FAQs

  • Who is Buy Mobile Phone Insurance Ltd?

    Established in 2011, Buymobilephoneinsurance.com is a trading name of Buymobilephone-Ins Ltd, Company No. 07834152. Registered office: 39 Guildford Road, Lightwater, Surrey GU18 5SA. You can verify this information on the FCA register at register.fca.org.uk

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  • What is an IMEI number and where can I find mine?

    An IMEI, or International Mobile Equipment Identification, is the unique identifier for your phone. It identifies your particular phone and is will need to be provided in the event of a claim. To find your IMEI, press *#06#

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  • How do I make a claim?

    Please click on the following link to MAKE A CLAIM. All claims are processed and handled in the UK by Warranty And Creditor Services and are based in Basingstoke. 

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  • Do I have to pay an excess fee?

    Yes, in the event of a claim you will need to pay a compulsory excess. The excesss can be found on your mobile phone policy wording and in the table below. 

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  • What is my policy excess fee?

    There is a compulsory excess on each claim from the "Essential Cover" table below:

    Monthly Policy - Policy Excess
    £4                       £50
    £5                       £50
    £6                       £50
    £7                       £75
    £8                       £75
    £9                       £100
    £10                     £100
    £11                     £100
    £12                     £100
    £14                     £125
    £15                     £125
    £17                     £150
    £18                     £175
     
    Please note, all LOSS claims incur an additional excess fee of £25.
     
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  • Do you cover loss?

    Loss cover is an option we provide with all of our policies. 

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  • Is there an age restriction on the product I can insure?

    BuyMobilePhoneInsurance.com mobile phone insurance covers products up to 36 months old. We insure both brand new mobile phones and tablets as well as refurbished and secondhand devices from UK VAT registered businesses. 

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  • Are there any restrictions on where I have purchased my gadget?

    To be eligible for mobile phone insurance, your gadget must have been purchased from a UK VAT registered company, mobile phone network as part of a contract or retailer. VAT receipt listing the date of purchase, phone make, model and IMEI is required in the event of submitting a claim.

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  • Do I need to provide proof of purchase, a receipt?

    You will need to provide proof of purchase from a VAT registered UK retailer when making a claim.

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  • Is there a limit to how many claims I can make?

    Our policies come with unlimited claims for repairs. There is a limit of 2 claims per 12 month period for any claim resulting in total loss, theft or damage beyond economical repair.

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  • What documents do you provide with the policy?

    BuyMobilePhoneInsurance.com provides a Policy Information Document to outline your rights and a policy document to confirm your details and the exact model of gadget covered.

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  • What do I do if I change my phone?

    Please contact us immediately and advise us of any changes, as your new phone will not be covered until it is authorised by us.

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  • Am I covered abroad on holiday?

    Yes. We offer worldwide cover as part of our mobile phone insurance policies to protect you whilst you are abroad on holiday or business for trips up to a maximum of 90 days per trip.

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  • Do I need to tell my mobile phone network if my phone is stolen?

    Yes. Even if your mobile phone is stolen or lost, some networks may still hold you responsible for any network use it incurs. Contact your network provider immediately if your phone is stolen/lost.

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  • Do I need to tell the police if my gadget is stolen or lost?

    Tell the police immediately if you suffer theft or loss of phones, tablets or gadgets as you will need to obtain a crime reference number.

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  • Who is the Underwriter for this policy?

    This insurance is arranged by Buymobilephone-ins Limited and administered by Warranty & Creditor Services of 6 Faraday Office Park, Rankine Road, Basingstoke, RG24 8QB and underwritten by Novus Underwriting Limited. All claims are processed and handled in the United Kingdom by Warranty & Creditor Services

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  • How can I cancel my policy?

    If you want to cancel your policy within the 14-day cooling off period or at any time during your policy, please contact us.

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  • I have another question which is not listed here.

    If you have any further questions, please contact us.

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  • What if I am not happy?

    In the unlikely event you're not completely satisfied with your Buy Mobile Phone Insurance product, please contact Warranty & Creditor Services.

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