FAQs

 

This page helps you to find answers to the most frequently asked questions

Gadget Insurance

You will need to complete a claim form to register a claim. You can opt to receive a claim form in the post, via email or complete, download and print a form from this website. When you have completed the form fully, you will need to return it to us at the following address:

Lifestyle Services Group Limited
PO Box 98
Blyth
NE24 9DL

You will need to have reported the incident to the police to obtain a crime reference number. You will be asked to provide the number during the claims process.

You will need to complete a claim form to register a claim. You can opt to receive a claim form in the post, via email or complete, download and print a form from this website. When you have completed the form fully, you will need to return it to us at the following address:

Lifestyle Services Group Limited
PO Box 98
Blyth
NE24 9DL

Please do not return your damaged gadget with the claim form. We will let you know when we need you to send it to our repair centre.

If you no longer have the damaged Gadget in your possession, please follow the stolen claim process.

Please follow these instructions to ensure your device is ready for repair:

Apple devices – if your device still works
Data will be wiped as part of the repair process. Make sure, where possible, that you’ve backed-up your personal data.
If you’re unsure of how to do this, please visit support.apple.com/ht1766
On your device, go to: Settings > iCloud > Sign Out
Then go to: Settings > General > Reset, then tap Erase All Content and Settings. (Your Apple ID and Password may be required).
This will delete all your personal information from the device and will turn off Find My iPhone, iCloud and other services.

Apple devices – if your device no longer works at all
Sign in to iCloud.com with your Apple ID and password.
Click Find my iPhone
Click All Devices then select your Apple device from the drop down list.
Click Erase then click Erase in the pop-up window.
When the device has been erased, click Remove from Account and click Remove in the pop-up window.
This will delete all your personal information from the device and will turn off Find My iPhone, iCloud and other services.

For other devices
Data will be wiped as part of the repair process. Make sure, where possible, that you’ve backed-up your personal data.

Other things you need to send to us:
The battery.
The charger if the fault relates to power or charging.

Please do not send us:
Any SIM or memory cards.
Any other accessories.
Any other items that do not relate to the repair such as the manual or box.

If any of these items are received at the repair centre, they will be destroyed. We will be unable to recover and return these items to you.

We recommend using an insured service to send your device to us such as Royal Mail Special Delivery. If you choose to send your package to us using a non-insured service, please be aware that your insurance policy does not cover for any loss incurred by a third party. Please also note that your policy does not include cover for the cost of sending your device to our repair centre.

General

If you’re not happy with the claim decision, we want to hear from you as soon as possible, please call us to discuss it. Please visit our contact us page to find the phone number for your account.

Alternatively you can e-mail us or write to us at the address below, stating your reasons.

Alternatively you can e-mail us at LSG.Customerrelations@lifestylegroup.co.uk or write to us at the address below, stating your reasons.

Customer Relations Department
Lifestyle Services Group Ltd
PO Box 98
Blyth
NE24 9DL

The cost of the excess is a contribution towards the overall claim. This can be paid by credit/debit card, cheque or postal order; please do not send cash. If you pay your excess by cheque please ensure you make this payable to Lifestyle Services Group Ltd.

Successful claims will be subject to a policy excess. Please click the relevant link in the ‘About your policy’ menu opposite to see the excess fees which apply to the policies for your account.

For the Mobile Phone

This is a document that states your mobile phone’s IMEI number along with its make and model. This information can be found on a purchase receipt, a despatch note or an airtime bill. If you do not have this document for your mobile phone details, you will need to contact your airtime provider to send you a Proof of Usage.

For Gadget

The till receipt provided at the point of sale that details the make and model (including storage capacity where relevant, e.g. Apple iPod Classic 160GB) and, where applicable, the serial number; or similar documentation that provides proof that you own or are responsible for the gadget such as a despatch note.

For Accessories

This is a document that provides proof that you own the accessories, such as the till receipt provided at the point of sale that details the accessories purchased.

Mobile Phone Insurance

Your Barclays Mobile Phone Insurance gives you the comfort of knowing your mobile’s covered against:

  • Loss
  • Theft
  • Damage
  • Breakdown (including faults)
  • Unauthorised network charges (calls, data, etc.) up to £2000 for Pay Monthly phones, and up to £100 for Pay As You Go phones.

This insurance can protect mobile phones up to a maximum cost of £1,000, and accessories worth up to a total of £250. The insurance also has worldwide cover so you can feel safe that, no matter where you are, your phone is protected. If your phone is lost, stolen or damaged whilst you’re abroad, once your claim has been accepted, we’ll arrange a replacement handset when you’re back in the UK (subject to Terms and Conditions).

