Frequently Asked Questions

General

Complete your Condition Check to validate your phone and reduce your excess

It's quick and easy! Click on the button below and select "Manage my mobile policy" and "Validate my phone" then just follow the simple steps provided.

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Once completed, we will review your details and reduce your excess if the phone is successfully validated.

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Note your excess will be higher until you have successfully validated your phone using our Condition Check.

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What if the validation fails?

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If the validation fails, it means that either we couldn't see the picture clearly or that the phone screen is showing damage.

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If your phone is damaged, we will need to cancel your policy as we cannot cover phones that already have damage.

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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, make sure you are in a brightly lit room and your mirror and your phone's lens is clean.  

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Validate my phone now

How do I create or manage my inventory?

Complete your inventory

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It's quick and easy! Click on the button below and select "Manage my contents policy" and "Manage my inventory" then just follow the simple steps provided.

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Once completed, we will review your details and reduce your success if the inventory is successfully validated.

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Note your excess will be higher until you have successfully complete your inventory.

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Creating your inventory

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Any item valued at more than £500 must be to your inventory for that item to be insured.

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Televisions, Monitors, Laptops and Tablets of any value must also be listed in the inventory. Otherwise the item will not be covered.

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Please note that even if you add them to your inventory, your insurance policy does not cover:

Art
Historic books
Collectibles
Any item worth more than £5,000
Money

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To find out more, please see your Policy Document.

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Complete my inventory now

How do I make changes to my payments?

Have a question about your payments or want to make a change to your payment method? Visit our Support Centre so we can assist you.

I received an email about a failed payment. What should I do?

You can cancel your policy through the Support Centre as long as you haven't made a claim that's been approved.

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Our policies have a 14 day cooling off period. That means that you can cancel and receive a full refund of any premium paid during the first 14 days, provided you haven't made a claim.

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If you cancel after this time, whether you receive a refund will depend on if you've made a claim, and if you pay your premium in one annual payment or in monthly payments.

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You can find full details of the cancellation and refund terms in your Policy Document.

Can I cancel my policy? If so, how?

If you would like to cancel your policy please contact our Customer Support.

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Our policies have a 14 day cooling off period. That means that you can cancel and receive a full refund of any premium paid during the first 14 days, provided you haven't made a claim.

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If you cancel after this time, whether you receive a refund will depend on if you've made a claim, and if you pay your premium in one annual payment or in monthly payments.

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You can find full details of the cancellation and refund terms in your Policy Document.

How can I have my reward pot balance paid out to me?

We've retired the Reward Pot, which means you won’t be able to add or maintain Reward Pot connections from 24 July 2024.

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If you have an active Reward Pot balance on 24 July 2024, you can have your eligible balance paid out to you. Please contact our Support Centre.

Mobile Insurance

How do I make a claim?

Get your claim started by visiting our claims page.

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Our claims partner will receive your claim details, and will contact you if they need further details or documents.

What's my excess?

Your excess is the amount you will have to pay towards each claim under your policy. The amount of your excess(es) will be shown on your Policy Schedule.

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Remember, for Mobile Phone policies your excess will be higher until you complete our Condition Check. We explain how to this at the top of this FAQ page.

How do I find out the IMEI of my mobile phone?

The IMEI (International Mobile Equipment Identification) is a unique identification code specific to your mobile phone. It is not your phone number. It is a code that is unique to each handset.

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This means that if you change your mobile phone, even to the same make and model, you need to Contact Us. The new phone is not automatically covered under your policy.

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For Android users:

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The easiest way to find your phone's IMEI number is to simply dial *#06# if you're on an Android deviceIf you're still having trouble, then you should be able to find it in Settings > About phone > Status > IMEI informationIf 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.

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For Apple users:

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You will find your IMEI by going to Settings > General > About - and take screenshots. You will need to scroll down to see your IMEI number. IMEI number can also be found by simply dialing *#06#.

If I change my phone to a new phone, what do I need to do?

Your new phone isn't automatically covered by your policy, even if it's the same make and model as the phone listed on your Policy Schedule.

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So if you get a new phone, you'll need you update your phone through our Customer Support.

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Don't forget, you'll also need to complete the Condition Check for your new phone, otherwise the higher excess on your Policy Schedule will apply to that phone.

I bought a used phone. Can I still insure it with SO-SURE?

Yes, we can insure second-hand phones provided they are in full working condition, without any damage.

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Just remember, we only insure phones where the original manufacturer sold that model in the United Kingdom or European Union.

Can I purchase a policy for someone else, like my child or partner?

Right now, we can't cover devices for children or anyone under the age of 18.

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You may purchase a policy on someone's behalf if they are 18 years or over, with their explicit consent. However, the person listed on the Policy Schedule must be the primary owner and user of the device.

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Should circumstances change, please contact our Support Centre.

Contents Insurance

I don't own my home. Can I get cover?

Yes! Our home contents is designed for both renters and people who own their homes and want to cover their stuff.

I share my house/flat with friends. Can I get cover?

Yes, we can insure your contents even if you share your home.

What's an inventory?

An inventory is your list of valuable items and electronic goods.

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You need to add any item valued at over £500 to your inventory for that item to be insured.

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Televisions, Monitors, Laptops and Tablets of any value must also be listed in the inventory. Otherwise the item will not be covered.

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You can complete your inventory, and add or change the items in your inventory, by following the simple steps at the top of this page.

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There is an additional compulsory excess of £100 in addition to your selected excess if you haven’t created your inventory.

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Need help? Please feel free to contact our Support Centre.

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I have some valuables worth over £500. How do I make sure these are covered?

You need to add any item valued at over £500 to your inventory for that item to be insured.

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Televisions, Monitors, Laptops and Tablets of any value must also be listed in the inventory. Otherwise the item will not be covered.

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You can complete your inventory, and add or change the items in your inventory, by following the simple steps at the top of this page.

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Need help? Please feel free to contact our Support Centre.

How do I lodge a claim?

Get your claim started by visiting our claims page.

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Our claims partner will receive your claim details, and will contact you if they need further details or documents.

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Please check your Policy Documents for the details on what you need to do before you submit a claim, and what documents you might need to have handy like your proof of purchase or policy report.