iv had a problem like this aswell. in janurary i lost my phone so i orded a new sim and paid the £15 for it, a few days later however my phone was returned to me. i decided to set up insurance with orange care, also i requested a letter to send my sim back to replace the money. 3 months on and they have finnaly waived the £15 from my bill. But they have charged me £15 admin care, for 2 months ago when i returned my phone due to a fault, which i haved had with the same model twice previously, i did not get charged the first two times i returned my phone, before i set up the care, yet this time i was. surely im passin the £6 a month so i do have to pay money when my phone breaks?