Please note; all of the amounts quoted above are inclusive of VAT.

For more information and your policy terms and conditions, click the relevant link for your account under ‘About your policy’ section opposite.

The easiest way to register your mobile phone for cover is online through this website.

You can also register your mobile phone details through our smartphone cover app. It’s free to download from the Apple App Store and Google Play Store – search for ‘Barclays Phone and Gadget Cover’. Through the app you can also view your policy details and update your registered handsets.

Alternatively you can call us 8.00am – 8.00pm, Monday – Friday, and 9.00am – 6.00pm, Saturday – Sunday. Visit our contact us page to find the phone number for your account.

You will need to complete a claim form to register a claim. You can opt to receive a claim form in the post, via email or complete, download and print a form from this website. When you have completed the form fully, you will need to return it to us at the following address:

Lifestyle Services Group Limited
PO Box 98
Blyth
NE24 9DL

You will need to have reported the incident to your network provider to block your SIM card. This policy only covers unauthorised network charges incurred up to 24 hours from the point of discovery of the incident. You will need to report the incident to the Police to obtain a crime reference number. You will be asked to provide the number during the claims process.

You may find, after you have returned your claim form, you receive a bill from your network provider that includes unauthorised network charges, which were incurred after your phone was lost or stolen. If this is the case, and you wish to recover the unauthorised network charges, you will need to provide us with itemised bill(s) with the unauthorised network charges highlighted and the bill for the month prior to the incident.

You will need to complete a claim form to register a claim. You can opt to receive a claim form in the post, via email or complete, download and print a form from this website. When you have completed the form fully, you will need to return it to us at the following address:

Lifestyle Services Group Limited
PO Box 98
Blyth
NE24 9DL

You will need to have reported the incident to your network provider to block your SIM card. This policy only covers unauthorised network charges incurred up to 24 hours from the point of discovery of the incident. You will need to report the incident to the Police to obtain a lost property number. You will be asked to provide the number during the claims process.

You may find, after you have returned your claim form, you receive a bill from your network provider that includes unauthorised network charges, which were incurred after your phone was lost or stolen. If this is the case, and you wish to recover the unauthorised network charges, you will need to provide us with itemised bill(s) with the unauthorised network charges highlighted and the bill for the month prior to the incident.

You can submit your claim details online. If you have any difficulties submitting your claim online please contact us.
Once you've submitted your claim details, please keep hold of your damaged phone. Once your claim has been accepted we'll send you instructions on what to do next.
We may contact you if we need you to provide confirmation of any unsuccessful claim you have previously tried to make through the manufacturer’s warranty.
If you no longer have the phone in your possession please follow the loss/theft claim process.

Once your claim form has been received, your claim will be assessed within 1 working day.

If your claim is accepted and a replacement phone is available, we will send this out to you by courier which will need to be signed for. Where possible, the courier will send you an email confirming when the handset will be delivered. If you are not at the requested delivery address to sign for the phone, the courier will leave a card informing you where you can collect your phone from.

Your insurance policy will replace your phone with one of similar specification and quality which may be from refurbished stock. If we do not have any stock available, then we may provide you with a cash settlement based on the current market value of your phone.

If we require any additional information from you, or we need to discuss the settlement of your claim we will contact you on the contact number you provide on your claim form.

Once your claim details have been received, we will aim to assess within 1 working day.

If your claim is accepted, your damaged device will automatically be replaced once we have received your damaged device and have been able to confirm that Find My iPhone has been removed. We will send you an iPhone Replacement Note to complete and return with your damaged device. When the checks have been completed and we’ve confirmed Find My iPhone has been removed, we will aim to despatch a replacement device to you within 3 working days.

Deliveries will be made by courier and will need to be signed for. You will receive an e-mail or text message from our courier confirming your delivery details.

Please note that if there are any problems with the device after we’ve done our checks, such as Find My iPhone is still active, then it will take longer to organise a replacement. Also, under the terms and conditions of your policy we will always try to provide a device which is the same colour and specification as the device we’ve replaced but sometimes due to stock availability this isn’t possible.

If we require any additional information from you, or we need to discuss the settlement of your claim we will contact you using the details you’ve provided.

Make sure all of the valuable data saved on your device such as photos, music and apps is backed up (where possible) and kept secure. Instructions on how to do this can be found below.

It is very important that you complete these steps as failure to remove Find My iPhone from your device will cause a delay in it being replaced.

