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How to claim on your phone insurance

09/03/2020 - Insurance guides

Once you've realised your phone has been stolen, contact your local police station. You'll need a crime reference number to support your theft claim, and once you have this it's important to keep it safe.

Part of our series of guides here to provide information to help you in deciding whether our insurance is suitable for your needs


The worst has happened, and your phone has either been lost, stolen or damaged in some way or another. Luckily, you've decided to take out insurance and you're covered, but do you know how to make a claim correctly, or do you know what documentation you'll need to supply?

Whether it's been a long time since you took out your policy, or you're simply uncertain of the details on how to make a claim, there's no need to panic. Just follow the simple steps below to start the process, and you'll be reunited with a fully functional handset as soon as possible.

Claiming for a stolen phone

Once you've realised your phone has been stolen, please contact your local police station. You'll need to obtain a crime reference number to support your theft claim, and once you have this it's important to keep it safe.

Because your claim concerns a phone, you must also notify your network that your device has been stolen. Your provider will then block your device so nobody else can use it, meaning you won't encounter any unwanted charges.

After this, it's time to begin the claims process by notifying us. There's no need to call, you simply need to fill out our online form which is available 24 hours a day, 7 days a week.

Use either your email address or policy number to log in, then follow the steps. You'll need all the relevant information about device to hand, such as proof of purchase and IMEI number. We'll also ask for details of any other warranty, guarantee or insurance (e.g. household insurance) that your phone is covered by.

Claiming for a lost phone

If you've knowingly lost your phone, and you're certain it wasn't stolen, we recommend contacting the establishment you believe you left it in before continuing with the claims process.

If you haven't been able to retrieve your mobile, your next step will be to report it as lost to your network provider, just in case someone finds your phone and begins to use it, contact them directly and ask them to block your number and blacklist the device. The Network Provider will register the IMEI on their network, if it’s not already registered (i.e. a PayAsYouGo sim), and then blacklist the actual phone too.

Once your network has been informed, please contact us and fill in our easy-to-navigate online form. Select the type of claim you wish to make, click 'next' and use either your email address or policy number to continue.

You may notice when filling out our form, that you will be asked for a crime reference number for lost phones, in this case, please put N/A as the police will not provide loss reference numbers.
When you go to claim, we will need the details about the date of the incident, proof of purchase for your device and other relevant information, such as any other warranty your mobile may be covered by.

Claiming for a damaged phone

With damaged phones, the claims process is slightly faster. Jump ahead to filling out our online form, and have both your details and the details for your handset ready.

If the damage you wish to claim for is classed as a fault, and you're still covered by your manufacturer's warranty, speak to the manufacturer first. If you're outside of your warranty, continue with our form.

If you've cracked your smartphone's screen or spilt liquid on it, for example, select 'I have accidentally damaged my item' from the dropdown menu. Then, provide us with all the details we need (your policy number, proof of purchase etc.) and we'll start on your claim.

If your phone is beyond economical repair, we'll do our best to replace it with an identical, high-quality refurbished item. If this isn't possible (for example, the model may be discontinued), we'll offer an alternative or comparable specification or equivalent value.

Have any more questions concerning your phone insurance? Be sure to check the full terms and conditions and don't hesitate to get in touch with a member of our friendly team, either by email or telephone. We're always happy to help.

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