We're currently not selling insurance. This won’t affect you if you already have insurance with us, so you don’t need to worry. Your policy will remain the same and there’s no need to contact us.

 

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.
  

While we can block other people from using our network on your phone, they may still be able to access these accounts using Wi-Fi.

 

Claim type	What you need to do to claim	By when
Accidental damage or breakdown cover	Register the claim by calling 08456 743 333	Within 7 days
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   OR   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 MiFi	£0	£0
All other products (non-Apple phones, tablets and laptops)	£25	£50
Apple products (including iPad and iPhone)	£50	£100

 

Note: LSG, our insurance partners, 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.

Insurance charges.

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.