Frequently Asked Questions

Gadget insurance is a cost effective way to insure those everyday gadgets and electronic equipment that we can’t live without!  It is always surprising the value of everyday items that we carry in our briefcase / handbag.

A gadget is an electronic device designed by the manufacturer to be portable with its own internal power source, which can be used in or away from the home.

We offer insurance on Bluetooth Headsets, Camera Flashes, Camera Lenses, Digital Cameras, DVD Players, E-Readers, Games Consoles, Head / Ear Phones, In-Car Computers, iPads, iPods, Laptops, MP3 Players, Mobile Phones, PDAs, Tablets, Satellite Navigation Devices, Smart Phones, Video Cameras.

Please ensure that you have entered all your details accurately, this is critical if utilising the Find Address option, by entering your postcode and house number and allowing the system to find the remainder of your address details automatically.

The IMEI (International Mobile Equipment Identification) number of your mobile phone or smart phone handset is a unique identification code that is specific to your handset alone. It can be obtained by dialling *#06# or by checking under the battery of your handset.

Yes, you have the ability to auto renew your annual policy. You will be contacted up to 30 days before the renewal date of your policy and we will tell you about any changes to the premium or the policy terms and conditions. If you do not want to auto renew your policy, you just need to contact the Administrator on the contact details provided in the renewal notice. If you do nothing then the renewal premium will be taken from the bank account provided at the time of the initial purchase. You can advise the Administrator about any changes to your policy details or decide not to use the auto renew service at any time by calling 0844 876 1539.

Loss is deemed to be 'accidental' and permanent'. There are several exclusions that apply to the loss cover, for example 'loss where you have knowingly left the gadget unattended in a public place or on public transport including taxis.' The reason for this being that as you know where you left the phone and it is not there when you return for it or enquire about it then it has been stolen. In this case the theft exclusions will apply.

Yes it is covered under the definition of accidental damage.

You can insure up to 5 gadgets with mygadgetbuddy.com insurance. Gadgets must be less than 12 months old at the date of purchase.

You are covered anywhere in the world for a maximum of 90 days in any single 12 month period. Cover will apply up to the 90 days but not beyond.

Accidental Damage – We will pay repair costs if your gadget is damaged as a result of an accident during the policy period.
Theft – if your gadget is stolen during the policy period we will replace it. Where only part or parts of your gadget have been stolen, we will only replace of that part or parts.
Breakdown – if your gadget breaks down outside of the manufacturer’s guarantee period, we will cover the cost of repair during the policy period. This cover is not available on laptops.
Malicious Damage – If your gadget is damaged through the intentional or deliberate actions of another party we will repair it. Where only part or parts of your gadget have been damaged, we will only replace that part or parts.
Fraudulent Call Use – if your gadget is a mobile phone, is lost or stolen, and covered by your policy, we will refund the cost of calls made from the mobile phone after the time it was lost or stolen up to a maximum of £100. We will require itemised bills to complete any claim made during the policy period.

However you have the option to upgrade for the following:

Loss – if you lose your gadget during the policy period, we will replace it.
Worldwide cover – for peace of mind when you travel.

If your home insurance policy includes ‘Personal Belongings insurance away from the home’ or ‘All Risks Cover’ you should check whether it covers them. Normally items under ‘Personal Belongings’ or ‘All Risks Cover’ will only be covered for theft or accidental damage but not for breakdown and the excess on a home insurance policy is often higher than the excess on your mygadgetbuddy.com insurance.

Under the definition of a gadget, lenses are listed separately so yes they would be deemed to be a separate gadget. You can insure up to 5 gadgets under one policy. Other accessories are not covered under the policy unless listed under the definition of gadget.

If your gadget was provided to you as part of a contract, and you part paid or the cost of the gadget was free to you, you will be required to provide evidence of the original order and/or contract under which the gadget was supplied and the current retail price of the gadget from an internet or high street retailer.

There is an initial 14 day period during which, if your gadget is stolen, lost, damaged or breaks down, you will not be able to claim and this is called the “exclusion period”. The exclusion period is:

• 14 days after the start date of your policy
• 14 days after any change to your policy in which you add a gadget to your policy or replace a current insured gadget – the exclusion period applies to the gadget you add.

