Insurance Claim taking forever

[Anonymous]

So I dropped my iPhone 6 plus in the bath ad also have a smashed screen. I have accidental damage cover on it so got my ex partner to submit a claim for me (he's the account holder). The claim was submitted 3 or 4 weeks ago and we've not heard a thing. He can't be free to contact them all the time due to work, will they let me chase it up since I know all the relevant security info and it's registered to my bank account etc. or should I take it as it's been declined?

[MI5 · Accepted solution]

Chase it up with CS http://www.o2.co.uk/contactus as you should have heard something by now.

[Anonymous]

But can I do that since I'm not the account holder?

[MI5]

If you can pass the security checks you should be OK.

[chrisymon]

Smashed screen was that at the same time or serparate inccident. Plus when you made the claim did you say you dropped it in the bath. This may cause a delay in repair or replacment as your not the account holder that caused the damage think your still covered though looking at the T and Cs . Had the phone been use in the last 14 days before this. Maybe thats why the long delay. 

2. Definitions In this policy the following words and phrases have the meanings set out below Accidental Loss loss of Your Equipment in one of the following circumstances: a. You have unintentionally left Your Equipment in any location and it has then disappeared; b. Your Equipment is in a known location, but You are not reasonably able to retrieve it; c. Your Equipment has disappeared and You are not sure how and Accidentally Lost shall be construed accordingly. Airtime Agreement Your agreement with Telefónica UK Limited (O2) which sets out the terms of the purchase by You of Your Equipment and the provision of airtime by O2 for your Equipment. Claim a request by You for any of the entitlements and benefits under this policy. 5 Damage physical damage to Your Equipment which is either: - caused by an unexpected and unintended incident and/or impact; or - caused intentionally by someone other than you that prevents it from working properly, and Damaged shall be construed accordingly