How long does an o2 insurance claim usually take?

[Chipsie]

Hello!

I unfortunately had my phone pickpocketed on Saturday. I put the claim form in yesterday (after a helpful lady took the details over the phone - claim form was v short) and I wondered if anyone has any recent experience of how long it might take for o2 to process and send a new phone. They said 2 working days to review the claim - and they are open on weekends. I literally can’t access things because nearly every app I use wants to send codes to my phone to verify I’m me. 

Also it seems o2 and Apple perhaps don’t even stock the phone I had anymore (12 pro max), not even refurb with the memory I had, will that delay o2 getting back to me or should they offer me a different phone straight away? Eg 12 pro (non max). That phone costs less and I’m still paying off the other phone but I guess I would just have to let that go.

Grateful for any advice

Thank you

[madasaf1sh · Accepted solution]

@Chipsie 

Insurance companies have stocks of the iPhone 12's but they will be refurbished and don't come out of o2's retail stock. 

Your 2 working days starts today, as a working week to Insurance is Monday to Friday. 

If you havent heard anything by Wednesday I would give customer services a call.

[Chipsie]

Thank you so much for your quick response! 

[madasaf1sh]

No worries, have a good week.