Each of our gadget insurance policies have a series of benefits which come as standard:

• We provide accidental damage cover so that if you accidentally drop your device, crack the screen or damage the LCD, you are covered.
• You're also covered in case of malicious damage and liquid damage to your device.
• We'll help you if your device develops a fault or suffers a mechanical breakdown. After your warranty has expired.
• We offer cover for you & your immediate family when using the device.

Check out the Insurance Product Information Documents in the comparison table for full details of what is included, and for information about what is not covered.

With an Insurance2go policy, our overseas cover comes as standard across both our individual and business insurance policies.

Whilst we can help bring peace of mind when it comes to protecting your device, there are some things you can do to keep your device safe, for example, purchasing a sturdy case for your device can help protect it against bumps and scrapes.

Additionally, when taking your device anywhere with you, you should keep it hidden and out of sight in your bag or pocket to deter pickpockets. You should never leave your device unattended or in the possession of people you do not know or trust. If you must leave your device in the car, ensure your device is in an enclosed storage compartment, boot or luggage space and all doors and windows are closed.

We also recommend that you regularly back up your device. Should the worst happen, and you lose, or have your device stolen, your contacts, messages, emails and photos will be up to date to the point you last backed up your device.

It’s important to check the terms & conditions before choosing the correct policy for you. Your mobile insurance policy should reflect your lifestyle and have the appropriate level of cover for your device.

If you've lost, or had your phone stolen, your first port of call should be to notify the police - particularly if its the latter. Being able to access the photos you've taken on your missing handset will depend on two things:

1) If you automatically send your photos to cloud storage. This will likely be either Google Drive for Android handsets, or iCloud for Apple. If you set up your phone to do this, you should be able to see all images by logging into your Google Drive or iCloud account.

2) If you don't use cloud storage (if you take loads of photos it would likely mean paying for it), retrieving your photos will be difficult unless you regularly back up your device. Regular back ups mean your photos, messages, emails and contacts will be stored either in your cloud service, or on a PC or Laptop.

Most policies will stipulate at the point of purchase that you agree that the device is free from damage and is in your possession. In any event, in order for a claim to be considered, the incident must occur during the period of insurance, so must not already have occurred when taking out any associated insurance.

It is important to ensure you take out appropriate cover to suit your individual needs  i.e. what you want protection against. Weigh this up against other important factors such as the price and policy term.

You may also want to look at an insurers brand reputation - what do their customers say, and how competent are they in terms of their claims process.

As long as your phone is under 36 months in terms of age, with Insurance2go, your cover will begin as soon as you have purchased your policy.

You can cancel your policy at any time. If you cancel your policy within the initial 14-day cooling-off period, you will receive a full refund of all premiums paid provided that you have not made a claim. If you cancel your policy after the 14-day cooling-off period and you pay your premium monthly, there will be no refund of premium because you will only have paid for the cover you have already received.

If you cancel your policy after the 14-day cooling-off period and you pay your premium annually, you will receive a proportionate refund of the annual premium you have paid, provided that no claim has been made.

Each of our policies cover the insured device when it is used by a family member, although the policyholder will need to be over the age of 18.

Citymain Administrators Ltd is the company who looks after our mobile phone and gadget insurance schemes. They work on behalf of the Underwriter to take payments from you and also process any claims you make on your policy.

Both Insurance2go and Citymain are part of a group of companies owned by SPB UK & Ireland Limited. This means from the point of purchase, through to your claim and repair, you are dealing with the same business.

A policy excess is standard for most types of insurance policy. It is a payment you usually make as your financial contribution to the claim you are making.

The excess amount is shown when you get a quote for your device on our website and it is also confirmed in your certificate of Insurance once you have purchased the cover.

In addition to the Excess, claims within the first 31-days of a policy's inception, or within 31-days of an adjustment to the device(s) on cover, are subject to an additional Early Excess amount as detailed within your insurance certificate schedule provided upon purchase of the policy for each claim within the 31-day period. To proceed with a claim in the first 31-days, the Excess; Early Excess; and, if paying monthly, the first months premium must be in full before a claim can be processed. 

As with traditional insurance such as your car or home insurance, we auto-renew your policy every 12 months if you have an annual policy. We write to you at least 30 days prior to your renewal to let you know your options.

If you have a monthly policy, this will be on a rolling monthly basis unless cancelled by you or us. You will receive an annual statement to remind you of the details of your cover.

If you purchase an annual policy from us, it will auto-renew on its anniversary. We will contact you by email at least 30 days prior to advise you that your policy will renew, at which point you can make a decision on whether you wish to keep it or cancel it.  You can also cancel or update your policy at any time.

For Monthly policyholders, you can keep your policy active as long as you wish - as long as you continue to pay your premium. Again, you have the option to cancel at any time.

