who is the insurance actually with?
although you have an agreement with o2 if you took the policy at the carphone warehouse then the insurance is actually with them not with o2.
carphone are a reseller so they upgrade the customer on terms that you agree to and they then validate with the network that they have upgraded you for, carphone then receive a commision from the network of about 400 pounds out of which they have to purchase the phone.
the type of insurance which allows an early upgrade is only offered by the carphone warehouse not by o2. to be able to claim first you need to buy out the remainder of the contract with the network, which in this case is o2 and then the insurer will reimburse the money. with a 35 pound contract term this will involve you paying 35 x 9 plus 4% to cancel and then claiming this money back.
what i am trying to say is it would seem your issue is with carphone insurance not o2.
anyway, i have worked for mobile phone retailers, more than one network but never an independant such as phones 4 u or carphone, which have very differant names within the industry believe me. every day i deal with customers who have often been sold products without a full understanding of what they have bought as they thought they were getting a better deal by going independant which sadly is far from true.
i would need to no more to help you as there are ways of dealing with this.
hope this helps
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