I broke my phone so made a claim online. No response for 5 days. They finally replied and asked for lots of documentation which they could have requested straight away. I provided it and my claim was accepted. Sent my phone off for repair and three months since I first raised the claim, I still do not have my phone back. They've claimed it's been recorded as delivered to a different address and every time I chase they simply say they're waiting to hear more back from the repair centre and/or delivery company. No one updates you and you have to repeatedly chase for any kind of information. It's been so long I had to go out and buy a new phone. I mean, seriously, would you ever take out phone insurance if you throught you'd be without your phone for 3 months?! Absolutely shocking. Definitely do not use, not worth the few quid you'd potentially save.