Fraud Policy

If a claim is presented under this insurance with the intention of being misleading or fraudulent and/or is supported with false documents your policy will become void from inception and your rights to any benefit under this insurance will end immediately.

Additionally if we identify fraudulent activity we reserve the right to cancel any policy you have with us and record your details against our records for fraud prevention purposes.

We also reserve the right to provide your details to fraud prevention agencies as well as Law enforcement agencies as appropriate.

In the interest of our Customers we are a member of the Telecommunications UK Fraud Forum and validate all claims against Police, Mobile Operators and other UK monitoring systems through various claims validation platforms which are then further validated by Recyclers operating under the Mobile Phone Recyclers Charter.

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.

Who takes the money from my account or credit card?

We will appear as Pier Insurance on all banking statements.

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.

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.

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.

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.

How do I cancel my policy?

You may cancel your policy at any time by emailing 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.

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.

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.

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.

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.

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