My iPhone 6S (128 GB) was physically damaged. Their claims department sent me a replacement within 5 days, which meant I was without a phone for 5 working days. However, the new phone was faulty and had to be replaced again. The next phone, the one after that and even the fourth attempted replacement phone were ALL faulty in one form or another ! Apple support did a check on each and every one of the phones and confirmed that the phones were second hand, poorly refurbished and at least 18 months old on average !! The problem is not resolved, and the best they have offered is a cash settlement of £220, which may buy me half an iPhone 6S with 128 Gb memory !! Total scam.