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O2

Lost or stolen device


If your phone has been lost or stolen, we’re available 24 hours a day to help. We can block your phone and sim, and send you a new sim with your existing number – all for free. 

 

If you have phone insurance, we’ll also help you make a claim and replace your mobile.

 

Before you call

Please have this information to hand when you get in touch:

 

  1. The answer to your security question. If you've forgotten, just sign in to My O2 and you'll find it under your personal information.
  2. If you’re a Pay Monthly customer, you’ll also need to know the name of your tariff, and the date and amount of your last bill.
  3. If you’re a Pay & Go customer, you’ll need to tell us two of the phone numbers that you call or text a lot, plus the amount of credit left on your phone.

 

Making a claim

To make an insurance claim, you’ll need to contact us within 48 hours of your phone going missing. You’ll also need at least one of the following:

 

  1. A Crime Reference number from the police.
  2. A loss reference number from the police or a relevant authority (e.g. Transport for London).
  3. The name of the police station where you reported your phone lost/stolen, and the name and badge number of the officer you spoke to.

 

Contacting us

Once you have this info, you can get in touch straight away using Live Chat, or:

 

 

If you’re making an insurance claim, we’ll transfer you directly to O2 Insure, who will process your claim.

 

Remember: If you’re behind with your bill payments, your O2 Insure policy may have lapsed.

 

 


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