Dropped my S3 on my way to the shop on sat 11th May, informed i2g on mon the 13th. Received claim form by email same day and I posted it on the 14th. Email received on 17th saying claim had been approved, sent phone off for repair on the 20th. Had expected it to be around 10 days judging from reviews on here, phone arrived back THIS MORNING (22nd) by Royal Mail Special Delivery.
Phone is absolutely immaculate, without checking the imei you wouldn't know it wasn't brand new! And a 6 month warranty included as well!
As long as you follow the claims procedure and send them what they want in a timely manner, you should have no problem. 3 day repair turnaround is just top notch, will be recommending i2g to everyone.
I must say that I didn’t read any reviews before I purchased insurance with Insurance 2 go, and when I lost my phone and contacted them it was only then I read sometrying to get an idea of turn around times. I must say after reading them I started getting very worried as I had only took the insurance out a few weeks before my claim and started to think I would be rejected after trying to find a single positive review. However so far my experience has been very different from most and thought I should put something positive up here as I understand we often complain when a service is bad but say nothing at all when its good.
I first contacted Insurance 2 go about my claim on the 29th April, I explained the situation of having lost my phone and they were very quick to send me a claims form, I filled it out and then just needed to wait for EE to send me a proof of purchase, EE weren’t helpful and it was a struggle to get a proof of purchase from them, mainly because I didn’t purchase the phone, it was a gift to me from my work. Time passed by and it was getting closer to the 30 day limit you have to put your claim through, I contacted Insurance 2 go and they told me they understand networks sometimes aren’t good at sending out proofs of purchase so I wouldn’t need to worry about the 30 day limit but just to get it to them once it had come through. On receiving my proof of purchase I sent it to them Friday 17th May and called them up first thing on Monday 20th May to be told it had been received and everything looks like it’s going to go through fine, and I should know within the next 24hours that a replacement is in post for me.
Unless something on this final hurdle goes wrong I would like to say a big thank you to insurance 2 go because I have been impressed with the help and quality of service I have received.
As I said...its really a worst company. I send my form for a claim some 15 days ago and I am still waiting for the reply. I dont even know if they will accept my claim or not, becoz they keep asking me documents and I am doing that all........
I have to call them each time for an update . You email them 100 times but they wont reply.
Thats why I have to send them a letter but wonder if they will reply to my letter also or not ...
PLEASE IGNORE THIS COMPANY !
A brief description...
Insurance is easy to set up, however, if you need to claim, be prepared for a wait of up to a month, for a simple screen repair!
You receive no updates via email, if you want any information regarding your claim, you have to phone them.
I was told my iPhone would be repaired and returned within 7-10 working days... After waiting, I phoned them to be told, they couldn't get parts for my phone so it was being replaced, and that I needed to wait 7-10 days for the phone to come from Apple, then 7-10 days for them to process the claim?
I pointed out that I'm due to go on holiday and could they email me when the phone is eventually sent, so that someone could be in to receive it , their answer "No, we don't inform you, we just post it out, if nobody home, it will go back to the post office"
When I pointed out that the post office only keep items for 7 days, then return them to sender, her reply was "oh, ok"
My daughter insures her phone with Protect My Bubble, and her iPhone was repaired and sent back within 6 days, so I know who I will be using next time!
Cant believe I took out mobile insurance with insurance2go as it would appear to really not be in the title unless they mean your money only as that seems to go very quickly unlike the rest of their service...
I like the majority on here thought the service sounded great and exactly what I needed..... however, when it comes to making a claim I have and continue to find them extremely lacking!! At time of writing my phone sits on the side gathering dust like some modern statement to mantlepiece art!!!
I stood on my phone after it dropped out of my pocket whilst getting out of my car on the last Bank holiday weekend so was unable to contact anyone until the next working day = Tuesday the 2nd April, the lady on the phone was very helpful advising of all their processes and that they would send me the claim form which they duly did by e-mail.... I called my phone provider as advised to get proof of purchase and had to send all by post to the address on their letter.
Since then they have taken my excess on the 13th April and yet I am not only still without the use of my phone.... touch screen's ruined..... but I am still to hear from Insurance2go in regards whether they want me to send my phone for review of repair/replacement.. some 10 days later!!
