I have never had a more difficult 'simple task'.
For starters, it is an expensive policy - £10 a month. Then, the service is abysmal. I spent a long time on the phone with their staff, one of which needed to speak to the manager about certain details and they cannot even process the claim over the phone.
I was given two options to essentially send them the claim in writing: 1) to have the form sent to me, to send back to them, or 2) register on their website, fill it in, then print it out and send to them. Either way, it takes approximately 14 days to 'process'. One phoneline worker thought my situation was 'accidental damage' as the location of the phone was known (in the sea), thus needing an 'IMEI' number from Orange. Another thought it was a 'loss' - needing the 'IMEI' number as well as a police reference number.
I enclosed both on the online report for good measure, but upon submitting it to print out the form they want, I was signed out. I now cannot sign in because the server has gone down and I am met with a page of internet jargon. I am stuck, I am very busy and do not have time for this. I am baying for blood and want this company to go down in flames.
By contrast, my neighbour lost his phone a couple of months ago, made one phone call to his Orange insurance (£5 a month) and received new kit in the post within 24 hours!!