I am happy now thanks to brydie-Loa Thomas after a night mare of a couple of days at your Lowestoft store being told I didn't have insurance by a staff member after going in with my broken phone so I went and bought a second hand one to put my sim in then the next day when I checked paperwork I found I did have insurance the Lowestoft store manager was very unhelpful and offered me a month free bill and informed me to cancel my insurance (admittedly I wasn't the politest of people back and was angry why I was out of pocket £320 because of his incompetence) I left the store as I was rather irate to say the least and rang EE direct the woman I spoke to stated above Ms Thomas was very helpful sorted everything out new phone next day allowed for my loss and sorted everything out in a professional and fair way, it's a shame some people aren't as helpful but overall great service by EE on phone anyway.