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.
@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.