FAQs
Select a question:
What does Supercover Insurance Insure?
What is Gadget Cover?
Why do I need to insure?
What is covered under the policy?
What are the main exclusions?
Is there an excess fee?
Do I need to supply a receipt?
Is there an age restriction on the items I can insure?
What is the claims procedure?
Who is the policy Underwritten by?
When does my cover commence?
How do I claim?
What should I do if I replace my insured item?
How can I cancel the insurance?
If I have a complaint, what should I do?
How will my complaint be dealt with?
I cannot find the answer to my question. What next?
------------------------------------------------------------------------------------------------------------------------------------
What does Supercover Insurance Insure?
We offer insurance on Mobile Phones, iPhones, PDA's, MP3 Players, iPods, Satellite Navigation Systems, PSP's and other portable consoles, Camera's, Camcorders, Personal Media Players, and Laptops and PC's
back to top
GadgetCover is a cost effective way to insure those everyday gadgets and consumer electronics that we never leave the house without! Where the average monthly insurance premium on any one item is £5.88 £5.29, you can insure 3 for £9.99 £8.99 and 5 for £14.99 £13.49
back to top
Many of us do not realize the value of the every day items carried in our briefcase / rucksack / handbag. It's only when something goes wrong and we have to replace these products that we understand the true value, both personally and financially of our every day gadgets.
According to a recent survey by Zurich Insurance, the average person will carry £851 worth of hand held gadgets with them every day, for Londoners, this rises to £1034.
Figures published in 2006 show an increase of 40% in crime rates largely caused by small electronic devices such as ipods, Mobile phones and laptops etc, this is in addition to the
600,000 electronic devices that were dropped in the toilet
400,000 electronic devices were dropped in drinks and the
200,000 electronic items that ended their life in a washing machine
And, did you know that at least one in seven people are not covered by either their home contents specialist insurance – a potential £5bn worth of goods at financial risk every day.
back to top
What is covered under the policy?
Theft – including unattended theft from a secure vehicle / secure premises, Loss (mobile phones and PDA's only excluding iPhones), Extended Warranty (not included on Laptops), Accidental Damage (including Liquid Damage), and International Cover
Please note; This is an annual contract of insurance which can be paid annually or monthly. If you choose to pay for your insurance monthly you will be required to pay for the remainder of the years premium before we can authorize any claim.
This policy is limited to one replacement within any 12 month period.
back to top
Leaving the item unattended when it is away from your home
Theft from vehicle or premises where there is no visible sign of forced entry
Not reporting the theft/loss within 24 hours to the police, or, in the case of mobile phones and PDA's, not reporting the theft/loss to the Service Provider within 12 hours to stop the line and blacklist the handset.
Please view our Policy Wording for full details
back to top
Yes. There is an excess fee for all claims which must be paid before your claim can be approved.
If your claim is for a laptop, there is a £75 excess fee for each claim within the UK and £100 for any international claim.
If your claim is for an iPhone, the excess fee is £100 for any claim.
For all other items, there is an excess fee of £25 for theft / damage claims and £50 for loss claims and £75 for international claims.
back to top
Do I need to supply a receipt?
In the event of a claim you will need to provide receipts for all items you are claiming for. The receipt must be in the same family name and if relating to a mobile phone, it must include the IMEI number
back to top
Is there an age restriction on the items I can insure?
The item must be less than 6 months old.
back to top
In the event of a claim you must
Report the theft / loss to the police within 24 hours of discovery
Report the theft / loss of a mobile phone / PDA to your Service Provider immediately, but in any case within 12 hours of discovery
If your claim relates to a faulty item, the faulty item must be provided
Contact us within 48 hours of discovery of any claim
Failure to comply with the above may result in your claim being delayed or rejected
Once all the requested information has been received we will process your claim within 48 hours
back to top
Who is the policy Underwritten by?
This insurance is arranged by Supercover Insurance Ltd with UK Underwriting Limited on behalf of: Fortis Insurance Limited, Registered in England No.354568. Registered Office: Fortis House, Tollgate, Eastleigh, Hampshire , SO53 3YA .
Supercover Insurance Ltd , UK Underwriting Limited and Fortis Insurance Limited are authorised and regulated by the Financial Services Authority.
This can be checked on the FSA's register by visiting the FSA's website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234.
back to top
Your cover begins when your first premium for the insurance is paid.
back to top
You can make a claim by calling our dedicated Claim Advisors on 0871 222 1130 or writing to
Claim Department
602 Cumberland House
80 Scrubs Lane
London
NW10 6RF
Tel 0871 222 1130
E-Mail claims@supercoverinsurance.com
back to top
What should I do if I replace my insured item?
You should contact customer services 0871 222 1130 with your new phone details or email claims@supercoverinsurance.com and also post a copy of your receipt to 602 Cumberland House, 80 Scrubs Lane, London, NW10 6RF
back to top
How can I cancel the insurance?
You may cancel the insurance, without giving reason, by sending us written notice and returning the insurance documents within 14 days of it starting of (if later) within 14 days of you receiving the insurance documents.
If you wish to cancel your insurance after the initial period you can do so by writing to Supercover Insurance Plc 602 Cumberland House, 80 Scrubs Lane, London, NW10 6RF, or by telephoning 0871 222 1130, or by emailing claims@supercoverinsurance.com
An administration fee shall be due equal to 25% of the annual premium with a minimum fee applying of £10.
back to top
If I have a complaint, what should I do?
Supercover Insurance Plc is incorporated in the UK and authorised and regulated by the Financial Services Authority.
We are proud of our reputation for fairness in our treatment of our customers. However, occasionally disputes or misunderstandings can arise.
It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance contact Supercover's Customer Services Director. The contact details are:
The Customer Services Director
602 Cumberland House, 80 Scrubs Lane , London , NW10 6RF
Tel: 0871 222 1130
Fax: 0871 222 3228
Email complaints@supercoverinsurance.com
Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.
In the event you remain dissatisfied and wish to make a complaint, you can do so by contacting the following:
The Head of Claims,
UK Underwriting Limited,
2 Gibraltar House,
Bowcliffe Road,
Leeds,
LS10 1HB.
If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity but have a group annual turnover of less than £1 million, or are a charity with an annual income of less than £1 million, or are a trustee of a trust with a net asset value of less than £1 million. You may contact the Financial Ombudsman Service at:
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
Docklands,
London,
E14 9SR.
Tel: 0845 080 1800
The above complaints procedure is in addition to your statutory rights as a consumer.
back to top
How will my complaint be dealt with?
We aim to deal with any complaint within 24 hours of receipt however we guarantee that within 5 days of receipt of your complaint you will be contacted by letter or telephone. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, provide a reference for your complaint, and explain why we are unable to respond at this time
If after 4 weeks, we have still unable to resolve your complaint you will receive a further letter informing you of our progress.
If after a further 4 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Services
ny reference to any of the above will not affect your right to take legal proceedings
back to top
I cannot find the answer to my question. What next?
Please email claims@supercoverinsurance.com
back to top