Waited for the box to be delivered so I could post my phone to get fixed. Two weeks later still no box. Rang them up and was told that no one actually posted the box. Finally received the box. Posted it on Monday through their dedicated couriers but apparently they only received it on Thursday. It's been a week now without a phone and still nothing. If I knew this was gonna be the case before taking the policy out I would of looked elsewhere. I once claimed on o2 insurance a couple of years back, although insurance was more expensive I had my phone back within days. Cheap bairns pay twice I guess! Won't be staying with row once I get my phone back (if I ever will in this pace...) they only seem to care about how much you need your phone if it's stolen, lost or damaged beyond repair... because then you get a replacement within 24hrs. Who cares about everyone else's claims. Maybe consider losing your phone before claiming!! One good thing - customer service advisors seem to be nice.