FAQs

This page helps you to find answers to the most frequently asked questions

Mobile Phone Insurance

Your Mobile Phone Insurance benefit is managed on Nationwide’s behalf by Lifestyle Services Group Limited. They are the UK’s leading mobile phone insurance provider and manage more policies than anyone else. They are authorised and regulated by the Financial Conduct Authority. They also manage the Card Cancellation and Identity Theft Assistance benefits provided with your FlexPlus account.

The IMEI number is the unique serial number used to identify your phone. The easiest way to obtain this is by entering *#06# on your phone’s keypad and the number will be displayed on screen. Otherwise, the 15/16 digit number is usually displayed in the battery compartment of the phone, on the box it came in or on the receipt. If you cannot retrieve your IMEI number please contact your network provider.

If your mobile phone is an iPhone, your IMEI number is located on the SIM tray.

This benefit gives you the comfort of knowing your mobile’s covered worldwide for:

  • Loss
  • Theft
  • Damage
  • Breakdown (including faults)
  • Unauthorised network charges up to £2000 for Pay Monthly contract phones, and up to £250 for Pay As You Go phones in the event they are lost or stolen

Other useful information about your FlexPlus mobile phone insurance cover

  • There is no limit on the number of phones you can register for cover.
  • You are covered for a maximum of four successful claims in any 12 month period.
  • We can cover mobile phones up to a maximum value of £1,000.
  • We can also provide cover for accessories which are involved in the same incident as the handset, up to £250 per claim.
  • We can only send repaired and replacement mobile phones to a UK address.

Please note; all of the amounts quoted above are inclusive of VAT.

Full details can be found in the terms and conditions.

Don't worry, you don't have to register your phone for cover before you make a claim, but it may help to simplify the process if you do.

You can register your phone details online or by calling 0800 11 88 55.

You will need to provide the mobile phone number, make, model and IMEI number of the handsets you are registering.

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.

Once you have registered a claim you will need to complete a claim form. You can opt to receive a claim form in the post or complete, download and print a form from this website. When you have completed the form fully, you will need to return it to the address below:

Flexplus Mobile Phone Insurance
Lifestyle Services Group Limited
PO Box 98
Blyth
NE24 9DL

You will need to have reported the incident to your network provider to block the SIM card. 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.

You will need to have reported the incident to the police to obtain a crime reference number. You will be asked to provide the number during the claims process.

If you receive a bill for unauthorised charges after returning your claim form

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. If you receive a bill for these after you’ve completed your claim form, don’t worry. Just send us an itemised bill(s) with the unauthorised charges highlighted and the bill for the month prior to the incident.

You can submit your claim details online. If you have any difficulties submitting your claim online please contact us.

Once you've submitted your claim details, please keep hold of your damaged phone. Once your claim has been accepted we'll send you instructions on what to do next.

We may contact you if we need you to provide confirmation of any unsuccessful claim you have previously tried to make through the manufacturer’s warranty.

If you no longer have the phone in your possession please follow the loss/theft claim process.

Make sure all of the valuable data saved on your device such as photos, music and apps is backed up (where possible) and kept secure. Instructions on how to do this can be found below.

It is very important that you complete these steps as failure to remove Find My iPhone from your device will cause a delay in it being replaced.

If your device still works

  • Back up your personal data. If you’re unsure of how to do this, please visit support.apple.com/ht1766
  • On your device, go to: Settings > iCloud > Sign out
  • Then go to: Settings > General > Reset, then tap Erase All Content and Settings. (Your Apple ID and Password may be required). This will delete all your personal information from the phone and will turn off Find My iPhone, iCloud, Apple Pay and other services

If you can no longer use your device

  • Sign in to iCloud.com with your Apple ID and password.
  • Click Find my iPhone
  • Click All Devices then select your Apple device from the drop down list
  • Click Erase then click Erase in the pop-up window
  • When the device has been erased, click Remove from Account and click Remove in the pop-up window
    • This will delete all your personal information from the phone and will turn off Find My iPhone, iCloud, Apple Pay and other services

Other things you need to send to us:
- The charger if the fault relates to power or charging
- The SIM tray

Please do not send us:
- Any SIM or memory cards
- Any other accessories or items that do not relate to the damage/fault such as headphones, Bluetooth headsets, cases, the manual or box.
If we receive any of these items they will be destroyed. We will be unable to recover and return these items to you.

We recommend using an insured service such as Royal Mail Special Delivery. If you choose to send your package to us using a non-insured service, please be aware that your insurance policy does not cover for any loss incurred by a third party. Please also note that your policy does not include cover for the cost of sending your device to us.

Once your claim details have been received, we will aim to assess within 1 working day.

If your claim is accepted, your damaged device will automatically be replaced once we have received your damaged device and have been able to confirm that Find My iPhone has been removed. We will send you an iPhone Replacement Note to complete and return with your damaged device. When the checks have been completed and we’ve confirmed Find My iPhone has been removed, we will aim to despatch a replacement device to you within 3 working days.

Deliveries will be made by courier and will need to be signed for. You will receive an e-mail or text message from our courier confirming your delivery details.

