Claim my insurance

[RodineyReis]

On the day 7 December had an accident with my phone and contacted the service customer 10th to make my claim. Couldn't I helped eventually turn off the phone. In the 18th December went to a store your and asked helps an employee, which contacted new customer service.
We had 1 hour to speak with 4 employees different: Rachel, Johnson Matthew and Laurie. After an hour the call was again off and not resolved anything.
I'm desperate because I want to do the claim of my safe and your customer service does and off the phone. What I do?
By phone is impossible nor the staff of your store succeeded.
Thanks

[Cleoriff]

Hi @RodineyReis

You have to keep persevering with customer services really https://www.o2.co.uk/contactus

If they are no help then make a complaint https://www.o2.co.uk/how-to-complain

[MI5]

If your insurance is with o2 you should be connected to Brightstar when your call.
Dial 202 and say “insurance claim” and your call will be connected.
I don’t understand the difficulty unless of course you aren’t paying for o2 insurance?

[Cleoriff]

@MI5

O2 insurers are now Telefonica Insurance (since March 2011)

For policies purchased after 1 March 2011

O2 Mobile Insurance is underwritten by Telefónica Insurance S.A. UK Branch
Their UK address is: 260 Bath Road, Slough, Berkshire, SL1 4DX.
Their Registered UK Number is FC029774.

https://www.o2.co.uk/shop/services/mobile-insurance

[MI5]

My screen replacement was handled by Brightstar last month so maybe use different underwriter’s for different policies?
Either way, I went straight through to the relevant claims dept and it was all dealt with inside 10 mins

[Cleoriff]

I just can't understand why @RodineyReis is having such a problem then. Both with CS and the shop.

Someone doesn't seem to know what they are doing.....

[MI5]

I can only assume not actually insured with O2 as I mentioned?

[Anonymous]

This post to me implies that they have insurance but it’s not with O2 I think

[MI5]

Could be.....

[Cleoriff]

Until they come back we will never know. I certainly can't understand why the OP is calling O2 and going into O2 shops if they aren't insured by them.

Just a guessing game at the moment....