Stolen iPhone not purchased from SKY but with a SKY SIM card needs blacklisting for insurance claim

[Richard+S56]

I am a loyal SKY customer of many years and I need a bit of help.

At the end of May I had my iPhone 15Pro stolen while on holiday in Luxembourg. The phone was not purchased from SKY but the SIM card in it was. I requested that the card was blocked and I ordered and received a new SIM card with the same phone number and purchased a new phone. My insurance company is insisting that I contact SKY to get the stolen phone blacklisted in order to get my claim resolved. This is what the insurance company have said in an email: 

"Proof of Blacklisting (mobiles / SIM devices only):

Please upload written confirmation of Blacklisting from your Network provider. If you have a device that uses a Sim card, you must have your device blacklisted if it has been lost or stolen. You must provide proof of this from your network provider. This will show when the device was blacklisted, the IMEI number, and is obtainable for all types of contract, including “pay as you go.”

I have the IMEI number and have called the customer help line several times and spoken to someone in the technical department who insist it cannot be done as they have no record of my old phone on the system. I have requested that in writing on an email but have been told that no one is authorised to send such an email to me, which sounds ridiculous. I'm desperate as without this the insurance company wont pay out .

Richard

[PandJ2020 · Accepted solution]

I believe Sky only blacklist phones purchased from them.

[caesarome]

This has come up a number of times here before and I'm afraid what @PandJ2020 has said is correct, Sky will only block phones purchased from them so have you spoken to whoever yo got the mobile from ?

[Richard+S56]

This is the problem, my insurance company want something in writing as they are insistant that the blacklisting can be done by the SIM provider. But Sky will not provide anything in writing to state that they cannot do this. Its very frustrating. But thank you for your reply.

[PandJ2020]

I believe it's a policy decision - as they can only verify an IMEI number for a device purchased from them.  (As blocking '3rd party' devices could have implications)

If you have the IMEI number and proof of ownership then the Police themselves may be able to log it - also see here: https://www.immobilise.com/