surefone relax - you’re covered customer services: Welcome to your mobile phone insurance 0870 010 1303 bought to you by surefone, The Sun’s online: chosen insurance partner for pay-as-you-go www.surefone.com/sun mobile phones. The
These terms and your certificate should be read as one document. Words or expressions that have a particular meaning are shown in bold type and shall have the same meaning wherever they may appear. surefone has been arranged on your behalf by Policy Administration Services Limited, who deals with the administration of this insurance, including the collection of premium and the handling of claims. surefone is a product that is governed by these terms and conditions. The terms and conditions provide for (i) the insurance that we have arranged on your behalf with the insurer, for which you pay a premium; and (ii) the service agreement with us which governs the provision of the services, for which you pay a service charge. All elements of service provided by us, and insurance cover provided by the insurer, are subject to the terms and conditions, which may be changed in certain circumstances, upon giving 30 days’ notice in writing to you at your last known address. Acceptance of cover is at our discretion. Your policy is based on the information you gave to us verbally or otherwise about you and your personal details when you applied for the insurance. These details are confirmed on the certificate. The terms detail what is covered and what is not covered, how claims are settled and other important policy information. Our part of the contract is as follows:
(the UK’s No.1 provider of mobile phone protection across all networks) has designed this policy to cover you against the most
Cover applies to one pay-as-you-go phone up to a maximum retail cost of £150. Cover is available providing that payment has been received in advance. Cover will cease 12 months from the date of purchase.
common mishaps that can happen to you
Where we attach a special meaning to a word it is shown in bold type.
and your mobile phone.
We will handle claims on behalf of the insurer.
Please take a few minutes to read through this leaflet, keep it in a safe place, then sit
You must pay for the 12 months’ cover in advance.
You must retain the proof of purchase for your mobile phone and provide it at the time you claim.
5,000 mobile are stolen from cars each week Source: Autoglass Report. During 2003, 49% of all street crime in London involved a mobile phone Source: Metropolitan Police Report. 2.9 million phones are broken every year Source: Continental Research Mobile Report.
F What will happen when your claim is approved
The cost of the policy is detailed below. This is a single payment which will cover you for 12 months or one successful claim.
The contract is written in English and all communication by us with you will be in English. A Definitions
Insurance Premium Service Charge Total
You have 14 days in which to contact our Customer Services team and cancel your policy and receive a full refund. The full payment will be retained if a claim has been made during that period or if the policy is cancelled after 14 days. You must ensure that all payments due to us have been made without deduction or set-off. You must adhere to all of the conditions detailed in these terms. The phone stated on the certificate must be the property or responsibility of the customer stated on the claim form (you), members of your family or staff employed by you. You will be unable to change or transfer the cover on the phone once the policy has commenced. If the phone is no longer in your possession the cover will cease. Your cover is not transferable.
You can request another copy of these terms. They are also available in large print, audio and Braille versions. If you would like a copy in any of these formats, please call Customer Services on 0870 010 1303 or write to: Customer Services Policy Administration Services Limited PO Box 290 CREWE CW1 6YF
£12.99 £ 7.00 £19.99
Replacement phones will come from available stock (which may be refurbished). If the same model is not available, the replacement will be of a similar specification and quality, which will be determined by us. It may not be possible to connect you to the same mobile phone number.
We will arrange for the repair or replacement of your phone at our discretion.
If you need to claim as a result of an incident outside the UK, your phone will be repaired or replaced once you return to the UK.
Insurance Premium Tax is included in the insurance premium.
Damage due to wear and tear, depreciation or gradual deterioration.
Damage due to any process of cleaning, adjustment, repair, maintenance, or dismantling.
Installation, removal, or subsequent relocation of the phone in a vehicle, or any electrical or mechanical breakdown as a result of such. Theft, damage or breakdown to your phone if it was purchased with an airtime contract or purchased SIM-free.
Administrator/Administration Policy Administration Services Limited (FRN 307406) and the services provided to the policyholder. Contact details can be found on the back cover.
The cost of cosmetic repairs.
If any stolen equipment is recovered after the claim is approved, it shall become the property of the insurer and must be returned to us immediately.
Certificate Certificate of Mobile Phone Insurance and Service Agreement.
The cost of replacing or repairing your phone, subject to a valid claim, up to a maximum retail price of £150. The retail price is that stated on your proof of purchase.
Theft, damage, or breakdown caused by war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, or insurrection by military or usurped power.
The cost of replacing your phone as a direct result of theft whilst you are in the United Kingdom, the Isle of Man, or the Channel Islands.
Damaged phones, parts and materials replaced by us shall become the property of the insurer.
10. Theft, damage, or breakdown arising out of any wilful act or negligence of the user of the phone.
The cost of replacing your phone as a direct result of theft elsewhere in the world providing your phone has been enabled to operate outside the UK.
The details of phones reported stolen will be submitted to the Central Equipment Identity Register to prevent further use.
The cost of repairing your phone (or replacing it if your phone cannot be repaired) where accidental damage, water and liquid damage, or malicious damage has occurred.
Once your claim is approved, cover ends under the terms and conditions of this policy. Please remember to purchase a new policy to ensure continuous cover.
G Important things that you must do
12. People who are not registered as permanent residents in the UK.
Use the phone in accordance with the manufacturer’s instructions.
The cost of repairing your phone (or replacing it if your phone cannot be repaired) where damage has been caused by electrical or mechanical breakdown.