Unfortunately, we are unable to insure a device that is purchased outside the UK.

If you buy a non-UK device from a retailer in the UK, we would insure it. However, should you then make a claim on this device, any potential replacement would be replaced with a UK model.

Each of our gadget insurance policies will cover you, the policy holder, and your immediate family who live at your home address which you provide when buying your policy.

If you change your device and wish to have it insured, you will need to tell us and we will consider transferring your policy to include your new phone, otherwise we will only be able to insure your original device. Please note that if you have upgraded to a more modern phone, there may be a change in premium.

Unfortunately not. We are only able to provide gadget insurance to individuals who reside in the UK.

Yes you can with our Multi Gadget policy. Not only can you insure 3 or 5 devices under one policy making it easier to manage your devices but our multi gadget policy also offers better value for money.

To make a claim, you can use our simple online claims portal which is available 24 hours a day. You can also use it to track the status of your claim at a time convenient to you.

Claims Portal 

Alternatively, you can contact the Citymain claims team directly:

By phone: 0333 999 7905 (local rate call, 9am – 5.30pm Monday – Saturday).
By email: claims@citymain.com (9am – 5.30pm Monday – Saturday)
By post: Citymain Administrators Ltd, 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3FQ

The information we require when you make a claim will differ depending on the type of claim you are making.

It is standard across all claims that you will need to provide us with proof of purchase for your device. The proof of purchase must provide evidence that you own the device and that the device is less than 36-months old from the time the policy begins. It must also include the make, model and IMEI/Serial number of your device.

If you do not possess or were never issued with a receipt for your gadget because it was provided free as part of a contract, e.g. through a mobile phone service provider, you will need to provide evidence of the original order and/or contract under which the mobile phone was supplied.

Unfortunately, if you cannot provide evidence of proof of purchase, your claim may be rejected.

For loss and theft claims, in addition to your proof of purchase, you will also need to supply us with a proof of usage - which can be retrieved from your network provider and a loss or theft report. These can be filed with your local police station.

If you are making a claim for an incident which happens overseas, we will need information such as copies of your travel documents.

We aim to assess your claim within 2 working days, although we often turn around our assessments quicker than this. You can use our 24-hour claims portal to track the status of your claim.  Click here to start your claim - www.eclaimcity.co.uk

We keep you informed of the progress of your claim at each step of the process. These communications are usually sent by email – you may need to check your Junk Folders if you haven’t received anything from us.

Once your claim has been assessed and authorised, we will send you an email with instructions of how to pay your excess. You can pay for your policy excess online using the instructions provided, or you can call us to settle this amount which will vary depending on the value of the device insured.

With Insurance2go, there are no limits to the number of claims you can make whilst your cover is in place.

We believe you deserve a courteous, fair and prompt service. If there is any occasion when our service does not meet your expectations, please contact us using the appropriate contact details below and provide the policy/claim number and your name to help us deal with your comments quicker.

Claims or service-related complaints:

Citymain Administrators Limited,
3000 Lakeside, North Harbour,
Western Road,
Portsmouth,
PO6 3FQ

Telephone: 0333 999 7905 (local rate call)
Email: info@insurance2go.co.uk

Following our complaints procedure does not affect your legal rights as a consumer. For further information, you can contact the Citizens Advice Bureau or Trading Standards.

If we have not completed our investigations into your complaint within 8 weeks of receiving your complaint or if you are not happy with our Final Response, you may ask the Financial Ombudsman Service (FOS) to look at your complaint.

If you decide to contact them, you should do so within 6 months of receiving our Final Response Letter.

For more information regarding the scope of the Financial Ombudsman Service please refer to www.financial-ombudsman.org.uk.

The Financial Ombudsman Service,
Exchange Tower, London E14 9SR
Tel: 0800 023 4567

Get in touch online 

If you have purchased the insurance policy online, you may also raise your complaint via the Online Dispute Resolution Portal which can be found here. 

This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.

Once your claim is approved and your item is received, please allow 5-7 working days for us to repair and return the device to you. However, most repairs are completed within 1-2 days.

Once your claim is approved, please allow 3-5 working days for us to replace your item. However, most replacement are dispatched within 1-2 days.

We will endeavour to replace your item with an identical fully refurbished item, (or new where a refurbished item is not available) of the same condition as your own.

However, in the unlikely event this is not possible, we will provide you with a fully refurbished item (or new where a refurbished item is not available) of a comparable specification or the equivalent value taking into consideration the age and condition of the item prior to your claim.

Yes – wherever possible we will supply the same make and model as you had prior to your claim, although this cannot be guaranteed.

We will let you know when organising your replacement whether we have it in stock, and if not, a potential turnaround time to get you a replacement device. At this point we can discuss alternative options in relation to colours / sizes should you want a quicker turnaround.