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Common & Frequently
Asked Questions
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, PMP’s, and Laptop and
PC’s.
What
cover does the insurance offer?
Theft – including
unattended theft from a secure vehicle / secure premises, Loss
(mobile phones and PDA’s only), Extended Warranty (Up to 5 years),
Accidental Damage (including Liquid Damage), International Cover and
Free No Claims Bonus.
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.
What is
the claims procedure?
In the event of a claim,
the customer must :
Report the theft /
loss of the phone within 12 hours of discovery to the Service
Provider.
Report the theft /
loss of the phone within 24 hours of discovery to the police and
obtain a crime / loss reference number.
Pay an excess fee of
£25 for theft / damage claims , £50 if a loss claim or £75 if the
incident occurred overseas.
(This information can
be found on our terms and conditions under Claims Procedure)
When does
my cover commence?
Your cover begins when
your first premium for the insurance is paid. If your dealer 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
you can complete our online claim form
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.
How can I
cancel the insurance?
Cancellations must be
in writing. If you are cancelling 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-mail
cancellations@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 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 Claims Manager at the
above address.
If you do not receive
a satisfactory response to your complaint, we would then advise that
you write to The Customer Services Director at the above address.
If the matter has
still not been resolved to your satisfaction, you should write to
our underwriters who will issue you with a final response, at :
Supercover Insurance
Plc, 204 Cumberland House, 80 Scrubs Lane, London NW10 6RF.
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.
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