O2 Incurance

[Dan51]

Dear O2 Insurance Team,

I am writing to express my deep dissatisfaction with the handling of my recent insurance claim. I have now been waiting for over a week to receive a replacement for my iPhone, which is completely unacceptable. Not only has the delay caused significant inconvenience, but I have also been subjected to excessive and unnecessary paperwork — which feels more like an attempt to avoid paying out the claim than a standard procedure.

As a paying customer, I expected a far more efficient and respectful process. The lack of clear communication, unreasonable demands for documents, and the extended waiting time reflect extremely poorly on your service.

I request that my claim be resolved immediately, and I expect a formal explanation for this delay. If this issue is not resolved promptly, I will have no choice but to escalate this complaint to the Financial Ombudsman Service and consider switching providers.

I look forward to your urgent response.

[Enlli]

This is not O2 but a Community of customers 

You will need to contact O2 by one of the methods in this help file

Guide: How to find help & contact O2 

All about insurance

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

[madasaf1sh]

@Dan51 

Unfortunately insurance companies can ask for whatever documentation they deem fit to approve your claim, and this is to protect them from Insurance Fraud, sadly this is getting more and more, and it down to the minority who make fraudulent claims. 

As you have been advised already you will need to follow the complaints process of o2 and the insurers before the FOS will get involved. 

https://o2.co.uk/how-to-complain