O2 Insure didn't collect my phone

[Anonymous]

My phone broke two weeks ago and is completly unusable. 

I phoned about o2 insurance, and they said I was covered and someone would collect on Thursday. I gave them my hubbys number as contact details and they promised a delivery slot would be sent by text on that morning.

No text and no collection of my phone.

I keep calling and calling and keep getting cut off!! I've spent days on the phone trying to get hold of them. Spoke to live chat and they gave me an email address o2.claim@2020mobile.com and I've also been emailing complaintreviewservice@o2.com but nothing! I've sent them facebook messages and tried again on live chat but nowt. No one will call be back or respond to my emails. Calling is difficult as I don't have a home phone, so doing so when husband is here, but they keep cutting me off (Happened about 12 times now, no joke) any other ideas??

[Anonymous]

An awful experience but you just have to persevere, keep calling until you get through 

[MI5]

You could try your local O2 shop?

[Anonymous]

Hi I'm expecting my phone to be picked up tomorrow but I'm unsure of what to package it in an what to write on the box/envelope as to where it's going

[Cleoriff]

The address should be covered in your policy?

[Anonymous]

I can't find my policy an there isn't an address on my original contract

[Cleoriff]

Ok...here is a PDF file of the policy

http://static.o2.co.uk/www/docs/termsandconditions/o2_insurance_ti15_04092013.pdf