Questions On TalkCover Mobile Phone Insurance

About TalkCover

QuestionWho are TalkCover?

TalkCover.co.uk is a specialist provider of mobile phone insurance to UK consumers and small businesses. We are dedicated to providing the highest service to our customers.

QuestionHow can I contact TalkCover?

If you do not yet have a policy with us you can contact a member of our sales team using the contact form. If you have a policy with us you can call on 0871 222 1130, or if you would rather contact us in writing the address is TalkCover, Supercover Insurance Ltd, 602 Cumberland House, 80 Scrubs Lane, London NW10 6RF.

QuestionAre you regulated?

Yes. TalkCover is a trading name of Supercover Insurance Ltd, 602 Cumberland House, 80 Scrubs lane, London NW10 6RF which is authorised and regulated by the Financial Conduct Authority. SuperCover Insurance Ltd's FCA register number is 313806. You can check this on the FCA's Register by visiting the FCA's website http://www.fca.org.uk or by contacting the FCA on 0800 111 6768.

QuestionHow do I make a complaint?

We pride ourselves on the service we offer, however your right to complain is important to us. Should you wish to complain, please either write to us at TalkCover, Supercover Insurance Ltd, 602 Cumberland House, 80 Scrubs lane, London NW10 6RF, or telephone us on 0871 222 1130. We will do our best to resolve your complaint as quickly as possible. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

QuestionCan you answer some further questions?

Yes, we'll be happy to answer any questions that you have. Contact us here.

 

About TalkCover Mobile Phone Insurance

QuestionMy make or model of phone is not listed, can you still insure it?

Most likely yes. We make every effort to keep our model list up to date, but new models appear on the market all the time. Simply contact us here with your make and model of phone, and we will add it to our list very quickly. We'll then email you to tell you.

QuestionWhat is covered?

Attended theft, unattended theft (from secure premises or a secure vehicle - excluding commercial vehicles), loss (optional), extended warranty (for up to 5 years), the cost of fraudulent calls (up to £100), accidental damage (including water damage) and international cover (for 90 days in any year).

QuestionWhat is not covered?

Deliberate damage, failing to report the loss or theft to the appropriate authorities, failing to provide a valid proof of purchase (see making a claim).

QuestionCan any age of phone be covered?

No. The phone must be equal to or less than 12 months old when the policy is first taken out. You can then insure the phone with us for up to 5 years by renewing the policy.

QuestionCan a phone bought on eBay be covered?

No. We cannot insure any phone that was bought on eBay or any other online auction site.

QuestionIs there an excess to pay when making a claim?

Yes. If your claim is for an iPhone, the excess fee is £75 for any claim. For all other items, there is an excess fee of £40 for theft / damage claims and £60 for loss claims and £75 for international claims.

QuestionWho underwrites TalkCover mobile phone insurance?

All TalkCover mobile phones insurance policies are underwritten by UK General Insurance Limited on behalf of Ageas Insurance Limited.

QuestionDo I have to sign up for a minimum term (e.g. annual)?

Yes, we only offer annual policies. You can pay either annually by credit or debit card or monthly by direct debit. We offer 3 months FREE on consumer policies when paid in advance (excluding the Apple iPhone). At the end of the initial term we do not automatically renew the policy, but will contact you with the option to renew.

QuestionWhat if I change my phone?

We can simply transfer the new phone onto the policy. Contact us with your policy reference, the make, model, and IMEI number of the new phone as soon as possible. You must do this, if you do not your new phone will not be insured under the policy. Depending upon the replacement cost of the new phone there may be a change in premium, but there is no charge for changing the insured phone.

QuestionWhat is my phone's IMEI number, and how do I find it?

The International Mobile Equipment Identifier, or IMEI, is a unique 15 digit number given to all mobile phones. This number is used by the mobile networks to indentify phones, and to prevent stolen phones from being used.

To view your IMEI number press Press *#06# to view the IMEI number on your phone's keypad and a long number will be displayed on the screen of the phone, usually beginning 35 or 01. We require is the first 15 digits of this number, without any "/" or "-" characters.

You may also find it on a label on the back of your phone underneath the battery (again, ignore any "/" or "-" characters).

QuestionHow easy is it to make a claim?

We understand that being without a phone is difficult without the added problem of a long claims process. Follow our simple claims procedure. It can be done over the telephone or by email.

QuestionWhat proof of purchase do I need to provide when making a claim?

In order to make a claim we need you to provide a proof of purchase for your phone. The documents we require are one or more of the following: 1. A receipt from the original purchase of the phone, or 2. A contract agreement with your network provider, or 3. A dispatch note if the phone was posted out to you. Each of these have the details we need for your phone. If you do not have these and cannot get a copy of your contract agreement from your service provider, you can request they email our claims department directly (we cannot accept any forwarded emails.) with the following details: 1. Your name and address, and 2. The make, model and IMEI of your phone, and 3. The date of connection of the contract.

QuestionCan I cancel a policy?

Yes. The policy can be cancelled within 14 days of you receiving your insurance confirmation for a full refund of your premium. If you cancel after this period there is an administration fee of 25% of the annual premium (with a minimum fee applying of £10).

To cancel your policy write to us at TalkCover, Supercover Insurance Ltd, 602 Cumberland House, 80 Scrubs Lane, London NW10 6RF. Please include your full details and policy reference to assist us in processing your refund.

QuestionCan I view the mobile phone insurance policy terms and conditions?

The terms and conditions are available here.

 


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