O2 - Proof of Usage for Insurance Claim

TravelJunkieMonkey

I had the unfortunate luck of having my phone stolen recently, and to submit an insurance claim I need a proof of usage document, which O2 have provided but it's incorrect, leading to my insurance company requiring war and peace before they'll now consider my claim.

I am now 24 days into trying to get a correct document and it's proving impossible, despite near daily phone calls, escalations to managers and a complaint to the CEO!

I have had to wait 23 days for an itemised bill - why O2 cannot produce this mid billing cycle blows my mind. Now that I have it, I can refer back to it in my conversations with O2, as they can see from their own bill that I was using the phone on the date it was stolen.

I have been promised a correctly document four times, only for it to never arrive.

Understandably my insurance company want this document, but I'm at a complete loss as to how to get it and I'm about to be over £1000 out of pocket because of O2s incompetency.

Does anyone have any ideas of how to move this forward. Everyone is very polite at O2, but they seem to have no clue, they seem to have no ability to look at data or have access to email. It's frankly a joke, and it's turning out to be an expensive one.

SiliconChip

I've asked for this to be moved to the Mobiles sub-board for better responses.

mta999

A friend of mine had this problem in that their phone was stolen but it was payg so impossible to get 'proof of usage'

In the end the insurance company backed down and paid out

flaneurs_lobster

Not knowing anything about this "proof of usage" requirement, is this needed to "prove" that you hadn't sold the phone the day before making the theft claim? Something else? Is it always required for a phone theft claim?

What are you actually proving? That the phone was switched on and connected to a network?

Another thought - I'm overseas, my phone is not roaming, it's using a local eSIM. If phone gets nicked today how do I satisfy any "proof of usage"?

Detail_Merchant

I've never done it myself, but might it be worth making a "Subject Access Request" to O2?

https://www.o2.co.uk/help/safety-and-security/privacy-and-personal-data/requesting-your-personal-data = https://www.o2.co.uk/help/safety-and-security/privacy-and-personal-data/requesting-your-personal-data

Not sure it would be quick, but it's a formal mechanism.

PHK

https://forums.moneysavingexpert.com/discussion/comment/81896301#Comment_81896301

Proof of usage is a standard document that service providers should supply. The fact that O2 have got this wrong is more a testament to how bad O2's customer service is (see that last few Ofcom complaint reports).

It details when the phone (identified by it's IMEI number) was first activated on the network, when it was last used and what SIM was in the phone.

This isn't the same as the bill because this details when the SIM was used rather than the phone.

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/81898089#Comment_81898089

Gotcha, so it links the phone bill (name, address, phone number) with the handset (IMEI, phone number) over a particular date range.

Makes sense now, to answer my own question - if my phone was nicked when abroad I could ask the eSIM Co for the "proof of usage" and produce that with the invoice that has my name, email and temp phone number.