02 insurance - Who's right?

bashmentgirl88

Hi all first post inspired my my recent insurance claim to 02 insurance over my mobile contract phone. So i went Legoland last month, and even though I had my phone in a waterprof seal bag (also had £500 camera in same one) somehow the next day my mobile would not turn on at all. I hadnt looked at it from getting to legoland until the next morning etc. Anyway called up explained i actually didnt know what was wrong since camera was fine etc they were happy to let me claim and within 2 days they send courier for the exchange of phones. #

Happy me. Or so i thought. The phone seemed to be working fine for a few days, i did notice if battery low it would cut out not last as long as old one would etc it wouldnt warn of a low battery just die.
Anyway as i downloaded apps and was fiddling about with phone over next few days to get it as my old handset was i thought the very short lasting battery was simply me using it up from being on it too much. I thought hey the guy sadi 30 days if there was a problem give it a few days since id finished fiddling about with it and see. MISTAKE.

I rang and the lady i spoke to said nup its 14 days. Now I know the guy said 30days but hey what proof have i got right? So she suggested bringing to 02 store and sending away - as its a business phone i refused this option. i did this once and spend 2 months losing business becasue they could only offer me a crap phone with no email etc (which i think is ridiculous in this day and age!)

regardless my point is i pay £10 a month for last 3 years.....i made a claim and yes i understand i was out of the 14 days on my terms and conditions but at time of making claim the guy said 30 days. So i figured they had changed t&cs or i as thinking of a different insurance for something else. The phone they sent is fauty yet the are refusing to help me. Asking if i can make a new claim then......the phone doesnt work............no because its still in warranty.

i've called and spoken to a insurance rep this evening and just thought id post and ask anyone's advise as he's going to call back in the morning. I called 02 and complained about the WIFI turning itself off (which i now know was the battery save mode as battery was low but showed full?!) and said to the women the battery isnt lasting more then 2 /3 hours i think its something to do with all the updates im getting etc - what can i do? and was basically told its not there problem as andriod do that not them. Yes i know tat, but my last phone didnt and it was identical! I got no-where, she didnt suggest raising with insurance that the phone could be faulty since i was within 5 days of exchange. And now im really annoyed!

If i pay insurance and the phone doesnt work i should be able to claim and pay the £20 odd quid if im happy to right? Whats more frustrating is my contract is uprgadable in 4 weeks!!
And they had the cheek to say pay £68 odd pound and you can have upgrade now...........why should my only option be to buy out my existing contract to have a working phone?
Isnt that was insurance is for?:(

The phone is still under warranty, so i can get it repaired, but it take me at least a week to have time to get to the nearest store....god knows how long they will keep it for and meanwhile i m stuck with a useless phone! £10 a month for that seems pretty useless to me!:mad:

d123

bashmentgirl88 wrote: »

Hi all first post inspired my my recent insurance claim to 02 insurance over my mobile contract phone. So i went Legoland last month, and even though I had my phone in a waterprof seal bag (also had £500 camera in same one) somehow the next day my mobile would not turn on at all. I hadnt looked at it from getting to legoland until the next morning etc. Anyway called up explained i actually didnt know what was wrong since camera was fine etc they were happy to let me claim and within 2 days they send courier for the exchange of phones. #

Happy me. Or so i thought. The phone seemed to be working fine for a few days, i did notice if battery low it would cut out not last as long as old one would etc it wouldnt warn of a low battery just die.
Anyway as i downloaded apps and was fiddling about with phone over next few days to get it as my old handset was i thought the very short lasting battery was simply me using it up from being on it too much. I thought hey the guy sadi 30 days if there was a problem give it a few days since id finished fiddling about with it and see. MISTAKE.

I rang and the lady i spoke to said nup its 14 days. Now I know the guy said 30days but hey what proof have i got right? So she suggested bringing to 02 store and sending away - as its a business phone i refused this option. i did this once and spend 2 months losing business becasue they could only offer me a crap phone with no email etc (which i think is ridiculous in this day and age!)

regardless my point is i pay £10 a month for last 3 years.....i made a claim and yes i understand i was out of the 14 days on my terms and conditions but at time of making claim the guy said 30 days. So i figured they had changed t&cs or i as thinking of a different insurance for something else. The phone they sent is fauty yet the are refusing to help me. Asking if i can make a new claim then......the phone doesnt work............no because its still in warranty.

i've called and spoken to a insurance rep this evening and just thought id post and ask anyone's advise as he's going to call back in the morning. I called 02 and complained about the WIFI turning itself off (which i now know was the battery save mode as battery was low but showed full?!) and said to the women the battery isnt lasting more then 2 /3 hours i think its something to do with all the updates im getting etc - what can i do? and was basically told its not there problem as andriod do that not them. Yes i know tat, but my last phone didnt and it was identical! I got no-where, she didnt suggest raising with insurance that the phone could be faulty since i was within 5 days of exchange. And now im really annoyed!

If i pay insurance and the phone doesnt work i should be able to claim and pay the £20 odd quid if im happy to right? Whats more frustrating is my contract is uprgadable in 4 weeks!!
And they had the cheek to say pay £68 odd pound and you can have upgrade now...........why should my only option be to buy out my existing contract to have a working phone?
Isnt that was insurance is for?:(

The phone is still under warranty, so i can get it repaired, but it take me at least a week to have time to get to the nearest store....god knows how long they will keep it for and meanwhile i m stuck with a useless phone! £10 a month for that seems pretty useless to me!:mad:

I'm sorry, I just don't understand what you are trying it say, you have written almost like a slightly confused narrative.

What does the 14 day or 30 day period got to do with insurance? Did you only have short term insurance or is it something else.

You say the phone was blank the morning after but then it sounds as if you were using it afterwards with battery issues.

Perhaps a slightly more concise but clearer version of what happened and what you are complaining about might help some of us understand a little better.

By the way, if your phone has had water damage of any sort it will no longer be eligible for warranty repair (I'm presuming because you mention keeping the phone in a waterproof bag that water might be an issue).

Quiet_Spark

As d123 says, your post is a tad confusing so I'm going to go on guesswork.

O2 give you 14 days to cancel a contract/upgrade, this has nothing whatsoever to do with warranty or insurance.
Insurance simply covers you for loss/theft.

If you somehow managed to get the phone wet, you are on your own with that and any repair costs will have to be paid out of your own pocket.
The fact your camera survived in the "waterproof" bag doesn't mean anything else will.

Nodding_Donkey

Why should the insurance company pay out for a warranty claim? I don't know why people are going on about water damage, it's quite clear from the OP that it was the old phone that was taken to Legoland.

Did you contact O2 about the problem with the new one before the 14 days were up?

Escalate it to an official complaint and get them to listen to the phone call.

This is why I record all calls with call centres

Rev

If a rep told you 30 days. Tell them you want the call listened too and you'd like a copy of it sent to you, so they can't just say they listened to it and he said 14 days . Then if he told you 30 days it's their fault and not yours as you were given the wrong information.

If you were told it was 30 days to alert them to any issues with the replacement. Then it's their fault you didn't do this within 14 days. That said 14 days is plenty to notice a fault with a phone. But that's not the point.

gycraig_2

Insurance is on the top of the warantee, they won't replace a phone that is under warrantee. The fresh phone is classed as the same as the old one so generally if it goes faulty shortly afterwards it back to being a warrantee claim.

Your car insurance wouldnt replace your car if the engine just randomly stopped working, same principle