What's not covered?

Loss (see clause 6)

• You aren’t covered for loss of your phone

Damage and theft (see clause 6)

To be covered for theft, remember that you must report it to your network provider within 24 hours of first noticing your phone 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've made the report.

• We won’t cover your phone or accessories being damaged or stolen if you’ve left them in a public place.
• We won’t cover your phone or accessories being stolen or damaged on a boat less than three metres long.
• We won’t cover any damage to your phone or accessories that happens abroad more than 60 days after you left the UK.
• We won’t cover your phone or accessories being damaged or stolen if they were left in a motor vehicle.
• We won’t 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.

Excess (see clause 1)

The excess is the amount you must pay toward the cost of each claim you make. You’ll find the amount on your insurance certificate

Accessories (see clause 4)

We’ll 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’ll only cover accessories that you bought from the retailer you purchased your handset from. You may be asked to provide a receipt or proof of purchase.

Unauthorised calls (see clause 6)

You aren't covered for the cost of calls made by an unauthorised user of your phone.

Making a claim

First, read through the booklet to make sure you have all the details you need. Then for theft claims please call us on 0870 111 7002. For accidental damage claims, please visit any Carphone Warehouse store.

1. If your phone has been lost or stolen, contact your network provider within 24 hours so they can block illegal use of it. - there’s more about this on the back page of your terms and conditions.
2. If your phone has been stolen or damaged deliberately, you need to report this to the police within 48 hours. You can do this online at www.online.police.uk or by contacting your local police station. Make sure you get a crime-reference number from the police too.
3. If you need to claim for accidental damage or liquid damage, please drop into any Carphone Warehouse store. For theft claims, go to any Carphone Warehouse store or call us on 0870 111 7002.

Before you contact us, please make sure you have:

• A police crime-reference number for theft claims
• The damaged phone or accessory for claims for accidental or liquid damage
• Your policy details

Cancelling your contract

Your cancellation rights

• You have the right to cancel your policy up to 14 days from the day of purchase, ie the start of your contract, or the day on which you receive your policy documentation - whichever is the later date. A full explanation of the conditions for cancelling cover can be found in our terms and conditions.
• If you don’t cancel your policy within the first 14 days, cover will continue so you’ll have to pay the premiums. For your cancellation rights outside the 14-day cooling-off period, please read the general conditions section of your terms and conditions..
  
  
• If you cancel your policy, your phone will no longer be protected, you won't be able to start the 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 monthly Direct Debit, we’ll ask you to cancel the Direct Debit instruction.
  
  

If you want to cancel, please call 0870 111 7002 or write to: Phone Care Correspondence, The Carphone Warehouse Limited, 1 Portal Way, London, W3 6RS.

For more information about cancelling your policy, please take at our terms and conditions..

Top tips to protect your phone against crime

• Keep a record of your phone’s ‘IMEI’ number - it’s usually printed on a label behind the battery.
• We may put details of phone claims on a register of claims. Insurers use this to share information and prevent fraudulent claims. You can ask for a list of companies that take part.
• Use the ‘Immobilise’ account we’ve set up for you on the UK’s Nation Property Register.

How the National Property Register can help you

When you take out Phone Care insurance we’ll create an ‘Immobilise’ account for you and register your phone on the UK’s National Property Register. You can access this account and add any other items of property (such as other mobile phones, laptops, bikes, MP3 players and so on) all free of charge. You can alos upgrade the account and add photos of items and certificates of ownership - this is really useful when making a crime report or an insurance claim. You can access your account at www.immobilise.com

If you’ve had your phone or any other item stolen, use your Immobilise account to let us know. This also tells the police that the item has been stolen, and who it’s registered to. You’ll still need to report the theft to the police, and in the case of the phone, to you network provider. It really does increase the chances of the thief being caught and your things being returned, so it’s well worth doing.

If any belongings you have registered with Immobilise are stolen and later found, we, the police, or Immobilise will contact you and let you know where they are. You’ll never be contacted by a member of the public or asked to provide any form of reward, so make sure you know who’s calling.

You’ll find more information at www.immobilise.com

Making a complaint

We hope you won’t need to! We’ll always aim to provide you with 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. If you need more help, please write to: Phone Care Correspondence, The Carphone Warehouse Limited, 1 Portal Way, London, W3 6RS or call us on 0870 111 7002. Aviva Insurance Ltd and The Carphone Warehouse are covered by the Fincial Ombudsman. The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Service for complaints from private individuals, certain small businesses, charities and trusts
If you have complained to us and we haven'’t been able to sort out your complaint, you may be entitled to refer it to an independent organisation. Following the complaints procedure doesn’t affect your right to take legal action. You can find more details of our complaints procedure in our terms and conditions.

Financial Services Compensation Scheme

We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim.

Further information about the scheme is available from the FSCS website www.fscs.org.uk or write to: Financial Services Compensation Scheme, 10th floor, Beaufort House, 15 St Botloph Street, London EC3A 7QU.

Legals

Name of insurer
The insurer of the policy is Aviva Insurance Ltd. Registered in Scotalnd No 2116. Registered office: Pitheavlis, Perth, PH2 0NH. FCA No. 202153. Authorised and regulated by the Financial Conduct Authority.

Period of cover
The period of cover is shown in your certificate of insurance. We’ll automatically renew your Phone Care policy as long as you continue to pay the monthly premiums. The terms and conditions of the renewed cover will be the same as the original, unless we’ve told you otherwise.

terms and conditions.