There is an other clause that is worth taking a look at in the "4. Eclusions" part of the terms and conditions:

"The material damage due to neglect by the Insured or the User (neglect such as leaving the Insured Device in the rain or letting it fall on the ground or in water without Accident, even involuntarily".

I gave them a call and explained that my phone fell on the floor when I was taking it out of my pocket. the earphones got stuck in my pocket, held back the phone that sliped out of my hand and fell. Their answer was that I was careless (It's true though) and that there was nothing they could do for me. But I excptected my insurance to cover such events. So if you find yourself in that situation, tell them that you fell off your bike with the phone in your pocket. That was the lady's answer when I asked what was considered an "accidental damage".

I hope it helped.

It's very common for companies to sell double insurance. Car rental companies, travel agencies and airlines do it too. They assume (in many cases correctly) that consumers are poorly informed and risk-averse. 

Not much you can do about it now that you've already bought it, but at least you learned your lesson. 

So glad I found this thread. I have been paying for Orange Security Premium for over three years and now, after Friday morning, I need it. The accident with my phone is covered and according to section 3.2.1 of my insurance policy:

>>>>>>>>>>>>>>

3.2.1 Accidental Material Damage
The Insured Device will be repaired by a customer service provider
approved by SPB Swiss Branch.
A Loaned Device will be provided by Orange to the Insured while the
Insured Device is being repaired.

>>>>>>>>>>>

I am supposed to get a replacement phone provided by Orange. Not provided by the insurance company, but by Orange. So, Saturday, I visited a variety of Orange shops. None of them had a replacement phone. NONE. So, yesterday, I started calling Orange again. Their hotline staff also called all over town looking for a replacement phone and came up empty-handed. Their solution? I buy a cheap phone and use that in the meantime. Really? 

The Orange community forum was pretty useless. And I have nothing in writing that says I will be reimbursed, only the word of Orange hotline employees. 

Today's employee offered a chf20 credit on my next bill so that I am compensated in some part, but I am still angry. They are breaking their end of the contract. And I feel like I have no recourse. 

In the U.S., you can ask to speak to a manager, but that doesn't seem to work here. How do I escalate a situation up the hierarchy to get a more workable solution?

Thanks for any advice or empathy. :)

Hello,

Im sorry for that, but it works like this. Orange won't give you a phone, if your phone is got dammaged (no accident) you can ask at "Apple" for the warranty if it still available. If your phone got dammaged after an accident you need to contact the insurance if you got one, the same same if you were robbed. An important thing, a friend who worked in this insurance told me that you can't ask to the insurance twice per year if you got robbed or saying twice you had an accident. Orange is horrible, they don't give you any solution, I had the same, so try to use directly your warranty or your insurance.

Im sorry :(

Insurance is the biggest con ever. Especially the stuff direct by the phone operators. Best thing for it is to say you had the phone stolen, (check your T&C,s first to make sure you are covered and say you were pick pocketed walking down the street) file crime report with the police and they pay up. Its pretty hard for them to argue with that though they will blame negligence on your part but you will win on this .

If your phone got stolen or loss, your assurance ménage can cover it.

Just be sure you have a copy of your poice report or an email print out that you have reported it to your provider. It is even quicker if you also kept the original contract and amount you paid for the phone.

SInce this is a beef with Orange thread, so to speak, I wonder if anyone else has received the great news that their pay as you go contract is being "upgraded" so they pay more per minute?  It's not a big deal, the call charges go from 32 cents to 33 cents per minute so it's negligible, and I can perfectly understand a company is able to change its charge structure as it wishes, but i can't understand how it can increase the fees associated with credits that I already paid in the past at their previous rates and which remain.  Surely the idea is that they can charge their fees and i can choose to never buy any more credit with them if i wish, but what they are doing is retrospectively applying it to the total balance even though that balance was bought when they were advertising the lower charges.   Isn't there a contract between me and Orange where i buy their service at a set stated fee at the time that the payment is made?  I can't see how they can in effect reduce the value of credit that i bought prior to them telling me the call charge will increase.  It just strikes me as totally immoral and counter to the contract.  Any thoughts?

Been screwed by them with this insurance scam as well. They are basically criminals and they also suck in France too

It's not just Orange CH.  Orange UK too! 

My wife's old iPhone, already past it's two year contract and I called them to get it unlocked from the network. No problem they said, 20gbp and it will take up to 20 days..  So 30 days later I call them to say it's still not unlocked, what's going on.. First they tell me there's no record of the unlock request.. I asked if they can see the 20gbp charge.. Oh yes, 20gbp for unlock .. So we're approaching 20 days once again and still no unlock..

At least they refunded the 20gbp but still a stupid amount of time for a simple request.. Vodafone UK unlocked another of our iPhones within 2 hours.

Thanks for the advice and the empathy and shared stories, everyone! The insurance policy I purchased through Orange is repairing the phone, it's getting Orange to live up to its part of the bargain. I will be sending a strongly worded letter because apparently that's my only option. Oh, and canceling the monthly insurance on it.

There is no good mobile company out there, is there? :(