Insurance Claim... No Acknowledgement

[CLB-]

So my iPhone 7 was collected tuesday, for an insurance claim (Cracked Screen) i have heard nothing, not even an email to say they have recieved my phone? Is this normal? TIA

[MI5 · Accepted solution]

No, not normal.
Expectation is 24 hours turnaround.
Chase it with CS http://www.o2.co.uk/contactus

[CLB-]

Thanks, Turns out my phone never reached assesment centre and was used Saturday ?? So this is odd... Luckily i got my DPD Receipt. Any idea what happens next? 

[Del3971]

I’m in the same situation collected my S8+ on Tuesday last week I rung them on Friday to see what was going on and they still had not received my phone from DPD.and it had been lost in transit. It’s now Monday and still not heard anything! It’s not been a good service 

[MI5]

You both need to contact customer services to report the loss/theft of your devices.

[CLB-]

i was told to send my DPD receipt to courier.claimsuk@brightstar.com with the claim reference but this can take up to 48hrs to get a response. i have no idea what happens then, no good when your paying £55.00+ for a contract! 

[Cleoriff]

This doesn't sound good at all. In my experience DPD are one of the best couriers around...(In this area anyway) Persistence in chasing these phones is required....:smileysad:

[Del3971]

I didn’t even get a Dpd receipt 

[CLB-]

im finding them really difficult, i had an email to say courier claims dont deal with customers so after my 8th phone call to O2 they gave me O2@anovouk@brightstar.com but they have a 24 hr delay its all abit of a joke if only i wasnt 5 months in to a 24 month contract i would cancel!!! 

[MI5]

It seems obvious that it has been stolen.
Get it blocked (you can reactivate it if it turns up later) and report it to the police.
https://community.o2.co.uk/t5/Other-Products-and-Services/Lost-or-Stolen-O2-Device-How-to-Report-it/...