POS FAQs

What is Mobile Phone & Gadget Insurance?

Mobile Phone & Gadget Insurance is a cost effective way to insure your mobile phones and other electronic equipment both inside the home and whilst you are out and about. It’s only when something goes wrong and we have to replace these products that we understand the true value of our everyday Gadgets.

Which Mobile Phones and Gadgets can I insure?

Most everyday Gadgets can be insured. We cover smart phones such as iPhones, other Mobile Phones, Smart Watches, Laptops, iPads and other Tablet devices, Sat Navs and Game Consoles. Unfortunately, we do not cover Drones, Camera Drones or any other type of UAV (Unmanned Aerial Vehicles).

What is covered under the policy?

The insurance policy offers cover for:

Section A. Accidental Damage
Section B. Theft
Section C. Accidental Loss
Section D. Breakdown
Section E. Accessories

The maximum limit for each claim is £1,000. You can claim more than once in any one year but only up to a maximum limit of £2,000 for single item policies. There is no limit to the number of claims per year on multi item policies.

The policy includes cover for Accessories purchased at the time your bought your Gadget such as battery chargers, carrying cases and hands-free mounting kits up to a combined retail price of £250 including VAT.

Terms and conditions apply so please ensure you read the Policy wording and the Insurance Product Information Document (IPID) before purchase.

Can I travel outside the UK for more than 90 days a year and maintain my insurance?

Cover is extended to include use of the insured mobile phone or gadget anywhere in the world but only up to a maximum of 90 days in any single 12 month rolling period. Repairs must be carried out in the UK by repairers approved by us.

Does my home insurance policy cover my Mobile Phone or Gadget?

If your home insurance policy includes ‘Personal Belongings’ insurance away from the home or ‘All Risks Cover’ you should check whether it covers your Gadgets. Normally items under Personal Belongings or All Risks Cover will only be covered for theft or accidental damage but not for breakdown. The excess on a home insurance policy may also be higher than our policy excess. You should also check any cover provided by your bank or any other insurance policies you may hold before deciding to purchase this policy.

If your home insurance policy includes ‘Personal Belongings’ insurance away from the home or ‘All Risks Cover’ you should check whether it covers your Gadgets. Normally items under Personal Belongings or All Risks Cover will only be covered for theft or accidental damage but not for breakdown. The excess on a home insurance policy may also be higher than our policy excess. You should also check any cover provided by your bank or any other insurance policies you may hold before deciding to purchase this policy.

When does my cover commence?

Your cover commences immediately from the time you purchase the policy.

As I pay my premium monthly, do I need to renew the policy?

There is no need for you to instruct us to renew the policy. The insurance will continue by periods of one month at a time on receipt of each monthly premium which is collected by the policy administrator by Direct Debit.

Can you change the policy cover or price?

You will receive at least two months’ notice if we decide or need to change your policy cover or price. Should we make a change to the cover or price we will not make another change for at least six months.

How do I amend my policy?

If you wish to amend your policy to replace any mobile phone please contact the policy administrator.

Who is the insurer?

Our Mobile Phone and Gadget Insurance is underwritten by Astrenska Insurance Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Firm Reference No. 202846

How soon will I receive all my policy documents?

We will email your policy documents immediately after receiving instructions from your retailer to do so following the purchase and dispatch of your gagdet.

How can the policy be cancelled?

If you decide that for any reason, this policy does not meet your insurance needs then please return it to the policy administrator within 14 days from the day of purchase or the day on which you receive your policy documentation, whichever is the later. On the condition that no claims have been made or are pending, the policy administrator will then refund your premium in full.

If you wish to cancel your Policy after 14 days and you pay your premium monthly there will be no refund because you will have only paid for the cover you have already received.

If you wish to cancel your Policy after 14 days and you pay an annual premium in full once a year then, provided no claim has been made, you will receive a proportionate refund of the annual premium you have paid.

The Insurer shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 14 days’ notice in writing. Reasons for cancellation may include but are not limited to:

  • Fraud
  • Threatening and abusive behaviour
  • Non-compliance with policy terms and conditions
  • You have not taken reasonable care to provide accurate and complete answers to the questions your (policy administrator/agent) asked.

If we cancel the policy you will receive a refund of any premiums you have paid for the cancelled cover, less a proportionate deduction for the time we have provided cover.

Can I insure my Mobile Phone or Gadget if I live outside the UK?

Unfortunately not, this policy is for mobile phones and gadgets bought and used in the UK from our authorised retailers.

Who can use my Mobile Phone or Gadget?

You, your immediate family or an authorised user.

