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If you have a Currys Mobile Insurance Complete or Currys Mobile Insurance Lite policy purchased after 26th June 2024 please click here for more information including how to claim, cancel and complain.
Phone Care mobile phone insurance was sold by mobiles.co.uk, a trading division of Currys Retail Limited and underwritten by Aviva Insurance Limited. Cover includes damage, breakdown, theft, and accidental loss, so if you ever need to make a claim you can be confident you are in safe hands, and that it is easy and straight forward to do. When you bought a mobile phone from our company, we gave the option to choose whether or not you'd like to take out insurance cover. If you chose to take out cover for your mobile phone, you automatically pay premiums on a monthly basis, so if you don't want to stay with us, let us know by calling 0800 049 0222.
Phone Care insurance gives you the benefit of protection against:
If your phone is damaged, lost or stolen, we will, where possible, replace it with a refurbished phone of the same make and model.
* Regarding accessory cover, we will pay up to £300 for standard accessories supplied with your phone; and/or any case, charger, screen protector and/or memory card purchased from mobiles.co.uk, e2save.com or Currys, to be used specifically with your phones, if:
For more information, see our full terms and conditions.
To make a claim:
0800 049 0222 and press 1
Your first payment will be taken upfront in the checkout when you order.
The full list of exclusions can be found in the terms and conditions. The significant exclusions are:
The excess is the amount you must pay toward the cost of a claim. You must pay the excess (shown on your insurance certificate) for each claim you make. There is no excess to be paid on a claim for breakdown.
To make a claim on your policy, follow these steps:
Before you contact us, please make sure you have:
You have the right to cancel your policy within 14 days of purchasing it. If you cancel your policy during this period you will be entitled to a full refund of the premium paid, provided there has been no claim. After this period, 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 want to cancel your policy please call 0800 049 0222 or write to:
Phone Care
PO Box 358
Southampton
SO30 2PJ
For more information about cancelling your policy, please take a look at our terms and conditions.
Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your complaint to make sure that we continually improve the service we offer.
a. We will acknowledge your complaint promptly.
b. We aim to resolve all complaints as quickly as possible.
Most of our customers concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update within 14 working days of receipt and give you an expected date of response
If you are unhappy with any aspect of the handling of your insurance we would encourage you, in the first instance, to seek resolution by contacting us on 0800 049 0222, or in writing either via our website or by letter addressed to Phone Care, PO Box 358, Southampton SO30 2PJ.
If you are unhappy with the outcome of your complaint you may be able to refer the matter to the Financial Ombudsman Service at:
The Financial Ombudsman ServiceTelephone: 0800 023 4567 (free from UK landlines and mobiles) or 0300 123 9123 (Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number from any line including a mobile and will count towards any inclusive minutes you may have).
Or simply log on to their website.
Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.
Aviva are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if Aviva cannot meet their own obligations, depending on the type of insurance and the circumstances of your claim.
Phone Care policies are underwritten by Aviva Insurance Limited and arranged and administered by Currys Retail Limited. Aviva Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Aviva is regulated in relation to the product and post-sale activities. Full details of the regulatory status of these companies can be found at www.fca.org.uk.
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If you require to speak with us about your insurance plan you can use the Relay UK Service: relayuk.bt.com or via email at [email protected]
If you require any documentation in alternative formats you can contact us to request this on: 0800 049 0222 or email [email protected]
If you need additional support/help managing your insurance policy due to a disability, physical or mental illness, or because your circumstances have changed, we will happily tailor our service to support your needs where possible.
You can review the help we offer or manage your support needs online by clicking here.
Alternatively, please contact us on 0800 049 0221, by email on [email protected], or by letter addressed to Currys Customer Experience Team, PO Box 194, Cramlington, NE23 0DA.
