I lost my phone on 19/12/2016. My claim was accepted and I paid £163 excess on the 22/12/2016. I was then informed that I had an unusual handset and it took until the 04/01/2017 to send me a reconditioned phone, The headphone jack didn't work, but with the constant phone calls to their office and every deadline the customer services team gave me being missed, the whole thing has been so stressful, I was prepared to ignore this fault. However on the 11/01/2017 the phone would not charge. I tried three different chargers, all compatible, and nothing. I was so frustrated with having to deal with this company again, I bought a new phone so I can run my business. They picked up the faulty handset on 16/01/2017. I spoke to them this morning and apparently the handset was able to be charged by their engineers, and they offered to send it back with a new charger. It is now 1 month after the loss of my phone, and I would happily never have anything to do with this company again. Their website maybe easy to navigate when they want to take your money, but when making a claim, it is difficult, very time consuming and unnecessarily frustrating. I am now still without the replacement handset, which apparently now cannot be tested without giving them access to my google account. They now have access to all my private details as I was unable to delete the contents, as it wouldn't charge, they want access to my password to my google account, and I can look forward to a replacement with an intermittent fault, a new charger, and complete strangers trawling through my private details both on my mobile and online. Not sure how this qualifies as insurance, customer service or value for money. I would recommend that any potential client look elsewhere.