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This insurance is arranged by Supercover Insurance Ltd and underwritten by UK General Insurance Limited. Supercover Insurance Ltd and UK General Insurance Limited are authorised and regulated by the Financial Conduct Authority.

Frequently Asked Questions

Policy Questions

What is covered under the policy ?

  • Theft - including unattended theft from a secure vehicle / secure premises
  • Accidental Loss
  • Extended Warranty
  • Accidental Damage
  • Liquid Damage
  • Malicious Damage
  • Worldwide Cover (90 days)
  • Unauthorised Call Usage (up to £2,500)
  • Accessories Cover (up to £150)
  • Unlimited Claims
  • Instant Cover (for all mobiles under 6 months old at the time of taking the policy).
  • Family Cover - your mobile phone is covered whether you or a member of your immediate family are using the phone.

Is there an excess fee ?

In the event that you make a claim, an excess fee applies which must be paid to us before your claim can be settled. The fees are set out as below.

  • If your claim is for a mobile phone up to the value of £250 (when new) the excess fee is £25 for any claim.
  • If your claim is for a mobile phone between £251 to £999 (when new) the excess fee is £50 for any claim.
  • For any other mobile phone, the excess fee is is £75 for any claim.

Who is the policy Underwritten by ?

This insurance is arranged by Supercover Insurance Ltd and underwritten by UK General Insurance Limited on behalf of: Great Lakes Reinsurance (UK) SE, Registered in England No: SE000083. Registered Office: Plantation Place, 30 Fenchurch Street, London EC3M 3AJ. Supercover Insurance Ltd and UK General Insurance Limited are authorised and regulated by the Financial Conduct Authority. Great Lakes Reinsurance (UK) SE is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. This can be checked on the Financial Services Register at or by contacting them on 0800 111 6768.

Do I need to live in the UK ?

To insure your mobile phone, you need to be a permanent Resident of the United Kingdom.

Your Account

What should I do if I replace my insured mobile phone ?

You should contact Customer Services on 0203 794 9294 with your new phone details or via email

How can I cancel the insurance ?

You may cancel the insurance, without giving a reason, by sending us written notice and returning the insurance documents within 14 days of it starting of (if later) within 14 days of receiving the insurance documents. If you wish to cancel your insurance after the initial period you can do so by either writing to Supercover Insurance Ltd, Waterside House, Riverside Way, Uxbridge UB8 2YF, by telephone 0203 794 9294 or by emailing

If you pay your insurance premiums annually and providing no claim has been made under the policy you will receive a proportionate refund of premium based on the unused period of cover under the policy less an administration fee of £10.

If you pay your premiums on a monthly basis your policy will be cancelled at the next monthly anniversary of the date your policy commenced. There will be now refund of premium due as the premium paid will have only been in respect of the cover already received. If a claim has been made by you we will not refund any premium and you must still pay us the remaining annual premium. If you cancel your direct debit this does not mean that you have cancelled your policy.

If I have a complaint, what should I do ?

We are proud of our reputation for fairness in our treatment of our customers. However, occasionally disputes or misunderstandings can arise. Any enquiry or complaint you have regarding your policy should be addressed to The Customer Services Manager, either by post, to: Supercover Insurance Ltd, Waterside House, Riverside Way, Uxbridge UB8 2YF. BY email to: or by telephoning 0203 794 9294. You should provide details of your policy and in particular, your policy reference number, to help with the speedy handling of your enquiry. In the event you remain dissatisfied and wish to make a complaint, you can do so by contacting the following: The Customer Relations Manager, JS Insurance, 5 Chapel Mews, Waterloo Street, Hove, East Sussex, BN3 1AR. By telephone: 01273 773 017 or via email: These procedures do not affect your legal rights.How will my complaint be dealt with ?

Within one working day you will receive a response to your complaint either via telephone or email. This will be from your complaint handler with a proposed resolution to your complaint and should you agree this resolution, the complaint will be escalated no further.

