There was a ton of these complaints a while back and from what I understood it was up to Optus or the insurer to supply the loan phone to the store and that was not happening.
I agree with you as its incomprehensible that a telecommunications company cant supply even a couple of cheap crap phones to get their customers out of jam especially when they have purchased insurance for this very purpose.
We're going to need to review our communication around loan phones and customers can request one.
It's causing a lot of confusion amongst not only the customers but our front-line teams.
In short, we do offer loan phones.
You can ask agent who's organised your repair/replacement to place an order for a loan phone. All loan phones are dispatched from our warehouse and delivered directly to the customer. The loan phone must be ordered at the time of submitting the repair/replacement order.
Our Retail stores do not hold loan phones on site.