We called you whilst on holiday to report a lost mobile phone whilst Trekking in Sweden. We purchased a specific 'Explorer' Insurance Policy to ensure we would receive sufficient cover whilst on holiday and cover every eventuality. When we spoke with one of your customer advisers we were met with uncertainty about what our policy actually covered and a request to provide a police report regarding the lost phone! ... To which I explained the phone was 'Lost' whilst in the Swedish Wilderness and this was not possible! Following this I asked how much we would actually be covered for if I did provide this information, I was told £175 with a £75 excess - Which would clearly not covered a quarter of the price of a modern mobile phone. This policy is clearly out dated and we very much regret taking out the policy with you and giving you our business. If you require further detail please do not hesitate to contact me directly.