Frequently Asked Questions

We think other insurance companies are broken; we are different and better. This is why. At SO-SURE, we believe insurance should be easier, fairer, and better value for honest people, and that's why we've developed smart anti-fraud tech to keep costs down for you.

We give great value, excellent customer service and a fair deal.

• Fast, fair and easy
• Better Insurance
• Instant cover from purchase
• Hassle-Free Claims
• Excellent Customer Service
• Low excess from just £25
• We aim for 24-72 hour replacement or repair once your claim is approved
• No proof of purchase required upfront when you use our SO-SURE app to validate

You can cancel your policy by contacting our customer service team through our customer support chat or by emailing support.

We will automatically bill you every month using the same credit/debit card you used to start your policy.

Or you can set up a Direct Debit when you purchase a policy (only for Mobile phone insurance now).

We charge you on the date of the month when you bought your policy, i.e. the 16th of every month. Except if you started your policy on the 29th, 30th, or 31st, in which case we will bill you on the 28th of each month

If you have a failed payment email from us and you have not changed your banking details please email us here support or contact us on our Customer Support Live Chat so we can assist you.

We are currently unable to change the billing date if the payment method is Direct Debit.

If you would like to cancel your policy please contact us on our Customer Support Live Chat or email support.

No, sorry, you can't. If you have had a successful claim with us, you are bound by the policy contract and terms and conditions and must pay until your policy has expired, which is 1 year. If your claim is in review, you can withdraw your claim and cancel your policy.

Yes you can, we get that circumstances change and that's why we don't charge cancellation fees. If you would like to cancel your policy simply contact us on our Customer Support Live Chat or email support.

By law you automatically have 14 days from purchase to which if you change your mind and want to cancel you will receive a full refund within this period.

To amend your personal details including change of address please contact us on our Customer Support Live Chat or email support.

If you would like to discuss your payments, you can do so by contacting our customer service team through our customer support chat or by emailing support.

You can contact us via:

• Online Live Chat Monday to Friday 9am-5pm.
• Live Chat is not available on bank holidays.
• Emailing us at support

Your excess can be as low as £25 when you validate your phone with our app.

Download our app and prove to us your phone is in good working order and your screen isn't cracked by taking a selfie of your phone, and you might reduce your excess.

Depending on your policy, validating your phone may be mandatory.

Excess levels are affected by make, model and memory size and might be higher for the latest, more-expensive new handsets- check your quote for more details.

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. If you change your handset, you must call us to update your policy with the correct details.

For Android users:

The easiest way to find your phone's IMEI number is to simply dial *#06# if you're on an Android device.

If you're still having trouble, then you should be able to find it in Settings > About phone > Status > IMEI information.

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.

For Apple users:

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 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.

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

Yes! If you pay yearly, you get two months discount.

Yes, you can take out insurance on a second-hand phone.

The phone needs to have been initially sold in the UK or European Union market before your purchase (e.g. we don't insure models sold in China).

We only insure phones where the original manufacturer sold that model in the United Kingdom or European Union.

If your approved claim requires a mobile phone replacement, we will do our best to replace it with an identical fully refurbished device. Should this not be possible we will replace it with a fully refurbished device of a comparable specification or the equivalent value. Please be aware that it may not always be possible to replace your mobile phone with the same colour.

We aim to repair your device within 24-72 hours once your claim is approved. However, some repairs may take a little longer. Rest assured, we are obsessed with getting you up and running quickly.That's why it will be a few days compared to a few weeks with some of our competition. If your screen is cracked. No worries, we've got your back.

All refurbished devices come with a warranty provided by the supplier of that refurbished phone. This warranty varies by device and supplier, but all phones come with a minimum warranty of three months, and over 80% of supplied phones have a 12-month warranty.

Unfortunately, we cannot cover devices for children or anyone under the age of 18.

Our policy is designed for careful people and this enables us to reward our customers unlike other insurers, therefore we do have to impose some restrictions as to who can get insured with us.

