Making a claim. If your phone is lost or stolen, tell us straight away and we'll block your number so that no one else can use it to make calls, send texts or access the internet.
You should also change all your passwords straight away for:
- email accounts
- online banking
- social media accounts such as Facebook
- anything else that holds personal details.
|Claim type||What you need to do to claim||By when|
Accidental damage or breakdown cover
Register the claim by calling 08456 743 333
|Loss, theft and malicious damage claims||
If your phone is lost, stolen or deliberately damaged, call us as soon as possible on 08456 743 333. We'll bar your SIM card (where applicable), which will block any further call or data charges that you aren't covered for.
You or the person who owns the phone must report the incident to the Police and get a crime reference or loss report number. You'll need this to process your claim. If the Police won't give you a loss report number, please give us the location of the Police station.
Register the claim by calling 08456 743 333.
|Within 7 days|
|Outside of the UK||
If your device is lost, stolen or damaged outside the UK, you'll need to report the problem to the relevant local authorities and get a crime reference or loss report number. You'll need this in order to process your claim.
Call us as soon as possible on 08456 743 333. We'll bar your SIM card (where applicable), which will block any further call or data charges that you aren't covered for.
Within 7 days of return to the UK
Within 30 days of discovery
whichever is sooner.
If you make a successful claim, you'll have to pay a policy excess. The cost of this will depend on your device:
|Device type||Accidental damage claim||Loss and theft claims|
USB modem and mobile Wi-Fi
All other products
(non-Apple phones, tablets and laptops)
(including iPad and iPhone)
Note: LSG, who provide your insurance, are committed to dealing with fraud. They've won several awards for their fraud initiatives, including:
- Fraud Investigation Team of the Year at The Insurance Fraud Awards 2010.
- Fraud Initiatives of the Year at the 2010 Insurance Times Awards.
The cost of your insurance will be listed on your Three bill. It'll be charged as part of your total monthly fee.
Changing your device.
If you change or upgrade your device, you'll need to call us on 08456 743 333 so we can add this to the policy. Only the device you originally registered with us is covered by your insurance.
Cancelling your policy.
You'll receive a full refund if you cancel your policy within the first 14 days of your contract after receiving the policy document. If a claim has been made during this period, you may have to pay for the services provided.
If you cancel after 14 days, your policy will stop immediately. If you've paid in advance, you'll receive a refund for the days that you weren't covered. The refund will appear on your next Three bill. Full details can be found in section F of the policy document.
Questions and complaints.
We hope that you're happy with your purchase and the service you receive from us. But if you're not entirely satisfied, please call 08456 743 333*. If, after making a complaint, you feel that the matter hasn't been resolved, you may be able to refer it to the Financial Ombudsman Service.
For more information you can contact LSG on 08456 743 333.