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 MPID Mobile Insurance MPID Mobile Phone Insurance

Frequently Asked Questions

If you’re looking for clear answers about mobile phone insurance, you’re in the right place. This page covers the questions we’re asked most often, from what’s covered and what isn’t, to eligibility, excesses, claims, and managing your policy.

We’ve written everything in plain English, so you can quickly find what applies to you and decide what to do next. If you’re looking for something specific, use the sections below to jump straight to it.

You’ll find links to key documents, claim steps, and policy details where they’re relevant, so you don’t have to hunt for the important bits.

Absolutely! Mobile Phone Insurance Direct is a dedicated provider that specialises in offering direct insurance policies for mobile phones and tablets, directly to you, the consumer. As part of Pier Insurance Managed Services Ltd, located at Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF, we adhere to the regulations laid out by by the Financial Conduct Authority and are authorized and regulated by them (FCA registration no. 31179).

Countless customers have already placed their trust in us and have expressed their satisfaction with our services. We strive to maintain this level of excellence and ensure your peace of mind when choosing Mobile Phone Insurance Direct. You can find more background on our About page.

Cover is subject to your policy terms, conditions, exclusions and your Schedule of Insurance.


Our mobile phone and gadget insurance is designed for people who want cover for common real-world risks like accidental damage and breakdown, with optional cover for theft and loss depending on the package you choose. For a quick view of cover levels, start a quote via our quote page.

Cover applies only to the cover options shown on your Schedule of Insurance.

Your insurance is arranged by Pier Insurance Managed Services Ltd and underwritten by Collinson Insurance (a trading name of Astrenska Insurance Limited). For the full wording, see Policy Terms & Conditions.

These were sent to you by email upon completing your purchase.

You can read the full policy wording in our Policy Terms & Conditions.

Your IPID is available here: Insurance Product Information Document (IPID). For a practical view of what’s excluded or limited, you can also check Key Exclusions and Conditions.

Our Fraud Policy explains what we class as fraudulent activity, what could invalidate a claim, and how we work with fraud prevention agencies. You can read it in full here: Fraud Policy.

What you can insure

Yes, as long as the phone was purchased from a UK VAT registered supplier within the last 36 months (from your policy start date) and you can provide valid proof of purchase. For the full eligibility rules, see Policy Terms & Conditions.

Yes, in many cases. Second-hand or used devices can be covered where they were purchased directly from the manufacturer or from a UK VAT registered business (as set out in the policy) as part of our refurbished phone insurance, and you can provide valid proof of purchase. The device must also be within the policy age limits. See Policy Terms & Conditions for details.

No. Non-genuine (counterfeit) devices are not covered. Refurbished devices can be covered where they are genuine and supported by a manufacturer warranty or valid proof of purchase (depending on how they were bought). If you’re unsure, check Key Exclusions and Conditions or contact us.

Not necessarily. We do our best to keep our device list up to date, but the mobile phone and gadget market moves quickly. Please contact us with your device details and we’ll confirm whether it’s a model we can cover.

Yes, as long as the purchase meets the policy requirements (for example, bought from a UK VAT registered business or direct from the manufacturer, with valid proof of purchase) and the phone is within the age limits. If you want to double check before you buy cover, see Policy Terms & Conditions or get in touch.

Yes. We insure your phone based on its market value. Even if you bought it at a discount, an approved claim would be settled by repair or replacement (or a comparable replacement where needed), in line with the policy. See Policy Terms & Conditions for the full settlement wording.

Yes. To take out a policy for yourself you must be 18 or over and a UK resident. If you are under 18, a consenting family member can take out the policy on your behalf. Full eligibility details are in Policy Terms & Conditions.

What’s covered (and what isn’t)

If your phone has vanished without a trace, our loss cover will make sure you are not left out of pocket. At Mobile Phone Insurance Direct, we include loss as standard in our insurance packages.


Our specific policy wording states "Loss means that you are unable to account for your gadget whereabouts and are permanently deprived of its use after reasonable precautions have been taken to protect it and it has not been left unattended". It’s worth checking your documents or starting a quote via our quote page.

Cover is subject to your policy terms, conditions, exclusions and your Schedule of Insurance.

Only where the damage affects normal functionality. For example, cracked screens are covered, but scratches, dents, and general wear and tear that don’t affect operation are not covered. See Key Exclusions and Conditions for more detail.

It can still be worthwhile, depending on what you want protection against. Manufacturer warranties often focus on faults and defects, whereas insurance is designed for day-to-day risks.

