Insuranve

[Lorraine16]

I have been a long term business customer of 02 for over 20 years. I renewed my contract before Christmas and upgraded two I phones to I phone 15!pros.

unfortunately one handset was damaged on the 12th June so I immediately phoned and requested to make an insurance claim. I have spent days and days on the phone to be told that I do not have insurance cover even though it clearly states on my £200 plus invoices that there is a £15 fee per handset for insurance as there has been every year that I have been a customer, I am being told that I have cover for a galaxy phone that I have never had. I phone customer services and they can’t help…I have put 3 emails into the complaints team and only had automated responses……what else can I do?

[gmarkj]

Have you ever told the insurance that you have a different device @Lorraine16 ?

When you take out the insurance it would be for a specific phone. It would not track that you then get a new one.

You might be covered by a paid for bank account if you have one.

As for complaints, they are taking roughly 8 weeks to process so if your first one has not reached that threshold you will still be waiting. Submitting further complaints (I believe) will reset the clock each time.

[Lorraine16]

Yes I specifically stated at the time of upgrade that I required insurance as I do every time I upgrade 

[gmarkj]

I can only suggest you try again with the insurance part of o2 @Lorraine16 .

Do you have any policy documents showing what is insured?

According to the help pages ( https://www.o2.co.uk/help/digital-services/o2-insurance ), you should be able to check your cover in your account:

It also says that you should be able to make a claim online - https://www.o2.co.uk/insurance-claim 

If you want/need to speak to customer services again, you could try using social media - links are in the guide Guide: How to find help & contact O2