Claims process explained

If your phone is damaged, lost or stolen and you need to make a claim, please follow these simple steps:

In the event of loss or theft:

  • Inform the Police to obtain the relevant incident reference number. We cannot process your claim without this.
  • Report the incident to your network provider in order to block your SIM card as soon as possible. You're covered for any unauthorised network charges (calls, data etc.) from when the phone was lost or stolen until 24 hours after you noticed it missing, up to the policy limits.
For all claims:

Please register your claim with us as soon as possible after discovering the incident. You can do this online or by calling 0800 11 88 55. Lines are open 8.00am – 8.00pm, Monday – Friday, and 9.00am – 6.00pm, Saturday and Sunday.

You will then need to complete a claim form and return it to us. When returning your claim form, please ensure you have provided valid payment details for your policy excess. We can’t continue with your claim until you pay the excess.

If you require further details, please refer to the terms and conditions.

What happens next?

Find out more about what happens after we receive your claims details for: