Claims Process

If something unfortunate happens to your mobile phone or gadget and you wish to make a claim, please follow these simple steps:

Step 1 - Reporting the incident

In the event of loss* or theft (for accidental damage go to step 2).

Inform the Police as soon as possible after discovering the incident to obtain the relevant incident reference number

Report the incident to your airtime provider as soon as possible to prevent further usage of your phone. This policy only covers unauthorised network charges incurred up to 24 hours from the point of discovery of the incident.

Step 2 - Register your claim

Register your claim with us within 28 days of the incident.

You can do this online through the 'My Phones & Gadgets' page.

Or by calling us (visit our contact us page for the phone number for your account).

We're available 8.00am – 8.00pm, Monday – Friday, and 9.00am – 6.00pm, Saturday – Sunday.

Step 3 - Return the claim form

You will then need to complete a claim form and return it to us.

When returning your claim form, please ensure you have provided valid payment details for your policy excess. We can’t continue with your claim until you pay the excess.

Step 4 - Assessing your claim

Once your claim has been processed, we will let you know the outcome. This usually takes 2 working days from the date we receive your claim form.

*Please note – cover for loss only applies to mobile phones.

If you require further details, please refer to your Policy Document.