Frequently Asked Questions
We all need a little extra info sometimes, that's why we've put together this handy FAQ section for you! Can't find what you're looking for? Then don't hesitate to ask via live chat Monday to Thursday 9am-5pm and Friday 9am-4pm or by emailing us at support.
Why should I use you?
Unlike other insurers, we're less focused on profit, and more focused on giving customers value. Our mission is to make insurance better and cheaper for honest people, and that's why we've developed clever anti-fraud tech that makes your life easier. Plus we're the only insurer that gives you money back.
- Instant cover from purchase
- We aim for 24-72 hour replacement or repair once your claim is approved
- Hassle-Free Claims
- Low excess from just £50 when validated with our anti-fraud technology. If not validated then excess is £150
- Insure mobiles up to 3 years old
- No proof of purchase required upfront, or at all when you use our anti-fraud technology
- Rewards when you and your connections don't claim - up to 80% of your premium back
How much is excess?
Our excess is as low as £50 for accidental damage and £70 for loss and theft when you validate your phone with our anti-fraud technology
If you don't validate your phone with pic-sure using our app, the excess is £150.
What is an IMEI number and how do I find out the IMEI of my mobile phone?
The IMEI (International Mobile Equipment Identification) number of your mobile phone is a unique identification code that is specific to your mobile phone. If you change your mobile phone, it is important that you call us so we can update your policy with the correct details.
For iOS (Apple) users:
Unfortunately, as we need your serial number on iOS you can’t just dial a number (although dialing the same number as above will reveal your IMEI number).
As such you can find both numbers by going to Settings > General > About.
If you’re using our app (or if requested by support), you can take a screenshot by pressing the Sleep/Wake and Home buttons at the same time until you see the screen flash quickly.
For Android users:
The easiest way to find your phone’s IMEI number if you’re on an Android device is to simply dial *#06#.
If you’re still having trouble, then you should be able to find it in Settings > About phone > Status > IMEI information.
Your serial number will be on the Status screen.
If requested by support, you can take a screenshot on most Android phones by holding the volume down and the power buttons for 1-2 seconds. The screen should flash and the photo can be found in your photos app.
Do you cover other gadgets like laptops?
I bought a used phone/my friend gave me an older phone can I still insure it?
Do you have a discount for annual payments?
Is there an age limit on the mobile phone I want to insure?
Can I insure a mobile phone I bought from eBay or another auction site?
Yes, you can take out insurance on a second hand phone.
The phone bought needs to have originally been sold into the UK market prior your purchase (e.g. we don't insure models sold in China).
Do you cover phones that have been purchased outside of the UK?
Are the replacement handsets brand new?
How long will this take to get my mobile device repaired?
The so-sure app & pic-sure
What is pic-sure
We're all about protecting honest customers, and giving money back when claims are not made. As there are many dishonest people trying to scam insurers, we decided to develop a piece of technology to protect our customers and keep costs down.
Our clever technology pic-sure, is built into our app. It is super easy to use, and makes sure your phone is in full working order, and the screen is not broken/cracked prior to buying a policy with us - you'd be surprised how many dishonest people are out there.
When validating your phone through pic-sure it vastly reduces your excess, removes the need for proof of purchase and gives you a speedier claims process.
Step by step instructions for using pic-sure
- Open the so-sure app
- In the top left corner you will see 3 horizontal lines, this is the menu, tap this
- In the open menu tap 'pic-sure validation'
- In the next screen read the instructions and click start now
- A pop-up will appear asking for permission to use the phones camera, tap 'OK'
- On the next screen will be instructions on how to complete the process, tap 'NEXT' in the bottom right corner.
- The new screen will describe what the QR code will do, when you understand tap 'NEXT' in the bottom right corner
- Then the QR code will appear on the screen and you will be able to take the picture in the mirror
Handy Tips for the pic-sure "phone selfie"
Hold your phone approximately 10cm/4in away from the mirror and keep it steady. Your phone will vibrate once the phone is in the correct position. Make sure to keep it still. When you feel a second vibration, the photo has been taken. Done.
If you don’t feel the vibration, make minor adjustments to the position of the phone, go slowly back and forth, you can tilt the phone slightly as well. You should also see a little preview from the camera when the phone is hold up so make sure the camera is seeing the QR Code.
Then review the photo that is displayed, ensure that your entire phone is visible and if it is submit the photo otherwise try the process again.
How much is my excess if I use pic-sure?
Your excess greatly reduce from our standard £150 to just £50 accidental damage/breakdown, £70 for loss and theft, and should you need to make a claim it becomes easy and hassle free without the need to provide us proof of purchase. What you waiting for?
If you fail to verify, the excess will be £150.
What happens if my device gets rejected?
If your picture is rejected this is because your phone screen is damaged, or we cant see the picture clearly. If it is clearly damaged your policy will be immediately cancelled as buying a insurance policy with a pre-damaged phone is a fraud and an offense.
If we can't see the picture clearly you will get an invalid notification with feedback on what went wrong. You would then need to try again, making sure you are in a brightly lit room and your mirror and the lens of your phone is clean.
Social Insurance & Reward Pot
What is the Reward Pot?
The reward pot is basically a group no claims bonus. For each person that buys insurance with us and connects together, for example You buy a policy and invite your mum to buy. She buys a policy and then you connect, each of you receive up to £10 into your reward pots.
If neither you nor your connected friends claim, we will payout to you the value of your reward pot at the end of the policy year.
Is the money back with the reward pot guaranteed?
Can anyone connect to anyone?
How do I make connections to people?
Do I need to connect to get money back?
Do I need to connect to have so-sure's insurance policy?
The Insurance Policy
What am I covered for?
We believe that trust starts by us being clear with you about what is covered and what is not covered. If you have a valid claim we’ll have your back and we won't hide behind the small print unlike some insurance providers do.