If your device still works

  • Back up your personal data. If you’re unsure of how to do this, please visit support.apple.com/ht1766
  • On your device, go to: Settings > iCloud > Sign out
  • Then go to: Settings > General > Reset, then tap Erase All Content and Settings. (Your Apple ID and Password may be required). This will delete all your personal information from the phone and will turn off Find My iPhone, iCloud, Apple Pay and other services

If you can no longer use your device

  • Sign in to iCloud.com with your Apple ID and password.
  • Click Find my iPhone
  • Click All Devices then select your Apple device from the drop down list
  • Click Erase then click Erase in the pop-up window
  • When the device has been erased, click Remove from Account and click Remove in the pop-up window
    • This will delete all your personal information from the phone and will turn off Find My iPhone, iCloud, Apple Pay and other services

Other things you need to send to us:

- The charger if the fault relates to power or charging

- The SIM tray

Please do not send us:

- Any SIM or memory cards

- Any other accessories or items that do not relate to the damage/fault such as headphones, Bluetooth headsets, cases, the manual or box.

If we receive any of these items they will be destroyed. We will be unable to recover and return these items to you.

We recommend using an insured service such as Royal Mail Special Delivery. If you choose to send your package to us using a non-insured service, please be aware that your insurance policy does not cover for any loss incurred by a third party. Please also note that your policy does not include cover for the cost of sending your device to us.

Unauthorised Network Charges

These are calls, messages and downloads made using your mobile phone after it is lost or stolen, by an unauthorised user. The reimbursement of any unauthorised network charges is subject to a valid claim for the mobile phone under the terms and conditions of this insurance cover and you reporting the incident within the given timescales.This policy only covers unauthorised network charges incurred up to 24 hours from the point of discovery of the incident.

Once we have received all of the necessary information from you, we will assess your claim within 1-10 working days.

If you are claiming for unauthorised network charges on a Pay Monthly phone, you must include an itemised airtime bill showing the unauthorised network charges, highlighting where the unauthorised network charges have been made. You must also send the previous month’s itemised airtime bill for comparison purposes.

If you are claiming for unauthorised network charges on a Pay As You Go mobile phone, you must provide proof of your outstanding call credit from your airtime provider or proof of your last top-up to your mobile phone.

Accessories claims

A claim for accessories is assessed after the mobile phone claim has been fulfilled, and will be completed within 10 working days. We will call you to confirm if your claim has been accepted and to discuss the fulfilment of your claim.

The easiest way to obtain this is by entering *#06# on your phone’s keypad and the number will be displayed on screen. Otherwise, the 15/16 digit number is usually displayed in the battery compartment of the phone, on the box it came in or on the receipt. If you cannot retrieve your IMEI number please contact your network provider.

If your Mobile Phone is an iPhone, your IMEI number is located on the SIM tray.

To deactivate Apple Pay either contact your card issuer(s) or log into iCloud, select ‘Find My iPhone’ and then ‘Erase your Device’. This will also remove Find My iPhone from your device. 

Once your claim details have been received, we will aim to assess within 1 working day.

If your claim is accepted, we'll contact you to arrange for your damaged phone to be sent for repair. Once your phone has been received by our repair centre we'll aim to repair and despatch it back to you within 3 working days. Your repaired phone will be despatched by courier and will need to be signed for. If there is nobody at the requested delivery address to sign for your phone, they'll leave a card to let you know where you can collect your phone from or how to rearrange delivery.
We will attempt to repair your mobile phone and if this cannot be done by our repair centre we will replace your phone with one of similar specification and quality which may be from refurbished stock. If we do not have any stock available then we may provide you with a cash settlement based on the current market value of your phone. If we require any additional information from you, or we need to discuss the settlement of your claim we will contact you on the contact number you provide on your claim form.

Data will be wiped as part of the repair process. Make sure, where possible, that you’ve backed-up your personal data and restored your handset to factory settings by completing a factory reset or master reset. Please refer to your handset instructions for advice on how to do this. This will restore the phone’s software to its original manufacturer settings and erase all data, settings, and applications.

Other things you need to send to us:

- The phone battery

- The charger if the fault relates to power or charging

- The SIM tray, if your phone has one

Please do not send us:

- Any SIM or memory cards

- Any other accessories or items that do not relate to the damage/fault such as headphones, Bluetooth headsets, cases, the manual or box.

If any of these items are received at the repair centre, they will be destroyed. We will be unable to recover and return these items to you.

We recommend using an insured service to send your device to us such as Royal Mail Special Delivery. If you choose to send your package to us using a non-insured service, please be aware that your insurance policy does not cover for any loss incurred by a third party. Please also note that your policy does not include cover for the cost of sending your device to our repair centre.