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.

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 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.

Your gadget must be less than thirty six months old at policy inception and supported with a valid proof of purchase from a UK VAT registered company. Please be aware that your claim will be invalidated if the age of the gadget exceeds the age limit at the time of policy inception and/or you are unable to provide proof of purchase

1. This cover provides unlimited replacements and repairs per gadget during each 12 month calendar period of your policy and, in the event of a claim, your policy will be updated with the replacement gadget details
2. Details of any replacement of the gadget (IMEI/serial number) must be advised to us with proof of purchase in writing or by e-mail to us (support@loveitcoverit.com)
3. The gadget age must be less than thirty six months old at policy inception and supported with a valid proof of purchase from a UK VAT registered company who also provide a 12-month warranty
4. Second hand or used gadgets cannot be covered under this policy, unless such have been purchased either directly from the manufacturer or from a UK VAT registered company
5. Cover under this policy is subject to the payment of the premium by direct debit, credit card or PayPal and premiums being up to date other than during the cooling off period of 14 days where premium is not collected
6. You must be at least 18 years of age at the time of policy inception and a UK resident
7. Any claim which would be covered under any other gadget insurance policy
8. If we replace your gadget your policy is automatically updated to ensure cover continues and the damaged item becomes ours. In the event of a loss or theft claim if the gadget is returned or found you must notify us and send it to us if we ask you to
9. All other costs are specifically excluded that are directly or indirectly caused by the event which led to your claim unless specifically stated in this policy unless relating to airtime abuse for your gadget up to a maximum of £10,000

What is not covered

Applying to all sections of the policy, we will not pay for;

• any large scale manufacturer defect
• any claim where the Insured event occurs outside of the period of insurance
• any new claim for the gadget if there is already an ongoing claim which has not been finalised due to any outstanding referrals and/or is awaiting validation proof that has not yet been supplied
• the policy excess
• any claim where all reasonable precautions have not been taken or where your gadget has not been used in accordance with the manufacturers instructions
• any claim notified where pre-existing damage is evident and occurred prior to the inception of your policy
• any claim where the circumstances cannot be clearly identified i.e. where you are unable to confirm the date and time of the occurrence
• any loss or accidental damage where your gadget is not fitted with an active functioning SIM or where your network provider cannot verify the gadget has been in in active use since the inception of the policy and up to the event giving rise to the claim
• any claim where proof of usage cannot be provided or evidenced and must show the IMEI/serial number of the gadget on cover (only applicable where user history is available for your gadget)
• the cost of replacing any stored data or information including but not limited to tunes, songs, personalised ring tones, pictures, films, graphics, downloaded material or software whether arising as a result of a claim paid by this Insurance or otherwise
• theft or loss of the gadget where you have not notified your network provider and blacklisted it within 24 hours of discovery of loss or theft
• theft or loss of the gadget left unattended when it is away from your home
• any claim for theft of your gadget when stolen from a motor vehicle unless the gadget is out of view in either an enclosed compartment, boot or luggage space and the vehicles windows and doors are closed and locked and all security systems are activated. In the event of theft of your gadget from a vehicle we will require sight of a repair invoice in relation to any damage caused to the vehicle which must be supplied with your claim
• theft or loss of the gadget not reported to the police and/or Report My Loss within 48 hours and where you have not obtained valid crime reference number/reference
• any claim presented under loss as an alternative to an unsuccessful theft claim
• repairs carried out by third party repair centres not authorised or agreed for use by us
• correction of gadgets where inadequate repairs have been carried out by third party repair centres
• cosmetic damage that does not affect the functionality or operation of your gadget
• gradual deterioration of the battery
• any amount recoverable under any guarantee warranty or other insurance
• gradual deterioration, mechanical or electrical breakdown of the gadget or an internal cause affecting the smooth running or functionality of the gadget damage or loss of functionality caused by software viruses
• loss of use or any other related or connected loss the Insured may incur as a result of Loss, Theft or Accidental Damage to the gadget
• accidental Damage to the gadget caused by the Insured deliberately neglecting it
• any accessories that are not connected to the gadget at the time of an incident arising
• any modifications made to your gadget that have changed the way in which it operates from the original specifications
• any loss of your gadget, or loss of money expected from a transaction, from the sale or trade of your gadget
• loss, destruction or damage contributed to or arising from riots, strikes, civil commotion or any act of terrorism
• any process of heating, drying, cleaning, dyeing, alterations or repair to which the gadget is subjected to, and any damage caused by solar irradiation
• we will not provide cover, pay any claim or provide any benefit if doing so would expose us to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.

