O2 charging an admin fee for handset insurance?

Rockingit

Hi all,

just been chatting with my girlfriend who lost/stolen her mobile the other day, and using the 'default' contract insurance to replace it, O2 are demanding a £25 'admin' fee, plus the postage etc.

Now, if the insurance company had a £25 excess, this I could understand. But, given that O2 'issue' new phones and sim cards by the hundreds on a daily basis to new and existing customers by the same staff, this hardly seems right, fair or proper.

I've told her to read her contract and insurance T'&C's, but if the only way to access the insurance company is via O2 then it's a bit of a stitch-up. Sadly, as she is a non-native english speaker, despite having very good english (discussion on tautologies -v- pleunarisms, anyone?) the contract jargon appears to have defeated her!!!

I'm a long-time customer with Voda and I've never had this with them.

Just wondered if anyone else has come across this.

HugoSP

This is another way of dressing up an excess. Her Ts and Cs are the best bet here.

I had a problem with Allianz Cornhill once, when they refuse to repair a broken glass screen on a V3 because it was "cosmentic damage." I too was dealing with someone who spoke less english that I do chinese.

I contacted head office via the SAYNOTO0870 site and they ended up waiving the excess because of the problems I had received.