Insurance FAQs
Posted by: Administrator in faq on Oct 13, 2009
Tagged in: Untagged
What do we 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
What is Gadget Cover?
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, you can insure 3 for £9.99 and 5 for £14.99
Why do I need to insure?
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.
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.
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
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
Is there an excess fee?
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, 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.
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
Is there an age restriction on the items I can insure?
The item must be less than 6 months old.
What is the claims procedure?
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
Who is the policy Underwritten by?
This insurance is underwritten by Jubilee, Lloyd’s Syndicate 5820 which is managed by Jubilee Managing Agency Limited and regulated by the Financial Services Authority.
When does my cover commence?
Your cover begins when your first premium for the insurance is paid.
How do I claim?
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 This e-mail address is being protected from spambots. You need JavaScript enabled to view it
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 This e-mail address is being protected from spambots. You need JavaScript enabled to view it and also post a copy of your receipt to 204 Cumberland House, 80 Scrubs Lane, London, NW10 6RF
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 LTD 602 Cumberland House, 80 Scrubs Lane, London, NW10 6RF, or by telephoning 0871 222 1130, or by emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it
An administration fee shall be due equal to 25% of the annual premium with a minimum fee applying of £10.
If I have a complaint, what should I do?
Supercover is proud of its reputation for fairness in treatment of its 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: This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by telephoning 0871 222 1130
You should provide details of your policy and in particular your policy reference number shown on your insurance schedule to help with the speedy handling of your inquiry.
After this action, if you are still not satisfied with the way a complaint has been dealt with, you may ask Lloyd’s to review your case. The address is:
Policyholder and Market Assistance, One Lime Street
London EC3M 7HA. Telephone: 020 7327 5693. Facsimile: 020 7327 5225. E-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Complaints that cannot be resolved by Lloyd’s 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.
( These procedures do not affect your right to take legal action if necessary.)
How will my complaint be dealt with?
You will receive a confirmation within 24 hours of receipt of any emailed complaints however, we guarantee that within 5 days of receipt of your complaint you will be contacted by letter, email or telephone. 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
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