Please note that if you have an annual policy the exclusion period will only apply when you first take out the policy. If you renew your annual policy in 12 months time, the exclusion period will not re-apply at renewal.

Monthly policies: As per your Certificate of Insurance, if you have chosen a monthly policy it will continue until you cancel with us by email, fax, post or telephone. Your Certificate of Insurance additionally states that your policy will end if we do not receive your premium payments. Upon cancellation, cover will terminate at the end of the month for which you have paid your premium (subject to your 14 day Statutory right to cancel).

Annual policies: As per your Certificate of Insurance, if you have chosen an Annual Policy your period of insurance is 12 months from the date of purchase or renewal. Upon cancellation, cover will terminate immediately and providing you have not made a claim you will receive a pro rata refund of the premium (subject to your 14 day Statutory right to cancel).

You should contact us so that we can update your policy. Please contact one of our friendly members of staff on 0844 875 1539 or by post – Citymain Administrators Limited, PO Box 116, Ryde PO33 2WX

Your policy is sent to you via the email address you provide us. Please note that some internet providers filter out automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If you haven't received it please email us at admin@mygadgetbuddy.com or call us on 0844 482 9544 to send it again. Alternatively for a small postage charge, your documents can be delivered by post.

You may cancel your insurance policy within 14 days of purchase without penalty and we will provide a full refund. After 14 days, you may cancel the policy at any time and receive a pro rata refund. You can cancel your insurance, by giving notice of cancellation by email, fax, post or telephone quoting your policy number.

mygadgetbuddy.com insurance is arranged by Rock Insurance Services Limited, underwritten by Jubilee, Lloyd’s Syndicate 5820, and administered on their behalf by Citymain Administrators Limited. Rock Insurance Services Limited and Citymain Administrators Limited are authorised and regulated by the Financial Services Authority.

Please contact us on customerservice@mygadgetbuddy.com

Unfortunately not, this policy is for UK residents only.

No, immediate family (who must permanently reside with you) MUST be over 16.

Yes, you can take out any number of policies. The important thing to remember is that you must own the gadgets yourself (as shown by the proof of purchase) in order to take out the insurance.

You or your immediate family. Immediate family being defined as ‘your mother, father, son, daughter, spouse, domestic partner who permanently resides with you and are over 16 years of age.

The insured person named on the policy schedule and owner of the gadget(s).

Our insurance provides cover for gadgets which are no more than 12 months old at the time of purchasing insurance. If you have purchased your gadget from a recognised store and it is a second hand gadget or one that has been refurbished, we need to see the original proof of purchase to show it is not more than 12 months old and where it was purchased. Please note we do not accept proof of purchase from any auction website like Ebay or personal classified ad site such as Gumtree for either the original purchase or any subsequent purchase.

No, the gadget has to be bought in the UK, the Isle of Man or the Channel Islands.

Yes, providing it is under 12 months old then you need to advise us the new handset details and we will change it over. You will need a relevant proof of purchase in the event of a claim, the replacement paperwork will suffice providing it has the new IMEI number on it as well as enough other identifying information.

Yes, providing it is bought in the UK, is less than 12 months old and you have a relevant proof of purchase.

Unfortunately we are unable to provide cover for items purchased from an online auction site.

The item must be less than 12 months old from the date it was purchased as new.

If you have a business bank account, you will need to click on the Direct Debit Mandate link, print and complete it in full and return to the address detailed on the form – mygadgetbuddy.com, PO Box 116, Ryde, PO33 2WX.

In order to set up a Direct Debit, mygadgetbuddy.com will ask you to complete a Direct Debit Instruction. You will need to provide your name and address, name and address of your bank/building society (where applicable), your bank/building society account number and branch sort code. Please ensure all the details are correct.

We will update their payment records and forward the instruction on to your bank/building society. The Direct Debit instruction gives us authority to collect varying agreed amounts from your account on dates agreed with you.

We will give you advance notice of collection of dates and amounts. Please check these details are correct. Should you wish to query any of the details contact us straight away. There is nothing further you need to do apart from ensure you have sufficient funds in your account.

Direct Debit payments are taken on either the 8th or the 20th of each month. When you purchase a policy you will receive an email confirming which day your payment will be taken and the future payment schedule. You can then swap to either one of these two dates but you cannot choose any other dates. To swap your Direct Debit payment date please call 0844 875 1539.

