Frequently Asked Questions

Yes, but all mobile phones must be purchased from a VAT registered UK supplier within the last 36 months (from the policy start date). This must be supported by a valid proof of purchase document.

No. Non-genuine devices are not covered by our policies. However, we do provide cover for refurbished devices that come with a manufacturer’s warranty or the original proof of purchase (if the device was bought second-hand).

Yes! Mobile Phone Insurance Direct is a specialist provider of mobile phone and tablet insurance policies direct to the consumer. The company is part of Pier Insurance Managed Services Ltd, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF.

Pier Insurance Managed Services Ltd is authorized and regulated by the Financial Conduct Authority. FCA registration no. 31179.

We only cover phones that have been purchased as new, or that have been refurbished by the manufacturer or network provider.

You may have 12 or 24 months’ coverage with your manufacturer, but in many cases this will only include mechanical breakdown. Cracked screens, liquid damage, accidental damage, loss, and theft are not included.

Mobile Phone Insurance Direct insurance will only cover your gadget, not the contents. Your pictures, apps, music and downloads should be backed up regularly by the phone owner.

Your phone is only covered for damage if it stops your device from functioning normally. We will cover cracked screens, but scratches, dents, and normal day-to-day wear and tear do not qualify for repair or replacement.

You may cancel your policy at any time by emailing here.

You can notify us of your claim by emailing here.

Naturally, we pride ourselves on the quality of our service, and the products we offer. However, should 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 send an email here.

Your excess can be found in your Policy Excess documents.

Yes – Mobile Phone Insurance Direct will insure your phone for its market price. Even if you buy it with a discount from your network provider, we’ll still replace it with an identical or similar model.

Great! Please share the great news with us and we will ensure that your claim is withdrawn. If a replacement has been sent, send it back in the original box and any excess that may have been paid to us will be refunded to you immediately.

Please email our Customer Support with your policy number and the make and model of your new phone. We will then update your policy schedule.

Contact us immediately by email here so that we can reinstate your policy and ensure that your mobile phone and/or tablet remains on cover. Otherwise, you may find we will not consider any claims during the period.

Yes, please contact us and we can then send out a new policy schedule for your own records.

We understand that speed is of the essence when you are without your mobile phone. For that reason, we aim to have a replacement device in your hands within 48 hours of a claim being approved.

First, advise us of your claim and our team of advisers will assess your claim and then confirm the route for the repair of the device. Just make sure you remove the SIM card and any other accessories before you release your device.

Our goal is to ensure that your gadget is repaired to the highest possible standard, which is why we will not reimburse you for any repairs you do yourself. We only use our specialised and approved repairers who can confidently assess the damage to your device. This helps us to decide whether to repair or replace the phone.

You will need to check your policy details but we now provide cover for unlimited claims for loss, theft and damage during each 12-month calendar period of your policy.

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.

To take out a policy for yourself you must be 18 years old or over and a UK resident. If you are under 18 years old, then a consenting family member can take out the policy on your behalf.

Don’t panic – notify your network provider and let them know so you can have your mobile phone or tablet barred to protect your minutes. Then report the loss or theft to the police within 24 hours, and make sure to obtain the crime reference number. Finally, get in touch with us either by completing the online claim form or by emailing here.

If you are abroad, don’t forget to inform the local authorities – you will need to obtain a Police Report to support your claim.

No. Whilst every care is taken to ensure that our list is complete and up to date, the mobile phone and tablet market changes very often. Please contact us to give us the details of your mobile phone, and we will confirm if it is a model we can cover.

First, make a claim, and if the issue falls within your Terms & Conditions we will advise you about the next steps. If your mobile phone or tablet has simply stopped working, you should contact the manufacturer as the issue is likely to be covered under the manufacturer’s warranty.

Yes! Please email us here and we will be happy to help.

Provide us with your proof of purchase which must include the date of purchase, IMEI or serial number of the mobile phone or tablet, and be in your name.

While we always aim to provide complete customer satisfaction, we understand that sometimes things don’t turn out the way we expect. In these cases, we would love to hear from you so that we can understand what went wrong and how to improve our service.

Acceptable proof of ownership includes a till receipt or documentation from any online purchase or from your network provider. We may decline your claim if you do not have any proof of ownership.

If your phone has vanished without a trace, our loss cover will make sure you’re not left out of pocket. At Mobile Phone Insurance Direct, we include loss as standard in our insurance packages. If you would like to find out more about our loss cover visit this page.

Your phone will have an IMEI (International Mobile Station Equipment Identity) number. It can be found by dialling *#06# on most phones. You can also find it printed inside of the battery compartment of your phone.

Please check through both the Policy Excess, and Key Exclusions and Limitations to check for what is not covered by your policy.

These were sent to you by email upon completing your purchase. These are also available here – Policy Terms & Conditions.

It is possible for parents to insure their children’s phone on their behalf. The cover of your device will apply to you as the person who purchased the policy and your immediate family. This includes your mother, father, son, daughter, husband, wife, partner, brother, sister, grandparent or grandchild that permanently live at your given address.

Our cover is designed for proud gadget owners that do not already have their phone insured with another provider, but want to be able to cover the costs should their device need to be repaired or replaced outside of the manufacturer’s warranty. A Policy Excess will also be required for every successful claim, and limitations and exclusions apply.

The insurance is arranged by Pier Insurance Managed Services Limited, is underwritten by Inter Partner Assistance SA (IPA) which is fully owned by AXA Partners Group.

We will appear on all banking statements as Mobile Phone Insurance Direct.

Unlike other insurance providers, we do not increase our premiums after you make a claim. Therefore, we ask that you pay the compulsory excess so we can keep our prices low for you. In the meantime, you can trust that we will handle your claim promptly and professionally.

Your policy is not a ‘replacement as new’ policy so all mobile phone replacements may be either brand new or refreshed devices – all devices will also come with a warranty.

The quality of refreshed devices is so high you won’t be able to tell the difference compared to the new devices. Although standards are extremely high, please note that refreshed devices may hold some non-original parts.

Once the claim has been agreed, we will try our hardest to replace your cherished device with the same make, model and colour, and send it to you as quickly as possible. If your device is no longer manufactured, we will provide the nearest comparable model in a speedy and efficient fashion.