topic Re: Smashed IPhone Screen O2 Insurance Excellent Service in Discussions & Feedback

Smashed IPhone Screen O2 Insurance Excellent Service

Butterflyxx — Mon, 19 Nov 2018 19:46:50 GMT

so 4 months ago i purchased my very first IPhone 6 on contract & i absolutely love the fone so last week it slipped out my hands & i cracked the screen this was on the thursday so i called o2 customer service who said the insurance line closed at 7:00pm but will open at 9:00am so the following friday morning i called them up & they were so helpful so i pay £8.50 a month for insurance & that covers me for any damages like broken screens etc so they wanted a briefe discription of what happened this is phase 1. so i told them i dropped my phone and cracked the screen the very helpful guy on the phone said thats perfectly ok dont panick as you have our newest insurance & are covered so phase 2 was explaining to me that he will send a courier out to my address & collect my smashed iPhone and for a charge of £45 pound taken off my next monthly phone bill i can do a door swap were i hand my old fone over to the courier & get my new one their & then or i could pay £20 & wait 4 to 5 days on my replacement phone arriving so i said ok il pay the extra it was very easy & not stressful at all so phase 3. was i had to do was disable the find my iphone & they send you an email showing you how to do it its very easy & the you take the sim card out & lastly reset the fone completely and back up anything u wanted to keep on icloud i went to an o2 shop because i didnt have a clue how to back anything up & they done it for me then after that i was told to put it in a padded envalope with the refference number that they give to you over the phone & in email & you write it on the front then that was it so the last phase was half an hour after the phonecall i get 2 emails one showing me how to disable the turn the find my iphone off d another sayig my insurance was approved then on the monday DPD courier come gave me my new phone i gave them my smashed one & she also got me to open a jiffy bag she gave me to put my phone in and that was it excellent service very impressed

Re: Smashed IPhone Screen O2 Insurance Excellent Service

dgilbert2 — Mon, 19 Nov 2018 19:53:45 GMT

Hi @Butterflyxx and welcome to the community. What a refreshing change to read some good positive news

I'm pleased the process went well for you.

Re: Smashed IPhone Screen O2 Insurance Excellent Service

Anonymous — Mon, 19 Nov 2018 19:59:25 GMT

If you're happy then i'm happy.

Someone explain to me why you have to cough up for delivery when you're paying a fee per month?

Re: Smashed IPhone Screen O2 Insurance Excellent Service

jonsie — Tue, 20 Nov 2018 02:31:27 GMT

and.....pause for breath....!!

Re: Smashed IPhone Screen O2 Insurance Excellent Service

Cleoriff — Tue, 20 Nov 2018 08:06:20 GMT

@Anonymous wrote:
If you're happy then i'm happy.

Someone explain to me why you have to cough up for delivery when you're paying a fee per month?

This is obviously something new for O2 Insure

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

Though I wasn't aware screen damage was covered?

Re: Smashed IPhone Screen O2 Insurance Excellent Service

MI5 — Tue, 20 Nov 2018 09:09:53 GMT

I didn’t have to pay a delivery charge, nor an excess for that matter.

Re: Smashed IPhone Screen O2 Insurance Excellent Service

Cleoriff — Tue, 20 Nov 2018 09:13:21 GMT

@MI5 wrote:
I didn’t have to pay a delivery charge, nor an excess for that matter.

Why's that? Are you with a different insurance company?

Re: Smashed IPhone Screen O2 Insurance Excellent Service

MI5 — Tue, 20 Nov 2018 09:27:47 GMT

It was the free screen replacement offer on my daughters iPhone.

Re: Smashed IPhone Screen O2 Insurance Excellent Service

Cleoriff — Tue, 20 Nov 2018 09:32:54 GMT

I'd forgotten that offer. Seems so long ago...

Re: Smashed IPhone Screen O2 Insurance Excellent Service

MI5 — Tue, 20 Nov 2018 09:35:41 GMT

Shame they don’t still offer it.

Re: Smashed IPhone Screen O2 Insurance Excellent Service

welshsteve76 — Wed, 21 Nov 2018 09:30:43 GMT

A couple of years ago I had a bike accident and my phone, which was in my bag, got some screen damage when I fell off on black ice. I phoned O2 insurance and they were excellent. I explained what happened and they immediately processed my replacement. I got my replacement phone within a day or 2. So I was very pleased.

This was only the second time I've ever claimed on phone insurance. The first time being with Orange before I joined O2 about 15+ years ago. They give me the 3rd degree, TWICE! Before I eventually got a replacement about 3 weeks later.

Re: Smashed IPhone Screen O2 Insurance Excellent Service

Anonymous — Wed, 21 Nov 2018 10:27:43 GMT

So the higher premium you pay.. the larger the delivery cost. Seems a bit backward, well no.. this is o2 who charge higher prices for the same tariff on more expensive phones..