What to do in the event of a claim

Here at loveit coverit we know that being without your gadget 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 gadget as quickly as possible.

Contact methods

At loveit coverit we appreciate everyone is different so we provide various ways to notify your claim so that you can choose the one that suits you – our super friendly team are also here should you need us!

Please don’t hesitate to contact us by clicking here. Do bear in mind that there may be a slight delay in responding which will be dependent on volume and should you require any guidance or support do contact us and we would be happy to assist.

If you would like to email us please use support@loveitcoverit.com

A few simple steps

  1. Tell us about your claim as soon as possible by clicking here and in any event within 48 hours of discovery or by contacting our team at support@loveitcoverit.com
  2. Once you have told us about your claim, it will be assigned to 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 by contacting our team by clicking here 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?

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.

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 or call us at 01702 568081 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.