I use my phone for work so needless to say it is essential to my lifestyle. I have also been an O2 customer for near 10 years. I have never taken O2 insurance but was sold it well when I did my last refresh. Thankfully I did (or at least I thought) because at a wedding the phone was knocked off a table into gravel and the screen smashed. Upon making a claim I was given a horrible £5 Samsung "courtesy" phone and told the phone would be picked up the next day. Three days later and the courier has not come and I am not able to be "mobile" as I can't pick up emails outside the office or house. Granted, the courier is not O2's direct fault but I have now called O2 insurance 5 times and they have not been able to help - including one time when I was cut off and never received a call back. The address for pick up has somehow been changed to some office up the road even though I triple checked it and then when I asked them to chase DPD couriers I was told they had no time because they had to answer other incoming calls and had no time for me.
How O2 can charge a monthly rate to "cover" me is a joke. This is really poor service and a really poor experience. Really I should be reimbursed for the fees I have been paying for this service. I am at risk of losing more money from business than I am buying a new handset and forgetting this thing you believe to be "insurance". Terrible.
