topic Re: O2 mislead me. How can I get my replacement phone? in Discussions & Feedback

O2 mislead me. How can I get my replacement phone?

Anonymous — Sat, 25 Dec 2010 00:52:10 GMT

My insure claim has been declined. I have tried my very very best to call customer service & insure premium team but it was so hard and difficult to reach them. My timing to call in is always busy and no one answer me. So, it caused me to make my claim after 48 hours I lost the phone. Because of my claim made after 48 hours, my claim has been declined and I could not get my replacement phone.
Besides, one of the O2 live chat member told me that they will issue me a new sim card and advised me to call O2 insure after I get the sim card. After I get the new sim card means it's over 48 hours I lost my phone. That is mislead me and cause me can't claim a replacement phone.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Sat, 25 Dec 2010 10:12:14 GMT

There's nothing you can do.
It seems you knew already that you need to make the claim within 48 hours because you were attempting to call them.
You should have had the patience to wait on the line for you call to be answered or, if you'd called after insurance had closed, rang back at the correct time.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Sat, 25 Dec 2010 13:36:04 GMT

Actually I do not know I need to make the claim within the 48 hours. But I still try to call the next day I lost my phone. No one pick up my phone although I called many times.
Is it my fault that make the phone cannot be claim? i really need my phone back. That's my new phone.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Sat, 25 Dec 2010 21:19:53 GMT

Vicky,

You have my sympathies. It is a rip-off condition in my opinion.

Do you have a transcript of the online chat conversation? If not, is it obtainable I wonder?

canwefixit....it is not like you to be so dismissive of somebody. You failed to mention the error of your colleague's advice. Does O2 advise people, as a matter of course, that they have to report in 48hrs, when they ring to "stop" their SIM? If not then perhaps you can suggest it!!
A sibling of mine, until recently, worked at Board level of Marsh, the former broker for O2 Insurance. I am well informed and we are in agreeance that this is just another claims reducer.

You have my sympathy Vicky and I am sure most people on these boards will feel the same. Personally, I would obtain the name and postal address of the Managing Director of the insurance company involved. I would inform him or her that your claim wa delayed as a result of being poorly advised by an O2 Customer Services Advisor. In any event, the delay has not financially disadvantaged them in any way, despite it being a term and condition of the Policy.
The claims advisers are often briefed to try and put you off your claim. Dig in and fight!

Good luck.

af

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Sat, 25 Dec 2010 21:53:42 GMT

Vicky,

You have my sympathies. It is a rip-off condition in my opinion.

Do you have a transcript of the online chat conversation? If not, is it obtainable I wonder?

canwefixit....it is not like you to be so dismissive of somebody. You failed to mention the error of your colleague's advice. Does O2 advise people, as a matter of course, that they have to report in 48hrs, when they ring to "stop" their SIM? If not then perhaps you can suggest it!!
A sibling of mine, until recently, worked at Board level of Marsh, the former broker for O2 Insurance. I am well informed and we are in agreeance that this is just another claims reducer.

You have my sympathy Vicky and I am sure most people on these boards will feel the same. Personally, I would obtain the name and postal address of the Managing Director of the insurance company involved. I would inform him or her that your claim wa delayed as a result of being poorly advised by an O2 Customer Services Advisor. In any event, the delay has not financially disadvantaged them in any way, despite it being a term and condition of the Policy.
The claims advisers are often briefed to try and put you off your claim. Dig in and fight!

Good luck.

af

If you call customer services to report a phone lost/stolen and there is insurance on the account then they'll usually begin the process of getting you through to the insurance team without the customer even mentioning it, you'd be surprised how many customers forget they have insurance.
The reason I'm being somewhat dismissive is I'm very wary of 'incidents' such as this, it's all too convenient that they tried to call but couldn't get through and that apparently a chat agent gave them totally crazy advice. How to make a claim is set out very plainly in the terms and conditions sent out to a customer on commencement of the policy and that are also available online.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Sat, 25 Dec 2010 22:45:56 GMT

If you have lost a brand new phone - one would think you would have made an effort to make that claim as soon as possible.
While I agree that the insurance company have some pretty silly terms; unfortunately there is nothing you can do to change the situation you find yourself in.
In future ensure you are aware of the terms and conditions you sign for when you take out a product or service to prevent such things from happening again.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Sun, 26 Dec 2010 11:36:13 GMT

If you have house insurance then check the t&c to see if your covered.
If not get covered and drop 02's poor excuse for what they call insurance.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Sun, 26 Dec 2010 11:49:21 GMT

