I took out insurance with Fonesafe, had my first phone stolen and yes I did receive a new one after paying £25 excess.
The phone I received was not working properly after about 5 weeks, no light on the screen etc. I rang Fonesafe up and they said it was still under warranty and had to be returned to their suppliers for repair.
After numerous phone calls and three weeks I eventually got a jiffy bag to return the phone. Three weeks later I was told that the phone would not be replaced as it had malicious damage done to it, etc a dog had bitten it. I am disgusted, I dont own a dog and the phone I returned was brand new, it didn't even have a scratch on it when I returned it.
Fonesafe said I could have a new one at the cost of £50. I have declined this and am trying to fight my cause. This company is so unprofessional, they try to sicken you with all the waiting times etc. I think they damaged the phone themselves so I had to pay for another one. What is the point in having insurance. I will keep in touch as I won't let this drop.