02 insurance for cracked screen on Samsung S7 Edge

[Pinklily]

Rang 02 insurance today, with a lot of checks on when and how, and changing of who I was talking to.  I was told that my phone would be collected tomorrow by DPD.  I was told that I would receive an email so that I could print out the postage label. 

How do I get the label and when do I receive the replacement phone, really was not explained properly.

Will I just hand it over and hope for the best.  I did get a text saying it would be collected tomorrow, but no label to be printed out.

any ideas?

[Cleoriff · Accepted solution]

Hi @Pinklily I think you will find the courier DPD ..usually brings the label with the bag to put the device in

https://www.o2.co.uk/help/digital-services/o2-insurance

[Pinklily]

thank you, so I don't need to package it at all.

[Cleoriff]

You can package it ...but the jiffy bag will be given at the time of pick up.

Make sure you enclose the details required on the claim form so they know who the phone belongs to..

[MI5]

You only get a label if you are posting it yourself, otherwise the courier will have the bag to put it in.
I suggest you wrap it in bubble wrap yourself to protect it and take photos of it's condition before handing it over.

[jonsie]

Don't forget to remove your simcard before  you hand the phone to the courier. 

[Pinklily]

DPD arrived to collect phone, no bag, but they do the labelling. what happens next?

[MI5]

The phone goes back to O2 and gets assessed against your claim.
Did you take photos and wrap it in bubble wrap as I suggested last night?

[Marjo]

Hey @Pinklily, please do let us know how you're getting on with this.

[Pinklily]

will do. thought I would be entitled to the free screen replacement, but seemingly I am not on the right tariff and I am so loyal to 02 that I have stayed with them too long  Tariff was taken out over a year ago.

I would also like to know when I will received a phone that I can use whilst mine is in for repair, as I was told I would be told when and if my claim was approved.  Nothing yet: