FAQs

Your cover is provided on Virgin Money’s behalf by Assurant General Insurance Limited who are authorised and regulated by the Financial Conduct Authority.

The IMEI number is the unique serial number used to identify your phone. The easiest way to obtain this is by entering *#06# on your phone’s keypad and the number will be displayed on screen. Otherwise, the 15/16 digit number is usually displayed in the battery compartment of the phone, on the box it came in or on the receipt. If you cannot retrieve your IMEI number please contact your network provider.

If your mobile phone is an iPhone, your IMEI number is located on the SIM tray.

This can usually be found on the device itself or on the paperwork provided when purchased.

You can enjoy the comfort of knowing your mobile phones and gadgets with a retail value of up to £2,000 are covered worldwide for:

  • Loss
  • Theft
  • Damage
  • Breakdown (including faults)
  • Unauthorised network charges up to £1,200 for contract devices and £100 for pay as you go

We also provide cover for accessories that are lost, stolen or damaged at the same time as your device up to a maximum value of £250.

  • You can register up to two mobile phones against your policy and an unlimited amount of gadgets. Device details do not need to be registered on your policy for them to be covered but it can help to provide the information in advance should you need to make a claim
  • Mobile phones and gadgets must be owned by the named account holder or family members. A family member is defined as your spouse/ partner and any other relative who live at the same address.
  • You can make a maximum of 2 successful claims for mobile phones, and 2 successful claims for gadgets in a 12 month period
  • Cover applies worldwide however where we send you a replacement or repaired item, this will only be sent to a UK address

Please note; all of the amounts quoted above are inclusive of VAT.

Full details can be found in the terms and conditions.

A gadget is a portable electronic device that contains its own power source (for example battery or solar power) whose main function is designed to support multimedia applications or obtaining multimedia content (for example running apps from an app store, playing music and/or videos, taking pictures, use of GPS etc), with the exception of drones.

The following is a list of devices we can cover; laptops, tablets, digital cameras, smartwatches, video cameras and satnavs. This list is not exhaustive and a list of items to help you understand what we exclude can be found in the “What you are NOT covered for section” of the terms and conditions.

If you are unsure of whether or not your device can be insured please call us on 0345 602 2369.

  • For stolen devices you will need to contact the Police to obtain an incident reference number
  • For lost or stolen mobile phones, and devices connected to a network, you should contact your network provider to block the SIM
  • If you’re claiming for an iPhone, you will need to remove your Find My iPhone account from the device. Check out our “How do I remove Find My iPhone from my device?” information or visit Apple’s website for instructions on how to do this.
  • You can then start a new claim and track the progress through this website

We will advise you immediately if your claim has been accepted or whether we need some more time to assess the information provided. We will aim to complete this within 1 working day. If we need any further details, we will contact you using the details provided.

We will aim to send out a replacement device the next working day. Our courier will contact you directly with when your device is scheduled for delivery, which will need to be signed for. If you are not at the requested delivery address to sign for the device, the courier will leave a card informing you where you can collect your package from.

We will aim to replace your device with one of the same make, model and memory size but we can’t guarantee to do this or replace any special or limited edition phones or gadgets. The replacement will be a remanufactured (not brand new) device.

We will arrange for your device to be repaired. We will send you a form on which you can provide the damage/fault details which you must then return with your device. You can return your device to us using the DPD drop off service. Full instructions on how to do this will be provided with the documents sent to you.

Upon receipt of your damaged device and paperwork, we’ll complete some checks and confirm Find My iPhone has been removed (where applicable). Once we’ve completed our assessment we will arrange for mobile phones to be repaired within 3 working days or 5 working days for gadgets.

Please note that if there are any problems with the device after we’ve done our checks, such as Find My iPhone is still active, then it will take longer to organise a repair.

If your device can’t be repaired then we will provide a replacement. Under the terms and conditions of your policy we will always try to provide a device which is the same colour and specification as the device we’ve replaced but sometimes due to stock availability this isn’t possible. The replacement will be a remanufactured (not brand new) device.

