Orange Mobile Phone Insurance www2.orange.co.uk

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Orange Mobile Phone Insurance www2.orange.co.uk
★☆☆☆☆
1.4
14.0% of users recommend this
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Latest Reviews

“Really happy - surprised by so many negative reviews!”

★★★★★

written by rajjhangiani on 06/03/2019

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.

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“Orange France - I have never known such bad service....”

★☆☆☆☆

written by on 17/10/2013

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.

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“Say no to orange care”

★☆☆☆☆

written by on 23/09/2013

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!!

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“Mugged by stranger, mugged by Orange”

★☆☆☆☆

written by ImTheMug on 09/07/2013

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!

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“Orangecare Terrible Service - Avoid at all costs”

★☆☆☆☆

written by on 05/06/2013

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)

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“Poor customer service”

★☆☆☆☆

written by andy30 on 23/05/2013

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.

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“Nightmare”

★☆☆☆☆

written by MitchCA on 14/05/2013

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.

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Celestial's Response to MitchCA's Review

Written on: 14/05/2013

Useful to know and typical of the poor levels of service provided by mobile phone suppliers. At least they kept swapping the phones. Insurers often send the things off for repair!

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“Don't believe what you read!”

★★★★☆

written by CharliW on 23/04/2013

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.

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Me_Just_Me's Response to CharliW's Review

Written on: 17/08/2013

I lost my phone.. Orange took two days to send me a new one when they did one of the buttons wasn't working so I couldn't put my pin in! I later discovered it was not a new iPhone but a refurbed one! Looked new too the eye. But when I called to say it didn't work they let it slip it was not a new phone! I'm cancelling my insurance and going with my bank! They don't have a stock of refurbed phones so you know you will receive a new one!

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“Dont bother...”

★☆☆☆☆

written by on 30/03/2013

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!

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“Really dont waste your money”

★☆☆☆☆

written by daveemerson on 27/03/2013

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

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“TERRIBLE TERRIBLE TERRIBLE”

★☆☆☆☆

written by on 07/03/2013

Not worth the money. Save yourself the agony of this inefficient rubbish and see if your house insurance covers you. I am so annoyed I have been paying this insurance for months and they still haven't replaced my phone (a week) or even recognised my claim.

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“Avoid at all costs!”

★☆☆☆☆

written by nabilalizai on 20/02/2013

I was stupid enough not to get insurance on my phone, and then it was lost. I then had to purchase a new handset so that I could continue with my contract. This time, I took out Orangecare insurance. I spent about half an hour on the phone setting it up. The man was very helpful and took all of my details. He then found the details of my phone using the IMEI number and even was able to tell me where and when I bought it. He explained that it would take a few minutes and put me on hold. A few minutes later, he came back and said that he had confirmed my handset and that it was now insured by Orangecare. A few months later, I was unfortunate enough to have my phone stolen. I rang up Orange straight away, very glad that I had taken out their insurance. I was told that I was not actually covered as the handset had not been bought from Orange. This was awful, as I could distinctly remember spending a long time on the phone with an orange representative who told me explicitly that my phone was now covered. MORAL OF THE STORY - Don't get this insurance, but if you have to - make sure you down do the exact details of the person you speak to, as it seems like Orange staff are able to get away with lying to customers.

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“what a waste of money”

★☆☆☆☆

written by yeovil89 on 18/02/2013

my samsung galaxys2 stopped charging first i thought it was a fault with my charger i got a new charger unfortunly this did not work either.. when i phoned th helpline they said i could not claim as seven days had passed.. when i sent the appeal i explained i had only managed to get th charger three days previous to making th claim and i could not ring before this due to work commitments. they have now sent a letter saying i cannot claim as i did not notify them within 48 hours... they have said i will need to pqy 250pounds for a new handset which is totally unacceptable. i advise anyone to find another insurance company and cancel your orange"care"

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“A USELESS NIGHTMARE”

★☆☆☆☆

written by on 25/01/2013

Terrible customer service, they don't have a clue. If you are lucky you end up with a new phone 8 DAYS after you reported it was stolen or lost or damaged. Plus you have to pay 25 pounds on the top of your monthly payment. For what? Who knows. When the delivery is arranged you cannot ask to leave the phone with concierge and you have to stay home otherwise you end up pay other 30 quids to the courier. It's a SCAM.

