FAQs

Buying O2 Insure is easy, as long as you do it within 14 days of buying a new phone or upgrading through O2 (inclusive of free upgrades) or within 28 days for online customers.

You can buy O2 Insure from any of our shops, or by calling O2 Customer Services. If you're a Pay Monthly customer, you'll find the number printed at the top of your bill. Or you can visit o2.co.uk/aboutO2/contactus or call 0870 241 02 02 (free-of-charge from your O2 mobile).

If you're a Pay & Go customer, you can call 08705 678 678 (charged at the national rate from your mobile or landline) or dial 4445 from your mobile for only 25p per call. You can use our O2 Customer Services number to either buy or cancel an O2 Insure policy, or to make a claim.

Once you have all the details you need to hand, making your claim could be as easy as a 5 minute phone call to O2 Insure.

To make a claim, you must contact O2 Customer Services within 48 hours of the theft or loss or within 14 days if your handset is damaged. All theft claims must be reported to the police within 48 hours, as you'll need a crime reference number to make your claim. Loss claims will require a loss reference number from either the Police or relevant authority (i.e. Transport for London). If this isn't possible, make a note of the Police station where you reported your loss, along with the name and badge of the officer you reported it to.

Once your phone line has been barred and you have all the crime/loss reference details, you'll be transferred to O2 Insure to process your claim. But do remember, your bills need to be paid up-to-date, otherwise your O2 Insure policy will lapse and you won't be able to make any claims.

An excess fee is the contribution you make towards each successful claim.

An excess fee of £25 for O2 Insure Premier and Standard applies to each successful claim make. A £15 excess fee applies to Complete Cover policies.

For a summary of your policy benefits please click here

A copy of your policy Terms & Conditions will be sent to you a few days after you purchase your insurance policy.

You can also download a copy by clicking on the "Insurance" link below.

Insurance

Yes, your replacement mobile phone can be sent to just about any address in the UK which you stipulate. As we send the mobile phones by registered post or courier, someone will need to be available to sign for receipt.

Only O2 customers over the age of 16 can buy O2 Insure handset insurance policies.

Cancelling a policy isn't a problem either. If you do so within 14 days of receiving your O2 Insure documents and as long as you haven't made a claim, you won't be charged. If it's been longer than 14 days, just call O2 Customer Services, giving 30 days' notice. You will only be charged for the time you were covered.

Don't panic. If your phone is lost or stolen, simply borrow a friend's to give O2 Customer Services a call straight away.

And don't worry, if you're calling outside of our working hours, you can call the out-of hours barring facility on 08705 214 000.