Frequently Asked Questions
Can I insure an old device?
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.
Can I insure non-genuine devices?
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).
Can I trust Mobile Phone Insurance Direct?
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.
Can you cover my phone if I bought it from an auction site?
We only cover phones that have been purchased as new, or that have been refurbished by the manufacturer or network provider.
Do I still need insurance if I already have a manufacturer’s warranty?
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.
Do you back up any information on my gadget?
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.
Do you cover cosmetic damages?
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.
How do I cancel my policy?
You may cancel your policy at any time by contacting us on 01702 568070 or by emailing support@mobilephoneinsurancedirect.com.
How do I make a claim?
You can notify us of your claim by by giving us a call on 01702 568070 or emailing support@mobilephoneinsurancedirect.com.
How do I make a complaint?
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 telephone us at 01702 568070 or send an email to support@mobilephoneinsurancedirect.com
How much is my excess?
Your excess can be found in your Policy Excess documents.
I bought my gadget on sale, can I still cover it for the full value?
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.
I have found my device and no longer need to claim!
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.
I have just changed / upgraded my mobile phone. How do I update my policy?
Please call our Customer Support line on 01702 568070 with your policy number and the make and model of your new phone. We will then update your policy schedule.
I have missed a payment – what should I do?
Contact us immediately on 01702 568070 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.
I have moved – should I let you know?
Yes, please contact us and we can then send out a new policy schedule for your own records.
If I make a claim, when will I receive my replacement mobile phone?
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.
If I need to send in a damaged handset where should it go?
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.

If I repair the gadget myself, will Mobile Phone Insurance Direct pay for the costs?
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.
Is there a limit to how many times I can claim?
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.
Is there a minimum and maximum period of cover?
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.
Is there an age limit to insure a device?
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.
My handset is lost or has been stolen – what should I do?
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 contacting us on 01702 568070.

If you are abroad, don’t forget to inform the local authorities – you will need to obtain a Police Report to support your claim.
My mobile phone does not appear on your list. Does this mean I cannot insure it?
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.
My mobile phone has stopped working – what do I do?
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.
My question has not been answered by the FAQs. Is there someone at the end of the phone who I can ask?
Yes! Please call us on 01702 568070 or email us at support@mobilephoneinsurancedirect.com and we will be happy to help.
What do I need to do to support my claim?
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.
What if I am not happy with my replacement device?
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.
What is acceptable proof of ownership?
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.
What is loss cover?
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.
What is my phone’s IMEI number and where can I find it?
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.
What’s not covered?
Please check through both the Policy Excess, and Key Exclusions and Limitations to check for what is not covered by your policy.
Where are the terms and conditions for my insurance policy?
These were sent to you by email upon completing your purchase. These are also available here – Policy Terms & Conditions.
Who does my policy cover?
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.
Who is Mobile Phone Insurance Direct insurance designed for?
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.
Who provides the insurance?
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.
Who takes the money from my account or credit card?
We will appear on all banking statements as Mobile Phone Insurance Direct.
Why do I have to pay an excess?
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.
Will my replacement mobile phone be brand new?
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.
Will my replacement mobile phone be the same model as the one I had?
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.