FAQ

We offer insurance on Mobile Phones, iPhones, iPads, Tablets, PDAs, MP3 Players, iPods, Satellite Navigation Systems, PSP's and other game consoles, Camera's, Camcorders, Personal Media Players, Laptops and PC's.

Many of us do not realise 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.

Theft – including unattended theft from a secure vehicle / secure premises, Loss (mobile phones and PDAs 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 year's premium before we can authorise any claim.

This policy is limited to one replacement within any 12 month period.

• 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 PDAs, 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.

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, there is a £100 excess fee for each claim. For all other items, there is an excess fee of £40 for theft / damage claims and £60 for loss claims and £75 for international claims.

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.

The item must be less than 12 months old.

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.

This insurance is underwritten by UK General Insurance Limited, on behalf of Ageas Insurance Limited, registered in England No.354568 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. More info.

Your cover begins when your first premium for the insurance is paid. Please refer to our Terms & Conditions for full details.

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

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

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 Ltd. 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.

We are proud of our reputation for fairness in our treatment of our customers. However, occasionally disputes or misunderstandings can arise.

Any enquiry or complaint you have regarding your policy should be addressed to The Customer Services Director, either by post, to: Supercover Insurance Ltd, 602 Cumberland House, 80 Scrubs Lane, London, NW10 6RF.

Or by email to: complaints@supercoverinsurance.com.

Or by telephoning 0871 222 1130

You should provide details of your policy and in particular, your policy reference number, to help with the speedy handling of your enquiry.

After this action, if you are still not satisfied with the way a complaint has been dealt with, you may ask UK General Underwriting to review your case.

The address is:

The Customer Relations Manager,
UK Underwriting Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ.
Tel: 0845 218 2685

Telephone: 0845 218 2685
E-mail: customerrelations@ukgeneral.co.uk

Complaints that cannot be resolved by UK General Underwriting may be referred to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Tel 0845-080-1800. Further details will be provided at the appropriate stage of the complaints process. These procedures do not affect your legal rights.

Click here to see the terms & conditions of our policies.

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

Any reference to any of the above will not affect your right to take legal proceedings.

Sales related:

sales@supercoverinsurance.com

General enquiries:

info@supercoverinsurance.com

Claims:

claims@supercoverinsurance.com