Deliveries of devices will be made by courier and need to be signed for. You will receive an e-mail or text message from our courier confirming your delivery details.

Data will be wiped as part of the repair process. Make sure, where possible, that you’ve backed-up your personal data and restored your device to factory settings by completing a factory reset or master reset. Please refer to your device instructions for advice on how to do this. This will restore the device’s software to its original manufacturer settings and erase all data, settings, and applications.

For iPhones, please remove your Find My iPhone account. Check out our “How do I remove Find My iPhone from my device?” information or visit Apple’s website for instructions on how to do this.

Other things you need to send to us:
  • The device battery
  • The charger if the fault relates to power or charging
  • The SIM tray, if your device has one
Please do not send us:
  • Any SIM or memory cards
  • Any other accessories or items that do not relate to the damage/fault such as headphones, Bluetooth headsets, cases, the manual or box.

If any of these items are received at the repair centre, they will be destroyed. We will be unable to recover and return these items to you.

You can return your device to us using the DPD drop off service. Full instructions on how to do this will be provided with the documents sent to you. If you are unable to use the DPD drop off service then we recommend using an insured service to send your device to us such as Royal Mail Special Delivery. If you choose to send your package to us using a non-insured service, please be aware that your insurance policy does not cover for any loss incurred by a third party. Please also note that your policy does not include cover for the cost of sending your device to our repair centre.

All successful claims will be subject to a policy excess. This varies dependent on the device being claimed for. See table below:

Excess
All mobile phones £75
Laptops & tablets £50
All other devices which are not a mobile phone, laptop or tablet £25

We will not arrange the repair or replacement of a device until the excess has been paid. You can pay by credit/debit card when submitting your claim information.

This is a document that states your device’s IMEI number or serial number along with its make and model. This information can be found on a purchase receipt or a despatch note. If you do not have this document for your device details, you will need to contact your airtime provider to send you a Proof of Usage for mobile phone or contact the retailer from where it was purchased.

You can upload a proof of purchase through this website. We can then use this should you need to make a claim.

If you’re not happy with the claim decision, we want to hear from you as soon as possible, please call us to discuss it. Please visit our Contact Us page to find the phone number for your account.

Alternatively you can e-mail us at LSG.Customerrelations@lifestylegroup.co.uk or write to us at the address below, stating your reasons.

Customer Relations Department
Assurant
Emerald Buildings
Westmere Drive
Crewe
CW1 6UN

Please include your claim ID in any communications you send to us.

You can email us at uk-info@assurant.com Please include your policy number in the message where possible. Alternatively, you can call 0345 602 2369.

Find My iPhone is a feature which is automatically installed on your handset. You may not be aware that the feature is active on the handset but before we can organise a repair or replacement you need to ensure it is switched off. This is to help safeguard your personal data and also removes services such as Apple Pay.

If the device still works
  • Swipe Right on your home screen (phone can be unlocked/locked)
  • Type Find My iPhone in to the search bar at the top & select the Find my iPhone icon
  • Enter your Apple ID and Password
  • Select your iPhone
  • Select Erase iPhone
  • Enter your Apple Password again to authorise the deletion of your data/Find My iPhone feature
If the device no longer works
  • Go to icloud.com
  • Enter your Apple ID and Password
  • Select your iPhone
  • Select Erase iPhone
  • Enter your Apple Password again to authorise the deletion of your data/Find My iPhone feature

If your device cannot connect to the internet you may see a pending status. You need to cancel the erasure and you will be given the option to remove.

You may have also activated ‘two-step verification’ within your security settings:

Apple will send a 6-digit code to the mobile phone number registered against the iCloud Account. If you have a spare phone you may need to put your SIM in to that device to receive the code.

Unable to receive code?

If you have another Apple product e.g. an iPad or Apple Mac, you can follow the link to icloud.com to remove Find My iPhone without the 6 digit code.

If you need further support please visit https://support.apple.com