How to listen to recorded phone call

cj maxx

I don’t know if this is the right place so feel free to move it. I’m expecting to get into a dispute with my mobile phone provider over an insurance issue.
Basically I got an early upgrade in august. Over the phone I chose which one I would get ( iPhone) and when asked about insurance for it I said yes I’d take out insurance on the phone too. The provider are now saying I don’t have insurance .
Now I understand that all these calls are recorded, meaning there’s a record of me taking out phone insurance. This is quite important as I dropped the phone and need to get it fixed. How do I get a copy of the phone call recording, or even can I?

whippet

I’m sure you could make a formal request for the copy of the call if they still have it.

However ... if you haven’t paid for the insurance you are not covered ... did you receive a copy of the insurance policy as this is supplied by a 3rd party .. not the mobile phone provider ... they are not insurance underwriters

daveville30

Its called a transcript but they might not hand it up that easy if there in the wrong.

80j2lc5y7u6qs9

Request a copy of the recording under data protection. If they refuse complain to Data Protection Commissioner

cj maxx

whippet wrote: »

I’m sure you could make a formal request for the copy of the call if they still have it.

However ... if you haven’t paid for the insurance you are not covered ... did you receive a copy of the insurance policy as this is supplied by a 3rd party .. not the mobile phone provider ... they are not insurance underwriters

How do you make the formal request?
It was an early upgrade, all done over the phone on aug 4. Though the bill for the extra money for iPhone 11 is due on 10 September so it may not be covered until then .

80j2lc5y7u6qs9

cj maxx wrote: »

How do you make the formal request?
It was an early upgrade, all done over the phone on aug 4. Though the bill for the extra money for iPhone 11 is due on 10 September so it may not be covered until then .

Just write to them and say you are requesting it under the Data Protection Act

See https://www.dataprotection.ie/en/individuals/know-your-rights/right-access-information

L1011

They're going to have said the call may be recorded rather than will be recorded. There is a good chance there is no recording.

banie01

L1011 wrote: »

They're going to have said the call may be recorded rather than will be recorded. There is a good chance there is no recording.

+1 on this.
As a general rule of thumb, all calls to a telecoms operator are recorded but not all recordings will be maintained.

I do know however that 3 are now operating a system where all calls are saved.
VF were trialling similar @2yrs ago and it may their SOP too.

A GDPR request asking for all communications and recordings held between you and the company is the way to proceed.

Sleeper12

The recording will only you requesting insurance. You won't have proof that the insurance company accepts you.

I don't think you were insured I'm afraid.

L1011

Sleeper12 wrote: »

The recording will only you requesting insurance. You won't have proof that the insurance company accepts you.

I don't think you were insured I'm afraid.

If they weren't paying premiums they weren't insured anyway - I suspect the argument here is going to be that they were not informed that the insurance hadn't gone through; trying to create some liability on the phone operator via that.

I would not be confident there is any recording, however.

jimmycrackcorm

Easier to make a claim on your house insurance. Phone insurance isn't worth squat. I paid it for two years then went to make a calim and they would only give me the second hand value of the phone. It was much less than the annual premium so I claimed and cancelled. Never will get phone insurance again.

Toby22

Hi, if you make a claim on your household insurance you are tied to that company for three years. I claimed for a stolen IPhone under a clause of “any claim up to 3k in 3 years”. When insurance came up for renewal this was deemed a claim by all other companies who quoted exorbitant rates, so in effect I was stuck with original company

cj maxx

banie01 wrote: »

+1 on this.
As a general rule of thumb, all calls to a telecoms operator are recorded but not all recordings will be maintained.

I do know however that 3 are now operating a system where all calls are saved.
VF were trialling similar @2yrs ago and it may their SOP too.

A GDPR request asking for all communications and recordings held between you and the company is the way to proceed.

Brilliant . It was 3 I’m dealing with