Row.co.uk Blog

Every phone insurance claim is different, from the circumstances necessitating the claim to the insurance cover and model of phone insured. If you have the appropriate cover and follow the correct procedures when making a claim, it should be successful.

Are you covered?
Firstly, check that your phone insurance policy covers the circumstances in which you either lost, damaged or had your phone stolen. Do this by checking the Terms and Conditions of your policy and the exclusions.

These are some of Row.co.uk’s main exclusions to give you an idea of what is not covered by our policy:

  • The handset must have been bought as new from a UK retailer; VAT registered in the UK and be no more than 12 months old at the time of purchase of this insurance
  • You must be over 18 years of age to purchase this policy
  • Theft or loss due to the phone being unattended e.g. leaving your phone on a bus or taxi
  • Any incident arising from abuse, misuse or neglect
  • A malfunction caused by a software virus or any other software malfunction
  • Claims within 14 days of the policy start date. This is to help us prevent fraudulent claims so we can keep our legitimate customers premiums as low as possible

Is your policy up to date?
If you update your phone, change handsets etc; make sure you inform your mobile phone insurance provider as soon as possible.

Do you have the necessary documentation?
Certain documents are required to process phone insurance claims, so make sure you have the appropriate ones in your possession. These include proof of purchase i.e. a receipt for the phone covered by the policy which includes the phone’s IMEI umber. Also a Crime Reference/Lost Property number and a copy of the Police Crime or Loss Report, which you should obtain when you notify the local authorities that your phone is either lost or stolen. This is necessary whether your phone is lost or stolen in the UK or abroad.

Failure to produce these documents could delay your claim or even render it unsuccessful.

Notify the relevant authorities and your phone insurance provider ASAP
Most phone insurance policies specify a timeframe in which to report lost or stolen phones to the appropriate local authorities, usually 24 hours. You should also notify your phone network provider, usually within 24 hours, so that they can block your phone to avoid unauthorised calls and texts. And don’t forget to inform your phone insurance provider ASAP too. We ask that you notify us within 2 working days.

Tell the whole truth and nothing but the truth
Embellishing your story or lying about the circumstances in which your phone was either lost, stolen or damaged is a risky strategy. Phone insurance providers have zero tolerance when it comes to fraud and will seek out the truth.

Whether you’re claiming for a lost, stolen or damaged phone, make sure you provide as much detailed information as possible to help with the claim. And if your phone is damaged, keep hold of all the parts as these will be required for inspection.

And don’t, whatever you do, take out phone insurance after the event and claim that the incident happened prior to taking out insurance cover. You’ll be sussed out in no time.
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