O2 Insurance Lost my iPhone 7

[cottonnbeth]

I had my iPhone broken by accidental liquid damage and contacted O2 insurance the following day and they arranged for my phone to be collected quoting a 3-5 day turnaround. I sent off my iPhone via DPD on the 28th December 2018. I am still yet to receive my new iPhone.

I had a call on 4th January 2019 asking what I'd packaged my phone in, I explained it was an envelope with the claim details sealed with parcel tape, it had been tracked by DPD and signed for by Anovo, I also received a confirmaton text stating that O2 had received my handset and were working on it and would be back in touch. O2 claimed that they had received an empty envelope and the handset was missing and the case was now under investigation. Each time I have called O2, including today, they have told me it would be resolved within 'the next two working days' however I am now coming up to 2 weeks without a handset. If my iPhone has been lost in delivery or in the warehouse then it's beyond my control and I'm getting sick of being fobbed off by O2 insurance telling me it's being dealt with. The phone is beyond repair anyway due to the liquid damage and I need another handset sending out without anymore delays. I'm still paying my contract for the handset as well as the excess being added to the next bill. 

Please help @EmilieT or @Martin-O2

[Bambino]

@cottonnbeth You can lodge a formal complaint using the Resolver website, but if you do, community admin will not be able to assist you. It's a difficult decision that only you can make.

https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services?odm=300_1_1&utm_source=O2&utm...

[cottonnbeth]

Do you know roughly how long community admin take to come back to people like myself and whether or not they will be able to assist?

[Cleoriff]

They normally answer the following day @cottonnbeth

[MI5]

I'm not certain they can help with insurance, can they?

[liggerz87]

Good luck

[jonsie]

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@MI5 wrote:
I'm not certain they can help with insurance, can they?

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I'm guessing not as they haven't acknowledged this thread?

[EmilieT]

Hi @cottonnbeth, I'm sorry to hear you've been having some troubles with your phone and O2 Insure ove the past couple of weeks - I can certainly have someone on our end look into this for you  I'll need a few more details first, so I'll send you a Private Message on the forum shortly!

@Cleoriff @MI5 @jonsie We can definitely try and help in this case, we'll keep you posted on the progress and hopefully resolution