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

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

  • A
  • 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 3 – 5 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). 
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