Written on: 17/12/2013
I lost my I phone 5s 64gb phone on last Sunday morning. I lost it whilst i was out, soon as i discovered the loss I went straight into a o2 store. They put my through to Customer Services who placed bar on my phone, they attempted to transfer me to o2 insure so I can start the claims process however they were closed as they closed early on Sundays I was advised to call Monday. In the meantime I contacted the police to report the loss and obtained a loss report number. On Monday I contacted... (read more)
Written on: 13/11/2013 by lindylu123 (1 review written)
My daughter was on a 2 year contract with a 3gs Iphone she cracked the screen 2 weeks before end of contract I was just going to leave it until her upgrade but decided to phone customer service who were very helpful in explaining all what had to be done if claim was successful. The next day the phone was picked up by a courier the communication via text messages and e-mail was great. She received another 3gs in brill condition which I had to pay £25 excess fee, altough she has now upgraded... (read more)
Written on: 25/09/2013
If you intend to take out O2 phone insurance take time to read all the small print. Been with O2 for many years have 4 phone in our household however, will be moving to another provider ASAP. No loyalty from O2 nightmare to contact. Shame on you O2 you just lost 4 contracts. Onwards and upwards to the other mugs you find to purchase your insurance!had to put 1 star review however, they not worthy of any (read more)
Written on: 02/08/2013 by katie2tails
After dropping my phone whilst putting the childs pram away in the car, i later come to realise that i couldnt work my phone. My keypad was totally non existant. I went into the phone shop straight away and explained the sotuation. So glad that i took insurance out. After speaking to the insurance company and explaining what had happened they informed me that i had a valid claim. It was so simple. Courier came to collect my phone the following morning at the exact time stated and handed me a... (read more)
Written on: 02/03/2013 by Superveshi302
Brought an I phone 4 from O2 .purchased the O2 insure premium plan.when I oh in a claim they have me a replacement which was a 2 year old I phone. Then said well its in ou terms and conditions.and O2 insure is a third party company and has nothin to do with O2.een though the O2 insure policy is sold at all O2 stores and has the same name as O2 oh and when u pay excess and insurance it all goes through ur O2 bill.maybe they should tell I when purchasing the phone that u he a refurbished... (read more)
Written on: 30/01/2013 by Roxi2500
I had the worst experience EVER! Not only was I mugged and my phone stolen, the phone O2 sent as I pay insurance, was refurbished and in worse condition than the one I previously had. 1.5 wks later and hours of complaints on the phone I am still waiting for a new one to be delivered. I never thought i would be paying indurance to receive a refurbished phone. Worst customer experience ever! Cancelling insurance AND my service w/ o2. (read more)
Written on: 14/09/2012 by Topcat0000
Hi All I have been a very loyal o2 customer for over 14 years & recommended all my friends & family, I am a heavy phone user and pay around £50 - £70 per month, my wife also has an O2 phone and I have a Company O2 pay as you go pool phone for anyones emergy use. The other day I dropped my I-phone and broke the screen, knowing I was insured with O2 I call them, they informed me I have the wrong insurance and should have upgraded when I upgraded my phone, I told them that I always upgrade... (read more)
Written on: 31/08/2012
So yeah, we've all been there, drunk and trying to text. This in turn made me lose my phone, dont really know what time exactly but remember it was gone at 6pm. Called 02 insurance, asked me some questions, sent me a claim form, I filled it back in and sent it via fax at my local store, came home, recieved a call from them saying do you want it morning or afternoon delivery. After wanting to get my phone back asap called for the morning service, due in around 8.30 - 12:30, woke up at 9am to... (read more)
Written on: 28/08/2012 by sethmtut
I’m with O2 insure premium which is £10 a month (just over 30p a day cant complain!) and a small excess of £25 Came in very handy for my HTC one x which is a £400 phone, I accidently tripped and it got smashed up, phoned o2 the next day and within minutes they approved the claim and shipped out a new one. I’ve also had o2 insurance with all my previous other phones and they have always been superb. Especially compared to companies like protectmybubble which has the most convoluted... (read more)
Written on: 13/07/2012
