useless o2 Insure after iPhone stolen

[Anonymous]

I had my phone stolen around 2 weeks ago, and now have finally got a phone, however it;s the wrong one, and have been told that that is just how it is.

The whole process has been so stressful it has now had me in tears.  First I couldn't get through to anyone and was cut off 3 times after holding for over 10 minutes, then I was sent the wrong sim, then my sim wasn't activated properly and I had to wait for it to be re-activated which took 3 days, then I was told off by the insurance team for taking so long to claim and to top it off they have sent me a used phone that is the wrong colour and apparently I have to put up with it.

I am SO angry because I pay monthly for this insurance and haven't made a claim for theft before, and only once claimed for damage 7 years ago.  I have been with o2 for around 12 years so expect a much better service from them than this.  I complained over the phone and was told that they are not connetced to the insurance team so couldn't help - they could only say sorry.  In my opinion that is just not good enough.

[Liquid]

I was under the impression O2 insurance paid out like for like. Or a superior model if previous unavailable.

Ill dig out the T&Cs but I'm pretty sure they're in the wrong here.

[Anonymous]

Thanks for that, I have been looking everywhere for the T&C's and can't find them.

[Liquid]

Two quick questions.

What phone is it?
Is it the premier or standard insurance you have?

[Anonymous]

It's an iPhone 4 32GB. They have sent me a used white one saying that the black is not in stock.

I have the premier insurance.

[Liquid]

2. Replace the Equipment with a product of similar specification

Really vague T&Cs. Similar means close in nature.

Black and white are opposites not similar:) (might be tough to argue)

Is it the same size?

How do you know it's used?

[Anonymous]

Shame, I'll give it a go.

It turned up switched on with a new plastic sticker cover slapped onto it, that has dirt under it.

I think I'll go with a separate insurance next time!

The amount of money I have paid to them over the years is obscene!

Thanks SO much for your help by the way!

[Anonymous]

p.s. I don't know if it's the same size as I would have to take the plastic cover off and put in a sim etc which I'm not willing to do at the moment.

[Liquid]

Plug it into the computer you don't have to remove the covers or put in a sim. iTunes will tell you the size.

I lost confidence in O2 insure a while ago(O2 subcontract it now)

Hmm if its dirty and a different colour they can't really claim its a similar product. A similar would at least be the same colour. You'd get a refurb but I'd expect it to be pristine.