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Information

Relax... We've got it covered.

Replacing your mobile phone when things go wrong can be both frustrating and expensive.

However, with premierplan insurance your Pay Monthly mobile phone is covered against the following risks:

What you would be covered for

  • Replacing or repairing your mobile phone in the event of:
  • Loss
  • Theft
  • Damage
  • Breakdown
  • Unauthorised network charges from the point that your mobile phone was lost or stolen for up to 24 hours after the discovery of theft, for up to the maximum value of £100 per claim
  • Mobile phone accessories that are lost, stolen or damaged at the same time as your mobile phone, up to a maximum of £100 per claim

What you wouldn't be covered for

  • Theft, loss, damage or breakdown where you have knowingly put your mobile phone at risk or have not taken care of it
  • Cosmetic damage
  • Contents of your mobile phone

You need to pay £50 excess for every accepted claim

The cover applies anywhere in the world.

If we need to replace your mobile phone when you claim you’ll receive a replacement which is either the same make and model or of an equivalent specification. Unfortunately we can’t guarantee the colour of the replacement, and the replacement may come from refurbished stock.

Full details about the cover including what happens when you make a claim and key exclusions can be found in your terms and conditions.

Complaints

Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to tell us so that we can sort out the problem. We will do everything possible to ensure that your query or complaint is dealt with promptly. The easiest way to contact us is to call Customer Relations on 0333 222 6730*, or by email to relations@policyadmin.co.uk

Alternatively, you can write to us at the following address, quoting your policy reference number in all correspondence:
Customer Relations Department, Policy Administration Services Ltd, PO Box 99, Blyth NE24 9DN

If you remain dissatisfied, you can, within 6 months of our final decision, refer your complaint free of charge for an independent assessment to:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk

*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.