You will only be able to move forward in the application process if correct details are entered. The website only accepts information that is validated by the bank. If incorrect details are entered an error message will be displayed and you will be asked to enter your details again correctly.

If you cannot complete the Direct Debit mandate online, click on Manual Direct Debit mandate, print out the forms, fill them in and post them to the address on the form – mygadgetbuddy.com, PO Box 116, Ryde, PO33 2WX.

If you are not the sole signatory on your bank account, you will need to click on the Direct Debit Mandate form, print and complete it in full, with all the signatories to sign and return it to the address detailed on the form – mygadgetbuddy.com, PO Box 116, Ryde, PO33 2WX.

Please send it to the address on the form – mygadgetbuddy.com, PO Box 116, Ryde, PO33 2WX. We advise that you consider sending your supporting documentation by Royal Mail Special Delivery as this provides a greater assurance that it reaches us and within a timely manner. However, if you chose to send your documentation by Standard Mail or Recorded Delivery the assurances can be somewhat reduced and the validation of your policy may be delayed.

You can pay online using our secure system where all data is encrypted. We hold your details according to the Data Protection Act 1998. If you do not feel comfortable online then you can call one of our friendly staff in our UK call centre on 0844 482 9544 and they will help you with your policy.

Yes, you can cancel the direct debit at any time, the policy would then be cancelled from the date the policy was paid up to. Monthly policies are purely that and are renewed monthly, not annually so you would not be required to pay the remainder of the premium.

To claim, phone our claims helpline on 0844 875 1539 Quoting mygadgetbuddy.com. When you contact us please ensure that you have the following information available to you as we will require it to process your claims: your mygadgetbuddy.com policy reference number and brief circumstances of your claim.

A claim form will be issued for all claims and will be either emailed or posted to you depending on your preference.

Due to the Data Protection Act, you cannot claim on behalf of another individual.

You should either contact your local police station or the police station local to where the incident happened.

If your claim is due to Theft or Loss please allow 3 working days, from the date we receive claim form, for your insurance claim to be processed.

If your claim is due to Accidental Damage, Mechanical Breakdown cover please allow 5 to 7 working days for your insurance claim to be processed, from the date we receive your claim form. These timelines are subject to receipt of the full information required to assess your claim.

To check the status of your insurance claim please contact us on 0844 875 1539.

We would take that into consideration, as long as you tried to contact us on the Monday.

We will endeavour to replace your gadget with an identical new or fully refurbished gadget of the same age and condition, but not necessarily the same colour. However, in the unlikely event that this is not possible we will provide you with a new or fully refurbished gadget of a comparable specification or the equivalent value taking into consideration the age and condition of the gadget prior to your claim.

Yes it is automatically covered though there may be an additional premium incurred as a result if the value of the gadget is amended.

You are covered for up to two replacement claims in any one year of cover, this limit does not apply to repairs (where there is no limit).

There is an excess applicable to each and every successful claim (this is the amount you contribute towards the claim) and which must be paid before your claim can be approved.

In the event of a claim you will need to provide the original receipt for the purchase of your gadget for which you are claiming. The receipt must be in your name.If you do not possess or were never issued with a receipt for your gadget (as they were provided free as part of a contract, e.g. mobile phone), you will need to provide evidence of the original order and/or contract under which the gadget was supplied.

No, there is an initial 14 day period during which, if your gadget is stolen, lost, damaged or breaks down, you will not be able to claim and this is called the “exclusion period”. The exclusion period is:

• 14 days after the start date of your policy
• 14 days after any change to your policy in which you add a gadget to your policy or replace a current insured gadget – the exclusion period applies to the gadget you add.

Please note that if you have an annual policy the exclusion period will only apply when you first take out the policy. If you renew your annual policy in 12 months time, the exclusion period will not re-apply at renewal.

We will endeavour to replace with an identical new or fully refurbished gadget of the same age and condition. However, in the unlikely event this is not possible we will provide you with a new or fully refurbished handset of a comparable specification or the equivalent value taking in to consideration the age and condition of the gadget prior to your claim. Please note the excess fee is payable by you on every claim.  Please refer to the Policy Wording / Terms and Conditions for full exclusion details.