Claims Procedure
How do I make an insurance claim?
In the event of making an insurance claim, please contact the Insurance 2 Go Claims Team on 0844 576 2277 within 48 hours of discovering the incident who will take
your details and arrange for your phone to be repaired or replaced as necessary.
If your handset has been lost or stolen you must contact your service provider to bar the line within 24 hours of discovering the incident and also contact the
Insurance 2 Go Claims Team on 0844 576 2277.
If you are aware that the handset has been stolen or maliciously damaged, this must be reported to the police within 24 hours of discovering the incident and a crime
reference number obtained.
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 some form of public
transport, it should be reported to the relevant authority. If lost in a public place, then the handset should be reported as lost property to the police within 24
hours of discovery..
My phone has stopped working, how do I make a claim?
If you have not damaged the phone by accident, and you bought the phone less than a year ago, it is likely that the handset is covered by the manufacturer's
warranty. In this case you will need to refer to your handset retailer.
My phone has been stolen or lost, how do I make a claim?
- Notify the Network you are connected to and have the line temporarily barred within 24 hours of discovering the incident.
- Notify the Police and obtain a Crime or Lost Property Reference Number as appropriate within 24 hours of discovering the incident.
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Contact the Insurance 2 Go Claims Team on 0844 576 2277 and report the claim within 48 hours of discovering the incident. You will be sent a claim form for
completion which must be returned within 30 days of the date of claim having been initially reported, together with your excess payment.
In the event of a successful claim your mobile phone will be replaced with the same make and model, however, where the model is no longer in production or is not
available, it will be replaced with a phone of a specification at least equal to the item insured. The replacement handset is subject to a maximum replacement value
of £400.00 including VAT and any costs in excess of this amount will be collected by you at the time of authorisation by credit/debit card.
In the event of Accidental Damage, how do I make a claim?
- Immediately contact the Insurance 2 Go Claims Team on 0844 576 2277
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Once you have returned the phone by Royal Mail Special Delivery post to the repairer at the address supplied, your claim will be assessed and the repair or
replacement authorised – if your claim is approved. The claim form must be returned within 30 days of the claim being initially reported.
What is involved in making an insurance claim?
After notifying us of your claim, we will post a claim form to you, which you need to complete and return to us by post or fax within 30 days of notifying the claim
along with payment details for your excess charge. Please follow the instructions on the form.
Can I make a claim on behalf of someone I know?
Due to the Data Protection Act, you cannot claim on behalf of another individual.
How can I report theft or malicious damage to the Police?
You should either contact your local police station or the police station local to where the incident happened.
How can I pay my excess charge?
You can pay by credit card or debit card, cheque or postal order. However, your claim cannot be processed until your excess payment is received.
How long is my claim likely to take?
If your claim is due to Theft or Loss please allow 3 working days, from the date we receive notification, for your insurance claim to be processed.
If your claim is due to Accidental Damage or Unauthorised Calls please allow 5 to 7 working days for your insurance claim to be processed, from the date we
receive your notification.
What if my phone cannot be repaired?
If your mobile phone cannot be repaired, it will be replaced with a new mobile phone of the same make. If the model is no longer in production or is not available,
it will be replaced with a phone of a specification at least equal to the item insured, up to a maximum replacement value of £400.00 including VAT. Any costs in
excess of this amount will be collected by you at the time of authorisation by credit/debit card.
How can I make an enquiry about my claim?
Please telephone the Insurance 2 Go Claims Team on 0844 576 2277
How could my claim be delayed?
We can only process your claim once your excess payment has been received. Your claim could be delayed if, for example, you inadvertently send your excess payment
to the address of the phone repairer, along with your damaged phone, instead of direct to us. In this eventuality, unfortunately we cannot process your claim until the
phone repairer forwards on your payment details.
We may need to contact you to clarify a point on your claim form. If you have forgotten to provide a daytime contact telephone number on your claim form, unfortunately
the processing of your claim may be delayed.
We advise that you send your phone to the repairer by Royal Mail Special Delivery as this provides a greater assurance that the package reaches its destination and
within a timely manner. However, if you chose to send your phone by Standard Mail or Recorded Delivery the assurances can be somewhat reduced and your claim may
be delayed in being processed.
Contact Us
You will find most questions answered in
Frequently Asked Questions. Please read there first before continuing below.
For billing queries, change of details and claims please contact our admin team:
For sales queries please contact our sales team:
Please be assured that we treat each enquiry with confidentiality and that we will endeavour to answer you as fully and promptly as possible. Any information
provided will only be used for the purpose for which it was submitted.
For further information please see our Policy Documents and Legal information.
