Frequently Asked Questions
If you are an existing customer please refer to your Terms and Conditions or contact Gadget Cover if you have any questions as the policy you purchased could vary from the one available today
What does Gadget Cover Insure?
We offer insurance on Mobile Phones, iPhones, iPads, Tablets, PDAs, MP3 Players, iPods, Satellite Navigation Systems, PSP's and other game consoles, Cameras, Camcorders, Personal Media Players and Laptops.
Why do I need to insure?
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.
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.
What is covered under the policy?
Theft – including unattended theft from a secure vehicle / secure premises Accidental Loss for mobile phones, iPads and smartwatches only (optional additional £1 per month for a mobile or smartwatch and £1.50 per month for an iPad) Extended Warranty (not included on Laptops) Accidental Damage Liquid Damage Malicious Damage Worldwide Cover (180 days) Unauthorised Call Use (up to £2500) Accessories Cover (up to £150), E-wallet Cover, Unlimited Claims, Instant Cover, Family Cover – your gadget's covered whether you or a member of your immediate family* are using the gadget *Immediate family includes your mother, father, son, daughter and spouse. It also includes your domestic partner (domestic partner is defined under this policy as someone you are living with in a long-term permanent relationship as if you are married to them).
When does my cover begin?
Your gadget insurance will be set up right away.
What are the main exclusions?
* 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. * Any claim where a proof of purchase or receipt (in your name) cannot be provided * Any claim where the gadget has not been used since the insurance has been taken out
Can I insure items from Ebay?
Yes! We now also insure items purchased from eBay as long as they are purchased brand new and have a valid Proof of Purchase that includes the make, model and serial number of the gadget (in your name). The item should also have been purchased from eBay UK.
Is there an excess fee?
In the event that you make a claim, an excess fee applies which must be paid to us before your claim can be settled. This excess fee varies depending on the type of electronic equipment you have insured with us. The fees are set out below: If your claim is for a gadget up to the value of £250 (when new), the excess fee is £25 for any claim. If your claim is for a gadget between the values of £251 - £500 (when new), the excess fee is £50 for any claim. If your claim is for a gadget over the value of £500 (when new), the excess fee is £75 for any claim.
Do I need to supply a receipt?
You will need to be able to evidence ownership for all the items you are claiming for at the point of claim. This can be a copy of your receipt (this must be in the same family name), a gift receipt (provided it has your name on it), a delivery note or in the case of a mobile phone, a confirmation from your network provider of the phone you have in use on your contract and it’s IMEI number.
Is there an age restriction on the items I can insure?
The item must not be more than 18 months old when the insurance is first purchased. There is no limit on how long the item can be insured, thereafter.
How does the No Claims Bonus work?
If you don’t make any claims in the first year and beyond, you will be entitled to a reduction in your excess fee as set out below:
• If you don’t make a claim in the first year, you will be entitled to a discount of 25% off the excess fee if you subsequently make a claim.
• If you don’t make a claim in the first two years, you will be entitled to a discount of 50% off the excess fee if you subsequently make a claim.
• If you don’t make a claim in the first three years, you will be entitled to a discount of 75% off the excess fee if you subsequently make a claim.
• If you don’t make a claim in the first four years, your excess fee will be entirely waived if you subsequently make a claim.
• This offer is still valid even if you replace the gadget you have on cover with a different one.
What is the claims procedure?
In the event of a claim you must:
Report the theft / loss to the police within 48 hours of discovery.
Report the theft / loss of a mobile phone / tablet to your Service Provider immediately, but in any case within 24 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 aim to process your claim within 48 hours.
Who is the policy Underwritten by?
This insurance is arranged by Supercover Insurance Ltd and underwritten by Zenith Insurance Plc, Authorised Insurers, registered in Gibraltar No 84085. Registered Office: 846-848 Europort, Gibraltar
Zenith Insurance Plc is regulated by the Gibraltar Financial Services Commission and subject to a limited regulation by the Financial Conduct Authority and Prudential Regulation Authority in respect of underwriting insurance business in the UK (No. 211787)
How do I make a claim?
You can make a claim by calling our dedicated Claim Advisors on 0203 794 9294, by emailing at email@example.com or writing to: Claims Department Gadget Cover Waterside House Riverside Way Uxbridge UB8 2YF
What should I do if I replace my insured item?
You should contact Customer Services on 0203 794 9294 with your new gadget details or email firstname.lastname@example.org
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 either writing to Supercover Insurance Ltd. Waterside House, Riverside Way, Uxbridge UB8 2YF, by telephoning 0203 794 9294 or by emailing email@example.com
I cannot find the answer to my question. What next?
Sales related: firstname.lastname@example.org
General enquiries: email@example.com
I am under 18 years of age, can I insure my gadget?
Unfortunately we are unable to insure any item if you are under 18 years of age. However, so long as you still live with your parents, they can purchase the policy for you and when you turn 18 they can then transfer the policy into your name.
Do I need to live in the UK?
To insure your gadget, you need to be a permanent resident of the UK.
What happens if I want to downgrade after the 25GB online backup trial ends?
You will need to make sure you erase all the data yourself before downgrading as your account will be fully deleted within 60 days of the trial ending.
Information for Talk Cover policy holders
Why can’t I access the Talk Cover website anymore?
• In order to maximise efficiencies and improve the service we offer our customers, from October 2015 www.talkcover.co.uk has merged with www.gadget-cover.co.uk - both brands belonging to Supercover Insurance Ltd. All current Talk Cover policy holders can use Gadget Cover support for general enquiries or to make a claim.
I have a Talk Cover policy. What is the claim procedure?
• The process of making a claim is the same as for our Gadget Cover customers (please see FAQs, ‘What is the claims procedure?’ and ‘How do I make a claim?’ for full details)
How do I cancel my Talk Cover policy?
• The process of cancelling your insurance is the same as for our Gadget Cover customers (please see FAQ, ‘How can I cancel the insurance?’ for full details)
How do I make a complaint?
• The process of making a complaint is the same as for our Gadget Cover customers (please see FAQ, ‘If I have a complaint, what should I do?’ for full details)
If I have a complaint, what should I do?
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, Waterside House 20 Riverside Way Uxbridge UB8 2YF Tel: 0203 794 9294 Email: firstname.lastname@example.org Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response. You may go directly to the Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure as stated within the Complaints Procedure or alternatively you can use the How will my complaint be dealt with?
Supercover Insurance Limited will make every effort to resolve your complaint immediately. If they cannot resolve your complaint by the end of the next working day they will acknowledge your complaint within 5 days of receipt and will do their best to resolve the problem within four weeks by sending you a final response letter.
If they are unable to resolve your complaint in this time they will endeavour to resolve your complaint within the following four weeks.
If you are still dissatisfied after receiving their final response letter you may refer your complaint to the Financial Ombudsman Service at the following address:
Financial Ombudsman Service
London E14 9SR
You have the right of referral within six months of the date of your final response letter. Whilst we and our UK service providers are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action.