Frequently Asked Questions

Signing Up

FAQ Point Can I have more than one item insured?

Of course, it couldn't be easier. Just click 'Add Another Gadget/Appliance' during the quote process. You get 5% off for every additional item you insure with us (up to 15%!)

FAQ Point How do I get 20% off?

We knew you were savvy. Apply for an annual policy and cover four or more items and you'll get 20% off. Simple.

FAQ Point I bought my gadget from an auction site, can I insure it?

Absolutely, but you must have proof of payment and that the vendor is a VAT registered entity, and bought it as new. In other words, the receipt from the store you bought it from must include a VAT number and proof of its IMEI number if you're insuring a gadget with airtime capability. One other thing, the gadget must also be under 12 months of age at the time of application.

FAQ Point Do I need proof of purchase or a receipt?

In a word, yes. You will need these if you wish to make a successful claim. You can always send this to us at the start of your policy so we don't have to ask for it if you need to make a claim. Be smart and send it now to [email protected] using your policy number in the subject of the email.

FAQ Point Can I insure someone else's gadget?

Well, you must own the gadget that you insure; however your immediate family over the age of 16 who reside with you can use the gadget and be covered. You can also pay for someone else's insurance, but they must be named on the policy and own the gadget insured under the policy. For full details, see our terms and conditions here.

FAQ Point My gadget does not appear on your list!

Oops! Not a problem, if your gadget does not appear on the list then please select 'Other' and the cover amount that you need. Or if you prefer, you can send us an email at [email protected].

FAQ Point Do you do business insurance for gadgets?

Absolutely. Take a look at our business page here for details.

FAQ Point What payment methods can I use?

We like to make payment as easy and convenient as possible. You can opt to pay either monthly via direct debit or annually via debit/credit card. It couldn't be easier.

The Cover

FAQ Point What documents will I receive?

You will receive an email containing your username to access our customer service site where you can view all of your policy details. This includes the policy document, terms and conditions and key facts about our policy. You will also be able to update your password here too.

FAQ Point Can I change my payment date?

Yes of course. Just call or email us from the email address associated with your account to set up the new date for the payment to be collected.

FAQ Point What is covered under this policy?

Here's a brief bullet point summary and details of the full cover can be found in our terms and conditions here:
  • Cracked screens
  • Accidental Damage
  • Liquid damage
  • Immediate family cover
  • International cover for 45 days
  • Breakdown
  • Loss, theft and unauthorised call cover, if selected
  • Accessory cover for up to £100 (see terms & conditions for details)

FAQ Point What is covered under my TV policy?

We cover breakdown of your television. The full details of the cover can be found in our terms and conditions here. It's important to note you must have owned the television since it was new and it's under 12 months old at the time of application for the insurance.

FAQ Point Who is covered under this policy?

Good news, your spouse or partner, children, brothers, sisters (all over the age of 16) and parents who permanently live with you at your address are all covered under this policy. Good, eh?

FAQ Point What are the main exclusions to the policy?

We're glad you asked. Some of our main exclusions are listed below, but the full details of all exclusions can be found in our terms and conditions here:
  • 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 gadget being unattended e.g. leaving your gadget 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.

FAQ Point How long am I covered for abroad?

We're glad you asked. You are covered for up to 90 days abroad.

FAQ Point When does my cover start?

Your cover begins when you have made your first payment. If you are paying annually your cover will begin immediately or if you are paying on a monthly basis your cover will start when your Direct Debit payment is successful

FAQ Point Can I change the start date of my policy?

You cannot change the start date once you have set up a policy online, please cancel and set up your policy again to the date you wish it to start. If you want your policy to start immediately you can set up an annual policy via a card debit payment. Also, you get a 5% discount for paying on an annual basis, even better!


FAQ Point How do I make a claim?

All claims must reported via our customer service centre here. Take a look at our and conditions, which can be found here for the full guide on how to make a claim. If you get stuck at any point please call our customer service team on 0844 3186871, they'll be happy to help!

FAQ Point Is there an excess to pay?

Yes, there is an excess which needs to be paid before a claim can go ahead. This is £40 for all gadgets with cover amount of £200 or less, £75 for all others except laptops which have an excess of £80. An additional excess of £30 will be applied for each of the following: Loss or theft, international claims and claims within the first 3 months of the policy start date.

FAQ Point If I claim what will my gadget be replaced with?

We know how attached you get to your gadget, so it will be replaced with an identical one or one of similar specification and price band if one cannot be found e.g. the gadget model is out of date. If your gadget was repaired, we will provide a 12 month warranty should your gadget breakdown for the same reason. If your gadget was replaced by us we will offer a full 12 month breakdown warranty. Fantastic!

FAQ Point How many times can I claim?

Unlike many other providers, we allow unlimited accidental damage claims for each policy. The number of claims for theft or loss is limited to one per policy period.

FAQ Point How long does a claim take?

We know how annoying and inconvenient it is when your gadget's out of action or stolen. So, once we have approved your claim, we aim to sort a replacement gadget within 24hours if it's been lost or stolen. Or if it's been damaged we'll get it into our repair centre ASAP and aim to have it back with you within 3 working days once the gadget has been received. Now that's super fast. Repair timescales for televisions can vary due to the availability of parts but we will repair it as quickly as possible!

General Questions

FAQ Point Who are we?

Let us introduce ourselves! We are the UK's number one provider of quality insurance that you can manage online or over the phone with a friendly adviser. We believe we offer the best value insurance products for you, your family and any business. Basically, we offer great insurance that meets Your Budget!

FAQ Point I didn't receive my documents!

Oops sorry about that! Firstly, check your email spam folder as emails have a pesky habit of ending up here. If it is not there or the link containing your login has expired, please email us using the email address associated with your account. Or of course you can give us a call. FYI: we only email our policy documents to reduce our carbon footprint and reduce policy costs for you!

FAQ Point I've lost my terms and conditions for my policy!

How annoying! Don't worry, you can log into your account here and Sorted.

FAQ Point I have changed my gadget, how do I update my policy?

No problem. Just email [email protected] or call us on 0203 411 9409.

FAQ Point What should I do if I'm not happy?

We're sorry to hear that, especially as we want you to be really happy with our service and strive to ensure customer satisfaction. Let's get it sorted. Email [email protected] for help and if that doesn't hit the spot, please email our customer satisfaction team via [email protected]. You can also find details of the full complaints procedure in our terms and conditions here.

FAQ Point My question hasn't been answered here!

Eek, we can't have that! Please email [email protected] or give us a call us on 0203 411 9409. We're all ears.
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Insurance Choice Awards winner and finalist in 2016 & 2017

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We've insured over 200,000 gadgets & appliances

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Our call centre & support team are all in the UK

Why choose

Get protected against accidental, electrical and mechanical damage from just £1.49 a month.
Optional extras include loss, theft and unauthorised call cover for a further £1 a month.
PLUS 20% off when you insure 4 or more gadgets on an annual basis.

  • White tickLow Cost
  • White tickFlexible Payments
  • White tickMake Multiple Claims^
  • White tickLow Excesses
  • White tick14 Day Money Back Guarantee
  • White tickUp To 20% Discount*

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