Frequently asked questions

What does Better Buy Insurance cover?

We offer insurance on all makes and models of Mobile Phones and iPhones.

What risks are covered under the policy?

  • Loss
  • Theft
  • Accidental damage
  • Liquid damage
  • Worldwide cover (90 days in any one year)
  • Unauthorised calls and data (up to £2500)
  • Accessories cover (up to £150)
  • Breakdown

All subject to the terms and conditions of the policy.

When does my cover begin?

Your insurance starts from the moment you sign up.

Is there an age limit on the mobile phone/ iPhone I can insure?

Yes, The mobile phone/ iPhone must not be more than 6 months old when the insurance is first purchased.

Can I insure a mobile phone/ iPhone bought from Ebay?

Yes, providing it was purchased brand new and has a valid proof of purchase that includes the make, model and serial number of the mobile phone/ iPhone (in your name). The mobile phone/ iPhone must have been purchased from eBay UK.

My phone is on a contract, will you cover the full replacement value of the phone?

Yes of course providing it doesn’t exceed the limit of liability as detailed on your insurance documents.

What is an IMEI number and how do I find out the IMEI of my phone?

The IMEI (International Mobile Equipment Identification) number of your mobile phone is a unique identification code that is specific to your mobile phone.

We use the make, model and IMEI number to identify the phone that is covered by the insurance. If you change your phone it is important that you call us so we can update your policy with the correct details.

The IMEI can be obtained by dialling *#06# or for iPhones - checking your sim gate, or for all other phones - checking under the battery of your handset.

Do I need to live in the UK?

Yes, to insure your mobile phone/ iPhone with Better Buy Insurance you need to be a permanent resident of the UK.

How much is the excess fee?

In the event of a claim, an excess fee applies which must be paid to us before your claim can be settled.

The excess fee is:

£25 for mobile phones/ iPhones up to the value of £250 (when new).

£50 for mobile phones/ iPhones between the values of £251 - £1000 (when new).

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

Unfortunately we are unable to insure any item 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 then transfer the policy into your name.

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

You should contact our Customer Services team on 0203 794 9335 with your new mobile phone/ iPhone details or email info@betterbuyinsurance.co.uk.

If I have bought a mobile phone/ iPhone as a gift and want to insure it, whose name should the insurance be in?

The policy can be bought under the user’s name as long as they are over 18 years old and in the event of a claim they can provide the original proof of purchase and a gifting letter from the phone buyer confirming the phone has been given as a gift.

Alternatively you can purchase the policy in your name as long as the person you bought the mobile phone for was over 16 years old and permanently resided with you i.e. they fall within the Immediate Family clause (your spouse, partner, parents, children, brothers or sisters (all aged 16 years or over) who permanently reside with you). In this case, in the event of a claim, you would need to provide proof the user falls within the Immediate Family clause (i.e. proof of age and address).

How do I make a claim?

You can make a claim by calling our Claim Team on 0203 794 9335 or by emailing gadgetclaims@supercoverinsurance.com.

Is there a limit on the number of claims I can make?

No, there is no limit on the number of claims you can make.

How long will it take for my claim to be processed?

Once you have submitted your claim and we have received all the relevant documentation, we will aim to process your claim within 48 hours.

Do I need to supply a receipt/proof of purchase?

Yes, you need to supply evidence of ownership which is a document to evidence that the mobile phone you are claiming for belongs to you. This can be a copy of the till receipt, delivery note, gift receipt or, confirmation from your network provider that the mobile phone has been used by you.

What are the main exclusions?

  • Leaving the item unattended when it is away from your home
  • Theft from vehicle or premises where there is no visible sign of forced entry.
  • Not reporting the theft/loss within 48 hours of discovery to the police, or, not reporting the theft/loss to the Service Provider within 24 hours of discovery to stop the line and blacklist the handset.
  • Any claim where evidence of ownership cannot be provided.
  • Any claim where the gadget has not been used since the insurance has been taken out
Please check the Ts and Cs for full details regarding exclusions.

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. A crime reference number must be provided in the event of a theft claim and a lost property reference number in the event of a loss claim.
  • 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
  • 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 aim to process your claim within 48 hours.

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. 354568. You can visit the Financial Conduct Authority website, which includes a register of all regulated firms, at www.fca.org.uk/firms/systems-reporting/register.

How do I cancel my insurance policy?

You should contact our Customer Services team on 0203 794 9335 or email info@betterbuyinsurance.co.uk.

Will my insurance policy automatically renew after 12 months?

Yes if you paid up front for 12 months cover we will contact you up to 30 days before the renewal date of your policy to let you know if there are any changes to your premium or your policy terms and conditions.

Unless you tell us otherwise, we will then automatically renew your insurance by the same payment method used at the time of your initial purchase. This means you don’t have to worry about forgetting to renew or running the risk of being uninsured.

If your payment details have changed, you will need to update them before the renewal date to ensure your gadgets remain covered. Please contact us to do this.

If you’d prefer for us not to auto renew your policy, that’s no problem just contact us anytime before your renewal date and we won’t renew your policy.

If you initially took out your policy on or after the 28th of the month, your annual renewal payment would be charged on the 28th of that month for each subsequent renewal.

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 Director.

The Customer Services Director, Waterside House
20 Riverside Way
Uxbridge, UB8 2YF

Tel: 0203 794 3928
Email: complaints@supercoverinsurance.com

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,
UK General Insurance Limited,
Cast House,
Old Mill Business Park,
Gibraltar Island Road,
Leeds, LS10 1RJ.

Tel: 0345 218 2685.

Email: customerrelations@ukgeneral.co.uk

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 to 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 always do our best to deal with complaints in the instance within which they occur. Where it 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 I cannot find the answer to my question in your FAQs what should I do?

Just contact us on 0203 794 9335 or info@betterbuyinsurance.co.uk