Please look at the policy carefully as conditions apply. However, immediate family means, if you are an individual, your mother, father, son, daughter, spouse, domestic partners who permanently resides with you. The policy must be taken out in your name and you must own the mobile phone or gadget (as shown by the proof of purchase). There is no age limit on who may use the mobile phone or gadget.

If the policy is owned and has been taken out by a business (firm, company or partnership), authorised users are registered employees who have been given your express permission to use the mobile phone or gadget.

Can my Mobile Phone or Gadget be used for business purposes?

Yes, all mobile phones or gadgets are covered for both business and personal use. However, if the mobile phone or gadget is owned by a business (firm or partnership) the insurance must be taken out in the name of that business and as a registered employee you must have your employer’s express permission to use the mobile phone or gadget.

What do I need to do to make a claim?

All claims must be notified as soon as it is reasonably possible after the event which causes you to submit a claim. Following these procedures, and any instructions or advice given to you by your claims administrator will help your claim to run smoothly.

Theft, Accidental Loss and Malicious Damage Claims:
You must notify the appropriate local police authority as soon as possible following discovery of the incident and obtain a crime reference and a copy of the police crime report (where applicable).

Should you be claiming for the theft or accidental loss of your mobile phone you must also contact your network provider as soon as possible following discovery of the incident to place a call bar on your mobile phone.

For all claims (including theft, accidental loss, breakdown and malicious damage):
You should contact your claims administrator as soon as reasonably possible following discovery of the incident (or in the event of an incident occurring outside of the United Kingdom as soon as reasonably possible following your return to the United Kingdom):

Online claims: www.eclaimcity.co.uk/

Phone: 0333 999 7905 (local rate call)

Email: claims@citymain.com

Post: The Claims Team, Citymain Administrators Limited, 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3FQ.

You should complete any claim form you may be provided with fully and return it to your claims administrator in accordance with their instructions, together with any supporting documentation including, but not limited to:

  • incident or crime reference number or lost property number or police crime report (where applicable);
  • proof of purchase, proof of date of purchase or proof of exchange;
  • proof of usage; and
  • any other documentation we reasonably request that is relevant to your claim.

Where you are making a claim for accidental damage, malicious damage or breakdown, you will be asked to send your gadget to your claims administrator in a padded envelope by registered mail. You will be responsible for the cost of posting your gadget to your claims administrator. There is no cover provided by this policy in respect loss, damage or theft for gadgets which are not mailed this way.

Will my Mobile Phone or Gadget be replaced or repaired if it's damaged?

If your claims administrator determines that your gadget needs to be replaced following a valid claim they will endeavour to replace your gadget with an identical, fully refurbished (or new where a refurbished item is not available) gadget of the same age and condition as your gadget. However, in the unlikely event this is not possible, your claims administrator will provide you with a fully refurbished (or new where a refurbished item is not available) gadget of a comparable specification or the equivalent value taking into consideration the age and condition of your gadget prior to your claim.

Please note that although we will endeavour to replace your gadget with the same colour, it may not always be possible and therefore you will be provided with an alternative colour in that situation.

Do you use approved repairers?

We want all repairs to have high quality repairs and will only use our approved repairers. Our repairers may not necessarily be authorised or approved by your gadget manufacturer which may affect your manufacturer’s warranty and returns or upgrade policies. Any valid breakdown claim not covered by your manufacturer’s warranty due to an earlier repair completed by us would be fairly considered by us provided your policy remains in force. All of our repairs carry a minimum three months warranty.

Will you pay for my postage charges if my gadget needs repairs?

You will be asked to send your gadget to your claims administrator or to our authorised repairer. You will be responsible for the cost of postage. To avoid any further damage being caused to your gadget, we recommend that you use a padded envelope and send your gadget by registered mail. There is no cover provided by this policy in respect of loss, damage or theft for gadgets which are not mailed in this way.

Your claims administrator will arrange for the repair of your gadget and return it to you by courier to your last known address or the address specified on your claim submission.

Is there an excess fee?

There is an excess fee of £50 for all claims which must be paid before your claim can be approved.

Latest Messages

Essential Plus

Insure Annual for £83.82 that’s equivalent to less than £7 per month

Insure 3 items monthly for less than £5 per Device or buy Annual policy at equivalent of less than £4 per month

Insure 5 Items for less than £4.50 per Device or buy an Annual policy at equivalent of less than £3.50 per month

Premier

Insure Annual for £93.92 that’s equivalent to less than £7.70 per month

Insure 3 items monthly for less than £6 per Device or buy an Annual policy at equivalent of  less than £5 per month

Insure 5 Items monthly for less than £5.00 per Device or buy an Annual policy at equivalent of less than £4 per month

 
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