my insurance cover disappeared

[Anonymous]

Today I've made a call to make a claim, because I broke my screen of my phone few days ago. Surprisinly the advisor said I was not covered longer and my insurance was removed since my tariff upgrade. A month ago I upgraded my tariffs in the store cause my contract expired. But I did not cancel my insurance.. The store leader clearly remembers me, and the fact I was going to keep my insurance and he did not remove it from my account. But it is definitely removed. Automaticly maybe?

I am over already 4 calls and two storage visits, not taking me anywhere. Somehow my cover canceled without me wanting it, or giving/getting notice. After 2 years paying insurance finally once I would have a claim, and there is a mistake in the sytsem somewhere.. Anybody an idea about the next step? Should I keep calling the insurance department?

[MI5]

The insurance has to be renewed as you are insuring a different handset.
This was an error by the sore.
All I can suggest is that you make a complaint and explain what has happened.
http://www.o2.co.uk/how-to-complain

[Cleoriff]

I think most mobile phone insurance companies ask that they are notified if there is any change of circumstance.....a new handset would fall into that category. Annoying though that you were ill advised....:smileysad:

[Anonymous]

Thank you. Looks like this is my only option right now.

[Anonymous]

I've read the terms and conditions and to be honest it is really messy.. It says something about changes of circumstance but also mentions automatic renewal and a 30 days given notice (from both side).

[perksie]

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@Anonymous wrote:
I've read the terms and conditions and to be honest it is really messy.. It says something about changes of circumstance but also mentions automatic renewal and a 30 days given notice (from both side).

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Cover must be updated when you change handset.

Ever tried changing your car without updating the insurance?