Help Centre > Support > What else do I need to know about the claims process?

What else do I need to know about the claims process?

  • Repairs may be made using readily available parts, or we may provide refurbished products which may contain parts, which are of similar or equivalent specification, and which may include unbranded parts.
    This policy is provided in addition to any manufacturer’s warranty that applies to your mobile phone (“applicable manufacturer’s warranty”).
  • Nothing in this policy is intended to affect your rights under the applicable manufacturer’s warranty or your statutory rights. If any repairs authorised by us under this policy invalidate the applicable manufacturer’s warranty, we will repair or replace your mobile phone, as necessary, in accordance with the terms of the applicable manufacturer’s warranty for the unexpired period of the applicable manufacturer’s warranty
  • Where we replace the mobile phone the replacement may be a remanufactured (not brand new) device
  • If we are unable to replace your device with the same make and model, we will contact you to discuss an alternative claim settlement
  • If any lost, stolen or damaged items are recovered after the claim is approved, they shall become the property of the insurer and must be returned to us immediately. Damaged mobile phones, parts and materials replaced by us shall become the property of the insurer