I have written to them asking they respond yet my e-mails appear to fall on deaf ears and blind eyes.....
As a footnote I would ask the insurance2go employee reading this not to simply ask me to send them an e-mail to the info@ address for if you check your files you'll see I have already written to firstname.lastname@example.org, email@example.com and firstname.lastname@example.org so would hope that instead of asking me to do so, as a way to show you are acting proactively and instead you actually act and respond accordingly. You have my name Keith middleton and my post code is BS25 1DX, my phone is a Sony Xperia T...... You will be able to find my details with this info....
Insurance2go may be a great policy for kids but not for you if you need your phone for business or travel a lot..!!! at present and without any form of resolve in the near future I would recommend very highly looking elsewhere... i am already worried that when they finally get their act together I might end up with somebody elses phone and not a phone that will be in the same new out of box condition mine was in (until i foolishly stood on it) after reading all the other comments on here.....
I will keep you updated!!!
I have received your latest e-mail and checked both my inbox and junkmail folders for all e-mails received on the 12th and I did not receive any e-mail from your offices, as previously advised you can not call me during the day as I am at work!! perhaps twilight shifts may be your solution so your working customers are able to talk to you - I have sent my phone today to the address you advise - lets see what happens next -
PS constant reminders of how you allegedly sent me an e-mail on the 12th does not make it true, nor received... might be an error your end perhaps. I can only hope that finally having an address to send for repair and after sending my phone to such, your other promises remain good.
I accidentally dropped my phone on Saturday 23rd March and the screen shattered. As the insurance company doesn't work over the weekend I phoned them on Monday and they emailed me a claim form which came through straight away. The claim form states that "if you did not purchase the insurance from the same retailer as the item, please ensure you include your original proof of purchase."
So I complete the claim form and attach the invoice from Vodafone that accompanied the phone which was sent to me via the post as I had upgraded direct with Vodafone by phone. The form was sent to the claims department on the 25th March.
On the 27th March I receive an email from the claims department to advise me that "the despatch note you submitted as proof of purchase is not sufficient as it does not show the IMEI of your telephone. We therefore require you to provide a proof of purchase confirming the make model IMEI and serial number of your telephone. This is available from your Network"
First of all, I had sent them an invoice and not a despatch note and second, this is the first time that any mention was made that an IMEI and serial number would be needed as part of the proof of purchase.
I then contacted Vodafone and although this is not pertinent to the service I received from the insurance company, people should be aware that Vodafone won't take requests for supplying proofs of purchase over the phone but only by email via the Vodafone website which operates on a 48 hour response cycle. Having made my request I get a reply exactly 48 hours later asking me to answer some security questions before issuing the proof of purchase which would be done in another 48 hours. So you should bear in mind that if you are a Vodafone subscriber you will need to factor in a minimum 4 working days to get your proof of purchase.
Having received my proof of purchase via email, I phoned the claims department to establish how I should give them this information and was told to forward the email to the claims department which I did on Tuesday 2nd April. On Thursday 4th April I phoned the claims department to check on progress and was told they hadn't received my email. They asked me to confirm the email address I had sent it to and when we had established it was correct I was told they would check the incoming emails again and get back to me. A little while later I received a call saying that they had found the email and the claim would be processed in 48 hours. I did point out that they had already wasted 48 hours due to their inefficiency and I didn't see why I should be penalised for it. They said they would see what they could do and get back to me. At 5:15 that afternoon I received an email saying my claim had been approved and that I should send my mobile to them for repair.
This I did on Friday 5th April and got tracked confirmation that the phone had been delivered and signed for first thing on Monday 8th April. At this point I should point out that my phone was 5 months old and had always been kept in a case, so apart from the tragedy of the broken screen, it was in immaculate condition.
I was told that repairs would take 5-10 working days so I contacted the claims department on Monday 15th April to get a progress report and was told that the phone hadn't been received till the 9th April. I pointed out that I had proof and a signature that the phone had been received on the 8th at which point I was told that the person had meant to say that it hadn't been sent off to Apple till the 9th April and that Apple require 10 working days to carry out the repair.
