Hi,
I cannot believe how poor O2 Insure has been regarding my situation.
My son's iPhone 6 was smashed and not working. Fully insured and we are 18months into his contract so we contact O2 Insure and they advise to follow the proces return the phone for evaluation. Few days later my son receives a call the phone is 'irepairable' and they will despatch a new one within two days. The next day he receives a call to say 'Find my Iphone' is still activated and the smashed phone and it it needed to be de-activated based on Data Protection issue. He had already de-activated the app prior to sending it in and again checking on his icloud account the phone was not activated but showing on the account. We contacted Apple who confirmed you must remove the device which we done. Got back in touch with O2 Insure and they are saying it is still showing. Took the phone into 02 store spoke with a guru and she removed and confirmed nothing was active. Took the phone to Apple store and they confirmed the same.
Now O2 insure are still showing the deveice on the screen as active after a series of frustrated call I have waited 5 days for a 'Customer Relations' person to contact to advise me of my next steps!! Not sure what they are but this will be something to behold.
This process has taken 6 weeks, the phone has not worked, they are still taking the money and insurance and my son has brought a PAYG sim and topped up during this time.
What a shambles!!!!
Trying to get O2 Insure to discuss with Apple is a joke.
Trying to O2 Insure to admit liability that the phone is 'irrepairable' and they need to replace it
Like many other people we are still paying for an iPhone we cannot use.
I do feel very sorry for the people you contact who hide behind process.