I went to get my printouts from the library printer (2 meters away) when my bag was stolen. They refuse to replace my handset as it was "unattended"!!! I have been paying the insurance for 8 whole months and after this cancel it straight away. BE CAREFUL, DON'T GO FOR IT!! (read more)
Written on: 23/03/2012 by Roki (1 review written)
It took 5 days they told my that iphone 4s is out of stock it took another 4 days to arrange dellivery,and after all that i havent received my phone for another 3 days because they have a problem with dellivery! Never go to them! And a menegers are very rude! (read more)
Written on: 27/02/2012
I dropped my iPhone 4 32gb on a concrete floor. The floor won the argument! Contacted 02 insurance and the arranged to collect the next day. Validated the claim on day 2 and received a replacement on day 3. The cherry on the top?.... I received an iPhone 4S 64GB as a replacement! Happy days! And all of this was written through Siri. Once your through the usual insurance script - they are quite helpful at 02 insurance. (read more)
Written on: 04/02/2012 by mato (1 review written)
Got my Pam pre phone insurance with 02 for 2 years which was great I thought. Then the phone got spoilt and the stress started. 02 who asked me to send the phone which I need and they had a look after taking their time. I was told there is a problem with the screen and it would coast me over £100. Ok time for the insurance. Getting to them is through 02 ok then telephone / computer interview to determine if they pay or not. Could not remember when phone actually got damaged at that... (read more)
Written on: 02/02/2012 by ChrisMorris2k11
I accidentally dropped my iPhone 4 whilst entering my house from a rainy day. My hand was wet from holding the phone and the phone slid right out of my hand on to the tiles outside. Huge crack on the back. Now my Phone was accidentally damaged and water damaged. Rang O2 at 6pm, they answered. The man I spoke to was wonderful to speak to, asked me a few questions and said a courier would pick it up next day. Phone was picked up, and within 24 hrs I got told my claim was valid. Sent out a new... (read more)
Written on: 08/11/2011
I had my Desire HD phone stolen. Everything went fine in the claiming process until the O2 insurance people, having granted my claim was valid, told me they were out of stock and could not tell me when they would have the next supply. So they offered me two alternatives, HTC Mozart or a Blackberry 9780. Problem neither of them are an android system, which is what my other business systems are based on. I wrote a formal complaint to O2. They just wrote back repeating what the O2 insurers had... (read more)
Written on: 03/10/2011 by brightlights01 (1 review written)
After spendning nearly a week for my replacement handset, I still have nothing. If I have to hear "this is very unusal" I am going to flip! They sent out my original replacement via CityLink - it never reached me. As a result to ensure I get the second, it was sent via Royal Mail. I was very CLEAR that weekends I am not here.... as a result "Louise" has signed for my handset. There is no such person here. I feel somewhat unfair, because the Insurance Customer Service gent is delightful..... (read more)
Written on: 13/09/2011 by Unhappy-O2-customer-now-to-be-ex-customer (1 review written)
Awful service from a company that claim to be the best. Basically they take money from you as a customer for what must be 10 years and then the one time you claim, I got accused of telling lies and had the person on the other end of the phone arguing and shouting at me Talked to customer services about this and O2 wanted to charge me more to resolve!! Awful service and will now leave O2 along with rest of the family mobiles (read more)
Written on: 07/07/2011
You couldn't make it up if you tried. I ordered a replacement iPhone from O2 on 24 June (after my orginal was stolen), and at the same time ordered their Premier insurance. Having read the reviews on this site I telephoned to cancel, only to be told that their computerised records show that I had cancelled my order on the same day (24 June). This, despite having recieved a letter from them dated 25 June saying that the insurance was in place. I'm SO glad I read these reviews - if this is an... (read more)
Written on: 30/06/2011 by Webby123
I pay a massive £15 on my phone insurance a month and after reading all these reviews I was very worried that I had been wasting my money. But I had a pretty easy smooth claim. Even though I did have to to-and-fro a fair bit. I think this is just how insurance claims are and there is not a lot I or companies can do about it! I had to pay £50 excess but again this is just standard for most insurance companies. Phone was stolen so I reported to the police who said I need IEMI and to... (read more)
