No phone and insurance claim

[ElizabethLL]

Can anyone help - my phone died saturday morning all of a sudden. I have put in an EE insurance claim online who have responded saying they will call me...... I have no phone...I am trying to find an email address to write to but it's impossible!

I live alone and my work 'phone' is a virtual app on my phone so I am completely lost on how to contact anyone about this. The insurance email address is a no reply service and the online chat appears to have disappeared from the website (or I am being dim). I have tried to message EE on instagram (the only social media I can access without 2FA) but the response is for me to download the EE app....... to the phone that doesn't work arghhhhhh 

[Schockwave]

Hello @ElizabethLL ,

Welcome to the community,

There is no email address, this is why you should always keep a spare phone, so that if there is a problem with the phone or it is lost or stolen, you then have one to use.

You can also download the app to the tablet and probably computer as well, as then use live chat by scrolling down and clicking on help and then scrolling down to talk to us, where you should find the message us. Not sure whether they can help.

If you have no way of speaking, how do you expect the insurance to call you? I would contact them and say that you have no way for them to call you, I would also suggest getting a cheap phone in the meantime and putting the SIM card in the phone, then you will be able to speak to people.

[ElizabethLL]

Many thanks for your response. I don't need to speak to the insurance company. I have explained all in my claim and when dealing with mobile phone insurance it's very common that the claim is because the phone doesn't work, this is my first time insured with EE but not my first insurance claim. I'll wait for them to email me once they work out it's impossible to contact me via a broken phone. Buying a second phone when I pay for insurance to cover this one is not a journey I am willing to go on but i am sure that suggestion is helpful for others.

Thank you again for responding