Replacement Phone but Broken Phone not Collected

[ng93]

I contacted O2 to put in an insurance claim last Friday because my microphone is broken. I was under the impression that DPD would collect my phone then give me a replacement phone to use whilst my other is inspected. However, a DPD driver came today, gave me a replacement phone but did not collect my broken device.

Is there anybody out there who can clarify the situation as I am unsure if the device delivered today is on loan or a replacement for my broken device.

Thanks.

[MI5]

@ng93 

Usually it's a doorstep swap but O2 may require you to post yours back to them.

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.