Should you have purchased a policy for someone under the age of 18 and you are not the primary user, we reserve our rights to cancel the policy in line with our Terms and Conditions.

You may purchase a policy on someone's behalf with their explicit consent, however the policy must be in the name of the primary user of the device.

Should circumstances change, please contact us on our customer support chat or email support.

We believe that trust starts with us being straight with you about what is covered and 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 companies do.

Your level of cover depends on the policy you have selected, but could include:

• Loss & Theft
• Accidental Damage
• Out of warranty breakdown
• Travel globally travel for up to 90 days
• Accessories up to £100 with a loss or 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

Excess: You need to pay a contribution every time you make a successful claim. We call this the excess. Reduce your excess by validating your phone with our app as soon as you can.

Theft, loss, accidental damage or breakdown where you have knowingly put your mobile phone at risk and/or have not taken care of it is not covered.

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 consider the specifics of your situation as, after all, we are here to have your back if something bad happens

For further details on all of the above, please refer to the full policy terms and conditions.

Use our app to validate your phone and reduce your excess fees.

Use the SO-SURE app to do this. It is easy, fast and saves you a lot of hassle.

Accidental damage is when something happens to your phone that is entirely out of your control.

Usually, it is something that other insurance companies try to add-on to your existing plan for an extra fee - 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 of 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 kids breaking your stuff.
• Damage caused by pets: We all love animals, but they sometimes tend to break our stuff. It would be smart 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.

• Cosmetic damage: If your phone has a few scratches but still works perfectly, 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, 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 happened before we started looking after you doesn't make much sense.

When you purchased your policy, you confirmed that your phone was in full working condition and without a cracked screen. If you failed to accurately disclose your phone's condition, we might exercise our right to cancel the policy and report any instance of fraud to the police. We take fraud very seriously (it costs us all money) and do prosecute. If you think you might have purchased your policy by mistake, you can cancel your policy today, and we will fully refund your premium.

If you are in any doubt, please email support or contact us on our customer support chat.

Please contact our customer support chat and we’ll sort this out for you.

No. We reduced the excess on your old phone when you showed us that it was in working order via the validation 'phone selfie' in our app

You will need to validate your new phone in the same way to reduce the excess on your upgraded policy.

No, as your upgraded policy is for your new phone, the old phone won't be covered anymore. If you want both phones to be covered, you should keep your current policy and buy another one for the new phone.

You can download the SO-SURE app from the Apple App Store or the Google Play store. Just click on the relevant store for you:

1. Open the SO-SURE app
2. You will be presented with a pop-up on your dashboard and you will need to tap 'Reduce my excess now' (If you do not receive a pop-up, please tap 'My excess' tab on the dashboard
3. A pop-up will appear asking for permission to use the phones camera, tap 'OK' and then 'Reduce excess' to proceed
4. In the next screen read the 'Step by Step Guide' to understand what you need to do and then tap 'Next'
5. Once you've reviewed the instructions tap 'I know what I'm doing' to proceed to the next screen
6. A pop up will inform you to hold your phone up to a mirror and tap 'OK' to continue
7. The QR code will appear on the screen and you will be able to take the phone selfie in a mirror
8. Once you've taken your photo tap 'Done' to complete

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 phone's position, go slowly back and forward. You can tilt the phone slightly as well. You should also see a little preview from the camera when the phone is held up, so make sure the camera sees the QR Code.

Then review the photo displayed, ensure that your entire phone is visible and if it is, submit the image; otherwise, try the process again.

Our excess can be as low as £25 when you validate your phone with our app. Do it as soon as possible.

Download our app and prove to us your device is in good working order and the screen isn't cracked by taking a selfie of your phone!

WARNING If something unfortunate happens and you haven't validated your phone with our app, you will need to pay up to £100 extra for any loss, damage or theft claims. It really makes sense to validate your phone.

Excess levels can vary by make, model and memory size of phones and might be higher for the latest, more-expensive new handsets- check your quote for more details.

If your picture is rejected, your phone screen is damaged, or we can't clearly see the image, your phone can’t be validated. If it is clearly damaged, your policy will be immediately cancelled as buying an insurance policy with a pre-damaged phone is a fraud and an offence.

