I’m extremely disappointed with Orange’s mobile insurance service. I’ve been a customer since 2020—I pay my bills every month on time—but since April 2025 I’ve been struggling to get my cracked screen repaired.
They keep transferring me from one department to another, telling me that “reports” have been filed, but nothing actually moves forward. A claim from a year ago still hadn’t even been properly closed. I had to resend the same email at least eight times before it was finally taken into account.
Then they asked me to update my Kbis, but even after that the claim still wasn’t closed. After months of follow-ups, in September I was finally told I could submit my claim. I did—and it was rejected because the phone’s IMEI doesn’t match the invoice—even though the insurance is the one that provided me with the replacement phone. They asked me for a swap certificate, but nobody is able to provide it.
This is unacceptable: no follow-up, no understanding, and no goodwill gesture. Customer service is completely overwhelmed—it’s bordering on a joke.
Well done, Orange, for this total lack of professionalism and seriousness.
