Phone Care Policy Information Pack

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, a company registered in Scotland, Registered No. 2116 with Registered office at Pitheavlis, Perth PH2 ONH. Aviva Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority. Firm Reference No 202153;

When we refer to Sections, we mean the Terms and Conditions at the bottom of this document.

What's Covered?

Theft, Loss, Damage & Breakdown (Section 5)

Upon discovering the theft of your phone, you must report the theft to the police as soon as possible. A crime reference number from the police will be requested and validated as part of the claims process.

If your phone is damaged, lost or stolen, we will, where possible, replace it with the same make and model as your original phone. However if this is not possible we will provide an alternative replacement phone which may be a different colour, model or from a different manufacturer.

Unauthorised Use Cover (Section 5)

For theft and loss claims, remember that in order to make a claim for unauthorised use costs, you should report this to your network provider within 24 hours of first noticing your phone is missing. Once you have provided us with your supporting evidence and your claim is accepted by us, we will cover the costs of any unauthorised use subject to a limit of £10,000.

Accessories Cover (Section 5)

We cover any standard accessories which are supplied along with your phone by the manufacturer and any additional item(s) purchased from or Carphone Warehouse to be used specifically with your phone up to the value of £300 If for whatever reason we replace your phone with a different make or model and this means that you can no longer use your existing accessories, we’ll replace them too.

What's Not Covered?

Theft, Loss, Damage & Breakdown (Section 5)

Excess (Section 6)

Accessories (Section 5)

Period of Cover:

The period of cover is shown in the certificate of insurance. Your policy will continue on a monthly basis, for a maximum of 5 years, unless it is cancelled by you or us before then.

How to make a claim? (Section 9)

  1. If your phone has been lost or stolen we advise that you report this to the network provider within 24 hours of discovering it. To make a claim for unauthorised use you must notify your network provider within the 24 hours.
  2. If your phone has been stolen, you must report it to the police and obtain a crime reference number.
  3. To make a claim for theft or loss call us on 0800 049 6189 or alternatively visit one of our Carphone Warehouse stores. To make a claim for damage or breakdown, we recommend you visit any Carphone Warehouse store so that your phone can be promptly assessed. If you have difficulties in reaching one of our stores, please call us on 0800 049 6189.

Changing your mind - Your cancellation rights (Section 10)

You may cancel your policy at any time. If you cancel within the first 14 days from the day of purchase, i.e. start date of your policy, or the day on which you received your policy documentation – whichever is the later date, you will receive a complete refund on premiums paid (unless you have made a claim). If you wish to cancel after the 14 days, you will not be entitled to any refund and will be covered up until the end of the month covered by your final payment.

If you cancel your policy, your phone will no longer be protected following the end of your cover period. 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 monthly Direct Debit, you will need to ask your bank to cancel the direct debit instruction.

If you want to cancel your policy please go to:, call 0800 049 6189 or write to: Phone Care, PO Box 358, Southampton, SO30 2PJ.

Our promise of service (Section 13)

Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally.

If you are unhappy with any aspect of the handling of your insurance, please contact us through the following methods:

Aviva Insurance Limited and the Carphone Warehouse Limited are covered by the Financial Ombudsman Service for Complaints.
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 included with this pack.

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, or write to:
Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London EC3A 7QU.

How to contact us

For any general queries, please visit or call us on 0800 049 6189. We will happily assist you with any queries you may have.

Telephone Call Recording

For our joint protection telephone any calls may be recorded and/or monitored.


We’ve found out that a number of traders pretending to be part of The Carphone Warehouse Limited have been contacting our customers claiming to offer Insurance. We do not pass on your details to suppliers of alternative Insurance products. To check if they are genuine, ask them to give you your customer reference number, which you can check against your insurance certificate. If you think the trader is not genuine, please let us know by calling us on 0800 049 6189. Don’t give out your details unless you are sure the trader is genuine.

For more information, please read our full Terms and Conditions.