I just had a really frustrating experience with one of the several iphoneXs that my family has and which I pay for under a single contract. All 4 are insured at something like $19 per month. But when I recently took my daughter's phone in to Optus because it was not working, we went through a whole hour long process in the store to see what the problem was, at the end of which they said a replacement should be claimed under insurance. After another 30 minutes on the phone, still in store, the insurance agent said that I had to lodge this for repair under warranty. Which I did, and was told that it would take a week or two. After 3 weeks and not hearing, I rang the Optus warranty centre and was told that the phone had been returned to the store and not repaired , as it was not repairable under warranty.
I then went back to the store and asked them to (re) initiate the insurance claim process. Only to be told by the store that they did not have the phone. I waited a few days and went back again. This time they did a 30 mimute search and said they still did not have the phone, but that they would in any case help me lodge the insurance claim. I then spent about 60 minutes on the phone completing the insurance process, only to be told at the end that because the warranty claim had not been successful, the insurance would not apply. Unless I went to Apple and had them confirm that a screen repair previously carried out had not impacted the phone's functioning.
At this point, after 3 store visits and something like 2.5hrs of time in store, all up, I had had enough. I have been paying $19 per month (times 4) for the past two years for insurance, as well as over $600 per month in fees to Optus.
The insurance is just a scam. You cant get you phone repaired on the spot at Optus, so you go to a repairer to fix small things like damaged screens. Then for big things, they use that against you to dishonour the insurance.
I have had it!! Fortunately all our contracts are now up for renewal. I WILL NOT be renewing with OPTUS (to whom I have paid over $12,000 in the last two years just on the current contracts, let alone over the past 10 years!). And I will defintely not be taking out insurance again.
I will also be lodging a complaint with the Telecommunications Ombudsman, as I this whole insurance rort needs correcting and Optus needs sorting out!
Another customer recently posted about a rejected claim that they wished to dispute. Aside from that we don't really hear of that many bad experiences with Device Protect.
This thread details the complaint process as per the PDS.