In the event of making an insurance claim, please contact our Client Services 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 you are aware that the handset has been stolen, or maliciously damaged, this must be reported to your service provider to bar the line within 12 hours of discovering the incident and 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 a 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 your service provider within 12 hours of discovering the incident and the police within 24 hours of discovering the incident and a loss property number obtained.
If you make a claim within the first 12 months of commencement of the insurance we must be in receipt of 12 monthly premiums before the repair/replacement can be authorised. Collection of any outstanding payments will be taken at the time of the claim and can be paid by credit/debit card over the phone. Your direct debit will be suspended until month 13 onwards and will continue on a monthly basis thereafter in accordance with your direct debit instruction.
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.
In the event your claim is authorised and your handset is replaced, we will endeavour to replace it with an identical new or fully refurbished handset. Should this not be possible the administrator will replace it with a new or fully refurbished handset of a comparable specification or the equivalent value. There is a maximum limit of liability for any claim which shall be the replacement cost of the Telephone and in any event shall not exceed a total claim cost up to a maximum of £700.00 including VAT. Any costs in excess of this amount will be collected from you at the time of authorisation by credit/debit card.
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 claim form.
Due to the Data Protection Act, you cannot claim on behalf of another individual.
You should either contact your local police station or the police station local to where the incident happened.
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.
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
If your claim is due to Accidental Damage, Unauthorised Calls or Mobile Wallet Protection please allow 5 to 7 working days for your insurance claim to be processed, from the date we receive your notification.
These timelines are subject to receipt of the full information required to assess your claim.
If your mobile phone cannot be repaired we will endeavour to replace it with an identical new or fully refurbished handset. Should this not be possible the administrator will replace it with a new or fully refurbished handset of a comparable specification or the equivalent value. There is a maximum limit of liability for any claim which shall be the replacement cost of the telephone and in any event shall not exceed a total claim cost up to a maximum of £700.00 including VAT. Any costs in excess of this amount will be collected from you at the time of authorisation by credit/debit card.
Please telephone the Insurance 2 Go Claims Team on 0844 576 2277
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.
You will find most questions answered in Frequently Asked Questions. Please read there first before continuing below.
We welcome all queries and questions. Please contact us at:
Fax: 0844 576 2333
Post: Insurance 2 Go, PO Box 116, Ryde, PO33 2WX
Tel: 0844 576 2277 Monday to Friday 9:00am-5:30pm
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 information.