What to do in the event of a claim

Here at loveit coverit we know that being without your phone can be difficult enough without battling against lengthy and complicated online claim forms.

Our claim process has you, the customer, at its heart. We make things easy and straightforward so you can be reunited with your device as quickly as possible.

Contact methods

Thanks for your interest in loveit coverit. Given the current situation regarding Covid-19 we have taken the decision to restrict communication to the business by email only at this point to support the remote working requirements that the Government introduced under the new Social Distancing guidelines.

Please don’t hesitate to contact us using the email address below and one of our team will be happy to assist you – do bear in mind that there may be a slight delay in responding which will be dependent on volume.

Email support@loveitcoverit.com

A few simple steps

  1. Tell us about your claim as soon as possible and in any event within 48 hours of discovery by emailing support@loveitcoverit.com
  2. Once you have told us about your claim one of the loveit coverit Customer Care Team will guide you through the process to ensure your claim is promptly handled and to ensure you know what documentation you require to support your claim
  3. Once your claim has been approved and your excess paid your gadget will be repaired, or replacement sent, should it not be repairable (or of course if it has been lost or stolen)

If your gadget has been lost or stolen there are a few additional steps that you will need to follow:

  1. Advise the police within 48 hours if there has been loss or theft of your gadget and obtain a crime reference number. You must also inform your network provider within 24 hours of discovery of loss or theft so that they can place a block on your gadget.
  2. Advise us via email, support@loveitcoverit.com and we will then provide you with a password protected link to our claim form portal.
  3. Provide at your own expense a fully completed claim form and all details and evidence as may be reasonably required within 30 days of receipt from the incident date. We will not proceed with your claim until all required information has been supplied but once we have all the required claim form and supporting documentation we will confirm our decision on your claim and guide you through our repair or replacement process. Where you are making a claim for accidental damage, liquid damage or mechanical breakdown you may be asked to send your gadget to us. You will be responsible for the cost of posting your gadget to us.
  4. In the event of a claim you must be able to provide proof of usage from your network provider that confirms your gadget has been in use since policy inception and up to the event giving rise to your claim.
  5. in the event of loss or theft you must notify the appropriate air time provider within 24 hours of discovery and blacklist your handset, or mobile network enabled gadget

There are certain requirements that will assist us in assessing your claim and we have added a helpful guide to support you during this claim process;

Accidental and Liquid Damage Claims

  1. Proof of purchase – this should show both the IMEI/serial number of the gadget purchased along with the date/time as well as the store it was purchased from.
  2. Pin number – our engineers will require this to complete quality assurance testing once the repairs have been completed.

Removing Find My iPhone from your gadget (Accidental and Liquid Damage claims)

Step 1. Go to “Find My iPhone” on iCloud.com.
Step 2. Click “all devices”. Select the device.
Step 3. When the device is erased, click “Remove from Account”.

Loss and Theft Claims

  1. Proof of purchase – this should show both the IMEI/serial number of the gadget purchased along with the date/time as well as the store it was purchased from.
  2. Crime Reference number – please visit either www.reportmyloss.com, www.virtualbumblebee.co.uk or www.immobilise.com to report the loss/theft
  3. Proof of Barring – your network provider will be able to provide you with this document
  4. Proof of SIM card replacement – when you order a replacement SIM card the document from your Network provider would be sufficient.

Placing Find My iPhone into ‘Lost Mode’ (Loss and Theft claims)

Step 1. Go to “Find My iPhone” on iCloud.com.
Step 2. Click “all devices”. Select the device.
Step 3. Click Lost Mode
Step 4. Add the following message Please contact loveit coverit if found

Removal of a Google Account from your gadget

Step 1. Go to “Settings” > “Accounts”. Select “Google” and select the account you want.
Step 2. Tap the menu icon. Select “Remove account”.
Step 3. Click “Remove account” on the pop up and confirm to delete your Google account from Android.

Note – removing the account will delete all of its messages, contacts and other data from the gadget.

Frequently asked questions

Who provides the insurance?

The insurance is arranged by Pier Insurance Managed Services Limited and is authorised and regulated by the Financial Conduct Authority under Firm Register number 311798.

This policy is 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.

If I make a claim, when will I receive my replacement mobile phone or tablet?

We understand that speed is of the essence when you are without your mobile phone or tablet. For that reason, we aim to have a replacement device in your hands within 48 hours of a claim being approved.

Will my replacement mobile phone or tablet be the same model as the one I had?

Once the claim has been agreed, we will try our hardest to replace your cherished device with the same make, model and colour, and send it to you as quickly as possible. If your device is no longer manufactured, we will provide the nearest comparable model in a speedy and efficient fashion.

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 and maximum period of cover?

There is no minimum period of cover. However, when you purchase annual cover we will contact you approximately two weeks before your renewal date and offer to renew the policy. If you do not tell us that you wish to cancel your policy, we will automatically process your renewal.

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).

Can I insure non-genuine devices?

No. Non-genuine devices are not covered by our policies. However, we do provide cover for refurbished devices that come with a manufacturer’s warranty or the original proof of purchase (if the device was bought second-hand).

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.

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.

How do I make a claim?

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

What is my username?

Your username is the email you used when you initially set up your policy.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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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