There are three levels of cover:
Read important information about insurance here
How or where do Citymain obtain my details?
When you purchase your mobile device from Phones.co.uk, provided you have agreed to purchase the insurance option, your bank details are then included within the insurance scheme. The Direct Debit Guarantee is given to you during the sale process detailing all the safeguards of the paperless Direct Debit scheme. Citymain writes to each customer confirming the cover and giving confirmation of the Direct Debit set up. Citymain Administrators Ltd will collect the monthly premium in advance by Direct Debit from your account in respect of month 2 onwards.
When does my insurance cover commence?
Providing you have agreed to purchase the insurance option, your mobile device is covered from when you receive your mobile device from. Cover continues on a monthly rolling basis, with the first month being free, subject to you having paid the monthly premium in advance by Direct Debit.
How much is my premium and how will it be collected?
Depending on the level of cover you have chosen your premium will be collected by Direct Debit each month from your bank account. Please see table below for premium cost:
Silver (Accidental Damage & MBI)
Mobile Device Up to - £149.99 - £3.99
Mobile Device Up to £150 - £299.99 - £4.99
Mobile Device Up to £300 - £399.99 - £5.99
Mobile Device Up to £400 + - £6.99
Gold (Accidental Damage, Theft & MBI)
Mobile Device Up to - £149.99 - £4.99
Mobile Device Up to £150 - £299.99 - £5.99
Mobile Device Up to £300 - £399.99 - £6.99
Mobile Device Up to £400 + - £7.99
Platinum (Acciental Damage, Theft, Loss & MBI)
Mobile Device Up to - £149.99 - £6.99
Mobile Device up to £150 - £299.99 - £7.99
Mobile Device up to £300 - £399.99 - £8.99
Mobile Device up to £400 + - £9.99
Am I able to benefit from this insurance if I live outside the UK?
Regretfully the coverage is only available to those people who are permanently resident in the United Kingdom. If you reside in any other country such as the United States, we regret that we are not able to provide insurance. If you are a UK permanent resident, you are covered for up to a maximum of 21 days world-wide cover in any 12 month period (depending on the level of cover you have chosen).
What am I covered for?
There are three levels of cover:
Please check your Policy Wording to determine your level of cover.
How much is the policy excess?
Please see table below:
Value of the Mobile Device
£0 - £149.99
£150 - £299.99
£300 - £399.99
£20 for each and every claim
£30 for each and every claim
£40 for each and every claim
£50 for each and every claim
How do I make a claim?
In the event of making an insurance claim you can simply use our online claims portal by clicking the link below:
Alternatively you can contact our claims helpline on 0333 999 7907 (local rate call.) Lines are open Monday to Friday 9am -5:30pm.
Why shouldn't I cover this under my household Insurance?
This policy is a dedicated insurance policy especially for mobile devices, ensuring rapid replacement or repair of your mobile device once your claim has been accepted. Household policies often have a much higher excess and a claim for your mobile device will more than likely affect your no claims bonus.
My mobile device has just stopped working?
If you have not damaged the mobile device by accident, and you bought the mobile device less than a year ago, it is likely that the handset is covered by the manufacturer's warranty. In this case please call the Phones.co.uk Customer care on 0345 413 6210. If you purchased the mobile device in excess of a year ago, call the claim line on 0333 999 7907 (local rate call).
How long is my claim likely to take?
Providing we have received all the necessary paperwork from you, the claim will be processed within 2 working days. If your mobile device is being replaced, please allow three to five working days after the claim has been accepted. If your mobile device is being repaired, please allow seven to ten working days after the claim has been accepted.
How can I make an enquiry about my insurance?
Please telephone 0333 999 7907 (local rate call).
What to do if you have a complaint
It is always the intention to provide you with a first class service. However, if you are not happy with the service, in the first instance, please write to the Customer Relations Manager of the administrator. Their contact details are:
FAO: Customer Relations Manager
Citymain Administrators Ltd
Tel: 0333 999 7907 (local rate call).
E-mail: [email protected]
We will acknowledge your complaint within 2 working days. If you are not happy with the response you have the right to ask the Financial Ombudsman Service at any time:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom. Telephone: 0207 964 1000 (Switchboard). For calls outside of the UK, please call 0044 207 964 1000.
Please note in the meantime, you are still entitled to seek to refer your complaint to the Financial Ombudsman Service (www.financial-ombudsman.org.uk) for an independent review.
If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at the following address: http://ec.europa.eu/consumers/odr
These procedures do not affect your legal rights.
Phones.co.uk is authorised and regulated by the Financial Conduct Authority. Registered Office: Contract House, Turnpike Business Park, Alfreton, DE55 7AD.
Registered in England No 04455131. ©2012 - 2017 Phones.co.uk