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Claim my insurance

RodineyReis
Level 1: Joiner
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On the day 7 December had an accident with my phone and contacted the service customer 10th to make my claim. Couldn't I helped eventually turn off the phone. In the 18th December went to a store your and asked helps an employee, which contacted new customer service.
We had 1 hour to speak with 4 employees different: Rachel, Johnson Matthew and Laurie. After an hour the call was again off and not resolved anything.
I'm desperate because I want to do the claim of my safe and your customer service does and off the phone. What I do?
By phone is impossible nor the staff of your store succeeded.
Thanks

Message 1 of 11
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Cleoriff
Level 94: Supreme
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Hi @RodineyReis

You have to keep persevering with customer services really https://www.o2.co.uk/contactus

If they are no help then make a complaint https://www.o2.co.uk/how-to-complain

*The Game Is On*

Girl in a jacket
Message 2 of 11
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MI5
Level 94: Supreme
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If your insurance is with o2 you should be connected to Brightstar when your call.
Dial 202 and say “insurance claim” and your call will be connected.
I don’t understand the difficulty unless of course you aren’t paying for o2 insurance?
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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 3 of 11
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Cleoriff
Level 94: Supreme
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@MI5

O2 insurers are now Telefonica Insurance (since March 2011)

 

For policies purchased after 1 March 2011

O2 Mobile Insurance is underwritten by Telefónica Insurance S.A. UK Branch
Their UK address is: 260 Bath Road, Slough, Berkshire, SL1 4DX.
Their Registered UK Number is FC029774.

 

https://www.o2.co.uk/shop/services/mobile-insurance

*The Game Is On*

Girl in a jacket
Message 4 of 11
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MI5
Level 94: Supreme
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My screen replacement was handled by Brightstar last month so maybe use different underwriter’s for different policies?
Either way, I went straight through to the relevant claims dept and it was all dealt with inside 10 mins slight_smile
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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 5 of 11
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Cleoriff
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I just can't understand why @RodineyReis is having such a problem then. Both with CS and the shop.

Someone doesn't seem to know what they are doing.....

*The Game Is On*

Girl in a jacket
Message 6 of 11
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MI5
Level 94: Supreme
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I can only assume not actually insured with O2 as I mentioned?
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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 7 of 11
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Anonymous
Not applicable
This post to me implies that they have insurance but it’s not with O2 I think
Message 8 of 11
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MI5
Level 94: Supreme
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Could be.....
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:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 9 of 11
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Cleoriff
Level 94: Supreme
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Until they come back we will never know. I certainly can't understand why the OP is calling O2 and going into O2 shops if they aren't insured by them.

Just a guessing game at the moment....

*The Game Is On*

Girl in a jacket
Message 10 of 11
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