view the full site|view the mobile site

Insurance2Go - Mobile Insurance FAQs

What am I insured for?

Monthly or Annual Basic Cover Policy
Accidental Damage cover (including liquid damage) and Breakdown (following expiry of any manufacturers warranty). In addition you will receive worldwide protection for up to 30 days in any one year and accessories cover (up to a maximum of £50). This cover provides for when the handset is used by you or your immediate family (who permanently live with you) (subject to you or your immediate family being aged 16 years or over).

Monthly or Annual Lite Cover Policy
Theft, Accidental Damage, Breakdown (following expiry of any manufacturers warranty) ,Unauthorised Calls up to £1000 as part of a valid theft claim and Mobile Wallet Protection as part of a valid theft or loss claim. In addition, you will receive worldwide protection for up to 60 days in any one year and accessories cover (up to a maximum of £100). This cover provides for when the handset is used by you or your immediate family (who permanently live with you) (subject to you or your immediate family being aged 16 years or over).

Monthly or Annual Full Cover Policy
Theft, Loss, Accidental Damage, Breakdown (following expiry of any manufacturers warranty) and unauthorised calls up to £1000 as part of a valid theft claim and Mobile Wallet Protection as part of a valid theft or loss claim. In addition, you will receive worldwide protection for up to 90 days in any one year and accessories cover (up to a maximum of £150). ). This cover provides for when the handset is used by you or your immediate family (who permanently live with you) (subject to you or your immediate family being aged 16 years or over).

Is there an age limit on the mobile phone I want to insure?

Each mobile phone must be less than 6 months old from new when the policy begins. If you make a claim, you will need to provide proof of the gadgets age which will normally be in the form of an original proof of purchase that shows you bought the mobile phone brand new or within the 6 months age limit. Once you cover a phone with us however you can continue to insure the mobile phone by renewing your policy each year.

Can I take out insurance if I bought my mobile phone from eBay or another auction site?

Unfortunately, we are unable to provide cover for mobile phones purchased from online auction sites, such as eBay, unless proof of original ownership and age of the gadget can be provided. A receipt from the eBay seller will not be accepted unless it is the original VAT receipt they received when they purchased the item and it confirms the make, model and IMEI number of the phone.

If I have bought a mobile phone as a gift and want to insure it, whose name should the insurance be in?

The policy can be bought under the user's name as long as they are over 16 years old and in the event of a claim they can provide the original proof of purchase and a gifting letter from the phone buyer confirming the phone has been given as a gift.

Alternatively you can purchase the policy in your name as long as the person you bought the mobile phone for was over 16 years old and permanently resided with you i.e. they fall within the Immediate Family clause (your spouse, partner, parents, children, brothers or sisters (all aged 16 years or over) who permanently reside with you). In this case, in the event of a claim, you would need to provide proof the user falls within the Immediate Family clause (i.e. proof of age and address).

What is an IMEI number and how do I find out the IMEI of my mobile phone?

The IMEI (International Mobile Equipment Identification) number of your mobile phone is a unique identification code that is specific to your mobile phone. We use the make, model and IMEI number to identify the phone that is covered by the insurance. If you change your phone, it is important that you call us so we can update your policy with the correct details. The IMEI can be obtained by dialling *#06# or:

  • for iPhones - checking your sim gate; or
  • for all other phones – checking under the battery of your handset.

I got my mobile phone on a contract, will you cover the full replacement value of the phone?

Yes, provided the retail price of the phone does not exceed your Limit of Liability as evidenced on your Insurance Schedule. In the event the retail cost of your mobile phone exceeds your Limit of Liability, you will be liable for the additional costs above this limit. This will be advised to you when we authorise your claim and can be paid by credit or debit card. In the event of a claim, you will be required to provide evidence of the original order and/or contract under which the mobile phone was supplied confirming the make, model and the IMEI number of the mobile phone.

Can I take out insurance if I live outside the UK?

Unfortunately, this is not possible. The policies are intended for use by UK residents only and comply with appropriate UK legislation and regulation. What the policies do offer is worldwide cover for up to a maximum of either 30, 60 or 90 days in any one year (depending on the level of cover you have chosen).

Can I insure a mobile phone bought outside of the UK?

No, we can only insure mobile phones that have been purchased in the UK.

Which makes and models of mobile phones do you cover?

All makes and models of mobile phones and smartphones purchased within the United Kingdom provided the retail price of the phone does not exceed your Limit of Liability as evidenced on your Insurance Schedule.

Can I add another handset to my policy?

No, these policies only cover one handset per policy, however, if you would like to purchase insurance for an additional mobile phone please apply online at www.insurance2go.co.uk.