I was too busy on the 19th April to make a chase up call so I phoned again on Monday 21st April to be told that my phone hadn't come back from repair. I pointed out that I had a signature and proof of delivery for the 8th April and that it was now 11 working days since then. The person at the other end seemed genuinely surprised and a little shocked at this and asked me to hold whilst she went off to investigate the situation. When she came back she had miraculously located one phone she could get sent out to me and that I would hopefully receive it by noon today, 23rd April.
To my great joy, it did arrive as promised, however my joy evaporated instantly as soon as I saw the phone they had sent me. Where my phone was immaculate, this phone was scratched round all the edges and there was a dent in the top left corner. I contacted the claims department to tell them of this and was told that according to their terms and conditions they were only obliged to replace a phone in working order. I pointed out that I was quite happy to accept a replacement/refurbished phone, however I cannot be expected to accept a phone that was in worse condition (apart from the screen) than the one I had sent in for replacement. I was told there was nothing that could be done and was referred back to the terms and conditions. I pointed out that as the replacement phone was in worse condition than my original phone this would affect any resale value I would get to which I got the same reply "can't help you, it's in the terms and conditions".
I said I wanted to make a formal complaint and was told that it would be logged and I would receive a phone call by the end of the following day. I said this wasn't acceptable and asked to be accelerated to the department manager. I was told that was what was being done and that I would get a phone call by the end of the following day.
So all I can say is beware. Assuming you can fight your way through the bureaucracy, lack of information, poor service and get your claim approved - you are likely to be lumbered with a working phone but one that has been ravaged by the previous owner's carelessness. And at the end of the day, surely it would have been easier to replace the screen on my phone as it was in perfect working order otherwise.
UPDATE: 5:20 pm Tuesday 23rd April:
Following this posting I received a call from the claims department about one hour later apologising for the problems I had encountered with this claim and offering to replace the phone either with another refurbished phone or, if I preferred I could purchase a replacement phone from Apple and Insurance2Go will refund the cost once they had received the phone I had rejected. I have decided on the latter option.
This is definitely a 5* response and I am very impressed, not to mention grateful for this outcome. However I'm not convinced this response is universally applied and feel there is definitely room for great improvement in the processing and delivery of claims. That said, I must upgrade my rating to 4+* and having thought I would be cancelling the insurance, I have changed my mind and decided to stay on with Insurance2Go.
After dropping my brand new iphone and cracking the screen (what a NOOOOO moment) I rang my insurance company the next day and they said they would email me the claim form but it could take a few hours to come through. This was on Friday evening, I received no email over the weekend and emailed the company twice asking them to send me a form. Still no reply. So on the following Monday I rang and told them, the man on the phone confirmed my email address and sent the form again but also sent me a form in the post just incase I didn't receive it again. Once again I did not receive the email, even though they have the correct email address which they emailed me my policy details on when I signed up. After waiting 3 days the form finally came in the post and I sent it on Thursday (28th March) . On my form it said it would take 2 working Days to process it. Seeing as it was a bank holiday and it was sent first class they received it by Tuesday which means it should be processed by today! So I rang, and apparently my form is with the assessment team and will be processed in 2 working days. I've told the lady on the phone about the issues with email and she recon firmed my email address but has told me to ring on Monday if I do not hear anything. The whole process feels very long winded and by time my form is eventually processed it would have been nearing 3 weeks since the phone broke. By time it's sent off and repaired (assuming they accept my claim) I won't have had a working phone for over a month! Note to self, do not let your phone fall out of your pocket and onto the concrete floor. It's far too much hassle!
After 2 months of my partner badgering me to sort out insurance on my new iPhone 5 I finally agreed to sort it out. I looked at the reviews for several companies as I was unable to insure through my network and was dubious about using Insurance 2 Go due to the bad reviews on several websites.
I decided to go ahead and I spent 10 minutes max insuring both my iPhone5 and my partners iPhone5 and then I managed to lose my phone.
I called to cancel the insurance as I did not believe I would be covered as I had lost the phone within 14 days of setting up the policy. I was advised by the helpful and friendly customer service rep that I was covered from as soon as the policy was set up and that I could submit a claim.
I sent all the relevant documents and wrote a detailed account of what happened and sent this off along with proof of purchase and the claim form. After 4 days I had not heard anything so I chased at around 1pm. At 16:48 I had an email to confirm my bank details which I did. I then had an email on the Saturday stating that the claim was approved and that I will be receiving my new phone within 3-5 working days.