This policy is underwritten by Collinson Insurance (a trading name of Astrenska Insurance Limited). Astrenska Insurance is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846. Registered office: 3 More London Riverside, 5th Floor, London, SE1 2AQ, United Kingdom. Registered in England number 01708613. These details can be checked on the Financial Services Register by visiting: www.fca.org.uk.

Our products and services

We offer mobile phone and gadget insurance products suitable for those who wish to insure their devices against certain circumstance, such as but not limited to, Accidental Damage, Loss and Theft.

We do not give advice or personal recommendations in connection with gadget insurance. You will be presented with the terms and conditions of the product and appropriate premium. This allows you to decide how you want to proceed and whether this product meets your specific insurance requirements.

The capacity in which we act

When arranging this insurance, we always act as the insurer’s representative.

Our remuneration

You do not pay us a fee for arranging this policy; we receive commission from the insurer which is a percentage of the total annual premium.

Disclosure

You are responsible for answering any questions in relation to any proposal for insurance cover honestly and to the best of your knowledge, providing complete and accurate information which insurers will require. This also applies to your responses in relation to any assumptions you may agree to in the process of applying for insurance cover. This is particularly important before taking out a policy but also at renewal or of if you make a mid-term amendment to your policy.

You must check all details on any proposal form and pay particular attention to any declaration you may be asked to sign. It is important that you read all insurance documents issued to you and ensure that you are aware of the cover, limits and other
terms that apply. Particular attention must be paid to any conditions of the policy as failure to comply with them could invalidate your policy or mean that claims may not be paid.

You must inform us immediately of any changes in circumstances which may affect the services provided by us or the cover provided by your policy.

Insurance Premiums

We act as agents of the insurer in collecting premiums and handling refunds due to clients. In these circumstances, such monies are deemed to be held by the insurer(s) with which your insurance is arranged.

Cancellation Rights

If you have activated your month of free insurance, you can cancel at any time, and you won’t be charged.

If you subscribe, you may cancel your Device Insurance policy within 14 days of your paid subscription, and you will receive a full refund of any premiums paid. After the 14-day period you can cancel at any time by contacting us on 01702 568081, emailing us at cancellations@loveitcoverit.com or writing to us at: loveit coverit, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF.

Administration Charges

Pier Insurance doesn’t charge an administration fee for the setting up of your policies.

Complaints procedure

Should there be occasions when we do not meet your expectations, we are also obliged to deal with complaints thoroughly and professionally.

If you wish to register a complaint regarding the sale of your insurance, please contact us in one of the following ways:

In most instances, we’ll be able to address your complaint within the first few days of this being notified to us. On occasion, further investigation may be necessary, but we’ll provide you with a full written response to your complaint within eight weeks of notification.

If you are still not satisfied, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). For further information you can visit FOS website www.financial-ombudsman.org.uk.

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS) for our insurance mediation activities. You may be entitled to compensation from the scheme if we cannot meet our obligations. Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 (freephone) or 020 7741 4100 or www.fscs.org.uk

Claims handling arrangements

You should take note of the required procedures in the event of a claim, which will be explained in the policy documentation. Generally, insurers require immediate notification of a claim or circumstances which might lead to a claim.