Solved: 02 insurance

Anonymous · ‎05-05-2014

i have made a claim for my phone and its not in stock i was offered a different phone but of less value ie i have a note 3 but offered a galaxy s4 it should be my choice if a phone is not availible?. there is no answer to when the phone will be back in stock. i was sold the policy on next day replacement in the event of a claim.

MI5 · ‎05-05-2014

Although sold by O2 it's not O2 who Insure.
The insurance company carriies it's own stock of replacement refurbished handsets which are completely independent of any stock that O2 hold, therefore, they will not be able to supply one from O2 directly.
Another reason why I never waste money on insurance for phones....

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)

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Anonymous · ‎05-05-2014

They should provide the same phone or if it's no longer available another of the same spec and value.

Are they only offering the model you state or have you looked at alternatives and ask if one of those can be supplied. It does not cost to ask !

It may be just a be patient and wait if your set in getting a direct model replacement.

Anonymous · ‎05-05-2014

Hi leesolly and welcome to the Community.

Given comments on another thread a few minutes ago I would personally hold out for a straight replacement. It shouldn't take them long to get stock. I would not downgrade to an S4 (I have used both recently and do feel IMO that you would be downgrading).

Appreciate comments about next day cover but if they haven't got it you can't have it. You might even get a discount or compo for them not having it in Stock.

Anonymous · ‎05-05-2014

only the s4 was a given option i want a direct replacement but i can see it taking weeks not days. as the phone was not in stock though surely my choice of replacement should be granted?

Anonymous · ‎05-05-2014

Ok.

They should IMO listen to your choice but are not obligated to supply what you want.

It has to be of similar specification.

Do you have a phone whilst your waiting ?

Anonymous · ‎05-05-2014

I wouldn't accept a downgrade to an s4 I would ask to speak to a manager and escalate the case they should be able to give you a note 3 or the money to buy one as far as I'm concerned

The note 3 is showing as in stock on the O2 website I would put that to them as there's no reason not to supply one if it is in stock

Anonymous · ‎05-05-2014

As your insured phone was a Note 3 them a straight swap is what you have a right to expect.

jonsie · ‎05-05-2014

The phone is still available so hold out for a straight replacement. It would be different if the phone was out of production but this is not the case.

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Anonymous · ‎05-05-2014

screen is cracked but yes i have a phone. problem is if the screen stops working while waiting for a replacement i am then stuck something my insurance should of replaced next day not leave me hanging because of stock.

Anonymous · ‎05-05-2014

The phone is in stock on the website demand they replace it with one from stock you've waited long enough already

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