I’m looking for practical UK advice about progressing a lost-phone claim through Barclays Tech Pack, administered by Likewize. I have banked with Barclays for 11 years and paid for Tech Pack for approximately five years.
I lost my iPhone 16 Pro Max on 6 October 2026.
There was initially considerable back-and-forth getting the documents from O2. Some earlier documents were rejected by Likewize, and I repeatedly contacted O2 about the information provided, SIM blocking and device barring. I then gathered the evidence again and submitted a fresh bundle on 10 October at 23:52, including:
- The original O2 proof-of-usage email and letter identifying the phone’s IMEI and my mobile number.
- Separate O2 IMEI-barring confirmation and supporting chat correspondence, plus independent blacklist-check screenshots.
- Argos purchase evidence.
- Immobilise registration.
- Apple screenshots showing the device details, Find My enabled and Lost Mode requested/pending while the device was offline.
The O2 usage letter lists first use in November 2024 and last use on 6 October 2026, the day the phone was lost. I supplied separate evidence for usage and barring.
My Argos receipt does not contain the IMEI, and I no longer have the packaging. I physically visited Argos and obtained photographs of their system showing the transaction and phone details, but staff could not provide the old IMEI record. Likewize had previously told me network proof of usage was an acceptable alternative where the purchase evidence lacked the IMEI, so I supplied that.
Their guidance said documents would be reviewed within two working days. On 13 October, I received an email saying they had tried unsuccessfully to contact me and asking me to telephone their validation team. It did not identify any outstanding document or explain what further information was needed.
I replied explaining that I had no working phone or SIM available and was willing to answer questions in writing.
On 15 October, they replied: “Until we have spoken to you over the phone, the claim will remain on hold.”
I then borrowed a phone and called their specified number at 16:44, within their stated opening hours. I stayed on hold for 1 hour 13 minutes. The announcements repeatedly stated queue position 19 and asked me to remain connected. Nobody answered, and I eventually ended the call. I have a call-history photo and retained a recording.
I have now emailed them about the failed call, copied their Customer Relations team and requested a manager’s review. I said I would try to borrow a phone again tomorrow, but that depends on other people being available.
Being without my own phone is preventing access to several banking and other accounts requiring 2FA, disrupting important ongoing complaint cases and making contact with my family abroad difficult. It is causing considerable stress.
I emailed Barclays a complaint on 13 October and have not received an acknowledgement. Today’s large update bounced because of its size, so I resent a smaller email with two supporting images. Registration of the Barclays complaint is still unconfirmed.
I understand that further validation may be necessary and remain willing to cooperate. I need a practical way to complete it and clear information about what remains outstanding.
What practical steps can I take to obtain an agreed validation appointment or another workable method, and get the service complaint properly registered and investigated?