O2 iPhone Insurance is a Joke!

Shagufta

Last September my iPhone screen smashed. I spoke to the O2 insurance team and they said they would send me out a replacement iPhone 3GS.

The phone arrived in the post and was instead an iPhone 3G, but had lots of scratches.

I contacted O2 and advised them that this was not acceptable especially as I was paying £15 per month for insurance and a scratched iPhone especially sending me a 3G instead of a 3GS was not acceptable. After this they said they were sorry and would replace my phone with an brand new iPhone 3GS, but every time an the delivery was send it was a re-manufactured 3G.

After continuous calls back and forth i put a complaint into the O2. I did manage to receive an brand new iPhone 3GS eventually in Feb this year however I put a complaint in for them to reimburse me for the insurance I had paid, especially as I was left without a phone for 5 months.

The complaints team got back to me and advised me that they couldn't reimuburse me for the insurance I had placed and replacing my iPhone 3GS phone was acceptable enough. I am going to be taking the matter to the Ombudsman, however has anyone else had a similar problem with O2?

MisterBrico

May be a silly question but was it a 3GS you broke?

Also you will only ever get a refurb on the insurance no guaranteed new replacement now, the people who used to "drop" their phone and get a new replacement one week before upgrade are to thank for this policy change.

Gordon_Hose

I've had 2 3GS from them, because I'm a hamfisted moron and kept dropping them.

One thing that I became aware of was how much of a rip-off their insurance is. I now get my phone insurance through my bank, along with Breakdown cover and travel insurance...and it's STILL cheaper than 02's own insurance.

If I was you I'd be cancelling and finding a different insurance provider, maybe even see if you can get it covered on your home insurance.

timberflake

The main principal of insurance is to put you back in the same position you were in before th "loss" occured.

O2 were not obliged to give you a new phone, as the phone you broke was used. The fact that you got a new phone out of them makes me think you've done rather well out of the deal and I would leave it at that.

You are however paying far too much for your insurance and should move it somewhere cheaper. My contents insurance is £16 pcm and includes personal belongings and accidental damage cover.

lewiserz3

I've been on an O2 contract for the last 2 years with their insurance, (£6 p/m non iphone).

During that time my phone has broke twice, each time it's been a doddle to get a replacement with very little questions asked and I've had a replacement both times the next working day before 10am!

Wintermute

Why do you deserve a refund for the insurance if you get a brand new 3GS out of it when everybody else would just get a refurbed 3GS out of it? Somebody has to pay for these iPhones that are being given out.

I'm sure your phone didn't smash its self.

Insurance in general is expensive, you can normally get it cheaper from 3rd parties than through your network, but don't expect any sympathy from your network if something goes wrong.

Shagufta

MisterBrico wrote: »

May be a silly question but was it a 3GS you broke?

yes it was a 3GS that broke...

Shagufta

Gordon_Hose wrote: »

I've had 2 3GS from them, because I'm a hamfisted moron and kept dropping them.

One thing that I became aware of was how much of a rip-off their insurance is. I now get my phone insurance through my bank, along with Breakdown cover and travel insurance...and it's STILL cheaper than 02's own insurance.

If I was you I'd be cancelling and finding a different insurance provider, maybe even see if you can get it covered on your home insurance.

I think you're right there...my insurance is £15 per month and to be honest I fee like I am getting ripped off.

Who do you bank with?

Gordon_Hose

Shagufta wrote: »

I think you're right there...my insurance is £15 per month and to be honest I fee like I am getting ripped off.

Who do you bank with?

I bank with Natwest and pay £12.95 for their Advantage Gold account, which gives me loads of extra benefits.

Have a read: http://www.natwest.com/personal/current-accounts/g1/accounts-with-extras/advantage-gold.ashx

Shagufta

timberflake wrote: »

The main principal of insurance is to put you back in the same position you were in before th "loss" occured.

O2 were not obliged to give you a new phone, as the phone you broke was used. The fact that you got a new phone out of them makes me think you've done rather well out of the deal and I would leave it at that.

You are however paying far too much for your insurance and should move it somewhere cheaper. My contents insurance is £16 pcm and includes personal belongings and accidental damage cover.

I appreciate the phone was used before it broke, however I should not have gone through the distress of receiving a replacement iPhone 3G (not a brand new 3GS - which I was told by the insurance team I should have on the outset) which was faulty as I couldn't get any Wifi connection and also it had lots of scratches.

The fact that they kept sending me the same replacement phone...making me take time off work to wait for deliveries on almost 10 occasions, I appreciate the I got there in the end...but I was basically paying insurance for 6 months which I didn't even have a phone I think O2 is to blame for this. Not to mention the time I have wasted contacting their customer service, delivery and insurance teams.

Can you suggest any cover as I really want to get out of this insurance. I have heard protectmybubble is good.

Shagufta

lewiserz3 wrote: »

I've been on an O2 contract for the last 2 years with their insurance, (£6 p/m non iphone).

During that time my phone has broke twice, each time it's been a doddle to get a replacement with very little questions asked and I've had a replacement both times the next working day before 10am!

Lol! I think it might be an iPhone thing! :-)