Once I managed to access the claims portal the process was very quick. I'd discovered that mobiles don't bounce and had shattered the back cover on my phone. I was offered a refurbished replacement immediately with no hassle, my phone was almost 3 years old so I thought that was a good deal. The replacement arrived 2 days later, this was only because I'd had to reschedule the next day delivery. My damaged phone was taken away and I received an email confirming receipt and closure of my claim 4 days later. I do wonder if the response would be quicker without a bank holiday weekend in between delivery and receipt.