Written on: 21/06/2011 by edenboy
£15 a month and £50-£150?? You would think you have a platinium type insurance. My iphone has broke and is barley usable so I ring 02 hoping for a new phone to be sent out and the old one collected. Yeah right! I was offered for a courier to collect the phone the next day, take it away to have it looked at and maybe be sent a new one. So I say "So I'm with out a phone? 02 "unfortunatly yes sir" Me "So could you send be out a loan phone as I'm a business customer and I need a phone" 02... (read more)
Written on: 18/06/2011 by sharonmclaughlin
Buying iphone insurance off o2 is a complete waste of time. Try to make a claim and you are in for an interesting time - two months in and it's been multiple conflicting stories about excess charges, inability to answer formal complaints, rudeness from o2 insure advisors, buck passing between o2 insure and o2 customer services, not returning calls, the list goes on!! I then reached agreement with customer services on 8/6 (or so i thought) and paid an agreed excess only for them still to be... (read more)
Written on: 23/03/2011
just been charged an excess of £150 i am certain that this excess is incorrect, but they have you over a barrel... i am sure if i knew it was £150 i would have looked elsewhere!
they had me down as owning the wrong model iphone which may be part of the reason my excess was so high... even though it was them that i got it from... ridiculous
customer service wise, it took 3 attempts (around 5-10 minutes on hold each time - 25mins to 0844 is pricey!) for them to finally confirm that they... (read more)
Written on: 04/03/2011
o2 Insurance seemed like an amazing idea when i got my £600 Nokia N900 on contract - After it failed, i was told my phone can't be replaced because thee insurance is void, on asking why they said - 'I'm not sure', which prompted a call to the line manager who told me they have a backlog of queues in the call center and promptly cut me off. I never managed to get in touch with them again as they track your number and don't answer if they owe you a big money payout. Don't ever get a policy... (read more)
Written on: 23/02/2011
Claimed for cracked screen on i phone 3, charged £50 excess over and above my monthly insurance, O2 provided a refurb 3g that failed after 2 days. Phoned to complain and as a courtesy for providing a refurb 3 that wasnt fit for purpose they said they would provide a brand new 3gs, they then proceeded to send out another 2 x refurb 3s despite categorical reassurances the 3gs was on its way. After waiting in for my new fone it never appeared, when i called to complain they told me the brand... (read more)
Written on: 10/02/2011
Most disgusting Insurance of all times. Made a claim after paying the premiums for more than 2 years. First they were not sure what was the claim about. Than when they realised they declined it first.
Tried to speak to manager who couldn't sort out anything. Now I am waiting for them to look at it one more time for the 3 time now.
Written on: 26/01/2011
1. They are changing t&c by sending you a letter to you.
2. They might give you a refurbished equipment.
3. They illustrate the t&c in the favor of the insurer.
Lost my iphone 3GS 16gb on January 24, 2010. I was asking to pay the excess fee the same as making claim for an Iphone 4 16gb. And in the end they send me a refurbished one.
The t&c is at http://www.o2.co.uk/assets2/pdf/O2%20Insure%20Premier%20for%20iPhone.pdf
There is no where mentions about Iphone 3gs 16gb. But they... (read more)
Written on: 23/01/2011 by rachael1456 (1 review written)
I wish there was a 0 stars option for o2 insure!!!! I have an Iphone 3gs 16gb. I made a successful claim in store where the handed me the phone to put it through. I was told I would get it on the Tuesday. Waited in all day, NO PHONE. I rang and was told it was ordered from the out of stock (wrong batch) but they didn't let me know. It was then guaranteed Thursday, STILL NO PHONE. I rang and finally got through to a manager who was so rude to me he laughed at me down the phone and PRETENDED... (read more)
Written on: 14/01/2011
SCANDALOUS INSURANCE (GEEKSQUAD)
I Used GEEKSQUAD phone insurance part of Carphone warehouse because they said they cover for LOST and stolen phones which is a complete lie, I was out one evening and lost my Iphone which i have never done before, i rang my insurance and they declined me because they say i left my phone unattended in a public place,WRONG!!! I lost my phone in a black cab, UNATTENDED does not come under the definition of LOST, please correct me if i'm wrong.
