o2 iphone insurance

[Anonymous]

hi there 1st post here so lets go

went off on holiday over a month ago came back reported my iphone volume switch has came out (iphone 3g 8gig) over 12 months old
got the insurace £10 a month

o2 insurace accepeted the claim , but they dont have any phones in stock

this has now been going on for 2 weeks , and got a snoty letter back off them this morning saying tough we dont know when we are gettiing them in stock ya just have to wait (words to that effect)

not happy in the least

i asked for the new 3gs , they said no straight away

i pay all my bills ontime (DD) so thay cant throw that back in my face

any help guys nd no i`m not bothering with the ombudsman (waste of time)

[Anonymous]

he asked me where did it say new for old i said page 3 , he said thats about bluebook, (seems like he is looking at the new t&c)

Blue book as in the web based backup service? I would love to here how new for old works with that.

[Anonymous]

It does state the calls are handled by the listening company or something like that

[Anonymous]

funny thing about it the bloke said call complaints up on 08703331685 , i said

emmmm thats the number i`ve called u on (was funny as hell)

[Anonymous]

ok just recieved a call from a mr ******* (name witheld on here)
the same person thats handling my claim (claim manager)

he agreed 100% its deffo new for old and fully appligised for being messed around
i said right whats going on , he said i`m going to tell u everything we know at o2
we have been instructed by ace to issure recon phones , we then said thats fine what about people with new for old contracts , ace reply is we will cross that bridge when we get to it
he then said we told ace a descion has to be made in 4 week as thats the regulations , ace have still not back to us(o2) to decided what to do with people thats got new for old contracts

he said all you can do now is just hang on and hopefully we will have some word back from ace by the end of the week

at least now i know they are admiting it IS new for old for people on old contracts

[Anonymous]

They won't even take my claim today. I'm getting a call back within 48 hours.

Bring back Marsh!

[Anonymous]

got to give it to them i did get that call back within 10 mins

[Anonymous]

They won't even take my claim today. I'm getting a call back within 48 hours.
Bring back Marsh!

thats what happened to me at first, used some ******** about a powercut

[Anonymous]

what is the insurance phone number ?

[Anonymous]

what is the insurance phone number ?

they wont even talk to you unless you phone O2 customer service first

[Anonymous]

It does state the calls are handled by the listening company or something like that

Yea that the call centre lot AKA O2 insurance.

It seems a really weird set up to me you have O2 who then pass you to O2 Insurance which you would think would either be another O2 department or a ACE call centre but instead its the listening group who seem to act as a middle man for ACE.

All this means is that when you hit a problem you can't get in contact with some one to get a strait answer which seems like pretty crap customer service IMO