Orange Mobile Phone Insurance www2.orange.co.uk

It’s not often I have something nice to say about a multinational but I’m so glad got orange phone insurance. between my girlfriend and I, we pay €24 a month on it which I thought was pricey when we were sold it. We didn’t know whether to take it or not but as we were getting the iPhone 8 and galaxy s8, by far the most expensive phones we’ve owned, we decided to go for it. 15 months later I’ve paid €360 in monthly fees plus 3 excess charges totally €180 and got three phone replacements. So a total of €540 paid for three phones probably costing a total of €1500 (more actually, a new phone even now is €690).

And the service has been genuinely amazing. In the last 15 months I had my iPhone stolen, then my girlfriend cracked her screen on her galaxy, then recently, I dropped my iPhone and smashed the back and it stopped charging properly. All three times, I’ve just had to fill a fairly simple online form (when it was stolen I needed a police report too) and within a day, someone emailed back telling me they’ll send a replacement. Within 1-2 days someone had come (to whichever address you say, for me my office) picked up the old broken phone and handed me a new phone.

Honestly I never bother with reviews - i just made this account specifically to leave this one - honestly am so glad I contracted the Orange insurance. If you have an expensive and you are accident prone it’s honestly a no brainer. Such peace of mind.

Orange France - I have never known such bad service. As with some other reviewers, I have paid insurance for several years and have been a good customer. I broke my phone over 1 month ago. Since then Orange have sent me a non functioning phone as a temporary replacement (I was told this was 'not unusual' when I called them), been obstructive and evasive with email and telephone communications, and the situation is far from being resolved.

Grateful for advice on how to make a claim.

Paid £12 a month orange care,, developed a fault and was very pleased that oranges told me thy would replace my iPhone with a new one (had £50 excess!) 2 weeks later iphone broke, called again they replaced it and 3 weeks later this broke! I called and they told me that I have only received refurbs as they only do this, if they run out of refurbs then they send a new one! And the refurbs only have 24hr testing. This will be the 3rd refurb. I have paid £288 in insurance, £50 excess for 3 refurbs and I was told that u MUST take the insurance. Don't take orange care!!

I was mugged very recently whilst stumbling home from a work night out - a stranger in distress asked to use my phone for an emergency and subsequently ran off with it.

Orange claim that this thief was technically an "Authorised User" and so they do not recognise it as theft - despite the police report stating quite the contrary.

This is a despicable way to treat a customer of 5 years, especially when I am paying £12 a month for cover against theft. I have appealed the decision and am awaiting feedback as to whether I will actually get a replacement, which at this point seems highly unlikely. If I had spilled a cup of tea on my phone it would be fine, but having the phone forcibly stolen from me is not grounds for a replacement.

Read the small print people, they will try and worm their way out of absolutely everything!

I have been an Orange customer for 23 years with an annual spend of c£4,000. I should be one of their best customers

I had two iphones stolen from my locked locker at Virgin Active gum in Canary Wharf last week. A vert simple case of theft.

Despite having submitted a written claim form, numerous police reports, a letter from the gym manager, Orangecare still can't say when my claim will be assessed - and this after a week.

Every time I have called I have been treated with extreme rudeness, indifference and inconsistency.

Rather than making it easy and efficient, they have made it unpleasant and hard. As yet, I have no idea when my claim will be assessed, still less when I might receive replacement phones.

My business depends on 24 hour a day contact with my customers. Now they can't do that.

I would strongly advise against using Orangecare. The £13 / month charge is expensive and they seem to go to every effort to delay processing a claim and look for every reason not to replace their customers' lost, stolen and damaged phones.

Rather than helping their customers, they are rude and insulting.

Andrew from London

(Happy to supply full name, address and contact details)

I am having more problems now to be honest I dropped my phone, I have cracked the screen.

I called Orange to speak about my insurance as I have the orange care after waiting on the phone for about twenty minutes the man on the phone told me that my HTC8X may not be covered as they have on record for me a blackberry phone which was my old phone

They have promised to call me back in the next 48 hours as the man has had to escalate my inquiry as he has said you have continued paying but not for the right phone.

I am just confused as I thought Orange would have know what phone i have as i did upgrade.

I just feel it is very unfair as though i had cover and continued to pay and think this should have been changed over automatically.

A complete waste of time having this insurance.

I have gone through 5 Samsumg Galaxy S2's within 2 months.

The first one didn't last 24 hours as the phone kept on turning itself off. This happened three times within the first 4 hours. The second replacement had the same problem as my original phone that it kept losing signal 2g 3g bluetooth and wifi. The third and only phone that did work to my amazement was the wrong colour so had a white back cover but a black phone so they sent out another phone. The amount of effect I had to do to get that one sorted was poor as the Customer Service people couldn't understand that it should be a white phone and I had to go into an EE store for them to confirm it was infact black. The replacement white phone lasted a month and then decided that the microphone would break so no-one could hear me. My latest handset lasted 1 week and now on calls it will just go dead I can't her the other person and they can't hear me, but the call is still active. Still not heard anything from the complaints team for over 3 weeks. Living in hope though.

Being new to Orange i read alot of reviews after taking out Orange Care none of which were particularly positive, i read tales of claims not being accepted and refurbished, damaged handsets being sent as replacements - so imagine my horror when i got home from a birthday meal to find i'd lost my iPhone.

Rather dubiously I called Orange care and after a 20 minute wait (due to staff training apparently) i finally got through to a customer services rep, well i can personally say i couldn't fault orange, after running through details of where and when i lost my phone i was told my claim was accepted. Orange restricted my lost handset and within 24 hours i had a brand new iPhone delivered to my door at a time suitable to me.

So please don't believe the horror stories you read - orange care really aren't as bad as they seem.

In the past i had found the orange insurance really good, but this time i've had constant issues with it. Trying to make a claim for a faulty phone and not near getting a claim with them because they cant/wont diagnose the problem, i've been without a phone for 3 days now and will be for at least another 2 days. Not the type of service i signed up for!

3 hours of phone calls at my expense, havent even got to the stage of getting a claim form yet. Happy to take your money give you nothing in return. Appauling