MY POINT IS... (read more)
Written on: 05/01/2011
Pile of rubbish, paying £15 a month for cover on my iphone. refusing to pay out after I couldn't find my phone (thought Id left at another house)and because it was over 24 hours and I hadnt reported (even though I did not know at this point my phone was lost) they would not replace my phone.
DO NOT USE THIS COMPANY!!!!!!!!!!!!!!!!!!!!
As an honest person I am disgusted in the service I have recieved and will not be using 02 insurance ever again! (read more)
Written on: 15/12/2010
Not sure why everyone else is having problems sending off forms and suchlike, i even got through to the insurance department being on hold for a magical minute!
anyway, i dropped my dell streak and it broke the charger. rang up the following day, the person i spoke to was brilliant with me, chatty and kind. Told me everything i needed to know, clarified the £25 surcharge onto my bill, and informed me it should be here within 2 days! I'm paying £10/M for my insurance, only because the phone... (read more)
Written on: 14/12/2010
they have got to be the worst insurnace company ever i have had 3 replacment phones from them know all fauty and all they can do is say i can complain but it take about 4 weeks for it to be looked into and in the mean time i have got a phone that dont work to make matters worst they have been sending me replacment but dont ever deliver it on the day they say they will or both to contact me to let me know they are having problems i pay o2 45 pound a month including my insurance and for the... (read more)
Written on: 13/11/2010 by amanbhatia123 (2 reviews written)
I lost my mobile in University library and call to O2 service centre last 10 days and they told me we will contact with you next 72 hrs but after 3 days when I haven't get any call I tried again to contact with O2. but after long waiting time I cut phone my phone because I called from mobile which is very expensive for me. After 10 days I contacted with O2 insurance company and they told me we will not pass your claim because you lost your mobile in campus. Its 24 months contract and 20... (read more)
Written on: 28/10/2010
o2 insure are a pile of rubbish. Just to let all you out there complaining about waiting 10 days for your iphone 3gs know, Ive been waiting 5 weeks. The phoning them every week to make sure they haven't lost all my details AGAIN is getting boring now. I had the same problem a few months ago when they said they were out of stock because of the volcanic ashes and it took 2 months to get my new phone. Some woman in customer services tried telling me today that this was a problem they have never... (read more)
Written on: 21/10/2010
After paying stupids amounts of money each month £15 a month and having to pay a £25 excess fee, O2 have mucked me about for weeks. I made a succesful claim however four weeks on and only now have i got an answer. I have spent over 20 hours on the phone majority of it on hold. i have been told plenty of times that they would get a manager to call me back after the people at O2 insurance have no answers. the iphone is out of stock and they are getting in a shipment however they do not know... (read more)
Written on: 19/10/2010
Total bull, a year and a half paying insurance and much like everyone else been completely let down by these mugs. A one star overall rating is far too much for these idiots. O2 GTF (read more)
Written on: 18/10/2010
I feel reluctant to even give o2 one star for their shocking customer service. It's been over 7 weeks since my insurance claim was accepted, but apparently they're "still out of stock". No one can give me a straight answer! I think it's time to contact BBC Watchdog - maybe that way something will get done? I'm absolutely livid. (read more)
Written on: 14/10/2010
Been waiting over a month to recieve my Old for New 24 hour replacement phone, what a total waste of £15 a month!!!!!! (read more)
Written on: 13/10/2010 by jadiemay (1 review written)
i am actually waiting on hold AGAIN to o2 insurance, i HATE O2, its the worse phone company ever, i lost my iphone three weeks ago and i have spent every other day on hold for forty mins or more to be told my claim is going through but the iphone is out of stock. i have paid premier insurance on this phone for a year and a half and get treated like this!if your thinking of going with o2, dont! ps. they just hung up on me because their offices are now closed, what a joke! (read more)
Written on: 12/10/2010
Same as everyone else, new for old but because 3gs is out of stock i am left without a phone or altertive although i pay 15 per month.
