Mobile Phone Insurance
Every phone that we sell comes with 1 month insurance completely free of charge, which covers you for theft and accidental damage. Confirmation of cover and full information will be sent to you within the next 14 days. The insurance is provided by The Carphone Warehouse and Aviva Insurance UK Limited. Your insurance cover will be charged separately (by Direct Debit) from your mobile phone bill after the free period. The monthly premium is £5.99 or £7.99 depending on the phone purchased.
Policy Summary
Phone Care Policy Summary
We’ve put together a quick overview for you here, which should give you a clear understanding of the main features of the policy.But you need to read pages 9 to 11 of this booklet for the full terms and conditions.
Name of insurer
The insurer of this policy is Aviva Insurance UK Limited. Registered in England. Registered number 99122. Registered office 8 Surrey Street, Norwich NR1 3NG. Authorised and regulated by the Financial Services Authority.What is covered by the policy?
You take out a Phone Care policy when you buy a phone from e2save. It will provide cover against risks such as theft and damage of the phone and its accessories.Pages 7 and 8 show the main features and benefits included in the policies, as well as exclusions (things that are not covered).
Period of cover
The period of cover is shown in the certificate of insurance. We will automatically renew your Phone Care policy while you continue to pay the monthly premiums. The terms and conditions of the renewed cover will be the same as the original, unless we have told you otherwise.Changing your mind – your cancellation rights
You have the right to cancel your policy during a period of 14 days from the day of purchase, ie start of your contract, or the day on which you receive your policy documentation – whichever is the later date.A full explanation of the conditions for cancelling cover can be found in your terms and conditions on page 10.
If you cancel your policy, your phone will no longer be protected. You won’t be able to start the cover again in the future as we can only arrange cover for your phone when it’s new.
If you cancel your policy and have been paying by monthly direct debit, we’ll ask you to cancel the direct debit instruction.
For more information about cancelling your policy, please refer to page 4 (Changing yourmind – your cancellation rights).
We’ve put together a quick overview for you here, which should give you a clear understanding of the main features of the policy.
But you need to read pages 9 to 11 of this booklet for the full terms and conditions
How do I make a claim?
Read through the booklet information first to make sure you have all the details you need. Then for theft claims please visit www.carphonewarehouse.com/makeaclaim or call us on 0870 111 7002. For accidental damage claims please visit any Carphone Warehouse store.How do I make a complaint?
We hope you won’t need to! We’ll always aim to provide you with good service, and hope you’ll be a happy customer. However, if for any reason you do have a problem, we’d like to hear from you and will do our best to put it right. Firstly, please visit www.carphonewarehouse.com/insurance.If you need more help, please write to: Phone Care Correspondence, The Carphone Warehouse Limited,
1 Portal Way, London W3 6RS or call us on 0870 111 7002.
Aviva Insurance UK Limited and The Carphone Warehouse are covered by the Financial Ombudsman Service for complaints from private individuals, certain small businesses, charities and trusts. If you have complained to us and we have not been able to sort out your complaint, you may be entitled to refer it to this independent organisation. Following the complaints procedure does not affect your right to take legal action.
You can find more details of our complaints procedure in the terms and conditions on page 11.
Financial Services Compensation Scheme
Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we cannot pay what we owe, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time. You would be covered for the first £2,000 of any claim and 90% of the rest, without any upper limit.You can get more information about the scheme from the FSCS website at www.fscs.org.uk, or write to: Financial Services Compensation Scheme, 7th Floor, Lloyds Chambers, Portsoken Street, London E1 8BN.
In short, what’s covered...
When we refer to clauses, we mean the clauses in the terms and conditions.
When we refer to clauses, we mean the terms and conditions on pages 9 to 11.
Theft or damage of your phone (see clauses 2 and 3)
If your phone is stolen, we may replace it with a similar product. If your phone has been damaged, we may repair it. If we can’t repair your phone, or the cost of repairing it is too high, we will replace it with a similar product.Accessory cover (see clause 4)
If we replace your phone under this policy, we’ll also replace any accessories designed to be used with the phone, up to a current retail value of £100.When we refer to clauses, we mean the terms and conditions on pages 9 to 11.
...And what’s not
Loss (see clause 6)
You are not covered for loss of your phone.Damage and theft (see clause 6)
To be covered for theft, remember that you must report it to your network provider within 24 hours of first noticing your phone missing. You must also report any deliberate damage or theft to the police within 48 hours. And, you must get a crime-reference number from the police showing that you have made the report.We will not cover your phone or accessories being damaged or stolen if they are left in a public place.
We will not cover your phone or accessories being damaged or stolen on a boat less than three metres long.
We will not cover any damage to your phone (or accessories) that happens outside the UK more than 60 days after you left the UK.
We will not cover your phone or accessories suffering damage or theft if the theft or damage happened when the phone or the accessories were left in a motor vehicle.
We will not cover your phone or accessories being damaged or stolen as a result of something you or any person using the phone have done or not done to make this more likely to happen.
Excess (see clause 1)
The excess is the amount you must pay towards the cost of any claim. You must pay the excess (shown on your insurance certificate) for each claim you make.Accessories (see clause 4)
We will replace accessories (any additional electrical mobile phone products bought at the same time as, and to be used with, the mobile phone covered by this policy) only if they were stolen or damaged at the same time as your phone. We will only cover accessories that you bought from E2save. If necessary, you must provide a receipt or proof of purchase.Unauthorised calls (see clause 6)
You are not covered for the costs of calls made by an unauthorised user of your phone.