How to make a mobile phone insurance claim

Please tell us about any claim as soon as possible – whether your phone has been lost, stolen or damaged.

If your mobile phone is lost or stolen, you will need to do the following:

  • Tell your mobile phone network as soon as possible so that they can block your mobile phone and SIM card. We will ask for evidence that you have blocked your phone and SIM card with your phone operator to support your claim for loss or theft. 
  • Report the incident to the police as soon as you have realised the phone was lost or stolen. We will ask you to provide the reference number from the police with your claim.


Make a claim – Log into MY ACCOUNT to submit your claim online 24/7


We will inform you online what information you will need to provide to support your claim, including any documents or a police reference number.


You will need to pay your excess before we repair or replace your mobile phone, depending on the nature of your claim. 

Making a Claim FAQs

You can make a claim online 24 hours a day via our online claim form – MY ACCOUNT

Claims are processed and handled by Warranty & Creditor Services, and  you can email the claims support team should you require assistance at

When making a claim, we will ask you to provide proof of purchase, which will be your receipt and must display the IMEI of your mobile phone.

You should tell your mobile phone network as soon as possible if your phone is lost or stolen, allowing the network operator to block your phone and preventing further use.

If your phone has been lost or stolen, please report this to the police within 24-48 hours of the incident. You will be required to provide your crime reference number, which the police will provide.

Yes, you must pay your excess fee before your phone can be repaired or replaced. Your excess fee will be dependent on the value of your handset. 

You can find our excess fees in the Policy Information Documents and your policy schedule, which we will email to you once you have purchased the cover.