Proof of ownership of the phone replaced by o2 insurance.

[Gabes7]

I previously had an account with O2 and purchased a device that was insured through it. After it was damaged, O2 replaced it with another phone that has a different IMEI number.

I am now with a different insurance company, and this replacement phone has been damaged again. However, I was never provided with proof of purchase or documentation showing that this replacement device (with the new IMEI) is lawfully mine.

I have already attempted to resolve this through several channels, including visiting an O2 store, but the matter remains unresolved. This is now causing significant problems with my insurance claim and I urgently need O2 to provide me with the necessary proof of purchase for the replacement device.

I'm desperate, can anyone please help?

[MI5]

@Gabes7 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG)  or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

[Gabes7]

I've tried through phone, whenever I'm put through to the insurance team I hear their lines are closed, even though I call on working hours. Even on a store I wasn't helped. The only way might be ombudsman.

[MI5]

You need to follow the complaints process before you can do that @Gabes7 

make a complaint

Customer Complaints Code

[Gabes7]

Well, I've sent a complain email more than a week ago and so far no response. I will follow the process, disappointing that o2 treat the customers this way. Seems the long way might be the only one I might get help.

[Enlli]

Complaints are notoriously slow and mostly nowhere near the time they state