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.
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