lost my phone beginning of December and claimed through the online portal, i was nervous as i had read really bad reviews and the insurance company were emailing me asking for further details but i understand why they would triple check the details of my phone getting lost! about a week and a half later i received my new phone, perfect condition although the software was faulty and would not update; i emailed back and they had sent me out a prepaid envelope to safely send my phone back as it was under warranty, 5 days later i have now received my phone - perfect condition again and now up to date! they had updated me every step to keep me in the loop with what was happening! i am extremely happy with how this went, i was just unlucky to get an iphone which i couldn’t update myself but i would recommend this phone insurance, very cheap and fab customer service for me