Help and Support

As part of the Carphone Warehouse, we have teamed up with Aviva Insurance Limited to provide you with an insurance policy called Phone Care which is automatically supplied to you when you purchase your new phone.

The Phone Care policy safeguards your new phone against theft and accidental damage including exposure to water or other liquids. This also applies to any phone accessories you bought from us up to the retail value of £100. If the phone is damaged it can be sent in for repair o or if the cost is too high it will be replaced with a similar product as would be the case if your phone was stolen.

The Phone Care Policy does not protect against loss of your phone. Claims for damage or theft are not covered if your mobile is left unattended in a public place or in a vehicle. A full list of exclusions is available in the policy terms and conditions, which can be found here.

For accidental damage visit www.carphonewarehouse.com/makeaclaim or any Carphone Warehouse store as soon as possible and tell us about the damage or theft to make a claim. For reporting a theft you will need to contact your network provider within 24 hours to block your SIM and also inform the police. For all claims please call 0870 111 7002.

A welcome pack will be posted to you a few days after you receive your new phone with your Phone Care policy documents. You can also read the full Terms and Conditions

The first month of your insurance policy is free. If you do not wish to insure you phone during or after this period you can simply call 0870 111 7002 quoting your mobile number.

Alternatively you can write to:

Phone Care Correspondence
The Carphone Warehouse Limited
1 Portal Way
London
W3 6RS

Full details will also be sent to you soon after receipt of your new phone.

Please note that we cannot cancel the policy for you as this conflicts with the Data Protection Act. Please contact The Carphone Warehouse directly for cancellation requests.

Yes, when buying a handset from Mobiles.co.uk you will automatically be supplied a 1 or 2 year warranty from the phone's manufacturer which means should you find a fault outside your 28 days exchange period, you can get it repaired for free at a Carphone Warehouse store.

A warranty is offered should your phone suffer a manufacturing fault. However, unlike your Phone Care policy, this does not cover your phone against accidental damage or a theft. Additionally, with Phone Care, should your handset develop a fault after the 28 days exchange period you can visit a Carphone Warehouse Store and request a quick, no hassle Handset and Battery replacement. This often takes no more than 48 hours whereas normally 28 days may be required to to fix the phone.