|What's not covered|
|Period of cover|
|Making a claim|
Every phone that we sell comes with one month Phone Care insurance completely free of charge, which covers you for theft and accidental damage. Confirmation of your insurance cover and your full policy information will be posted or emailed within the next 14 days. Your on-going insurance cover will be charged (by Direct Debit), separately from your mobile phone bill, after your one month free insurance period is up.
We've pulled together a quick overview for you here, which should give you a clear understanding of the main features of your Phone Care policy.
Name of insurer:
The insurer of the policy is Aviva Insurance Limited. Registered in Scotland No. 2116. Registered office; Pitheavlis, Perth, PH2 0NH. FSA No. 202153
Theft or damage
To be covered for theft, remember that you must report it to your network provider within 24 hours of first noticing your phone is missing. You must also report any deliberate damage or theft to the police within 48 hours. And, you must get a crime reference number from the police showing that you have made the report.
If your phone is stolen, we may replace it with a similar product, if your phone has been damaged, we may repair it. If we can't repair your phone, or the cost of repairing is too high, we will replace it with a similar product.
If we replace your phone under this policy, we'll also replace any accessories designed to be used with the phone up to a current retail value of £100.
What's not covered?
Theft or damage
We will not cover your phone or accessories if they are damaged or stolen, when left in a public place, a motor vehicle or on a boat less than three meters long.
We will not cover any damage to your phone (or accessories) that happens outside the UK more than 60 days after you have left the UK.
We will not cover your Phone or accessories being damaged or stolen as a result of something you or any person using the phone have done or not done to make this more likely to happen.
The Excess is the amount you must pay towards the cost of a claim. You must pay the excess (shown on your insurance certificate) for each claim you make.
We will replace accessories (any additional electrical mobile phone products bought at the same time as, and to be used with, the mobile phone covered by this policy) as long as they were stolen or damaged at the same time as your phone.
We will only cover accessories that you bought from e2save. If necessary, you must provide a receipt or proof of purchase.
You are not covered for the cost of calls made by any unauthorised user of your phone.
For more information on what's covered and what's not please contact us on 0800 049 6189
Period of cover
The period of cover is shown in the certificate of insurance. We will automatically renew your Phone Care policy while you continue to pay the monthly premiums. The terms and conditions of the renewed cover will be the same as the original, unless we have told you otherwise.
How do you make a claim?
Making a claim is as easy as 1, 2, 3
- If your phone has been stolen, contact your network provider within 24 hours of noticing the incident and ask them to bar your mobile service line.
- If your phone has been stolen or damaged deliberately, report to the police within 48 hours of noticing the incident and obtain a crime reference number.
- For accidental or liquid damage, please visit any Carphone Warehouse store. Alternatively contact us on 0800 049 6189.
Changing your mind - your cancellation rights
You have the right to cancel your policy during a period of 14 days from the day of purchase, i.e. start date of your contract, or the day on which you received your policy documentation, whichever is the later date.
If you don't cancel your policy within the first 14 days, cover will continue, and premiums will be due from you. If you cancel your policy after the 14 day cooling off period, your cover will cease from the end of the monthly period of cover. No part refunds of premiums will be given.
If you cancel your policy, your phone will no longer be protected. You won't be able to start cover again in the future as we can only arrange cover for your phone when it's new. If you cancel your policy and have been paying by the monthly Direct Debit, we'll ask you to cancel the direct debit instruction.
If you want to cancel your policy please write to: Phone Care Correspondence, The Carphone Warehouse, PO Box 358, Southampton, SO30 2PJ or call us on 0800 049 6189.
How do I make a complaint?
We'll always aim to provide you with a good service, and hope you'll be a happy customer. However, if for any reason you do have a problem, we'd like to hear from you and will do our best to put it right. Firstly, please visit www.carphonewarehouse.com/complaints. If you need more help, please write to: Phone Care Correspondence, The Carphone Warehouse, PO Box 358, Southampton, SO30 2PJ or call us on 0800 049 6189.
Aviva Insurance Limited and the Carphone Warehouse are covered by the Financial Ombudsman Service for Complaints from private individuals, certain small business, charities and trusts.
If you have complained to us and we have not been able to sort out your compliant, you may be entitled to refer it to this independent organisation. Following the complaints procedure does not affect your right to take legal action. You can find more details of our complaints procedure in the terms and conditions on this website.
Financial services compensation scheme
Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we cannot pay what we owe, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time. You would be covered for the first £2000 of any claim and 90% of the rest, without any upper limit.
You can get more information about the scheme from the FSCS website at www.fscs.org.uk, or write to: Financial Services Compensation Scheme, 7th floor, Lloyds Chambers, Portsoken Street, London E1 8BN.
How to contact us
To make a claim, cancel a policy or for any general queries, please call us on 0800 049 6189. To make a complaint please visit www.carphonewarehouse.com/complaints We will happily assist you with any queries you may have. (We may record or monitor calls to prevent fraud and improve our service.).