Gonextgen Reviews 6

I purchased a mobile phone policy in Oct 2023, and in Sep 2024, I wanted to make a claim, but GoNextGen fobbed me off to Davies Group, which took excess and did nothing. GoNextGen says it's got nothing to do with them as they acquired the business in May while sending me renewal email with the same branding etc. Managed to speak to someone "senior" in a call centre called ADAM. He eventually agreed to contact "the previous administrator" and chase my money, but somehow, I am very sceptical he will do anything. I think he just wanted to get me off the phone.

Absolutely awful company.
I had my gadget insurance with them for 5 years and never had an issue, until one day my phone screen became damaged and I needed to make a claim.
They said they'd be in contact within 3 days but, after 2 weeks I still hadn't heard a thing. In the end I had to buy myself a new phone and have now cancelled my policy.

It has been 4 weeks since my phone was stolen and I still do not have a replacement phone. They require specific documentation from your phone provider which usually takes 5 working days and then once you provide those, it still takes forever to get your replacement. If I were you, just get insurance through your phone provider or, tbh, any other insurer as you will be phoneless for a month if you need to make a claim with these guys. The people on the phone are lovely but the actual process times are diabolical.

Had my policy for about 18 months before I needed to claim so up until then no complaints.
Had my my phone stolen while abroad. From the first email I sent to start my claim, the number of delays meant that I never received my new handset until exactly 4 WEEKS LATER! When you use your phone for everything, not having it for 4 weeks is a nightmare.

Found their customer service to be absolutely terrible. Here’s a few of the issues I had with their service:

- They asked me for proof of police report OR to complete an immobilise report. When I sent police report they said that was all they needed. Then later that week told me they also needed the immobilise report.

- After I sent the immobilise report they waited 2 days to tell me there was a mistake on it. I immediately sent it back after fixing the mistake and they then emailed me back 2 days after that to say there was another mistake further down the form! Why not tell me about both mistakes at the same time?!

- 3 separate times I was told by different staff on their phone line that they would call me back (they all guaranteed this) later that day before the phone line closed. None of them called back that day or any other day.

- when they finally had all my evidence for the claim, (I had to call them to find this out btw)I paid the £75 excess over the phone and they promised the new phone would arrive the next day (Friday). I noticed my dispatch email was missing my apartment number. I instantly responded to point this out so they could correct it (they didn’t respond) and the next day the courier refused delivery because of this mistake on address. Took them until the following Wednesday until i got my phone and this was because the supplier (mobi market) fixed the address issue.

-I complained about their service and asked for compensation. They said they would look into it and stated I would have my excess refunded (£75). I had to chase this up several times and was eventually told I would only receive £25 refund with no explanation why. This was meant to be with me on Friday last week and it still hasn’t arrived despite being told 2 working days

-After I had my new phone they called to ask
If I wanted to pay off the remaining 7 months of my contract so I could cancel my contract with them. Not sure why I would do this as I can just pay it monthly, cancel it at the end of it and still be covered for those 7 months… almost like they want to trick you into paying the same but missing out on 7 months of insurance for your new (refurbed) phone…

Like I said. Avoid if you ever want to make a claim!

NO CONTACT FORM IN ACCOUNT OR ON WEBSITE PAGE! DO NOT USE !!!!! You pay them and in the event of a claim they hire a company to do the job which hires another company to repair the device.
Paid 1 year and 6 months, then £75 excess, now I have to pay in full FOR THE WHOLE YEAR because I made the claim, BE CAREFUL! THEY DID NNOT REPAIR THE PHONE TO THE SAME CONDITION!!!!
I send my phone to be repaired to the same state when I took the policy, NEW, and it came back with the same wear and tear and they ARE CLAIMING THEY DO NOT REPAIR COMSETIC DAMAGE!!! THEY TOOK THE MONTHLY PAYMENTS, THE EXCESS AND THE YEARLY PAYMENT NOW BUT THE PHONE IS NOT BEING REPAIRED BECAUSE ONLY IF YOU HAVE A PHONE WHICH CAN CAUSE YOU HARM THEY REPAIR ACCORDING TO THE PERSON WHO DEALT WITH THE CLAIM!!!!
I AM NOW SEEKING LEGAL COMPENSATION BECAUSE I AM FED UP WITH POOR SERVICES LIKE THESE!!

Scammers!! After loosing my phone, they didn't honor my contract, wouldn't allow me to cancel. My policy was passed to a manager who still refused, then tried to auto-renew my policy for a device I didn't have anymore! Avoid at all costs!!