Customer Services

When you purchase your phone from Mobile Phones Direct, provided you have agreed to purchase the insurance option, your bank details are then included within the insurance scheme. The Direct Debit Guarantee is given to you during the sale process detailing all the safeguards of the paperless Direct Debit scheme. We write to each customer confirming the cover and giving confirmation of the Direct Debit set up. On month four we will collect the monthly premium by Direct Debit from your account.

The premium is £4.99 per month and will be collected by Direct Debit each month from your bank account.

Providing you have agreed to purchase the insurance option, your phone is covered from when you receive your phone from Mobile Phones Direct. Cover continues from month four onwards subject to you having paid the monthly premium by Direct Debit.

Regretfully the coverage is only available to those people who are permanently resident in the United Kingdom. If you reside in any other country such as the United States we regret that we are not able to provide insurance. If you are a UK permanent resident, you are covered for up to 30 days world-wide cover in any one year.

This policy covers you for Mechanical Breakdown, Theft and Accidental Damage.

Care for It policy is a dedicated insurance policy especially for mobile phones, ensuring rapid replacement or repair of your handset once your claim has been accepted. Household policies often have a much higher excess and a claim for your mobile phone will more than likely affect your no claims bonus.

If you have not damaged the phone by accident, and you bought the phone less than a year ago, it is likely that the handset is covered by the manufacturer's warranty. In this case please email the Mobile Phones Direct Customer care dept. on repairs@mobilephonesdirect.co.uk. If you purchased the phone in excess of a year ago, call the claim line on 0870 444 2558.

In the event of theft:

1. Notify the Network you are connected to and have the line temporarily barred
2. Notify the Police and obtain an Crime Reference Number
3. Contact Mobile Phones Direct claim line on 0870 444 2558 and report the claim. You will be sent a claim form for completion which must be returned within 30 days of the date of claim together with your excess payment of £25.

In the event of Accidental Damage:

1. Immediately contact the Mobile Phones Direct claims line on 0870 444 2558
2. Once you have returned the phone to the address you will be given and paid the £25 excess, your claim will assessed and the repair or replacement authorised if you claim is approved.

Regretfully Underwriters require an original, signed copy of the claim form. If you post this to us first class, we will process it the same day we receive it in our office. The address you should post your claim form to is:

All paperwork is processed in our office the same day. If you're phone is being replaced, please allow three working days. If your phone is being repaired, please allow ten working days.

Telephone 0870 444 2558

The Sale of Goods Acts lay down several conditions that all goods sold by a trader must meet. The goods must be of satisfactory quality, as described and fit for purpose.

Your statutory rights are limited which is why we offer insurance (not just an extended warranty) specially designed to protect your mobile phone (but not e.g. accessories or car kits) for up to 5 years, (with the first 3 months free) against the risks of theft, accidental damage (including water damage) and breakdown whilst being used in the United Kingdom (and worldwide for a maximum of 30 days in any one year) by you as the person who purchased it or any of your parents, children, brothers and sisters (over the age of 18) who permanently live with you.

Lloyd’s Syndicate 5000 underwrites the Mobile Phone Insurance offered on this site. Registered in England number 2190136. Registered Office: 60 Gracechurch Street, London, EC3V 0HR. Lloyd’s Syndicate 5000 is authorised and regulated by the Financial Services Authority and is entered on their register under number 204960. Because the cover is insured the Financial Services Compensation Scheme will usually cover at least 90% of your insurance benefits if the insurers become insolvent or are unable to meet their obligations. Further details are obtained from the Financial Services Compensation Scheme website http://www.fscs.org.uk/ or by phone at 020 7892 7300. Alternatively, you may write to: Financial Services Compensation Scheme, 7th floor Lloyds Chambers, Portsoken Street, London E1 8BN.

Insurance does not have to be purchased at the same time as your mobile phone. Other Insurance (including some elements of household insurance) may be available for your mobile phone otherwise than from the insurer whose cover is offered on this site.

Your mobile phone insurance will not be automatically terminated in the event of a claim being made;

Like all policies, there are some things this insurance does not cover. Importantly these include; inappropriate use, breakdown which occurs during the manufacturer’s warranty period or due to abuse or wear and tear or gradual deterioration of the phone, cosmetic damage to the phone, loss of the phone, consequential loss, claims not accompanied by a Crime Reference Number, any claim made in excess of 30 days of the event, any claim form not returned within 30 days of the claim, and any claim where the user is under the age of 18. There is an excess of £25 on each and every claim. The maximum liability for any claim cannot exceed the replacement value of your phone. Theft claims will not be paid unless reported to the Police and your Network within 24 hours and if the theft is from an unattended vehicle unless the vehicle is locked and the phone is locked away and completely hidden, from unoccupied premises unless there is evidence of forced entry, from the person unless force, pick pocketing or threat of violence is used or if the theft is in a public place if you leave the phone unattended. You are required to take all reasonable precautions to protect the phone against theft or damage.

Following your three months free insurance, premiums will be collected monthly by Direct Debit at £4.99 per month including any IPT and will continue by periods of one month (up to a maximum period of cover of 5 years) upon receipt of your monthly premiums. You can cancel your Direct Debit at any time.

You have a right to cancel the insurance by giving written notice of cancellation within 14 days of the receipt of confirmation of insurance cover to the Citymain Administrators Limited ("the Administrator") at P O Box 116 Ryde PO33 2WX quoting your mobile phone number. If you do not exercise this right to cancel then your rights and those of the insurer to cancel this insurance cover thereafter are that you may cancel this insurance at any time by giving notice of cancellation, in writing or by telephone, to the Administrator. Cover will terminate immediately on receipt of your cancellation.

If you need to make a claim under the insurance contact the Administrator at the above address or on 0870 444 2558.