FAQ

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 every day Gadgets.

Which Gadgets can I protect with Gadget Insurance?

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, Game Consoles, Portable DVD Players, iPods and other MP3 players, Digital Cameras and Lenses, Kindles and other e-readers. Digital Cameras and Lenses are insured individually as separate items. Under our Premier Plan we also offer to insure your digital downloads purchased by you and downloaded from the internet on to the Gadget you insure. Often the value of these downloads can be more than the value of the Gadget on which they are stored.

What is covered under the policy?

We offer two different Plans with different covers:

Insurance Plan Covers

Terms and conditions apply so please ensure you read the Policy wording before purchase.

What is the difference between each Plan?

Essential Plus Each gadget is insured up to £1,500 for Theft, Accidental Damage, Breakdown, Accidental Loss and Malicious Damage. Single items policies have a maximum claim limit of £3,000 in any one year but there is no limit to the number of claims that may be made under our multi item policy.

Premier - Our highest level of cover which automatically includes all of the benefits of our Essential Plus Plan. In addition, the Premier Plan includes £1,000 of cover for your digital downloads held on the equipment you insure should you irretrievably lose these. Downloaded material may include music, games, videos, apps, ebooks or any other software you have downloaded for a fee. The claims limit for each gadget is £2,000 and the maximum amount you can claim in any one year is £4,000 for single item policies but there is no limit to the number of claims that may be made under our multi item policy.

  • All Plans include cover for Accessories such as battery chargers, carrying cases and hands-free mounting kits up to a combined retail price of £250 including VAT lost or damaged at the same time as your gadget.
  • All Plans also include cover for use of your gadget anywhere in the world up to a maximum of 90 days in total in any one 12 month period.
  • Fraudulent Call Use cover is up to a maximum limit of £1,000 and cover will only apply to unauthorised calls made within 24 hours of discovery of the loss or theft of your phone.
  • All Plans carry an excess of £75 in respect of every claim. This is the amount you must contribute towards your gadget that is subject to a claim.
  • i-Digital offers a short online application process to help you obtain your cover quickly and easily. Our call centres for policy administration and claims are in the UK and you can talk to knowledgeable staff who are waiting to help you.
  • We offer an annual or a monthly rolling policy to give you maximum flexibility.

It's important to read the policy documents and understand what's covered and when. When you go through our online quote system you will be given the opportunity to read these before you commit to taking out a policy.

How many Gadgets can I insure?

You can insure a single Gadget or up to five items under the same policy.

If you want more than 5 Gadgets covered you can take out any number of policies. The important thing to remember is that you, an immediate family member who permanently resides with you or your employer must own the Gadgets (as shown by the proof of purchase) in order to take out the insurance.

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

Cover is extended under all Plans to include use of the insured Gadget anywhere in the world but only up to a maximum of 90 days in any single 12 month period. Cover will only apply outside the UK up to 90 days but not beyond that time.

Is there an age restriction on the items I can insure?

The item must be less than 24 months old from the date it was purchased as new at the time the insurance is first purchased.

Do my other insurance policies cover my Gadgets?

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.

What is my IMEI or Serial number and how do I find it?

The IMEI (International Mobile Equipment Identification) number is unique to your mobile phone or smart phone handset. It can be obtained by dialling *#06# on your phone and your IMEI number will be displayed. Other Gadgets will have a unique serial number which you should be able to find on the Gadget itself, your instruction manual or stated on your proof of purchase

When does my cover commence?

There is an initial 14 day period during which, if your Gadget is stolen, lost, damaged or breaks down, you will not be able to claim and this is called the “exclusion period”. The exclusion period is:

  • 14 days after the start date of your policy
  • 14 days after any change to your policy in which you add a Gadget to your policy or replace a current insured Gadget – the exclusion period applies to the Gadget you add.

Please note that if you have an annual policy the exclusion period will only apply when you first take out the policy. If you renew your annual policy in 12 months time, the exclusion period will not re-apply at renewal.

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

There is no need for you to instruct us to renew the policy. If you select monthly rolling periods of cover, 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.

How do I renew an annual policy?

You will be contacted up to 30 days before the annual renewal date and we will tell you about any changes to the premium or the policy terms and conditions and how to renew your policy. Annual premiums are collected by the policy administrator by Credit or Debit card.

Can you change the policy cover or price?

If you have an annual policy, we would only change the cover or price at your next annual renewal date. You will be contacted up to 30 days before the annual renewal date and we will tell you about any changes to the premium or the policy terms and conditions.

If you have a monthly rolling policy, 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 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. A cancellation letter or email will be sent to you at your last known address as provided by you at the time of application. 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 and/or any additional covers 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.

How do I amend my policy?

If you wish to amend your policy to add, replace or remove any Gadgets 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 purchase.

Can I insure my Gadget if I live outside the UK?

Unfortunately not, this policy is for Gadgets bought and used in the UK.

If I purchased my Gadget abroad can I have cover?

No, the Gadget has to be bought in the UK.

Who can use my Gadgets?

You, your immediate family or an authorised user.

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

Whose Gadgets can I insure under my policy?

The Gadgets must be insured by the owner or, if you are an individual, by you on behalf of an immediate family member who permanently resides with you as shown on the proof of purchase. If your gadget was received by you or an immediate family member as a gift, it can be insured by you provided you hold the original proof of purchase.

Can my Gadget be used for business purposes?

Yes, all Gadgets are covered for both business and personal use. However, if the Gadget is owned by a business (firm, company 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 Gadget.

Can I insure second hand Gadgets?

The Gadgets must be purchased as new or refurbished. Any refurbished device must be purchased direct from the manufacturer or network service provider. In the event of a claim we will need to see the original proof of purchase to show it is not more than 24 months old when purchased as new or refurbished and where it was purchased in the UK. Please note we do not accept proof of purchase from any auction website like Ebay or personal classified ad sites such as Gumtree for either the original purchase or any subsequent purchase.

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.

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.

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.

Is there an excess fee?

There is a policy excess applicable to each and every claim of £75. This is the amount you must contribute towards the claim.

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 £4.67 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 £5.00 per Device or buy an Annual policy at equivalent of less than £4 per month

 
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