I am due to receive the phone this week and hope the quality of the replacement matched the quality of the customer service I received.
My newly bought samsung note 2 dropped onto the ground and since then had a shattered screen. So I made a claim, sent the claim form on 10th Feb, and post my phone to the repair centre after I got back from a trip on the 15th February. I waited 2 days and called, they said they received it and let me expect 5 to 7 working days, ok good. Since then I didn't hear anything from them, so I just waited for a week and emailed them asking about the process. After two days (I emailed during weekdays) they got back to me saying my credit card had been declined and asking me to arrange another payment. It has been 8 days since I sent the phone but they did nothing when there was an issue about my card , not an email, a call, or anything. I suspect if they would ever contacted me about the credit card if I didn't ask about the process. apparently THEY JUST PUT IT ASIDE.
I arranged another payment, being told to wait ANOTHER 5-7 working days.
6 days after I paid, which is today 5th March, I called to check the process, the lady on the phone replied that they received the payment, the repair centre has only taken this case today. In the end, she kindly reminded me that it would take 5-7 working days STARTING FROM TODAY. This is the third time I heard the phrase "5-7 working days" , after sending my phone 20 days ago, which is 3 times "5 to 7 working days".
Now I really regret choosing this company. Even though I have paid for the whole year's insurance to be able to make a claim, I won't turn to these guys for help again if there's a problem with my phone later on. Leave these guys as the last resort, unless you are prepared to live a month without your phone.
Mirko found this review useful
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this insurance is very cheap comparing to competitors, which is why people buy it and give it 5 star reviews before they have any clamis - how shortsighted! please learn from mistakes of others.
unfortunately the glass on my iphone5 broke and I sent it to the insurance after i had reported the claim via their call centre. the phone was sent *9th January* as next day special delivery (i had sent the paper work even couple of days before to allow them some time for processing the claim and excess fee 50 pounds). tomorrow it's *28th* i am still without the phone. i keep calling them couple of times a week but all i hear there is nothing they can do for me and i have to wait.
when i asked how long it takes to repair a broken glass at Apple in Covent Garden - they said about 20 minutes. with insurace2go you wait 3 WEEKS. of course initially they tell you 5-7 working days (with no stand by phone provided).
they have number of excuses such as my phone is now with Apple's repair centre and that's why it's taking that long. or one of the latest pearls: my phone is actually being swapped for a new one - that's when i told them to send me my old broken phone back as i really needed it. but they wouldn't even send my broken phone back! and it takes 3 weeks to *swap* a phone. so i am stuck.
on another day, another person on the call centre revealed that my claim was authorized only on the 16th - that is a week after they had received it!! when i asked her how come it took a week a minute later on the same call, she said she didn't remember when it was authorized.
i wanted to complain but the operator wouldn't put me through with customer services. rather she said she would pass the complaint onto them.
i've spoken to various people on the calls, did everything as they requested per policy. having read other customer reviews i am concluding mine is not a rare case. there is more arguments i could share but i hope by now you have created your own picture about insurance2go.
i am travelling on a big trip to South America in couple of days and i will most likely go without my smart phone. no maps, no contacts, no instagram. i bought the insurance to avoid/minimise risk but they've actually created a huge problem for me.
everything i wrote above is true story, no exaggeration. avoid.
They do not answer phones on weekends or after 5pm, or bank holidays, and yet at weekends they are clearly in the office because they have emailed me twice today (Saturday). They don't mention time scales when you claim. I got the claims form through which said my claim would be dealt with within 48 hours but here I am roughly 60 hours into it and they say it will take 5-7 working days, subject to my excess being processed and underwriter approval. They also insisted I obtain proof of purchase from my service provider even though the IMEI number on the phone is the same as the IMEI number on the policy. Crazy!
Mobile phones are essential tools in 21st Century life and to have to wait more than two weeks to get it repaired when it is insured is ridiculous. I do not recommend this company. My service provider told me that if I had taken it into the high street store they would have loaned me a phone, transferred my data and had my old phone returned within 48 hours. No mention of working days just 48 hours. That'll teach me.
