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iinsurance- broken screen

EmHizzle
Level 1: Joiner
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Hi,

 

My phone fell from my pocket tonight and the screen has smashed and it's not functioning. I have tried to call customer services to log this and claim on my insurance policy. I need a replacement phone ASAP as I am a doctor and can be called out regularly despite the lockdown etc. When I called customer services it told me my call was not urgent as my device is not stolen.

 

I have tried to get help on the website and it sends me back to customer services which is apparently open til 9pm but then I get the same problem. I really don't want to have to upgrade and face losing the contents on my phone when it's insured, but I need to sort this ASAP due to work.

 

Thanks

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Bambino
Level 78: King of Kings
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@EmHizzle See this guide: https://www.o2.co.uk/help/digital-services/o2-insurance

Edit: Unfortunately, O2's customer service has been atrocious during the pandemic, even moreso than usual, so you have to lie and use the Lost/Stolen or Fraud option in order to get through to anyone. 

I DO NOT WORK FOR O2



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madasaf1sh
Level 68: Extraordinaire
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@EmHizzle

Just so you are aware they will wipe the device if it is sent in for repair even for a damaged screen.

The insurance company may also just swap the device.

You will be without a handset at least for the next few days (o2 dont do same day exchanges and if they send to be repaired it could be a week or so), so it might be best to buy a temporary handset or borrow one if you can .
Current Phone: Sony XPeria Pro-I and Motorola Razr 5G
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts





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Bambino
Level 78: King of Kings
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@EmHizzle Just to add to the good advice from @madasaf1sh, make sure you take your sim card out of the damaged phone before you send it off. Otherwise you'll be unable to use the replacement phone they send.

I DO NOT WORK FOR O2



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