  • Warranties can be limited: they may not cover accidental damage, theft, or loss.
  • Insurance can broaden protection: cover levels vary by package and what you chose at purchase, as shown on your Schedule of Insurance.
  • Practical support: if you need to claim, you can follow a clear claims process via our claims page.

If you’re weighing it up, you can get an insurance quote and compare it against what your warranty actually covers.

A quick starting point is to review both Policy Excesses and Key Exclusions and Conditions. For the full list of exclusions and limitations, refer to Policy Terms & Conditions.

Excesses and charges

We ask you to pay the compulsory excess so we can keep premiums competitive, rather than increasing prices after a claim. You can see how excess works in Policy Excesses.

Your excess depends on your device and cover, and is set out in your documents. You can review the excess table in Policy Excesses.

Making a claim

You can start your mobile phone insurance claim by visiting our claims page and following the instructions.

You can start your gadget insurance claim by visiting our claims page and following the instructions.

You’ll need valid proof of purchase (including the purchase date, make/model, and the IMEI or serial number), and you may also be asked for supporting evidence such as proof of usage (depending on the claim type). The quickest way to get started is via our claims page.

Yes, if your cover includes loss or theft (as shown on your Schedule of Insurance). First, notify your network provider and make sure the device is blocked/blacklisted as soon as possible (within the required timescales). Then report the loss or theft to the police and obtain a crime reference number.

Once that’s done, submit your claim via our claims page or contact us for help. If you are abroad, you’ll also need to report it to the local authorities and obtain a police report to support your claim.

Yes, you can notify us and we’ll confirm the next steps if the issue falls within your policy terms. If your device has simply stopped working and is still covered under a manufacturer warranty, you should contact the manufacturer first. To start the process, visit our claims page.

First, notify us of your claim via our claims page. Our advisers will assess the claim and confirm the correct route (including where to send the device, if needed). Please remove your SIM card and any accessories before sending your device.

No. The policy covers the device, not the contents. Photos, apps, music and downloads should be backed up regularly to reduce the risk of data loss. For related limitations, see Key Exclusions and Conditions.

Great news. Please let us know as soon as possible so we can withdraw your claim. If a replacement has already been sent, we may ask you to return it (ideally in the original packaging). Any excess paid will be refunded in line with the process for your claim. If you need help, contact us.

Replacements and outcomes

Not always. This is not a “replacement as new” policy, so replacement devices may be new or refurbished, depending on availability and the claim circumstances. Full replacement wording is set out in Policy Terms & Conditions.

Although standards are extremely high, please note that refreshed devices may hold some non-original parts.

We will aim to replace your device with the same make and model, but if it’s no longer available we’ll provide the nearest comparable model (based on age and condition) or equivalent settlement in line with the policy. See Policy Terms & Conditions for details.

Once your claim is approved, we aim to deliver your replacement within 48 hours, subject to device availability and claim complexity. You can start the process via our claims page.

While we always aim to provide complete customer satisfaction, we understand that sometimes things don't turn out the way we expect. Please contact us and we’ll review the situation with you.

Policy management (changes, cancellations, payments)

You may cancel your policy at any time by visiting this page. It may be worth contacting us by dropping us a direct message or call to see if there's anything we can do to assist before you cancel.

Yes, please. You can update details using the chatbot on our site, or speak to our team via contact us.

Please email us via contact us with your policy number and the new device details (including IMEI/serial number). We may also ask for proof of purchase, depending on the change.

Please let us know as soon as possible. Use the chatbot, or reach the team via contact us so we can reinstate your policy and ensure that your mobile phone(s) or gadget(s) remain on cover. Otherwise unfotunately, you may find we will not consider any claims during the period of non-payment.

Your Direct Debit will show as Mobile Phone Ins on your bank statement.

There is no minimum period of cover. However, when you purchase annual cover we will contact you approximately two weeks before your renewal date and offer to renew the policy. If you do not tell us that you wish to cancel your policy, we will automatically process your renewal. For the exact wording and cancellation notice requirements, see Policy Terms & Conditions and Cancellations.

Complaints and “still need help?”

If you need to make a complaint, please write to The Scheme Administrator at Mobile Phone Insurance Direct, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF.

You can also message us via the chatbot on the website or use contact us and a member of our team will get back to you during office hours.

Yes. Our chatbot can help with many questions (click the icon at the bottom right of the screen). If you’d rather speak to a person, you can call us during office hours on 01702 568070 or use contact us.