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.

Our claims process is as easy as 1,2,3...

1. Get your claim started quickly by using our online portal
2. Our UK based claims team will review your claim and call you to request further details or documents (if necessary). We aim to do this within a matter of business hours
3. 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

If you validated your phone using our app before your claim, you do not need proof of purchase. If you don't do this, you must have 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. 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 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.

That's a great question. We aim to process your claim as quickly as possible. Within 2 hours is our best. However, please note that we cannot begin to process a claim until we have received all the requested supporting documentation.

During our work on your claim, we might ask you for additional documentation.

Not fully providing all the required supporting documentation will delay your claim's assessment, which will delay the repair or replacement.

Once we have the fully completed claim form and all required 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.

Some of the most common documentation we ask for is:

• Proof of purchase unless you validated your phone with our app
• Usage report from your network
• Police report if stolen or lost
• File a report online at Immobilise.com

Yes, of course, you can. We insure home contents if you rent or own where you live.

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

We believe that trust starts with us being straight with you about what is covered and not covered.

Your cover depends on the policy you have selected but could include:

• Loss & Theft
• Accidental Damage
• Personal liability
• Damage by pets
• Out of home loss or damage
• Fire
• Flooding
• Robbery

If you have a valid claim, we'll have your back, and we won't hide behind the small print, unlike some insurance companies do.

Your Excess: You need to pay a contribution when you make a successful claim. Reduce your potential excess by completing your inventory of the high-value items you own with our app. Do it as soon as possible.

We do not pay for items when they wear out or breakdown – 'my TV stopped working' – and we won't cover deliberate damage – 'I threw my TV down the stairs'. If you give things to someone else willingly and they never return them, we don't cover that

When you sublet your home in any way, either long-term or short-term (for example, through Airbnb or Booking.com).

Any pre-existing loss or damage that happened before your policy started.

Failure of computers and electrical equipment caused by computer viruses.

Loss or damage when it has been more than 60 days since you last slept at your home regularly (which doesn't include occasional visits or stays).

Use our app and validate your high-value items, like laptops, tablets, and TVs, to reduce your excess fees.

You will need to validate and add to your personal inventory all items worth more than £500 to make sure they are covered. Use the SO-SURE app to do this. It is easy, fast and saves you a lot of hassle.

We aim to process your claim as quickly as possible. Please note that we cannot assess your claim until we have received all the requested supporting documentation.

During our work on your claim, we might ask you for additional documentation.

If you do not provide all the required supporting documentation when requested, it will delay your claim's assessment, which will delay any settlement.

Once we have your 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.

Some of the most common documentation we request are:

• Proof of purchase
• Police report if there has been a burglary

We may ask for proof of purchase when you claim. This is done on a case by case basis.

The proof of purchase must provide evidence that you own the item. The proof of purchase must include the make and model of any high-value electronics you claim for. If you cannot provide this evidence, your claim may be rejected.

Download the SO-SURE app from the Apple App Store or the Google Play Store. Just click on the relevant store for your phone below:

With the app, you can:

• Create an inventory of your possessions
• Send and receive links for your reward pot
• View your reward pot value
• Lower your excess by completing the inventory
• View your Policy and Documents
• Start a claim

As the SO-SURE app is only available on UK app stores, please ensure that your account is set to the UK before attempting to download the app.

If you continue to have issues with downloading the SO-SURE app, please check that your mobile has the latest software update. Sometimes older software can prevent apps from being downloaded successfully.

If you are having issues with logging in to the SO-SURE app please double check that you have used the correct mobile number or email when logging in. It’s easy to mistype a digit or letter when typing fast!

If you continue to have problems with logging in, it could be down to an account linking issue, and in this case, you’ll need some technical support. Please get in touch with our customer service team through our customer support chat or by emailing support.

You can contact us via:

• Online customer support chat Monday to Friday 9am-5pm.
• Live Chat is not available on bank holidays.
• Emailing us at support