Switch up but had phone stolen during the pre-order, now saying insurance is void?

Javen99 — Mon, 13 Oct 2025 16:52:30 GMT

So a few weeks back I did a switch up and pre-ordered the iPhone 17 Pro Max and the plan was when that arrived I would send my 16 Pro Max back and then do a switch up. So fast forward a couple weeks and I went to a gig and got my phone stolen, "not a problem" I thought (well not a big problem) I'll claim on my insurance I've been paying monthly for the past year....wrong, after 2 hours of back and forth they told me since I had initiated a switch up the insurance was transferred to my new phone...my new phone that isn't in stock and hasn't been sent nor have I received yet, so my recent bill I paid insurance to insure which phone exactly? for what?

Has anyone had or heard of similar situations before? im waiting for a call back from escalations team in 2 days and am currently without a phone and expecting them to try and screw me over so im prepared to have to rip into them because legally this surely can't hold up, I didn't ask to transfer the insurance and even if that's something that is done surely you wait for the person to receive and accept the phone before doing anything while I still have (or did) the phone i'm paying to insure, so until the new one arrives I have insurance to cover loss or theft.

Re: Switch up but had phone stolen during the pre-order, now saying insurance is void?

gmarkj — Mon, 13 Oct 2025 17:02:14 GMT

Might not help directly @Javen99 , but if you have a paid for bank account there might be phone insurance included?

Re: Switch up but had phone stolen during the pre-order, now saying insurance is void?

Javen99 — Mon, 13 Oct 2025 17:30:04 GMT

cheers for the suggestion, I have club Lloyds but its the level above that offers phone insurance 😞 if only I paid £5 a month more, still hoping o2 can sort it from what I can see my bank doesn't cover it

topic Switch up but had phone stolen during the pre-order, now saying insurance is void? in Discussions & Feedback

Switch up but had phone stolen during the pre-order, now saying insurance is void?

Re: Switch up but had phone stolen during the pre-order, now saying insurance is void?

Re: Switch up but had phone stolen during the pre-order, now saying insurance is void?