Claims procedure

Contact us

In the event of a claim, please contact us on 0844 875 1539 within 48 hours of discovering the incident. If the incident has occurred outside the UK, please contact us within 48 hours of your return to the UK. We will then send you a claim form.

Complete the claim form FULLY and return it to us within 30 days of notifying the claim together with any requested supporting documentation including:

• Police Crime Reference/Lost Property Number (where applicable)

• Proof of violent and forcible entry (where applicable)

• Proof of purchase

• Any other requested documentation.

The administrator will assess your claim, and as long as your claim is valid, will authorise the repair or replacement of the gadget as appropriate.

In the event of a claim you may be asked to provide details of any other contract, guarantee, warranty or insurance that may apply to the item including but not limited to household insurance. Where appropriate a ratable proportion of the claim may be recovered direct from these insurance providers.

Please note: If we replace your gadget the damaged or lost item becomes ours. If it is returned or found you must notify us and send it to us if we ask you to.

To help improve its service, the administrator may record or monitor telephone calls.

Report the Theft or Loss (if you have taken out additional loss cover

For all phones including smartphones report the loss or theft within 12 hours of discovery to your airtime provider and blacklist your handset

For all gadgets – please report the theft to the Police within 24 hours of discovery. You must obtain a crime reference number in support of a theft and a lost property number in support of a loss claim

So that we can approve your claim, the stated excess fee must be paid: