on 11-11-2020 20:51
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
11-11-2020 21:12 - edited 11-11-2020 21:15
11-11-2020 21:12 - edited 11-11-2020 21:15
@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.
on 11-11-2020 22:40
on 11-11-2020 22:40
on 11-11-2020 22:50
on 11-11-2020 22:50
@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.