FAQs
What does Supercover Insurance Insure?
We offer insurance on Mobile Phones, PDA's, MP3 Players, iPods,
Satellite Navigation Systems, PSP's and other portable consoles,
Camera's, Camcorders, Personal Media Players, and Laptops and PC's
What is Gadget Cover?
Gadget Cover is a cost effective way to insure those everyday
gadgets and consumer electronics that we never leave the house
without! Where the average monthly insurance premium on any one item
is £5.88, you can insure 3 for £9.99 and 5 for £14.99
Why do I need to insure?
Many of us do not realise the value of the every day items carried
in our briefcase / rucksack / handbag. It's only when something goes
wrong and we have to replace these products that we understand the
true value, both personally and financially of our every day
gadgets.
According to a recent survey by Zurich Insurance, the average person
will carry £851 worth
of hand held gadgets with them every day, for Londoners, this rises
to £1034.
Figures published in 2006 show an increase of 40% in crime rates
largely caused by small electronic devices such as ipods, Mobile
phones and laptops etc, this is in addition to the
600,000 electronic
devices that were dropped in the toilet
400,000 electronic
devices were dropped in drinks and the
200,000 electronic
items that ended their life in a washing machine
And, did you know that at least one in seven people are not covered
by either their home contents specialist insurance a potential
£5bn worth of goods at financial risk every day.
What is covered under the policy?
Theft including unattended theft from a secure vehicle / secure
premises, Loss (mobile phones and PDA's only), Extended Warranty (Up
to 5 years but not included on Laptops), Accidental Damage
(including Liquid Damage), International Cover, Free No Claims Bonus
& speedy claims handling
What are the main exclusions?
Leaving the phone unattended, except as above,
Not reporting the theft/loss within 24 hours to the police, or, in
the case of mobile phones and PDA's, not reporting the theft/loss to
the Service Provider within 12 hours to stop the line and blacklist
the handset.
An excess fee of £25 for theft / damage claims and £50 for loss
claims and £75 for international claims
Is there an excess fee?
Yes. There is an excess fee of £25 for theft / damage claims and £50
for loss claims and £75 for international claims
Do I need to supply a receipt?
In the event of a claim you will need to provide receipts for all
items you are claiming for
Is there an age restriction on the items I can insure?
For single cover the item must be less than 6 months old, excluding
laptops which must be insured within the first 14 days. For Gadget
Cover, at least one of the items must be less than 6 months old. The
remaining items must not be older than 2 years old.
What is the claims procedure?
In the event of a claim you must:
-
Report the theft / loss to the police within 24 hours of
discovery
-
Report the theft / loss of a mobile phone / PDA to your Service
Provider immediately, but in any case within 12 hours of
discovery
-
If your claim relates to a faulty item, the faulty item must be
provided
-
Contact us within 48 hours of discovery of any claim
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 process
your claim within 48 hours
Do I have to complete a written claim form?
No. The majority of our claims are processed over the phone however
you may claim online if you prefer. Unlike many other insurers, we
do not insist on delaying your claim while we wait for paperwork to
be posted back and forth.
Who is the policy Underwritten by?
Policies sold from 01 April 2007 are underwritten by Equity Red Star
who is managed by Equity Syndicate Management Limited, which is
authorised and regulated by the Financial Services Authority. Equity
Syndicate Management Limited is registered in England number 426475.
The registered address is at Library House, New Road , Brentwood,
Essex , CM14 4GD
For all policies taken out between 01 January 2007 31 March 2007
the policy is underwritten by UK Underwriting on behalf of AXA
Insurance Plc Registered in England No 78950. Registered office: 5
Broad Street , London , EC2N 1AD , which is authorised and regulated
by the Financial Services Authority
All policies taken out prior to 01 January 2007 are underwritten by
UK Underwriting on behalf of Norwich Union Insurance Limited.
Registered office 8 Surrey Street , Norwich , NR1 3NG which is
authorised and regulated by the Financial Services Authority
When does my cover commence?
Your cover begins when your first premium for the insurance is paid.
If the reseller has arranged for you to have a period of free
insurance, your cover will commence at point of sale
How do I claim?
You can make a claim by calling our dedicated Claim Advisors on 0871
222 1130 or writing to
Claim Department
204 Cumberland House
80 Scrubs Lane
London
NW10 6RF
Telephone: 0871
222 1130
E-Mail: claims@supercoverinsurance.com
THEFT / LOSS CLAIM click
here
DAMAGE / FAULT click
here
What should I do if I get a new phone?
You should contact customer services 0871 222 1130 with your new
phone details and also post a copy of your receipt to 204 Cumberland
House, 80 Scrubs Lane , London , NW10 6RF
Why do I need to insure?
Many of us do not realise the value of the every day items carried
in our briefcase / rucksack / handbag. It's only when something goes
wrong and we have to replace these products that we understand the
true value, both personally and financially of our every day
gadgets.
According to a recent survey by Zurich Insurance, the average person
will carry £851 worth
of hand held gadgets with them every day, for Londoners, this rises
to £1034.
Figures published in 2006 show an increase of 40% in crime rates
largely caused by small electronic devices such as ipods, Mobile
phones and laptops etc, this is in addition to the
600,000 electronic
devices that were dropped in the toilet
400,000 electronic
devices were dropped in drinks and the
200,000 electronic
items that ended their life in a washing machine
And, did you know that at least one in seven people are not covered
by either their home contents specialist insurance a potential
£5bn worth of goods at financial risk every day.
How can I cancel the insurance?
Cancellations must be in writing. If you are canceling the insurance
within a free period of insurance then no notice is required,
thereafter, or in all other cases, one month cancellation notice is
due. You can e-mailcancellations@supercoverinsurance.com or
write to 204 Cumberland House, 80 Scrubs Lane , London NW10 6RF
If I have a complaint, what should I do?
Supercover Insurance Plc is incorporated in the UK and authorised
and regulated by the Financial Services Authority.
Although we endeavor to meet our customers' expectations at all
times, we understand that from time to time complaints may arise.
Our complaints handling procedures are designed to comply with the
rules prescribed by the Financial Services Authority and our aim is
to resolve any complaints that we receive both fairly and promptly.
What is the Complaint Procedure?
Supercover Insurance Plc is incorporated in the UK and authorised
and regulated by the Financial Services Authority.
Although we endeavour to meet our customers' expectations at all
times, we understand that from time to time complaints may arise.
Our complaints handling procedures are designed to comply with the
rules prescribed by the Financial Services Authority and our aim is
to resolve any complaints that we receive both fairly and promptly.
Who should I contact with my complaint?
In the first instance, your complaint should be addressed to The
Customer Services Manager at the above address.
How will my complaint be dealt with?
Within 1 - 5 days of receipt of your complaint you will receive a
letter. This will either be a response to your complaint or if we
are not able to respond at this time we will inform you of who is
handling your complaint, provide a reference for your complaint, and
explain why we are unable to respond at this time
If after 4 weeks, we have still unable to resolve your complaint you
will receive a further letter informing you of our progress.
If after a further 4 weeks we are still unable to resolve your
complaint you will receive a letter explaining why we cannot respond
to your complaint. We will indicate when we expect to respond and
will provide details of your right to refer your complaint to The
Financial Ombudsman Services
We will endeavour to deal with all complaints in the instance within
which they occur. Where this is not possible, we will endeavour to
deal with the complaint with 5 working days
Any reference to any of the above will not affect your right to take
legal proceedings
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