After much problems previously that i faced, everything afterwards was quickly sorted in a matter of hours. I also received a good gesture cheque back from the company for some of the issues i faced in the past, a little good deed goes a long way in changing some peoples thoughts. I'm now awaiting my handset back from the company which i believe should arrive probably on Monday, if not on Saturday. I am now happy with this company and believe they are capable of sorting any issues that may arise very quickly. I'll update any further information once my handset is received to see if it is up to standards. I'd recommend taking insurance out with this company as i believe all companies make mistakes but insurance2go is always happy and quick to put things right.
EDIT: I received my handset and the cheque back as as promised on Saturday and im now a happy guy!
Dropped my HTC one X celebrating a goal at a footy match on the 2nd of October, reported it & received an envelope to send it back by return of post - unfortunately the repair wasn't the best, although the screen was like new it had some areas that wouldn't respond & some areas that would stick so random things happen, again fair enough reported & the envelope was with me by return - great turnaround 2nd time (they received it on Monday, I got it back by Wednesday) but it appeared that nothing had been done - when this was reported I had to send back again but now have a brand new replacement handset - that's fair enough to me, they even agreed to refund my postage as I'd had to send it back twice
I spent ages and ages looking at insurance options so I could cover my brand new Samsung Galaxy Siii. This was the best I could find for both cover and price (by quite a lot). One thing was that some providers signed you up but you weren't insured for the first 2 weeks!!! What happens if something happens in that time???
Luckily Insurance2go cover you straight away and you get a text and email to confirm this within a couple of minutes of signing up online.
Happily recommend to anyone out there.
Found the company very happy to take the full 12months money for the policy, Then when i report that I had my mobile snacted out of my hand and followed there policy i.e reporting it to the police withing 24 hours and barring it within 12. They wrote to me me and said your not covered ( which my certificate states i am as took out level 2 cover ) and that they were destroying my claim form. Also the fact no where on there small print or lovley letter they sent me rejecting my claim for saying my phone was not barred within the period (when i provided proof it was) There was nothing to suggest or enclosed for me to make a appeal. I find this company very very poor
Mirko found this review useful
I found the website design to be very good indeed. This meant the information was well presented and easy to understand. The pricing was very competitive and once I'd decided to order, the follow up was fast (text message, email then docs in the post).
I looked at other mobile phone insurance sites but they wanted to know how much my phone was worth. As my phone was free when I signed my contract I don't know how much it's worth. With insurance2go it's either an iPhone or not, that's all you need to know!
I've recently upgraded to the new iPhone 4 and signed a new 2 year contract with my network. I wanted to insure my new phone against anything happening to it as I know they're not cheap to replace!! I shopped around and found insurance2go the best value for money and they pretty much cover everything including loss which I found alot of other companies don't cover! The transaction was simple and straight forward and only took minutes to complete! I now have peace of mind. Thank you very much insurance2go, I'll be highly recommending you to my friends and family!! :)
Not happy as I haven't received my documents after more than 2 weeks.
I needed insurance for my new iPhone so went on the Insurance2go website for a quote. Very good value for money compared to mobile networks. From a happy customer!
I spent ages online looking for the best value for money insurance for my brand spanking new HTC smartphone (which I love).
If you pay upfront with insurance2go you can save a packet on the monthly price.
I've had to make some amendments to my policy and the customer services team have always been quick to reply and help.
I've not had to (and hope to not have to) make a claim but in the event that I do have a mishap with my phone, I'm confident that the process will be handled quickly and effectively.
Although I have not yet made a claim with Insurance2go.co.uk I am very pleased with the price I am paying compared to other companies around, for example with Vodafone they are charging around £12.99 per month. I received my policy documents in just a few days and I have just read through all the Terms & Conditions and I am satisfied. Would recommend to others!
After me searching the www for mobile phone insurance for my new phone i came across insurance2go.co.uk, i got the best quote from any of the other insurance providers out their and would highly recommend them to anyone looking to insure their mobile.
Not really much to say, other than it's probably the most simple insurance I've ever set up, took minutes, had all the paperwork sent in a day or two afterwards and now I've got my reassurance that it's ok to drop my new iPhone and not worry about the consequences
Hi, i recently changed insurance companies as my previous one was expensive, i came across insurance to go, i was getting the exact same insurance as i was getting from Royal bank of scotland but at a much smaller price. Bonus :)
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