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Bad customer service with insurance claim

Level 1: Joiner
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Hello today I tried to make a phone call to sort out an insurance claim as I broke my phone and have been paying insurance every month. I was made aware the lines were open from 9am-7pm. I started phoning at quarter past 6 and wen trying to get an email with a code the o2 employee asked me to get the line ended somehow. The 2nd time the line ended again randomly. The 3rd time I got a hold of someone again and when I asked to make a new claim I was told that they are closing now and can't take my claim right now and to phone tomorrow. I was trying to phone for a half an hour only to be told to phone again tomorrow when it was only 6:45pm meaning they had another 15 minutes to easily handle my issue. It is hard enough trying to live day to day and job hunt without a phone but the customer service was despicable and lacked any respect. Please can someone with sense help me.
Message 1 of 4

Level 94: Supreme
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You'll will need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can and they are open 8.00am to 6.00pm tomorrow.

They are also open until 8.00pm today.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 2 of 4

Level 94: Supreme
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Calling customer service can be some what of a lottery these days

Good luck @Travis_Rattle 

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Level 61: Brainiac
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That sounds odd, as Customer Services don't close till 8pm if you are calling the normal customer services number. i would dial back on 202 or 0344 809 0202 and speak to another agent.

The only Customer Services numbers that close early are Business and Platinum customer services (number ends 402).
Current Phone: Motorola Razr 5g
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

We are all customers and dont have access to any o2 accounts

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