Insurance Claim Question

[Alyssa]

Hi all,

I made an insurance claim for a cracked screen after my friend managed to drop my phone. I phoned and claimed on Thursday (8th March) and my phone was collected the following day. I was told it would take 3-5 working days and the email I got just before collection said they would tell me when they got my phone and would send me a replacement phone.

It is now Thursday the 15th of March and I have heard nothing from them. I have went nearly a week without a phone which is important for me as I am 19 and work late in a busy city centre and I need to be able to contact parents if the worst was to happen.

My question is: What are the chances I get my phone tomorrow (Friday 16th) and did anyone else have this issue with no body contacting them and giving them updates on their claims?

Sorry it is so long, felt like as much information would be needed to make a proper answer. I have a Samsung Galaxy J5 2017 in for repair.

Thanks.

[viridis]

Have you tried the repair tracking site?
https://o2repairs.sbeglobalservice.com

[Alyssa]

I did try to however, I wasn't given a reference number and there isn't anything in the email they sent me.

[MI5 · Accepted solution]

I’d suggest you call customer service and see if they can chase it up for you.
http://www.o2.co.uk/contactus

[Cleoriff]

@AlyssaI do find it peculiar that you haven't been given a tracking/reference number for your device.

Even worse that you are having to chase this up yourself

I hope when you contact customer services, they are able to give you a positive update on the status of your claim. Best of luck.

[Marjo]

Hi @Alyssa, did you manage to get additional info from Insurance in the end regarding your phone and replacement?