How much is the excess?

For each and every claim, the excess payable is £25 in respect of mobile phones other than Apple iPhones which is £50. Where the claim is for loss, the excess increases to £50 in respect of mobile phones other than Apple iPhones which is £75.

Is there a discount if I insure more than one mobile phone?

Unfortunately, each policy is designed to cover only one mobile phone and we are unable to offer discount if you take out more than one policy.

How do I make a claim?

Please contact our Claims Team on 0333 999 7905 (local rate call) within 2 working days of discovering the incident who will take your details and explain the claims process to you.

If you are aware that the handset has been stolen, you must report this:
a. to your service provider within 12 hours of discovering the incident who must bar your phone; and
b. to the police within 24 hours of discovering the incident who must provide you with a crime reference number.

In the event of loss you should report the handset missing to the establishment in which the handset was lost. If the handset has been lost on a form of public transport, it should be reported to the relevant public transport authority.
Regardless where you may have lost the phone the handset should be reported as lost property:
a. to your service provider within 12 hours of discovering the incident who must bar your phone; and
b. to the police within 24 hours of discovering the incident who must provide you with a lost property reference number.

Do I need a proof of purchase if I make a claim?

Yes, you must have a proof of purchase for your mobile phone if you wish to make a claim. The proof of purchase must provide evidence that you own the phone and that the phone is within the 6 month age limit (the phone was less than 6 months old when you took out your insurance policy). Therefore, the proof of purchase must include the make, model and IMEI number of your mobile phone. If you cannot provide this evidence, your claim may be rejected.

If you do not possess or were never issued with a receipt for your mobile phone because they were provided free as part of a contract, e.g. through a mobile phone service provider, you will need to provide evidence of the original order and/or contract under which the gadget was supplied. Again, if you cannot provide this evidence, your claim may be rejected.

Is there a limit on the number of claims I can make?

There are no limits to the number of claims you can make whilst your cover is in place.

How long will it take for my claim to be processed?

We cannot begin to assess your claim until we have received the fully completed claim form and all the required supporting documentation. Not completing the claim form fully or not providing all the required supporting documentation will delay the assessment of your claim.

Once we have the fully completed claim form and all required supporting documentation, we aim to assess your claim within 2 working days and we will then let you know whether your claim has been authorised or not. If authorised, the following timescales will then apply:

  • For Theft or Loss claims please allow a further 2 – 3 working days from the date of authorisation for a replacement handset to be issued (subject to stock availability).
  • For Unauthorised Usage or Mobile Wallet claims, payment will be arranged and reimbursed to your bank account within 10 days of authorisation.
  • For Accidental Damage claims please allow 5 to 7 working days from the date of authorisation for your handset to be repaired and returned (subject to stock of parts).

What should I do if I need to make a claim at the weekend when the call centre is closed?

That's fine – if you cannot get hold of us when the call centre is closed, we will still accept your claim if you contact us as soon as possible when we are next open. Please see the claim section of the Contact Us page for details of our opening hours.

Are the replacement handsets brand new?

Where we can, we will repair your phone. However, in the event that your claim is authorised and your mobile phone is replaced, we will do our best to replace it with an identical fully refurbished or new item. Should this not be possible we will replace it with a fully refurbished or new item of a comparable specification or the equivalent value. Please note it may not always be possible to replace your mobile phone with the same colour.

Who is covered under my insurance policy?

The policy provides cover for you (the policyholder) (provided you are older than 16 years of age, permanently resident in the UK, and own the phone on cover). The policy extends cover to the policyholder's immediate family, meaning your spouse, partner, parents, children, brothers or sisters (all aged 16 years or over) who permanently reside with you.

What should I do if I don't receive my policy documents?

Your mobile phone is protected from the moment you successfully complete your online transaction and a policy number is generated on screen. A SMS confirmation message is automatically generated and sent to the mobile phone number you provided in your online application. If you do not receive your policy documents please contact us by phone or email by visiting the claim section of the Contact Us page for our details and we will be able to send you a duplicate copy of your documents by email or post within 4-5 working days.

If I have moved how do I inform you of my new address?

To amend your personal details including change of address please contact our Customer Services team on 0333 999 7905 (local rate call) or email help@insurance2go.co.uk.

Am I still covered if I upgrade/change the device on cover?

Yes, if you change or upgrade your device, you can easily change the policy accordingly.
All you need to do is Contact Us and our Customer Services Team will amend your details. Your new device will be covered from the day you notify us of the change providing the device is no more than 6 months old at the time of the amendment, as evidenced by the relevant proof of purchase.

Can I change the date of my Direct Debit if I pay monthly?

Unfortunately, you are unable to change the date of the Direct Debit collection from your bank account. The date is set and agreed with your bank and we write to you advising and confirming the set up of your Direct Debit instruction and future payment schedule.

When does my insurance policy end?

Monthly policies:
As per your Certificate of Insurance, if you have chosen a Monthly Policy it will automatically renew each month upon receipt of your premium and will continue until you cancel your policy with us by email, post or telephone. If we do not receive your premium payments, your policy will cancel automatically after two attempts to collect. This does not affect the 14 day statutory right you have to cancel as stated in your policy wording.

Upon cancellation, cover will terminate at the end of the month for which you have paid your premium and no refund will be provided as you will have only paid for the cover you have had.

This is not the same if you cancel within your first 14 days (‘Statutory Cancellation Period') where the policy will cancel with immediate effect and any premiums paid will be returned to you.

Annual policies:
As per your Certificate of Insurance, if you have chosen an Annual Policy your period of insurance is for 12 months from the date of purchase or renewal. Upon cancellation, cover will terminate immediately and providing you have not made a claim (successful or not) you will receive a pro rata refund of the premium.

This is not the same if you cancel within your first 14 days (‘Statutory Cancellation Period') where the policy will cancel with immediate effect and any premiums paid will be returned to you.

Please note that if you do cancel your policy, your handset will no longer be covered against any major eventualities that your policy covers (such as theft, loss, accidental damage, unauthorised calls or mobile wallet protection).

If I take out an annual policy will it renew automatically in 12 months time?

Yes, you have the ability to auto-renew your annual policy.

You will be contacted up to 30 days before the renewal date of your policy and we will tell you about any changes to the premium or the policy terms and conditions. If you do not want to auto renew your policy, you just need to contact the Administrator – see Contact Us. If you do nothing then the renewal premium will be taken from the credit or debit card details provided at the time of the initial purchase.

If the credit or debit card details have changed you will need to update your WorldPay agreement, this process can be carried out by visiting the link - http://www.worldpay.com/shopper/index.php?page=recurring&sub=login&c= - and following the instructions provided. You can advise the Administrator about any changes to your policy details or decide not to use the auto renewal service at any time by calling 0333 999 7905 (local rate call) or email help@insurance2go.co.uk.

If I don't want my annual policy to renew how do I stop it?

If you decide not to use the auto renewal service, you can contact the Administrator at any time by calling 0333 999 7905 (local rate call) or email help@insurance2go.co.uk.

How do I cancel my Insurance policy?

If you want to cancel your policy, you can contact the Administrator at any time by calling 0333 999 7905 (local rate call) or email help@insurance2go.co.uk. Please see “When does my insurance policy end?” for details.

Who are Citymain?

Citymain Administrators Ltd is the Administrator of the Insurance2go mobile phone and gadget insurance schemes working on behalf of the Underwriter to process claims.

Who are WorldPay?

WorldPay is an accredited payment service provider and provide the online payment system for credit card transactions for this website. They handle your credit card transaction in a highly secure environment. Please see http://www.worldpay.com for further information.

How do I make a complaint?

At Insurance2go, customer service is our number one priority. It is always our aim to investigate and resolve customer problems as quickly as possible. However, we do appreciate that at certain times you may feel it is necessary to make a complaint. If you wish to do so, in the first instance please email or write to us via the details listed below. In your correspondence, please ensure that you state your name, address, mobile number and daytime contact telephone number.

Email: help@insurance2go.co.uk

Post: The Insurance2go customer services team, Citymain Administrators Ltd, Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX

Tel: 0333 999 7905 (local call rate) Monday to Friday 9:00am-5:30pm

Please be assured that we treat each enquiry confidentially and that we will endeavor to answer you as fully and promptly as possible. Any information provided will only be used for the purpose for which it was submitted.

We will strive to resolve your complaint immediately if we can or, if not, at least by the close of business the working day following receipt of your complaint. However, should it prove impossible to reach a solution within that timeframe, you will be sent a letter acknowledging receipt of your complaint within 5 working days, stating who will deal with it and outlining our complaints procedure. Once we have resolved your complaint, we will issue a final response in writing.

If you are not satisfied with our response, you can then refer your complaint to Policyholder and Market Assistance, Lloyd's Market Services, 1 Lime Street, London EC3M 7HA.
If you still remain dissatisfied you may then refer your complaint (within 6 months) to Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Vote now to win a smartphone As seen on TV
in the press
Annual Renewals Click here to renew your annual policy