Insurance - given wrong information still in 14 day period should I cancel?

[Grumpytay]

Hi all. I'm a bit miffed with O2. I've been a customer for years and last week bought out my refresh contract to upgrade. I was told by the salesman in the O2 shop that if you take out the insurance and need to use the service it's usually next day replacement for a handset and it would be delivered to the store.
Anyway this swayed my decision and I purchased the insurance based upon this information. Now 6 days later my screens been smashed on my new iPhone 6. I called the insurance team who told me it's wrong information. I have to send off my phone to them for up to a week and there's no next day replacement.
This is not acceptable and as I'm only 6 days into my contract I feel like paying to get Apple to repair the screen and cancelling the whole contract. Is this something I'm within my right to do? I've complained and I'm waiting a response. I don't want to go over the 14 day window however so I want to act sooner rather than later.
The insurance call centre person told me that other sales people have told other customers the same as me to get a sale. It's wrong!!!

[MI5 · Accepted solution]

Yes, perfectly entitled to cancel.
Apple are doing a good deal at the mo on iP6 screens.

[MI5]

https://www.apple.com/uk/support/iphone/repair/screen-damage/

[Cleoriff]

You were obviously misinformed by the salesman about the insurance in order to make a sale. I would complain. Did you get anything in writing or check the wording on your policy?

http://www.o2.co.uk/how-to-complain

[Grumpytay]

It's all sent after the event via email. So no. But that doesn't let them off the hook. Your meant to be able to trust what a representative of a reputable company tells you. If I had not of damaged my screen I may of never found out or worse been locked in a contract.
That's why I believe they need to deal with me asap otherwise I'll take my years of business elsewhere. It's not really good enough.

[Cleoriff]

I totally agree with you @Grumpytay I was just thinking if you had something in writing, any complaint you made would be cut and dried. As it stands its their word against yours which isn't the best place to start.   Go for it though and as said you are able to cancel your contract. Apple replacement screens were on offer last week for £89.99. Best of luck

Just checked £86.44 on the link MI5 gave you. Damn good price actually

[jonsie]

Do you mean cancelling the contract or the insurance?

Cancelling the contract requires the phone to be returned undamaged and in the original packaging. I'm not too sure about returning it with a replaced screen. Very tricky one.