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Breakdown Claims

If your handset is faulty the first step is to find out whether the problem can be fixed.

If you have a problem with your phone, you can use our new online interactive tool Phones 4u Tech Support. To use the online tool, you'll need to know your mobile network and your IMEI number - you can find your IMEI by entering *#06# on your phone’s keypad. To visit the Tech Support site please click here

Phones receive regular updates to improve functionality and some require returning to factory settings if something has been changed. Sometimes an app can affect the phone’s functionality or you may just have changed something by accident. Please check you’ve backed up your phone before starting the process, as we wouldn’t want you to lose anything important.

If you can’t use the diagnostics process online, call Phones 4u Tech Support on 0333 222 6730*.We’re able to fix a lot of software faults and by using the diagnostics process before you make a claim may save you a lot of time.

If the fault hasn’t been fixed by the diagnostics process, it’s likely we’ll need to replace your phone.

Damage claims

If your handset is damaged, please try to back up your phone before starting the process, as if the phone is damaged it’s likely it would need to be replaced.

Call us on 0333 222 6730* to make a claim.

Please note that the policy doesn’t cover damage of a cosmetic nature, which includes damage which doesn’t affect the day-to-day functionality or safety of the handset.

If your phone needs to be replaced

We'll arrange for courier delivery of the handset to the address of your choice. If the replacement is arranged before 2pm Monday to Friday, it should arrive the next working day. If ordered at the weekend or on a Bank Holiday, replacements will take two days to arrive. Where deliveries are arranged at the weekend or the delivery is to outer lying areas, Highlands, NI and Islands, they are likely to take two working days to reach you.

Your phone contains your personal information which you will need to remove before you exchange it. It’s your responsibility to remove the information and we cannot be held responsible for the data after you hand over the phone. If you are unsure, we suggest you change your passwords. If you cannot remove your information please speak to us.

*Call charges will vary depending on your provider. Calls to 03 numbers cost the same as a national rate call to an 01 or 02 number and are included in free call packages and your inclusive mobile phone minutes. If you are unsure of your call charges we recommend contacting your provider before calling us. Calls may be recorded or monitored for Training/Customer Services purposes and/or the prevention or detection of crime. Details correct at time of creation.

Policy Administration Services Limited, a Phones 4u group company.
Registered in England No. 3907386. Registered Office: Central Square, 8th Floor 29 Wellington Street, Leeds, LS1 4DL.
Policy Administration Services Limited (FRN 307406) is authorised and regulated by the Financial Conduct Authority.