Mobile phone insurance

We rely on our mobile phones so much these days, it’s comforting to know, as an Advantage Private customer, you and your family members that live with you have such valuable cover.

Yes. Log in to register for mobile phone insurance or call 0845 87 77 111. Minicom users should call 0870 154 1196.

Please have your mobile phone number, IMEI number and Advantage Private account number to hand.

Log in to update your existing mobile phone insurance details

Your cover starts 7 days from the day that you register a new handset. It is effective immediately for handset updates.

To log a claim call 0845 87 77 111. Minicom 0870 154 1196.

When you call, please have the following to hand: Name and address; account number and sort code; date of birth; the mobile phone
number(s) ;make; model; IMEI number; whether the mobile phone is on a monthly contract or pay-as-you-go and the estimated purchase date of the handset.

Please refer to the terms and conditions for full details on how to make a claim.

Calls may be recorded. Maximum call charge from a BT landline is 4p (0845) or 8p (0870) per minute. Calls from other networks may vary.

If your phone is lost, stolen or maliciously damaged simply follow these steps:

• Report the incident to the Police so they can issue you with an incident number.
• Report the incident to your mobile phone network so they can disable your phone and bar your SIM card.
• Complete and return the claim form, together with your excess payment, within 30 days.

For all claims, including accidental damage and breakdown, you will need to register the details of your claim, simply follow these steps:

• Contact us to register your claim and obtain a claim form. You can do this by calling 0845 87 77 111.

Please have your Advantage Private account number, mobile phone number or IMEI number and any Police incident number to hand.

If you are outside of the UK at the time of discovering the incident, you must register your claim within 48 hours of return to the UK. Please note we won’t replace your device until you return to the UK.

• Complete and return the claim form, together with your excess payment, within 30 days.

Calls will be charged at a maximum of 4p a minute from a BT line. Calls from non-BT phone lines may vary. Calls may be recorded.

What happens next?

We’ll assess your claim and let you know the outcome. This usually takes five working days from the date we receive your claim form.

Helping to stop crime

We add the unique serial number (IMEI number) of any phone reported lost or stolen to the IMEI Database. This disables the handset, and stops it working on any UK network.

Here are some of the most common questions about Advantage Private mobile phone insurance. For further information, please see the policy document.

• How do I register for mobile phone insurance?
• Do I have to pay an excess?
• Who is Homecare Insurance Limited?
• How long will my claim take to process?
• How many claims can I make against the policy?
• How long will a repair take?
• Can I contact the repair centre myself?
• How do I get my replacement phone?
• Can you send my phone to a work address?
• Will the replacement phone I receive be identical?
• What is a suitable proof of purchase?

Log in to register for mobile phone insurance or call 0845 87 77 111. Minicom users should call 0870 154 1196. Please have your mobile phone number, IMEI number and Advantage Private account number to hand.

Your cover starts 7 days from the day that you register.

To amend details you have already registered log in to register for mobile phone insurance

Maximum call charge from a BT landline is 4p (0845) or 8p (0870) a minute. Calls from other networks may vary. Calls may be recorded.

Yes, as with many insurance policies, you will have to pay an excess if your claim is accepted - £25 for the first successful claim, £50 for the second per incident.

Homecare Insurance Limited is the provider of your Mobile Phone Insurance policy.

Registered in England No. 2793290. A member of the CPP Group of companies and trading under the CPP trademark.

If you’re claiming for a stolen handset, we’ll normally let you know within 48 hours if your claim has been approved. Claims for accidental damage may take a little longer and the phone will be repaired if possible.

To avoid unnecessary delays, please make sure you complete the claim form fully and send the required excess, plus any supporting documents.

You can make a maximum of two successful claims in any 12 month period.

Unfortunately we can’t be sure, as it depends on the type of repair.

As part of our customer service, we will contact our repair centre on your behalf and provide you with a progress report.

We’ll send your replacement phone to the delivery address you give us on your claim form.

Yes. When you make your claim, enter a work address in the alternative delivery address section on the claim form.

In a small number of cases, an identical handset may not be available. If so, we’ll send a replacement of similar specification.

You’ll need a receipt, a dispatch note or a bill from your network supplier. This must include your IMEI number and the make and model of your handset.

Keep a record of your phone’s IMEI number

Your IMEI number is the unique serial number of your mobile phone. You’ll find it on the phone’s packaging and inside the phone itself. You can also see it on-screen by pressing *#06# on your phone’s keypad. Once you have located your IMEI number, write it down and keep it safe.

Treat your phone like a wallet or purse

Keep your mobile phone with you at all times when you’re out. Don’t leave your phone unattended, for example, on a café table or bar top. Be aware of your surroundings and never invite risk to yourself or your phone.

Mark your phone

Write your house number and postcode on your mobile phone with a UV security pen, and the police can return it to you if it is recovered after it's been lost or stolen.

However, if any lost or stolen equipment is recovered after a claim is approved, it becomes the property of the insurer and you will need to return it to Homecare Insurance Limited immediately.

Set up your security PIN

You can store a PIN to protect your mobile phone. Once this number has been set, you will need to enter it each time you turn on your phone.

Please see your manufacturer’s handbook for instructions on setting your PIN.

Remember to choose a four-digit number that only you know and that you won’t forget.

Stopping mobile phone crime - Immobilise

We all want to do what we can to prevent mobile phone theft. Immobilise is a joint campaign launched by the mobile phone industry and the Metropolitan Police.

Visit the Immobilise website for details about the Immobilise campaign.

For full details of your mobile phone insurance Policy Summary and Policy Document, download the Advantage Private Insurance Policy Documents (PDF 1.08MB).

You might like to print a copy of your policy and take it with you.

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