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?

[MI5]

The S7 never came with free screen replacement and loan phones are only available from O2 shops so you would need to call in and see if they have one.
There is a £25 refundable deposit on loan phones but it shouldn’t take long for yours to be repaired.
You’ll be contacted with 24 hours usually.

[Pinklily]

this is the fourth day without my phone, and no communication from the insurance, I thought they would let me know if my claim had been accepted, and the phone was being repaired, but no communication from them at all..

[jonsie]

Your best option is to call customer service and ask them for an update.

http://www.o2.co.uk/contactus

[Pinklily]

Hi, got in touch with customer services, and my phone is being processed, so I do not know whether the claim has been accepted or not, it is now 5 days, and I have no phone,or replacement.

What is the number beginning 034 for the insurance company?  I was so annoyed I forgot to note it.

If this happens again, hopefully not will go to local samsung shop?

[MI5]

The number you need is 0344 8090202

[Pinklily]

thank you

[Pinklily]

My phone was collected last Tuesday 13/2/18 at 10.30 am, so I have been 9 days without it. I can only do basic things like make a call on the old phone I have. I have had no updates on the phone, I have called customer service tonight, and they cannot give me an update, so I am no further on. Insurance did tell me when I rang to make the claim they told me I would get emails updating me, but I have had nothing, and am going to make a complaint about the service.

[MI5]

Seen as how they quote a 24 hour turnaround this is very poor service!

[Cleoriff]

@PinklilyI would definitely make a complaint. Appalling service https://www.o2.co.uk/how-to-complain

[Pinklily]

Definitely, I have myself lost in a sea of phone numbers, and when you phone any of them, you seem to get to customer services, and then they give you another number.

Bad service and treatment. Will be making a complaint...asap