Poor service logged complaints at high level to no avail.
Bbc watch dog are now taking complaints on this people, take the time to let them no your story.
also share experince with other o2 users with a insure issue
http://forum.o2.co.uk/viewtopic.php?f=25&t=53111&start=15 (read more)
Written on: 10/10/2010
I have been waiting 2 weeks for a new iphone. Aparently I am being sent txt updates as to when they come back in stock. Useless as I have no phone. They cannot sent me updates via email, yet I get an update saying my bill is due to be paid. Was also advised by an 02 advisor that pay as you go phones are cheap now a days why don't I go and buy one in the mean time to use. Don't bother going to 02 store to get loan phone, no one has any. I hate 02, I hate the insurance. As soon as my contract... (read more)
Written on: 08/10/2010
Waiting 12 days for my Iphone 3GS, but I doubt it will ever come. The only correspondence I get is a text every few days saying the same thing- OUT OF STOCK! Previously I got a text saying that the phones had been discontinued. No alternative have been offered, and I have lodged a complaint and will seek compensation for the time spent without a phone. I'm essentially on a sim only plan- but paying double the money.
Overall- get insurance through your bank, as you also get other benefits... (read more)
Written on: 08/10/2010
I have been waiting for a replacement iPhone for 3 weeks now. o2 will not tell me when I can expect a new handset, nor will they let me terminate my contract without charges of £280. I am handcuffed to a contract, which I pay a higher than average monthly premium, because of an expensive handset.
o2 mistakenly let their customers know that the iPhone 16g3GS has been discontinued, so it's not likely to come back into stock is it?
They have also informed me that their no chance of an... (read more)
Written on: 07/10/2010
i losted my iphone 3gs 16g, i had insurance with o2 made a cliam and it got accpted but whats the point of having premier insurance its been a month they saying its out of stock realy annoying (read more)
Written on: 05/10/2010
Lost phone, claim was accepted. Waiting 10 days for a phone, nothing. No offer of replacement and was told by agent that they may never get stock and the management are stalling because they do not want to pay out for an upgrade or cash alternative.
DO NOT BUY 02 Insurance, the new company (ACE Ins ) are useless and the call centre ( TLC ) and useless.
My Insurance promises a replacement or alternative if not available and they are using every trick in the book not to keep to contract. Last... (read more)
Written on: 04/10/2010
Cannot imagine a worse service. Not worth anything. I signed up for a 'new for old 24 hour' premier policy. I have been waiting 17 days and now they say they will try and get me a refurbished phone. You spend an hour on hold before speaking with anyone. They have lied to me (on numerous occasions) about stocks and availability. Still no phone in sight. They even tried to void my policy on a frivolous technicality (which was there own fault).
Buy your insurance elsewhere! They take your... (read more)
Written on: 03/10/2010
O2 insurance, what a waste of space. I accidently cracked the screen on my Sony Ericsson W850i. I eventually managed to get through to the claims dept after being on hold for hours & being disconnected quite a few times. My claim was approved, with the idiot at the other end ordering a replacement K850i by mistake. I was then told this would be cancelled and someone would contact me within 2 days to sort out a different model, I am still waiting for that call. They never cancelled the K850i... (read more)
Written on: 27/09/2010
From what I've seen 02 Insure were quite good. My HTC stopped working the screen was going blank for no reason and couldn't use half the time. Called the insurance department to make a claim. I was told by the agent that if there was no incdent of damage that I would need a damage report because it sounded like a warranty issue. Had my phone looked at by the warranty turns out there was liquid damage in the phone, store said that it might have been condensation. While I was waiting for... (read more)
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