Complaint: O2 insure (The Listening Company)

Dr.Dan_2

Hello!

This is my first post here and is really my first ever complaint.
I'm not someone that ever usually complains but I've felt like this time I really had too.

I'll explain my situation...(Sorry, but it's a bit of a long one)

I have an O2 Mobile phone and have been with them for about 5 years. I have never missed a payment and have always paid for O2 Insurance.

I lost my HTC HD7 (Smart phone) on Saturday 29th October
I Reported it missing on Sunday 30th October and submitted a claim form on 31st October. (I should say I had to submit a claim form as 5 weeks earlier I made a claim for water damage).
After submitting my claim form I received an email saying a decision would be made in 72 hours.

I had not heard anything by Thursday 3rd November so I called The Listening Company (O2 Insurance division) and was told my form was never received.
So I sent it again and received another email saying a decision would be made in 72 hours.

By Sunday November 6th I'd heard nothing so i called them again and was again told my form had not been received. I re-sent it for the third time on Monday 7th and again received an email thanking me form my submission and saying I'd have a decision in 72 hours. I called them 2 hours later and they confirmed it had been received that day.

I called them on Thursday 10th (72 hours after my third submission) and they said a decision had not been made, "Please call back tomorrow".

I called back today, Friday 11th, and they said a decision has still not been made!!! Over 100 hours after my submission and almost 2 weeks since the original claim!!

I called O2 customer services, who called 'The Listing Company' to clarify things and 'The Listening Company' Told O2 that I had not submitted my form until the 10th claiming they still had 48 hours to process my form!!!

As far as I can see someone is calling me a liar..

I complained (Loudly) and was put through to 'The Listening Company' where an advisor admitted my form was actually received on the 7th. The young lady apologised and said i would have a decision tomorrow (Sat 12th) which i politely pointed out to her was 5 days after they received my form!!!!
I demanded something be done now, she spoke to her supervisor who found my form and decided my claim had been approved.

I was then told I would have to pay a £25 excess.

I was then told my phone was not in stock.

I have now made a complaint and demanded an upgrade (i.e. an iPhone) in recognition of the poor service and defamation of character (being called a liar).

Incidental I have still not received a replacement SIM card, after raising this fault twice in the last two weeks.

So this has been going on for 2 weeks now.

As far as I can see my problems are this:

1) failure to honour contact on their part; Did not receive claim decision in 72 hours and did not receive SIM card within 5 days.
2) False information given to O2 by 'The Listening Company' when they said my form had been submitted 3 days after the actual date of submission.

I am now waiting to hear the decision on my complaint. Does anyone have any advice?

Thanks

Dan

Dr.Dan_2

Nothing?:(

Buzby

An insurer may not believe you, but that doesn't mean you are a liar. You have no right to demand an upgrade, you might like one, but it would be at their discretion, however if you didn't lose an iphone, you have no right to expect a better phone as a replacement (see 'betterment').

They're incompetent, no surprise there - but chill out and see what happens when you appear to be complaint and hard done to, there's more discretion and sympathy when they get it wrong.