Case review: home contents insurance & internet protection

What happened, why the insurer refused – and practical measures so that this does not happen to you.

What happened

In brief:

A policyholder received an SMS with a link, which took her to a page where – believing it to be a legitimate bank registration – she entered payment details and other information. The fraudsters then created a digital Girocard and made purchases in the four-digit range (approx. 5.000 €). She reported the incident to her home contents insurer, citing her existing "internet protection" (Internetschutz).

The insurer refused; ultimately the courts (up to the Landgericht, regional court) confirmed that there was no obligation to pay.

Why did the insurer not pay?

The decision stands or falls with the wording of the contract (general insurance conditions, AVB).

The insured event was narrowly defined: the contract explicitly described "phishing" as obtaining data via e-mail.
In this case, the manipulation came via SMS: the court found that an SMS is not legally equivalent to an e-mail – so the specific case did not fall within the insured category.
No classic pharming within the meaning of the AVB: the "pharming" scenario (technical redirection to fake websites) was not proven in a way that met the conditions either.
Conclusion: the marketing term "internet protection" does not help if the contract wording excludes certain communication channels.

A brief aside

Imagine waking up and finding debits on your account — the feeling is hurtful and often humiliating. In such cases, the first reaction is shame or anger at oneself — entirely human. This case shows: victims do not become more to blame because of how the crimes unfold; they are simply caught on the narrow ridge between advertising promises and the small print of the contract.

What you should do — prevention & behaviour

Basic rule: read the conditions — and not just the keywords. Pay close attention to wording such as "e-mail" vs. "electronic message" or "messenger / SMS".

When taking out the contract

Check whether the "internet protection" is just a buzzword or is actually worded comprehensively. Ask to be shown the relevant passages of the AVB.
Ask actively: does the cover include SMS, messengers (WhatsApp, Signal), social networks and app fraud?
Consider a separate cyber/financial loss insurance if online fraud could really put you at financial risk.

In everyday life — tips on behaviour

Be suspicious of unexpected SMS/links: do not open attachments or click on links in unexpected messages.
Use your bank's official app or the website you call up yourself — not links from SMS or messengers.
Never enter TANs, activation codes or card PINs on pages reached via unknown links.
Wherever possible, activate strong two-factor authentication (2FA) and push notifications from your bank so that unusual transactions are noticed immediately.
Check your account transactions regularly and set limits or block cards if unusual activity appears.

If it happens anyway

Record everything: screenshot of the SMS, link URL, timestamps, bank statements.
Inform your bank immediately — payments can often be stopped or cards blocked.
File a report with the police and keep the file number (important for insurance and legal proceedings).
Report the claim to the insurer — and at the same time consider legal advice, especially if the insurer refuses.

Practical checklist (short)

Read the AVB: compare the keywords "e-mail", "SMS", "electronic messages".
Ask the insurer: what exactly is meant? Request written confirmation.
Collect evidence: SMS, screenshots, bank statements, police file number.
Consider a separate cyber policy if you face high online risks.
Behaviour: never enter login details/TANs via a link — always use official channels.

Conclusion

The case is an object lesson: an attractive product name ("internet protection") is not enough — what matters is the specific contract wording. That is where, in case of doubt, it is decided whether a benefit is paid or not. Anyone can protect themselves through greater attentiveness, careful online behaviour and by taking out suitable, clearly worded policies.

Note: This text summarises the case and provides general information. It does not replace legal or insurance advice. For specific claims, expert advice or legal representation is recommended. see also procontra-online.de

this text was read on online pages and summarised with AI (Copilot/ChatGPT)