Beware 02 phone insurance

acheekymunky

Hi,

Just thought i would share my story so others dont make the same mistake.

I have had a phone on contract with 02 for the past 4 years. I had the phone insured for most of this time and low and behold i cancelled the insurance (to save money) and lost the phone!!

I got out a second contract in November when i lost the phone...I am self employed so was planning to get a contract phone for the work mobile anyway.
With this second contract I got a Samsung D900 and insured it.

I decided to put the work sim in an old phone and use the new phone with my first contract.

3 months later this Samsung D900 was stolen. Obviously gutted i had lost all the numbers but was reassured by the fact the phone was insured....but I was wrong....

02 wont pay out on the insurance as the sim I had in the phone was not the sim that the phone was bought with! why should this matter??? both contracts are with 02 and I pay them over £80 a month.

After a heated conversation with the advisor I said well "i could have just lied and told you I had the work sim and phone stolen" he said 02 can tell what phone you have the sim in and went on to tell me that my work sim was still active in a Nokia 6210.

02 had known since I bought the new contract that the original sim had never been in the phone. They new this invalidated the insurance from day one yet continued to take the payments for insurance.

Surely this is wrong!? How many other people thought it was the (expensive £200+) phone they were insuring and not necessarily the sim???

itsarichmansworld

It is "wrong" but I think it would be in your terms and conditions however all is not loast appeal the decision that on the grounds you were using a o2 sim.

If not successful you can put a complaint in if they can see you where using your sim in another phone they should have told you your insurance was null and void.

lixi

You have my sympathies!

For me, mobile phone insurance hasn't been worth the paper it was written on. A number of years ago, my mobile was stolen from me in a bar where I was eating lunch. T&C said licensed premises were not covered - I was so angry I couldn't begin to tell you. Do you think that was mentioned when they flogged the insurance to me. Hey ho, I took it on the chin and learnt my lesson(always always read the small print - the minute you ask these companies to give you what you pay for, they are no longer your friends!).

Since then I have refused to pay the premiums and "self-insure" instead. I am just more careful about what I do with it now and I always have a max of 12 month contract and a doddery old phone lying around in case of emergencies.

I haven't been in a position where I have had to pay since, so even with that loss, I am better off for not insuring.

acheekymunky

Hi,

Just an update. I e-mailed 02 at complaintsreviewservice@o2.com last week and got a phone call today. I sent them quite a lenghthy e-mail kind of fishing for empathy handing out threats and anyway it paid off! got a call today saying on this occasion as a good will gesture they will send me out another Samsung D900!

Result.... I e-mailed them quite a few weeks after it happened but the injustice of it was still bugging me...so goes to show if you dont ask you dont get!!

lixi

Result!

Well done you!

LewisC_2

Make sure you cancel the insurance this time