Device Plan got renewed after successful insurance claim.

[Anonymous]

Hey all,

Just a quick question. I have tried looking online for similar issues, but could not find anything close.

I had my device plan ending January 2018. Though after a successful insurance claim, the device plan was renewed for another two years.

Now, this is quite a surprise for me, as I was not notified about this, and frankly would have denied the claim if I knew, as I need to pay another £600 for a phone. 

The questions are - is this standard with all insurance claims, and if anyone had had similar issues? Any tips going forward?

Thank you for your time.

[MI5]

No, that shouldn't happen at all. Someone has messed up.
Call customer service to get it fixed and if they can't, raise a complaint.
All contact and complaint details on link http://www.o2.co.uk/contactus

[jonsie]

You need to call them to get this sorted out. An insurance claim should have no bearing on the length of your existing contract at all. Please let us know how you get on when you speak to them. I'm not even sure how a massive mistake like this could happen in the first place. 

[Marjo]

Hello @Anonymous! Sounds strange, sorry to hear about this!  I'm going to send you a quick PM (private message) to get a few additional details to see if we can help in any way.

[Anonymous]

How can a claim get a contract renewed? 

[MI5]

It can't.
It's an error.

[Anonymous]

Someone’s made a big error 

[MI5]

For sure.....

[jonsie]

I'd love to know how someone could make such a monumental error but I bet it takes a lot of sorting out.