topic Re: Claim my insurance in Other Products and Services

Claim my insurance

RodineyReis — Tue, 18 Dec 2018 18:58:11 GMT

On the day 7 December had an accident with my phone and contacted the service customer 10th to make my claim. Couldn't I helped eventually turn off the phone. In the 18th December went to a store your and asked helps an employee, which contacted new customer service.
We had 1 hour to speak with 4 employees different: Rachel, Johnson Matthew and Laurie. After an hour the call was again off and not resolved anything.
I'm desperate because I want to do the claim of my safe and your customer service does and off the phone. What I do?
By phone is impossible nor the staff of your store succeeded.
Thanks

Re: Claim my insurance

Cleoriff — Tue, 18 Dec 2018 19:18:04 GMT

Hi @RodineyReis

You have to keep persevering with customer services really https://www.o2.co.uk/contactus

If they are no help then make a complaint https://www.o2.co.uk/how-to-complain

Re: Claim my insurance

MI5 — Tue, 18 Dec 2018 19:22:52 GMT

If your insurance is with o2 you should be connected to Brightstar when your call.
Dial 202 and say “insurance claim” and your call will be connected.
I don’t understand the difficulty unless of course you aren’t paying for o2 insurance?

Re: Claim my insurance

Cleoriff — Tue, 18 Dec 2018 19:35:42 GMT

@MI5

O2 insurers are now Telefonica Insurance (since March 2011)

For policies purchased after 1 March 2011

O2 Mobile Insurance is underwritten by Telefónica Insurance S.A. UK Branch
Their UK address is: 260 Bath Road, Slough, Berkshire, SL1 4DX.
Their Registered UK Number is FC029774.

https://www.o2.co.uk/shop/services/mobile-insurance

Re: Claim my insurance

MI5 — Tue, 18 Dec 2018 19:40:24 GMT

My screen replacement was handled by Brightstar last month so maybe use different underwriter’s for different policies?
Either way, I went straight through to the relevant claims dept and it was all dealt with inside 10 mins

Re: Claim my insurance

Cleoriff — Tue, 18 Dec 2018 19:45:43 GMT

I just can't understand why @RodineyReis is having such a problem then. Both with CS and the shop.

Someone doesn't seem to know what they are doing.....

Re: Claim my insurance

MI5 — Tue, 18 Dec 2018 20:15:53 GMT

I can only assume not actually insured with O2 as I mentioned?

Re: Claim my insurance

Anonymous — Tue, 18 Dec 2018 20:30:04 GMT

This post to me implies that they have insurance but it’s not with O2 I think

Re: Claim my insurance

MI5 — Tue, 18 Dec 2018 20:32:13 GMT

Could be.....

Re: Claim my insurance

Cleoriff — Tue, 18 Dec 2018 20:50:30 GMT

Until they come back we will never know. I certainly can't understand why the OP is calling O2 and going into O2 shops if they aren't insured by them.

Just a guessing game at the moment....

Re: Claim my insurance

MI5 — Tue, 18 Dec 2018 20:54:35 GMT

Neither is it difficult to claim and we like guessing games