O2 Insurance and O2 Reputation

[DavidWaldock]

Been with O2 for 18 years. Until last week, I had an iPhone X, when it was stolen by a person on a push bike in London.

I followed the process and my claim with O2 Insurance (administered by Brightstar) was approved last Thursday.

Since then, the only information I've received is replies to my emails. But apparently they can't possibly know when they will have a replacement because that's not how it works.

So apparently, I've been paying money for access to some kind of roulette? I've informed them I consider them to be in breach of contract.

O2 aren't interested. Although their name is on the policy, and you might assume that this brings some kind of reputational damage, they're not interested.

In the meantime, they're also telling me they can't refund the time to which I haven't had access to a phone (currently 10 days and counting) because I can still access my services. This is apparently because they CAN send me a replacement SIM (they haven't) and put it in another phone (which I don't have). Apparently, I could also pay even more money to get access to a loan phone.

Do O2 not understand the impact of bad experience on their reputation? I've been with them 18 years and I need to be persuaded not to take my money elsewhere.

[gmarkj]

Unfortunately replacement phones are normally refurbished ones - either change of mind, or trade ins.
As the iPhone X is both new and desirable, they are not likely to have many to hand.
The best idea is to keep on at them for a replacement, possibly through a complaint.
You can find the details on the "Contact Us" link at the bottom of the page @DavidWaldock.

[MI5]

All we can suggest is that you raise an official complaint.
Try Resolver off this link for best results https://www.o2.co.uk/how-to-complain

[adamtemp64]

Looks like insurance complaints go through the insurance company brightstar https://static-www.o2.co.uk/sites/default/files/2017-10/Mobile%20Insurance%20from%20O2.pdf 

“Complaints
We are dedicated to providing You with a high quality service, and want to maintain this at all times. If You feel that We have not offered You a first class service or You wish to make an enquiry regarding a Claim made on Your policy, please call Us on +44 (0) 344 809 0202 (free of charge from an O2 phone or charged at the national rate from a landline), or write to Us by email at O2customersupport.uk@brightstar.com or by letter addressed to:
O2 Customer Relations Manager, Brightstar Insurance Services BV, Weston Road, Crewe, Cheshire CW1 6BU clearly stating Your name, address, phone number and policy number.
If You remain dissatisfied with Our response, You can approach the Financial Ombudsman Service (FOS) for assistance.
The FOS website can be found at www.financial-ombudsman.org.uk The FOS contact details are FOS, Exchange Tower, London E14 9SR Phone: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk
If You purchased Your policy online You may also have the option to refer Your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. The platform can be found at http://ec.europa.eu/consumers/odr/ “

[jonsie]

Good luck with your claim. Hopefully after the complaint they will source the phone much quicker. any insurance company is only as good as the claims process and many people have found O2 Insure left wanting I'm afraid.

[EmilieT]

Hi @DavidWaldock, I'm sorry to hear that getting your hands on a replacement phone has been so challenging. I've sent you a PM now to get some more info and see if we can help you get this sorted