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?

[jonsie]

It's quite ridiculous that there is no one in customer service can connect you to O2 Insure. Someone from customer should be chasing them up for this so that you can be at least updated about your claim. Go ahead and make the complaint and maybe the CEO should get to hear about just how bad O2 are treating customers. 

[Pinklily]

anyone got his email

[Cleoriff]

---

@Pinklilywrote:
anyone got his email

---

We are not allowed to give it out @Pinklily. However Google is your friend in this instance. Easily found

[jonsie]

Simply Google CEO O2 for the email address.

[Pinklily]

Do DPD do weekend deliveries to Northern Ireland?  I have now been nearly 13 days without my phone, and apparently it has not been scanned in, the claim was never processed, and the insurance cannot find my phone, so they say they are sending out a replacement phone. I asked them on Thursday, could they not send me the phone to me for Friday, overnight service by DPD.No they ccouldn't as they have not got an arrangement with them for overnight.  And after all it will have to cross the Irish sea????   I couldn't believe it, and still on Sunday I have received no tracking information.  I have complained to the CEO, but you think I lived in Australia or somewhere, we do have deliveries overnight from England no problem.

they said DPD would be using the ferry>>> 

[MI5]

Weekend deliveries cost extra and are by special arrangement, so it's most unlikely that you'd get it delivered on a weekend.

[Pinklily]

They have lost my phone, I think it would be the least they could do?

[MI5]

I agree but I doubt O2 do.