Edmonton man bitter after insurance didn't pay for broken phone

A Bell Mobility customer is warning the insurance you buy for your cell phone won't necessarily cover all damage costs.

Scott Johnson of Edmonton cracked the screen on his Nexus 6 phone 10 days ago when he dropped it on the ground.

When Johnson called the insurance company, he was told he would have to pay a deductible of $267 for a replacement phone, even though he was paying $10 a month to a private insurance company.

"It left me with a very sour taste in my mouth," he said.

Johnson says he's exasperated by the fee because when he bought the insurance at the Bell Store in West Edmonton Mall he recalls asking the salesman if it covered a broken screen.

"He said 'Mr. Johnson. Not a problem. That's covered,' " Johnson recounted. " 'It's a no-brainer.' "

Turns out the details were in the fine print.

The deductible fee is listed on the web sites for Bell and the insurance firm. But Johnson says the salesman never told him that.

Johnson loves his phone but he's unhappy with his experience with Bell Mobility.

In an email to CBC News, Bell said the replacement cost of Johnson's phone is $750, nearly triple the amount of the deductible. The company added that its representatives are trained to review the fee policy with customers.

But Johnson says the salesman never did that. He thinks there should be a form listing all the terms and conditions that people could read and initial at the time of purchase.

Johnson has cancelled the insurance and says he has learned a lesson. He is speaking out to warn others.