You can make a claim online 24/7 via our online claims portal. You will need your policy number to log a claim. Please ensure you have followed our procedures for blacklisting and reporting a lost or stolen device before making your claim. Details of these can be found in your Policy T&Cs.
Go to Claim PortalClaims are handled by Taurus Insurance Services Limited on behalf of the underwriters and iSmash Insurance.
When making a claim please ensure that you have the following information available to you as it will be required to submit a claim:
Your Policy Number
Full circumstances of your claim
For Theft, loss and Malicious Damage Claims
Please follow these steps:
1 You must notify the appropriate local Police authority within 24 hours of discovering the incident.
2 Obtain a Crime Reference / Lost Property number and a copy of the Police Crime Report.
3 Contact your Network Provider within 24 hours of the incident to place a call bar on the handset.
For all claims (including Theft, Loss and Malicious Damage):
You must notify us of your claim either via our online claims portal or by contacting our Claims helpline on 0330 880 1744 as soon as reasonably possible from discovery of the incident (or in the event of an incident occurring outside of the United Kingdom, as soon as reasonably possible on returning to the United Kingdom). Our call centre is open from 09:00am to 17:30pm, Monday to Friday.
You will be required to complete a claim form online, which you must complete in full and submit to the claims Administrator in accordance with their instructions, and in any event within 30 days of notifying the claim together with any requested supporting documentation including:
Police Crime Reference / Lost Property Number (where applicable)
Proof of Violent and Forcible Entry (where applicable)
Proof of Purchase (we need this for crime prevention and fraud purposes)
Any other requested documentation
Subject to receipt of a fully completed claim form, all required supporting information and the damaged item (where appropriate) the administrator will authorise the repair or replacement of the Gadget as appropriate in most instances within two working days.
Please see your Gadget Policy Terms and Conditions for full details.
If you need help with submitting your claim please contact our dedicated claims helpline on 0330 880 1744 (local rate call). Lines are open Monday to Friday 09:00am to 17:30pm.
The number of claims you can make is unlimited, there are no limits on the number of accidental damage OR theft OR loss claims in any one year unlike many of our competitors who hide this in the small print.
Our policies provide true peace of mind should something unfortunate happen and you need to claim. To back this up, unlike many of our competitors we publish our claim percentages online and last year we approved over 93% of all claims that were fully completed and assessed.
Our expert engineers are continuously trained on repairing all the latest technology to ensure that your gadgets are returned to you looking and functioning as you would expect. We also only use high quality carefully sourced replacement parts.
As such all our replacements are backed by a 12 month warranty and if you are not happy with the quality of any repair or replacement phone we will swap it for another free of charge.
We do not charge for UK return postage costs on any device (although you will need to pay the cost of sending the device to us). On laptops and MacBooks we offer a FREE collect and return to your door step via our specialised courier service to ensure your laptop is safe and secure.
Provided you have got your claim authorised by us first, then if more convenient you can choose to get your device repaired at an Apple Genius bar and we will then reimburse you the cost.