Unfortunately during a trip to Sydney some time ago my device was stolen. I have since attempted to claim this on my device protect insurance. I was told I'd get a reply within 5 days and it is now coming up on 3+ weeks.
I have a trip coming up soon overseas and am currently using a backup device which is horribly unreliable. Forking out money for a new device is the next step but cash flow is tight. I'd like to sort this before departing, however whenever I call Optus insurance they either tell me,
a) There's a note against your claim stating it is still pending review
b) Your claim HAS been reviewed and you can expect a call back today (Twice now, no reply and have reverted to statement (a) after saying this!)
I find this to be ridiculous and feel like I'm being stuffed around. Is it worth approaching the financial ombudsman to file a complaint? Don't even know why I'm paying for device protect at this stage. First time Optus customer, likely last.
Does anyone have any thoughts?
It does sound like pretty crummy treatment. The Optus Insurance is handled by a third party I believe so Optus staff may not have direct control over the claims process. Unfortunately in a case like this there's not much you can do IMO. Complaints to ombudsman are all very good but can take months.
The Insurance PDS says nothing about response times unfortunately.
I can only suggest contact them again (1800 501 971) and try find someone to actually confirm what is happening or needs to be done. I wouldn't agree to an offer of furture contact just an answer while you wait.
Hey @Paxation - thanks for reaching out! Sounds like a very frustrating experience. Can you please confirm your full name, DOB and mobile number via PM, so we can take a look?