued to decline it for the same reason.

Jennifer provided me with ticket number **I23139xxxx** and followed up with Likewize, but the issue remained unresolved. On November 27, 2024, Likewize called me and said my claim had been declined again on November 12, 2024, because the "Find My iPhone" feature was allegedly turned OFF. This claim does not make sense because, after I activated "Lost Mode" using another device, there was no option to toggle "Find My iPhone" ON or OFF.

The Likewize agent also admitted that "Find My iPhone" was ON at the time the device was reported lost, OFF when the claim was declined on November 12, 2024, and ON again when they called me on November 26, 2024. I repeatedly told them this was impossible, but they behaved inappropriately and refused to address my concerns.

I have been without a phone for over a month and am currently using my friend’s device. Meanwhile, I continue to pay Rogers and Likewize without receiving the services I am entitled to. I would greatly appreciate your assistance in resolving this matter promptly.

[RogersMaude]

Good afternoon @Gurkirats,

Thank you for posting to the Rogers Community. We appreciate you took the time to bring this up to our attention.

I can certainly understand how frustrating this must be and I apologize for the negative experience.

For further assistance, you would need get back in touch with LikeWize and request to have this matter escalation in order to try to get this resolved.

I am confident they will be able to guide you on the next steps.

RogersMaude

[Gurkirats]

I am trying to contact them and i said i did not satisfied with the reason they providing me and i asked them do further escalation then they are ignoring me keep reading the same script which is annoying and i told them give me that reason in written proof and also provide me your ombudsman email or phone number but they did not contact me . If you can do some i would appreciate.