Please note that if there are any problems with the device after we’ve done our checks, such as Find My iPhone is still active, then it will take longer to organise a replacement. Also, under the terms and conditions of your policy we will always try to provide a device which is the same colour and specification as the device we’ve replaced but sometimes due to stock availability this isn’t possible.

If we require any additional information from you, or we need to discuss the settlement of your claim we will contact you using the details you’ve provided.

Once your claim form has been received, your claim will be assessed within 2 working days.

If your claim is accepted and a replacement phone is available, we will send this to you. The delivery will need to be signed for. If you are not at the requested delivery address to sign for the phone, the courier will leave a card informing you where you can collect your phone from.

Your insurance policy will replace your phone with one of similar specification and quality which may be from remanufactured (not brand new) stock. If we do not have any stock available, then we may provide you with a cash settlement based on the current market value of your phone.

If we require any additional information from you, or we need to discuss the settlement of your claim we will contact you on the contact number you provide on your claim form.

The cost of the excess is a contribution towards the overall claim. You can pay this by credit/debit card, cheque or postal order; please do not send cash. If you pay your excess by cheque please ensure you make this payable to Lifestyle Services Group Ltd.

Successful claims will be subject to a policy excess which varies depending on your mobile phone make and the type of claim you are making. Please see the table below:

 Damage or breakdown (including faults)Loss or Theft
Apple £50 £100
Non-Apple £25 £50

Please note – if more than one phone is involved in one incident, each phone will be subject to the appropriate excess.

Unauthorised network charges

These are calls, messages and downloads made using your mobile phone after it is lost or stolen, by an unauthorised user. The reimbursement of any unauthorised network charges is subject to a valid claim for the mobile phone under the terms and conditions of this insurance cover. 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.

Once we have received all of the necessary information from you, we will assess your claim within 1-10 working days.

If you are claiming for unauthorised network charges on a contract mobile phone, you must include an itemised airtime bill showing the unauthorised network charges, highlighting where the unauthorised network charges have been made. You must also send the previous month’s itemised airtime bill for comparison purposes.

If you are claiming for unauthorised network charges on a pay as you go mobile phone, you must provide proof of your outstanding call credit from your network provider or proof of your last top-up to your mobile phone.

Accessories claims

A claim for accessories is assessed after the mobile phone claim has been fulfilled, and will be completed within 10 working days. We will call you to confirm if your claim has been accepted and to discuss the fulfilment of your claim.

For the Mobile Phone

This is a document that states your mobile phone’s IMEI number along with its make and model. This information can be found on a purchase receipt, a despatch note or an airtime bill. If you do not have this document for your mobile phone details, you will need to contact your airtime provider to send you a Proof of Usage.

For Accessories

This is a document that provides proof that you own the accessories, such as the till receipt provided at the point of sale that details the accessories purchased.

If you’re not happy with the claim decision, we want to hear from you as soon as possible, please call us on 0800 11 88 55 to discuss it.

Alternatively you can e-mail us at LSG.Customerrelations@lifestylegroup.co.uk or write to us at the address below, stating your reasons.

Customer Relations Department
Lifestyle Services Group Ltd
PO Box 98
Blyth
NE24 9DL

To deactivate Apple Pay either contact your card issuer(s) or log into iCloud, select 'Find My iPhone' and then 'Erase your Device'. This will also remove Find My iPhone from your device.

Once your claim details have been received, we will aim to assess within 1 working day.

If your claim is accepted, we'll contact you to arrange for your damaged phone to be sent for repair. Once your phone has been received by our repair centre we'll aim to repair and despatch it back to you within 3 working days. Your repaired phone will be despatched by courier and will need to be signed for. If there is nobody at the requested delivery address to sign for your phone, they'll leave a card to let you know where you can collect your phone from or how to rearrange delivery.

We will attempt to repair your mobile phone and if this cannot be done by our repair centre we will replace your phone with one of similar specification and quality which may be from refurbished stock. If we do not have any stock available then we may provide you with a cash settlement based on the current market value of your phone. If we require any additional information from you, or we need to discuss the settlement of your claim we will contact you on the contact number you provide on your claim form.

Data will be wiped as part of the repair process. Make sure, where possible, that you’ve backed-up your personal data and restored your handset to factory settings by completing a factory reset or master reset. Please refer to your handset instructions for advice on how to do this. This will restore the phone’s software to its original manufacturer settings and erase all data, settings, and applications.

Other things you need to send to us:
- The phone battery
- The charger if the fault relates to power or charging
- The SIM tray, if your phone has one

Please do not send us:
- Any SIM or memory cards
- Any other accessories or items that do not relate to the damage/fault such as headphones, Bluetooth headsets, cases, the manual or box.
If any of these items are received at the repair centre, they will be destroyed. We will be unable to recover and return these items to you.

We recommend using an insured service to send your device to us such as Royal Mail Special Delivery. If you choose to send your package to us using a non-insured service, please be aware that your insurance policy does not cover for any loss incurred by a third party. Please also note that your policy does not include cover for the cost of sending your device to our repair centre.