FAQs

Whether you’re puzzled over policies, confused about cancellations or in a muddle over handset models, please feel free to browse our FAQs. We’ve tried to answer some of the most common queries as simply as possible.

If you’re still stuck however, please don’t hesitate to get in touch!

Frequently asked questions

Who provides the insurance?

loveit coverit insurance is arranged by Pier Insurance Managed Services Limited, which is authorised and regulated by the Financial Conduct Authority under Firm Register number 331798.
Our policies are underwritten by Inter Partner Assistance SA (IPA) which is fully owned by the AXA Partners Group. The Inter Partner Assistance SA Financial Conduct Authority register number is 202664.

Who are loveit coverit?

Working in partnership with AXA we are a trusted, specialist provider of mobile phone and tablet insurance policies direct to the consumer. loveit coverit is a trading style of Pier Insurance Managed Services Ltd.

Pier Insurance Managed Services Ltd is authorised and regulated by the Financial Conduct Authority. FCA registration no. 311798.

How quickly will I get my replacement phone after I claim?

We know that mobiles matter, which is why we’ll aim to get you yours within 24 to 48 hours of your phone insurance claim being approved.

What replacement phone will I receive? Will it be the same?

Where possible, your replacement phone will be the same make, model, and colour as before. If this is not possible, or it’s no longer produced, we will provide a phone that’s as close as possible to the original in terms of value and features.
Your phone will either be brand new or refurbished as new – you won’t be able to recognise the difference though. It will also have a warranty.

Will my replacement mobile phone or tablet be brand new?

Your policy is not a ‘replacement as new’ policy so all mobile phone or tablet replacements may be either brand new or refreshed devices – all devices will also come with a warranty.

The quality of refreshed devices is so high you won’t be able to tell the difference compared to the new devices. Although standards are extremely high, please note that refreshed devices may hold some non-original parts.

Is there a minimum or maximum cover period?

No, there is no minimum or maximum period of cover. If you choose to pay annually, we will let you know your cover is coming to an end two weeks before the renewal date. If you don’t tell us otherwise, we will automatically renew your phone insurance policy.

Can I insure an old device?

Yes, but all mobile phones or tablets must be purchased from a VAT registered UK supplier within the last 36 months (from the policy start date).

Does my device have to be genuine?

We only offer mobile phone insurance cover for genuine devices. That means if you have a non-genuine device then we won’t be able to cover it.

How much is my excess?

Your excess can be found in your Policy Excess documents.

Why do I have to pay an excess?

Unlike other insurance providers, we do not increase our premiums after you make a claim. Therefore, we ask that you pay the compulsory excess so we can keep our prices low for you. In the meantime, you can trust that we will handle your claim promptly and professionally.

Is there an age limit to insure a device?

To take out a policy for yourself you must be 18 years old or over and a UK resident. If you are under 18 years old, then a consenting family member can take out the policy on your behalf.

Can you cover my phone if I bought it from an auction site?

No. We only cover phones that have been purchased as new, or that have been refurbished by the manufacturer or network provider.

Do I still need insurance if I already have a manufacturer’s warranty?

You may have 12 months' coverage with your manufacturer, but this will usually only cover mechanical breakdowns. Cracked screens, liquid damage, accidental damage, loss, and theft are not included.

I bought my gadget on sale, can I still cover it for the full value?

Yes – loveit coverit will insure your phone for its market price. Even if you buy it with a discount from your network provider, we’ll still replace it with an identical or similar model.

Do you cover cosmetic damages?

Your phone is only covered for damage if it stops the device from functioning normally. We will cover cracked screens, but scratches, dents, and everyday wear and tear do not qualify for repair or replacement.

Do you back up any information on my gadget?

loveit coverit insurance will only cover your gadget, not the contents. Any pictures, apps, music and downloads should be backed up regularly by the phone owner.

Is there a limit to how many times I can claim?

You will need to check your policy details, but we now provide unlimited claims for loss, theft and damage during each 12-month calendar period of your policy.

Who does my policy cover?

It is possible for parents to insure their children’s phone on their behalf. The cover of your gadget will apply to you as the person who purchased the policy and your immediate family. This includes your mother, father, son, daughter, husband, wife, partner, brother, sister, grandparent or grandchild that permanently lives at your given address.

