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Here's the top questions we get asked.

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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.

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.

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.

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 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.

Please Contact Us, and we can help you to update your policy.

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.

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.

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.

Should circumstances change, please contact our Customer Support team.

How do I make a claim?

Get your claim started by using our online portal at

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

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