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“Useless”

★☆☆☆☆

written by Spitroast on 26/12/2012

Staff on the phone have no clue. They literally follow a computer guide that gets you nowhere. You then end up paying £25 excess on top of the £6 per month for a 2nd hand phone that may or may not be the problem. When it doesn't work you phone them again and pay another £25 excess for them to send you a new battery (which cost £5 on ebay). 5-10yrs ago this insurance was excellent. Now it's just another scam.

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“Orange Phone care or Lack of it!”

★☆☆☆☆

written by JJJB on 19/12/2012

I just spoke to Orange (EE) re my 6 month old HTC One X which is not picking up WI-FI unless next to unit. They inform me I have to pay £25 excess if I want a replacement phone sent out to my home! The alternative is to go to an Orange shop send who will send it off for repair and they will loan me a phone if one is available? So £6.00 per month phone care is now a definite rip off!

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“ 6 weeks 5 broken phones”

★☆☆☆☆

written by on 26/09/2012

I have been with orange for years they used to have good insurance but last month i droped my phone and needed to make a claim, i recived a replacement phone the next day. the phone was broken repeat 5 times resulted in me calling almost everyday for a week finaly let out of my contract. i would not have minded so much if they called me back or offerd some sort of simpathy. i would have stayed if it had happend once , twice probaly even 3 times. what happend to you orange??

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“Sleight of hand on Orange Care?”

★☆☆☆☆

written by on 26/09/2012

On Friday evening we reported my wife's phone lost at her school. We were unable to search her classroom as it was locked over the weekend and were told by Orange to call back after we'd searched the room once unlocked on Monday. She searched the classroom after the weekend but couldn't find the phone so we re-contacted Orange on Monday afternoon. Here's the punchline. Even though we we're told to wait until Monday by Orange, we had now passed the 48 hour deadline for reporting lost phones. Wonderful. Even though Orange had a record of both our call and their advice, they refused to process the claim. Result: Goodbye Orange.

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“Replaced with year old phone”

★☆☆☆☆

written by DFcee on 30/08/2012

I had to attend a training program out of the country for 9 months and my iphone was stolen during the 1st month. I contacted Orange and they said they would not ship a phone outside of the UK - even if I paid the shipping cost. I finally had to make an arrangement with a friend in the UK to receive a replacement phone at my address in London, then pay her to ship it to me. It was a big hassle because I was in a country where international calls were very expensive and I had to borrow a phone each time to make calls to Orange, etc. I was told by Orange insurance that my replacement iphone was guaranteed to be no older than seven days. When I finally received my )no older than 7 days) iphone replacement, it was defective. Orange insurance was no help, since I was out of the country. I called Apple to get technical help with my new iphone and was informed that the 1 YEAR WARRANTY on the phone would expire that week - and asked if I wanted to extend the coverage. WTF? Orange sent me a faulty phone that was a year old to replace a brand new one. I have been stuck with the faulty iphone for almost 9 months now. I hope Orange replaces it with a decent phone when I return to London and I still want one that is fairly new - since that is what I should have received in the first place. Right now my ratings are not very high.

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“Rubbish”

★☆☆☆☆

written by on 29/08/2012

I lost my iPhone at Leeds fest this weekend and called Orange as soon as I got back (less than 48 hours after losing the phone)... Orange then said that I'd have to wait until a claim form arrived, fill it out and then wait to hear back from them. Two days on from calling Orange I still haven't received my claim form and am starting to go stir crazy without a phone... They could at least send me a sim card with my number so I could use it in a temp phone!

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