My iPhone does not appear on your list. Does this mean I cannot insure it?

No. Whilst every care is taken to ensure that our list is complete and up to date, the iPhone market changes very often. Please contact us to give us the details of your iPhone model, and we will confirm if it is a model we can cover.

What is loss cover?

If your phone has vanished without a trace, our loss cover will make sure you’re not left out of pocket. At loveit coverit, we include loss in our premium policies.

Where are the Terms and Conditions for my insurance policy?

These were sent to you by email upon completing your purchase. These are also available online at our 'Terms and Conditions' page.

Who takes the money from my account or credit card?

We will appear as Pier Insurance on all banking statements.

My mobile phone has stopped working – what should I do?

First, make a claim, and if the issue falls within your Terms & Conditions we will advise you about the next steps. If your mobile phone or tablet has simply stopped working, you should contact the manufacturer as the issue is likely to be covered under the manufacturer’s warranty.

My handset is lost or has been stolen – what should I do?

Don’t panic – notify your network provider and let them know so you can have your mobile phone or tablet barred to protect your minutes. Then report the loss or theft to the police within 24 hours, and make sure to obtain the crime reference number. Finally, get in touch with us either by completing the online claim form or by contacting us by email - support@loveitcoverit.com.

How do I make a claim?

You can notify us of your claim by completing the claim form or emailing support@loveitcoverit.com.

What do I need to do to support my claim?

You will need to provide your proof of purchase. This must include the date of purchase, IMEI or serial number of the mobile phone or tablet, and be in your name.

What is considered acceptable proof of ownership?

Acceptable proof of ownership includes a till receipt or documentation from any online purchase or from your network provider. We may decline your claim if you do not have any valid proof of ownership.

What is my phone’s IMEI number and where can I find it?

Your phone will have an IMEI (International Mobile Station Equipment Identity) number. It can be found by dialling *#06# on most phones. You can also find it printed inside of the battery compartment of your phone.

If I need to send in a damaged handset where should it go?

First, make a claim and we will provide the necessary guidance to get your device to the best possible repairer. Just make sure you remove the SIM card, battery and any other accessories before you send it away for repair.

What if I am not happy with my replacement gadget?

While we always aim to provide complete customer satisfaction, we understand that sometimes things don’t turn out the way we expect. In these cases, we would love to hear from you so that we can understand what went wrong and how to improve our service.

I have found my device and no longer need to claim!

Great! Please share the great news with us and we will ensure that your claim is withdrawn. If a replacement has been sent, send it back in the original box and any excess that may have been paid to us will be refunded to you immediately.

Who is loveit coverit insurance designed for?

Our cover is designed for proud gadget owners that do not already have such insured with another provider, but want to be able to cover the costs should their gadget need to be repaired or replaced outside of the manufacturer’s warranty. A Policy Excess will also be required for every successful claim, and limitations and exclusions apply.

I have just changed / upgraded my mobile phone or tablet. How do I update my policy?

Please email our Customer Support on support@loveitcoverit.com with your policy number and the make and model of your new phone. We will then update your policy schedule.

I have missed a payment – what should I do?

Contact us immediately so that we can reinstate your policy and ensure that your mobile phone or tablet remains on cover. Otherwise, you may find we will not consider any claims during the period.

I have moved – should I let you know?

Yes, please contact us and we can then send out an updated policy schedule for your own records.

If I repair the gadget myself, will loveit coverit pay for the costs?

Our goal is to ensure that your gadget is repaired to the highest possible standard, which is why we will not reimburse you for any repairs you do yourself. We only use our specialised and approved repairers who can confidently assess the damage to your device. This helps us to decide whether to repair or replace the phone.

How do I cancel my policy?

You may cancel your policy at any time by emailing support@loveitcoverit.com.

How do I make a complaint?

Naturally, we pride ourselves on the quality of our service, and the products we offer. However, should you need to make a complaint, please send an email to support@loveitcoverit.com.

My question has not been answered by the FAQs. Is there someone at the end of the phone who I can ask?

Yes! Please email us at support@loveitcoverit.com and we will be happy to help.

What’s not covered?

Please check through both the Policy Excess, and IPID (insurance product information document) to check for what is not covered by your policy.