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Home » Gadget Insurance » Frequently asked questions

Frequently asked questions

What am I insured for?

Single item cover

 

Accidental damage (including liquid and malicious damage), and Mechanical or Electrical breakdown (following expiry of any manufacturer’s warranty). You can choose to add cover for theft or theft and loss at the time of purchasing your policy. In addition you will receive worldwide protection for up to 90 days in any one year.

 

Multi item cover

 

Accidental damage (including liquid and malicious damage), Mechanical or Electrical breakdown (following expiry of any manufacturer’s warranty), Theft and Loss. In addition, you will receive worldwide protection for up to 90 days in any one year. This policy provides cover for your Resident family’s gadgets (your partner, spouse or any member of your family who permanently lives with you at your home address).

How do I pay for this product?

You can make payment either by card or Direct Debit. You will be billed monthly. You can update and change the payment method at any time online or over the phone by calling us on 0800 917 7682.

Is there an age limit on the gadget I want to insure?

For Single gadget policy, each gadget must be less than 36 months old as of the gadget’s cover start date.

For Multi gadget policy, all registered items must be less than 36 months old at the date of registration. All unregistered items must be less than 36 months old at the time of an incident that causes a claim.

If I have been given my gadget as a gift, will it still be covered?

Yes, we do provide cover for gadgets given as gifts; however you will need to provide proof that you own the item in the event of a claim. This may be the original purchase documentation, or in the case of a mobile phone claim it could be documentation from your network provider showing proof of usage.

My phone is on contract with the network provider; will you cover the full replacement value of the phone?

This policy offers a repair and replacement service in the event that your phone is damaged, breaks down, lost or stolen. If we are unable to repair your phone or your phone is lost or stolen, we will replace it with an identical make and model (which may be refurbished). If an identical make and model is not available, then we will provide you with a phone of an equivalent specification and condition at the time of the claim.

Can I take out insurance if I live outside the UK?

Unfortunately, this is not possible. The policies are intended for use by UK residents only and comply with appropriate UK legislation and regulation. What the policies do offer is worldwide cover for up to a maximum of 90 days in any policy year.

What gadgets do you cover?

Most makes and models of mobile phones and gadgets purchased within the UK and abroad are covered.

 

For the Single gadget product we offer insurance for Mobile Phones (including iPhones), tablets, laptops, cameras & camcorders, wearable technology, audio equipment, entertainment equipment and car navigation equipment.

 

For the Multi gadget product we offer insurance for iPhones, smart phones, mobile phones, laptops, tablets, desktop computers, MP3/MP4 players, e-readers, satellite navigation equipment, GPS trackers, portable game consoles, portable CD players, portable DVD players, portable TV, wireless speakers, headphones, digital cameras, camera lenses, video cameras, smartwatches, activity monitoring bands, digital photo frame, portable data storage devices, and dictation machines.

 

Please refer to your Terms and Conditions for a full list of items covered.

Can I add another gadget to my policy?

For Single gadget policy, you can choose to add additional items  at any time and your policy premium will be updated.

For Multi gadget policy, you can register new items at any time. Items worth less than £150 are automatically covered.

You should review your policy periodically to make sure it remains suitable to your needs.

How do I make a claim?

Please click here to learn more about the claims process. 

Do I need to provide proof of ownership if I want to make a claim?

Yes, you must have a proof of ownership for your gadget if you wish to make a claim. The proof of ownership must provide evidence that the gadget is yours. Therefore, the proof of ownership must include the make, model and serial number of your gadget (IMEI number in the case of a mobile phone). If you cannot provide this evidence, your claim may be rejected.

 

If you do not have any proof of ownership, either because your gadget or mobile phone was provided as a gift or part of a contract, then you will need to provide evidence that you own the item. For example, in the case of a mobile phone claim, then this will be proof of usage from your network provider showing you have used your phone leading up to the event that caused the claim. The claims team will be able to provide you with what is required at the time of the claim.

What are the limitations on claims I can make?

The Multi gadget claims limits are:

  1. The most we will pay for a registered item is £1,500
  2. The most we will pay in a rolling 12 month period is £1,500
  3. We will not pay for more than two successful claims in any rolling 12 month period.
  4. The most we will pay for an unregistered item is £150
  5. £50 excess per item which is applicable to all claims
  6. 14 day deferred period starting from the policy start date and the date you register a new item
  7. Registered gadgets must be less than 36 months old at the date they are registered
  8. Unregistered items must be less than 36 months old at the time of the event that causes a claim.

 

The Single gadget claims limits are dependent on the level of cover you choose; however some general limits are:

  1. The most we will pay in the event of a claim will not exceed the market value of the item at the time of the claim
  2. We will not pay for more than two successful claims in any rolling 12 month per insured item
  3. 14 day deferred period from the item’s cover start date as detailed on your Schedule of Insurance
  4. An excess is applicable on each and every claim. Your chosen excess amount is detailed on your Schedule of Insurance.
How long will it take for my claim to be processed?

