If you have o2 Insurance- you need to shop around!

[Anonymous]

I just wanted to give some of you out there an idea of what you will be dealing with if you have O2 Insurance (or even premier insurance as I do) and have to make a claim.
I have been waiting nearly 3 weeks for my replacement. When I was sold the insurance I was promised a new phone within 24 hours. They are now telling me they have no time scale to get me a USED phone. They have basically admitted that they change the terms and conditions to suit them.
My claim was approved immediately but they have tried to weasel out of it on technicalities. Their staff are the most unhelpful lot. It takes an hour to get through to customer service. They never call back when they say they will. O2 will not intervene- saying it is another company at not their business any more.
Their monthly premiums are about double or triple what is out there from competitors online. They have also increased their excess 400%! This is the worst value for money service I have ever experienced.
So unless you would like to spend you time phoneless in an endless daily battle with a customer service drone I would urge everyone to shop around, save money and your sanity!

[Anonymous]

There is interesting info here:
http://www.moneysavingexpert.com/insurance/cheap-mobile-phone-insurance
The difference you can save in a year is £120 by going elsewhere. And you actually might get something in return for it. As it is I might as well have flushed the monthly premium down the toilet.
Seems I am not the only one. http://web.me.com/sabz/Site/Blog/Entries/2010/7/5_o2_Insure_Premier_Customers_Face_Hell.html
Maybe one of these days O2 will realise that this insurance company is costing them business.

[adamtemp64]

I agree we have 3 iphones on our business contract and ditched o2 insurance last year.
We insure now on our business contents insurance and ok it has a £100 excess but all 3 iphones only added £30 a year to the policy.
If the iphone is just damaged (including water damage ) apple will do out of warranty replacement for £139 so if damaged we would just go to apple but if lost claim on our business insurance.
Iphone insurance at £15 a month would now cost us £540 a year so we could replace damaged handsets at apple 3.66 times with the saving (£510) we make with no excess (or risk insurance goes up next year).
And we have not claimed this year or needed an out of warranty claim so we are £510 better off this year (could buy an iphone 4 16gb sim free from apple for that saving)
I think people need to look at home contents and bank accounts that offer mobile insurance and weigh up the benifits and pitfalls but as the o2 policy is nolonger next day new replacement with a high excess increasing with each claim there has to be better options out there.

[Anonymous]

It keeps getting better. I upgraded my phone in March, and have now just been told that I am paying for my old phone and my new phone. So I am paying double insurance and getting ZERO insurance! I wonder if O2 double dipping anyone else . . . .

[Anonymous]

complaintreviewservice@o2.com

[adamtemp64]

full info on crs and what they need http://tinyurl.com/3y25pmn

[Anonymous]

Does anyone have O2's OLD premier insurance policy t and C's? I didnt keep it as never thought I would need them (ooops)!
Talked to a rep from o2 insure yesterday who asked if I had the old terms- then said 'well, there is nothing in there that would promise a new phone or an immediate delivery.'
Cheers

[adamtemp64]

I have the booklet and key facts leaflet
What do you need
But key facts says new but apart from non uk replacement there is no timescale

[Anonymous]

does it have anything in respect to 'new for old' or amount of time for delivery?

[Anonymous]

Also, if you have upgraded your phone- check to see you have not been charged twice for insurance (as I was). just found out they owe me £50 in back charges. Crooks!