Replacement Handset From Insurance Claim

[Anonymous]

So I made a claim yesterday for my HTC Sensation that was lost over the weekend, it arrived today so very swift, no complaints there. I had to pay an excess of £25 which isn't too bad seen as it was probably my fault for losing the thing.

When the handset arrived though it wasn't packaged particaularly well (was just loose in a box), looked used or second hand and contained nothing apart from a travel charger that didn't look to belong to the original phone. It also didn't have any memory card, which came with my original phone I beleive (8gb sd card), this was obviously lost with the phone.

Is this now standard with o2 Insurance? I recall claiming a good few years ago now for a new phone and it came brand new, boxed as the original did. Do I have any basis on which to send this back and actually get a new phone, packaged as my original one. I've paid a lot in insurance over the past 4/5 years as a loyal customer and feel a little uncomfortable using a second hand handset.

[jonsie · Accepted solution]

Sounds like a refurb has been supplied. You need to check the terms of your policy as a few people have posted about receiving refurbs.

[Anonymous]

Thanks for the reply jonsie, do you know if there's anyway to access them via my o2? if not I assume I'd need to request them from the insurance team if I don't have them already.

[jonsie]

Not from My O2 but you can check the link in my signature for full information.