We cannot begin to assess your claim until we have received all the required supporting documentation. Not providing all the required documentation may delay the assessment of your claim.

 

Once we have received all required supporting documentation, we aim to assess your claim within two working days and we will then let you know whether your claim has been authorised or not.

Who is covered under my insurance policy?

For both the Single and Multi gadget products, the policy provides cover for you, providing you are over 18 years of age, permanently live in the UK and own the gadgets on cover. For the Multi gadget product the policy extends cover to gadgets owned by your resident family members. This includes your partner, spouse, or any other member of your family who permanently live with you at your home address.

What should I do if I don't receive my policy documents?

Your policy will start from the moment you successfully complete your online purchase of the policy. You will be able to view your policy number on the screen immediately and also in the welcome email / letter . An email will be automatically generated and sent to the email address you provided in your online application. Your policy documents will be available in your online account as soon as you receive your welcome email / letter . If you cannot access them for any reason please Contact us as soon as possible.

If I have moved how do I inform you of my new address?

To amend or update your personal details including change of address, please log in to your Gadget Insurance account and go to ‘Update profile’ section or contact our Customer Services team on 0800 917 7682.

Am I still covered if I upgrade/change the gadget on cover?

For Single gadget insurance, you can amend gadgets online in your Gadget Insurance account at any time. alternatively you could call us on 0800 917 7682.

 

If you add, remove or amend an existing item you will be provided with a new policy premium quote. If you accept the revised quote, your existing policy will be updated and you will be issued with a new Schedule of Insurance. If you wish to add additional items to your policy you should review your cover to ensure it continues to meet your needs. The American Express Gadget Insurance – Multi Item cover may be more suitable. Your new gadget will be added to your policy immediately however there is a 14 day deferred period from the items cover start date.

 

For Multi gadget insurance, you can register new items at any time. Items valued over £150 must be registered with us to be covered for the full value, up to a maximum value of £1,500 and must be under 36 months old at registration. There will be a 14 day deferred period from date of registration.

Items worth less than £150 are automatically covered, but must be less than three years old at the time of a claim and you cannot make a claim for the first 14 days from the date your policy starts.

When does my insurance policy end?

Your policy will end when you no longer live permanently in the United Kingdom, or you fail to pay the policy
premium(s) on the due date, or you cancel the policy with us, or you submit a claim knowing it to be false.

How do I cancel my Gadget Insurance policy?

You have the right to cancel your policy up to 14 days after the policy start date with a full refund of any monies paid. If you cancel after the first 14 days no further premium(s) will be payable from that date but any premium(s) already paid will not be refunded.

 

You can cancel the policy at anytime by calling us on 0800 917 7682 or emailing us at enquiries@gadgetprotection.co.uk, or by writing to us at The Customer Services Department, American Express Gadget Insurance, Sentinel House, Airspeed Road, Portsmouth, Hampshire, P03 5RF.

How do I make a complaint?

If you have any cause for dissatisfaction regarding the administration of this policy (except claims) please contact Affinion quoting your policy number:

 

By emailing:

enquiries@gadgetprotection.co.uk

By telephone:

0800 917 7682

By writing to:

Affinion International Limited
The Customer Services Department, American Express Gadget Insurance
Sentinel House
Airspeed Road
Portsmouth
Hampshire
PO3 5RF
United Kingdom

 

If you have a complaint about the claims process or a claim decision, please contact the Administrator quoting your policy number:

 

By emailing:

customerrelations@citymain.com

By telephone:

0800 917 7682

By writing to:

Citymain Administrators Ltd
Enterprise House
Isambard Brunel Road
Portsmouth
PO1 2RX
United Kingdom

 

If your complaint is about the sale of your insurance policy from American Express Insurance Services, please contact:

 

By emailing:

insuranceexec@aexp.com

By telephone:

0800 032 3712 or +44 (0)1273 576109

By writing to:

American Express Insurance Executive Office
American Express Insurance Services Europe Limited
1 John Street
Brighton
East Sussex
BN88 1NH
United Kingdom

 

For details on the complaints handling process click here.

 

The EC online dispute resolution platform

 

You also have the option to register your complaint using the European Commission Online Dispute resolution (ODR) platform. This is a web based platform that is designed to help consumers who have bought goods or services online to deal with issues arising from that purchase. Complaints submitted to the platform will be dealt with by approved ADR providers.

You can access the platform online using the following website address: https://webgate.ec.europa.eu/odr.

 

What does Resident family mean?

Resident family includes your partner, spouse or any member of your family who permanently lives with you at your home address. Children living away from home (including dorms or universities) are not covered unless they have a policy in their own name.

Gadget Insurance sales

0345 600 6235

Customer Service

0800 917 7682

Opening hours:
8am – 8pm Monday to Friday (excluding Bank Holidays)
9am – 5pm Saturday

Claims opening hours:
9am – 5.30pm Monday to Friday (excluding Bank Holidays)