We have one policy that covers you for:
- Loss & Theft
- Accidental Damage
- Out of warranty breakdown
- Travel globally travel for up to 90 days
- Accessories up to £100 with a loss of theft claim
- Unauthorised network charges up to £1000 related to approved loss or theft claim, as long as your network was notified within 24hrs of the loss or theft
What’s not covered?
Excess: You need to pay a contribution every time you make a successful claim, see about more excess in the section below.
You are limited to 2 replacement phones for valid claims due to loss and/or theft in any one policy year.
Theft, loss, accidental damage or breakdown where you have knowingly put your mobile phone at risk and/or you have not taken care of it.
If in doubt ask yourself "Would I have left a pile of £400 in cash there and expect to find it when I return?"" If the answer is no, then you should not leave your phone there either. Of course, we will take in consideration the specifics of your situation as, after all, we are here to have your back if a misfortune happens.
For further details on all of the above, please refer to the full policy terms and conditions.
What is accidental damage?
Essentially accidental damage is when something happens to your property that is completely out of your control. Usually, it is something that other insurance companies try to add-on to your existing plan - which is pretty weird - how can you be expected to prevent something that is out of your control?
Examples of accidental damage:
- Spillages: this is one of the most common causes for an accidental damage claim. You would think that people would stop dropping their phones in pints but they never seem to learn.
- Damage by children: You are protected even if they aren’t your children! You can’t really hold a child responsible for their actions. Insurance against accidental damage protects you from ids breaking your stuff.
- Damage caused by pets: We all love animals but they do sometimes have a tendency to break our stuff. It would be prudent to get insurance if you have pets.
- Electrical surges: Incredibly unlikely but it does happen (especially during lightning storms). A power overload can permanently damage a phone.
Whats not classed as accidental damage?
- Cosmetic damage: If your device has a few scratches but still works perfectly then we can't repair or replace it. Normal wear and tear falls under the same category.
- Damage resulting from you putting your phone at risk: If you do something like leaving your phone behind on the train then we can’t really be responsible.
- Damage caused before the insurance policy: We might be great but we’re not that great. Replacing a phone for damage that was caused before we started looking after you doesn’t make much sense.
Am I still covered if I upgrade/change my phone?
How do I make a claim?
Our claims process is as easy as 1,2,3...
- Get your claim started quickly by using our online portal
- Our UK based claims team will review your claim and call you with a request for any further details or documents (if necessary). We aim to do this within a matter of business hours
- Once your claim is approved, we take your excess payment over the phone and aim to repair or replace your phone within 24-72 hours. Some repairs can take longer (e.g. water damage) but we will be as fast as possible
Do I need to provide proof of purchase if I make a claim?
If you validate your phone's state using our app, prior your claim, you do not need a proof of purchase. If you don't do this, you must have a proof of purchase for your mobile phone if you wish to make a claim.
The proof of purchase must provide evidence that you own the phone and that the phone is within the 3 year age limit i.e has been purchased in the last 3 years. The proof of purchase must include the make, model and IMEI number of your mobile phone. If you cannot provide this evidence, your claim may be rejected.
If you do not have a receipt or were never issued with a one, i.e your phone was free as part of a contract, you will need to provide evidence of the original order and/or contract under which the mobile phone was supplied.
If you cannot provide this evidence, and have not validated your phone with pic-sure, your claim may be rejected.
How long will it take for my claim to be processed?
Thats a great question. We aim to process your claim as quickly as possible, within 2 hours is our best. However we cannot begin to process a claim until we have received all the relevant supporting documentation.
Not fully providing all the required supporting documentation will delay the assessment of your claim, which will delay the repair or replacement.
Once we have the fully completed claim form and all required supporting documentation, we aim to assess your claim within 24-72 hours and we will then let you know whether your claim has been authorised or not.
What kind of supporting document may I need?
You may need depending on the claim type e.g Loss, theft, damage:
- Proof of purchase if you have not validated your phone with our app
- Usage report from your network
- Police report if stolen
Payments & Cancellations
I'm paying monthly. How and when will I be charged?
If I pay annually do I get a discount?
Can I change the date of my Direct Debit if I pay monthly?
Can I cancel my policy if I have a successful claim?
What is the cool-off period?
Who is so-sure?
We're here because consumers deserve better when it comes to insurance.
When we launched so-sure in 2016, we wanted to revolutionise the industry by making insurance fairer, reliable and rewarding for honest consumers all over the world.
Our vision and mission
Our vision is to turn the insurance industry on its head by giving our customers the service they deserve. Provide a new, revolutionary social insurance concept that is significantly cheaper for careful groups of families and friends. We're here protecting customers when they claim and rewarding them when they don't.
Our concept is inspired by the origins of insurance. Back in the seventeenth century - when the concept of insurance was born out of the ship-owner community - insurance was how it should be. It was a time when insurance was designed around the customer, if no-one claimed, you got your money back, and if one of the ships went down, everyone chipped in.
But as the world changed, so too did the insurance industry. Companies started to care less about the customer and more about profits. And in turn, trust in insurance providers plummeted.
At so-sure, we’re on a mission to restore the essence of what insurance was – and make it even better.
How are you different from traditional insurance companies?
Traditional insurers exist to make big fat profit margins. They keep the money that they don't pay out on claims. This means whenever they pay a claim, the lose profit. This is why getting your claim approved and paid is so very painful... they want to keep your money.
so-sure has been designed differently. Our whole business is built around putting you, the customer, first. That's why we decline less than 4% of claims because we believe insurance should have your back when you need it and also reward you for being careful.
We also treat the money you pay as your money, and we believe that people are better together, and that's why we've created insurance that’s social and gives money back when there’s no claims.