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.
The insurer of the policy is Aviva Insurance Ltd. Registered in Scotland No. 2116. Registered office; Pitheavlis, Perth, PH2 0NH. FCA No. 202153. Authorised and regulated by the Financial Conduct Authority.
Theft or damage (See clauses 2 and 3)
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.
Accessories Cover (See clause 4)
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.
When we refer to clauses, you'll find them in our terms and conditions.
Theft or damage (See clause 6)
For more details on what's covered and what's not please refer to the terms and conditions on this website
Excess (See clause 1)
Accessories (See clause 4)
Unauthorised Calls (See clause 6)
For more information on what's covered and what's not refer to the full terms and conditions.
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.
Making a claim is as easy as 1, 2, 3
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 go to www.mobiles.co.uk/phonecare.html, or write to: Phone Care Correspondence, The Carphone Warehouse, PO Box 358, Southampton, SO30 2PJ or call us on 0870 111 7002.
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.mobiles.co.uk/phonecare.html. If you need more help, please write to: Phone Care Correspondence, The Carphone Warehouse, PO Box 358, Southampton, SO30 2PJ or call us on 0870 111 7002.
Aviva Insurance Ltd 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 terns and conditions on this website.
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 Botolph Street, London EC3A 7QU
To make a claim, cancel a policy or for any general queries, please call us on 0870 111 7002 or visit www.mobiles.co.uk/phonecare.html. To make a complaint please visit www.mobiles.co.uk/phonecare.html. We will happily assist you with any queries you may have. (We may record or monitor calls to prevent fraud and improve our service).