Thanks for your advises. I am really upset that because of these kind of policies they declined my claim. I felt this policy is so ridiculous. I can't believe that 48 hours cause things change. I felt innocent in this case. Everytime, I called to customer service operators, they transferred my call to insurance team or gave me the number and asked me to call them back.
I just feel like customer service did not help me lots and misled me sometimes. Wait for their confirmation is really taking long time.
Anyways, Thanks again for your valuable advises. Have a good day.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Sun, 26 Dec 2010 18:48:51 GMT

Hang on.........?
"Everytime, I called to customer service operators, they transferred my call to insurance team or gave me the number and asked me to call them back"
that is exactly what they are supposed to do. And you are supposed to stay on the line, or make the call. So, why are they at fault here?
I have my own views on o2 insure, but I fail to see why you think cs let you down.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Mon, 27 Dec 2010 11:21:09 GMT

Do you know how is the feeling that you have been hold on the line for long time and the phone call is charging. 10 pence per minute. It might be cheap for you, BUT NOT for me. They can just transfer the line and no one answer. I have been hold for 15 minutes.
Besides, i do not know why the number they gave I could not call in. So, is that my fault? My fault to make the claim failed?
I am not blaming anyone. Just want to mention that I have called in but no one answer, so that delay my claim. BUT I do not know the 48 hours policy and that is not a point to decline my claim.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Mon, 27 Dec 2010 15:35:09 GMT

10 pence per minute. It might be cheap for you, BUT NOT for me

Cheaper than buying a new phone though... :womanindifferent:
But in all fairness we all know how frustrating it is to be on hold - but like I said in a previous post...

If you have lost a brand new phone - one would think you would have made an effort to make that claim as soon as possible.

Contact the insurance complaint team and see what they say.
Let us know the outcome too...
Good luck.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Mon, 27 Dec 2010 16:53:30 GMT

For me, if O2 are that helpful, they should make a record on the account that the customer has been transferred to the insurance for claims purposes and that would remedy this 48 hour nonsense.

It is total and utter tripe and I am disappointed in those in here that are patronising the OP.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Mon, 27 Dec 2010 17:15:42 GMT

I am disappointed that ( in this instance) the blame is being apportioned in the wrong place. I think o2 insures exceptions are absolutely ridiculous and grossly unfair. But from what has been written CS seems to have done things broadly correctly, but are still getting the blame. Maybe people don't realise that CS and insure are two entirely separate entities. Like Sellotape says, call insure directly and make a complaint. CS no tes will record when the first call was made and the bars were applied. This should support the OP s position. It's a shame they didn't just stay on the line the first time they were transferred though.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Mon, 27 Dec 2010 17:27:37 GMT

I am disappointed that ( in this instance) the blame is being apportioned in the wrong place. I think o2 insures exceptions are absolutely ridiculous and grossly unfair. But from what has been written CS seems to have done things broadly correctly, but are still getting the blame. Maybe people don't realise that CS and insure are two entirely separate entities. Like Sellotape says, call insure directly and make a complaint. CS no tes will record when the first call was made and the bars were applied. This should support the OP s position. It's a shame they didn't just stay on the line the first time they were transferred though.

If we are to accept the OP is not story-telling then her beef with the O2 CSA on the chat facility is very clear in her original post.
My advice on who to write to is also very clear and it is not O2.
Having said all of this, if the insurance company wave the O2 flag in order to secure business and O2 are happy to receive the kickbacks for having their flag waved, then there should be a way of satisfying the nonsense 48hr rule, stipulated in the terms and conditions.
I personally feel O2 have thad their name as a Network tarnished by their current substandard insurance company "partner". In their first year of business under the O2 flag, they have already earned themselves a slot on Watchdog, however short and lip serving it was.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Mon, 27 Dec 2010 17:39:03 GMT

I agree 100% with your last paragraphs. O2s current insurance provider is complete pants and I cannot think of one reason any sane person would hold a policy with them. Is online chat the same as CS? Maybe but I think of them as separate. If you get transferred to make a claim though and then hang up without getting through, there's not a lot anyone can do.

Re: O2 mislead me. How can I get my replacement phone?

Anonymous — Mon, 27 Dec 2010 17:46:44 GMT

I agree 100% with your last paragraphs. O2s current insurance provider is complete pants and I cannot think of one reason any sane person would hold a policy with them. Is online chat the same as CS? I know from past experience that it is not the same people at all, maybe this is not so clear to everyone.

Being part of a forum can distort our view of real life. We all learn from each other. The majority of O2 customers have probably never heard of sheepdog, Stevey, perksie and prking and what happened to the OP should not be allowed to happen. If a SIM is reported lost or stolen, along with the handset, then the condition should be considered satisfied.
I firmly believe that O2 owe their customers as much, for selling them such a poor insurance product.