Misleading Explanation And Insurance Inconsistency
I purchased Apple AirPods 2nd Generation along with an additional insurance policy (Protection Plan) from the MediaMarkt store in Diyarbakır, Ceylan Karavil Park Shopping Mall on 14 February 2025. During the sales process, the staff at the store clearly and explicitly told me that this insurance covered both “loss” and “theft”. Relying on this verbal information given by MediaMarkt staff, I proceeded with the purchase and did not suspect any inconsistency between what was explained to me and what was written in the contract. Recently, my product was either lost or stolen. On 25 December 2025, I obtained an official police report documenting this incident and submitted it to the insurance company via the same MediaMarkt store. However, my claim was rejected on the grounds that the written contract only covers “theft”. This is in direct contradiction to the information I was given at the time of purchase, where the coverage was clearly described as including both “loss” and “theft”. Because of this misleading explanation, we did not feel the need to scrutinise the fine print of the contract and were effectively deceived about the actual scope of coverage. I do not accept the rejection of my claim, as the policy was sold to me under false and incomplete information by MediaMarkt staff. To resolve this grievance, I request either the full reimbursement of the insurance fee I paid or that a new product of the same model be supplied to me under the insurance, so that the coverage promised to me at the time of sale is honoured. I kindly request that my situation be urgently reviewed and that I be informed in writing of the result.