If however you are unsatisfied with the proposed resolution or do not respond within the required time frame, in line with the FCA complaint handling procedure, your complaint will be escalated to the Underwriter of your policy, on your behalf, and a final response issued within 8 weeks from the date of the complaint.

We will endeavour to deal with all complaints in the instance within which they occur. Where this is not possible for us to respond to you within the required time frame, you will be notified of the automatic escalation of your complaint. Any reference to any of the above will not affect your right to take legal proceedings.

If you are still unhappy with the result of the complaint, you can contact the Financial Ombudsman Service on 020 7964 1000 or by email: or by post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

I cannot find the answer to my questions. What next ?

Sales related and General Enquiries:


What happens if I want to downgrade after the 3GB online back up trial ends ?

You will need to make sure you erase all the data yourself before downgrading as your account will be fully deleted within 60 days of the trial ending.

Exclusions and Restrictions

What are the main exclusions?

Please refer to the Product Information Document, that includes the General Exclusions of the policy.

  • Any claim where the phone has not been used since the insurance has been taken out.
  • Any claim where a proof of purchase or receipt (in your name) cannot be provided.
  • Not reporting the theft / loss within 48 hours of discovery to the police, or, in the case of mobile phones, not reporting the theft / loss to the Service Provider within 24 hours of discovery to stop the line and blacklist the handset.
  • Theft from vehicle or premises where there is no visible sign of forced entry.
  • Leaving the mobile phone unattended when it is away from your home.
  • Any incident occurring within 14 days of cover (unless the phone is less than 6 months old.

Can I insure a mobile phone purchased from Ebay ?

We now also insure mobile phones purchased from eBay as long as they are purchased brand new and have a valid Proof of Purchase that includes the make, model  and IMEI number of the mobile phone (in your name). The item should also have been purchased from Ebay UK.

Is there an age restriction on the mobile phones I can insure ?

The mobile phone must not be more than 18 months old when the insurance is first purchased. There is no limit on how long the mobile phone can be insured, thereafter.

I am under 18 years of age, can I insure my mobile phone ?

Unfortunately we are unable to insure a mobile phone if you are under 18 years of age. However, so long as you still live with your parents, they can purchase the policy for you and when you turn 18 they can transfer the policy into your name.

Receipt and Proof of Purchase

Do I need to supply a receipt ?

You will need to be able to evidence ownership for the mobile phone at the point of making a claim. This can be a copy of your receipt (this must be in the same family name), a gift receipt (provided it has your name on it), a delivery note or a confirmation form your network provider of the phone you have in use on your contract and it's IMEI number. Please note we will only accept receipts from VAT registered companies.


When does my cover begin ?

Your mobile phone insurance will be set up right away but you do need to note that any incident that occurs within the first 14 days is excluded. If you phone is less than 6 months old on the date you insure it, then this clause does not apply and your cover begins immediately.

What is the claims procedure ?

In the event of a claim you must:

  • Report the theft / loss to the police within 48 hours of discovery.
  • Report the theft / loss of a mobile phone to your Service Provider immediately, but in any case within 24 hours of discovery.
  • If your claim relates to a faulty item, the faulty item must be provided.
  • Failure to comply with the above may result in your claim being delayed or rejected.

Once all the requested information has been received we will aim to process your claim within 48 hours.

How do I make a claim ?

You can make a claim by calling our dedicated Claims Advisors on 020 3794 9300, by email at or writing to: Claims Department, Gadget Cover, Waterside House, Riverside Way, Uxbridge UB8 2YF.


JS Insurance is the trading name of Jade Stanley Limited, 5 Chapel Mews, Waterloo Street, Hove, East Sussex, BN3 1AR, Telephone: 01273 773 017. Jade Stanley Ltd is authorised and regulated by the Financial Conduct Authority. FCA Registration number is 306205.

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