13. Any consequential loss incurred by you during the administration of the policy or at the time of a claim.
Take reasonable care to prevent theft of, or damage to, the phone. If it is considered that you have not done so, your claim may not be accepted.
One approved claim or a period of 12 months from the date of purchase; whichever occurs first.
Advise us if any of your personal details change.
Inform us of any theft or damage covered under your policy within the given timescales.
Electrical or Mechanical Breakdown The actual breaking or burning out of any part of the phone caused by, or arising from, internal electronic, electrical or mechanical defects, or defective or faulty materials, or workmanship, causing stoppage of normal operation and necessitating immediate repair or replacement before normal operation can be resumed. Excess The first £12.50 of a claim, which you have to pay. The amount is shown on your certificate. IMEI Number The unique serial or identification number that we will use to identify your phone.
C The policy provides cover for:
D How to make a claim Incident Any event that may lead to a claim being made for repair or replacement of the phone. Any incident involving a crime must be reported to the Police. You must obtain a crime reference number. Insurer London General Insurance Company Limited (FRN 202689). details can be found on the back cover.
To make a claim:
H Theft and damage
Cover will not be provided for:
Mobile Phone/Phone Your handset and SIM Card specifically identified by the IMEI number. The handset must have been purchased as part of a pay-as-you-go package, and not SIM-free or as part of an airtime contract. Proof of Purchase The till receipt provided at the point of sale that details the phone purchased, or similar documentation that provides proof that you own the phone. If you do not have the till receipt we will estimate the retail price of your phone. Service Charge The amount payable by you, under the terms, to the administrator for their services. Services The work the administrator undertakes on your behalf in arranging the insurance and acting as an intermediary between you and the insurer. SIM Card The card carrying your subscriber identity, the use of which, in conjunction with the phone, enables services to be charged to your account. We/Us/Our Refers to the administrator. You/Your/Policyholder Refers to the customer named on the certificate.
visit our website at www.surefone.com/sun to register your claim online or
Loss of your phone.
Theft of your phone from your motor vehicle, unless secured in the glovebox or locked boot. The vehicle must be locked and all security devices activated. Damage must be caused by the thief and evidence provided with your claim. Cover will not be provided if the vehicle cannot be secured against unauthorised entry.
contact Customer Services on 0870 010 1303 Monday-Friday Saturday & Sunday
Your part of the contract is as follows:
back and relax; we’ve got it covered. 1.3 million phones are stolen every year Source: Continental Research Mobile Report.
We will hold money on behalf of the insurer.
Under English law, you and we may choose which law will apply to this contract. English law will apply unless both parties agree otherwise in writing prior to policy inception.
Please have your mobile phone number and IMEI number to hand.
Theft of your phone from any unattended building or premises unless damage was caused in gaining entry to, or exit from, the premises.
Theft of your phone where it has been left accidentally or deliberately in a public place or a place to which other people have access.
Theft of, or damage to, your phone where it has been passed to someone else.
If your phone is stolen, please: 1.
inform the Police and ask for a crime reference number
call your airtime provider to bar your SIM Card
E Conditions on making a claim 1.
You must register a claim within 48 hours of discovering any incident for which you wish to claim by visiting our website or by contacting Customer Services.
You must inform the Police within 24 hours of discovering any theft or malicious damage for which you wish to make a claim, and obtain a crime reference number from them.
You must complete and return the claim form to us within 14 days of receiving it, ensuring that you have followed the procedure detailed on the claim documentation.
You must provide your proof of purchase with your claim form.
You must return your damaged phone to us for inspection before your claim will be assessed. You must send your phone by secure means, as described in the claim documentation. The phone remains your responsibility until we have received it.
You must ensure that no one but the administrator’s approved agents carries out repairs to, or maintenance of, the phone.
The cost of unauthorised use of the phone.
I Electrical or mechanical breakdown Cover will not be provided for:
14. Loss or corruption of data, images, games, logos, wallpaper, videos, or downloads due to theft of, or damage to, your phone, or damage caused by a computer virus. It is recommended that you keep a backup copy of all data. K Cancelling the policy 1.
You may cancel this policy within the first 14 days after receiving these terms and receive a full refund. You should contact us on 0870 419 0556 to cancel the policy. If you cancel this policy after the first 14 days, the cancellation will take immediate effect and any payments made will be retained.
We may cancel this policy with immediate effect by registered letter to you at your last known address in the event of you submitting any fraudulent or inaccurate information, or for any other valid reason. Any refund will be at our discretion.
L Fraud Identity fraud is a serious problem in the UK. Your details will be used to help prevent fraud of this nature occurring to you.
The contract between you and us is based on mutual trust. If you (or anyone acting for you):
Where the IMEI number cannot be determined from your phone.
make a claim under the policy knowing the claim to be false or fraudulently exaggerated in any respect;
make a statement in support of a claim knowing the statement to be false in any respect, or submit a document in support of a claim knowing the document to be forged or false in any respect; or
You must pay the excess of £12.50.
Where your proof of purchase cannot be provided.
we shall not make any return of payments made for cover and we may, at our option, cancel the policy;
we may be entitled to recover from you the cost of any claim already paid under this policy (if necessary the cost may be recovered through the instigation of court proceedings);
we may be entitled to recover from you the cost of any investigation into a fraudulent claim under this policy (if necessary the cost may be recovered through the instigation of court proceedings);
we may inform the Police, Government or regulatory bodies of the circumstances.
M Enquiries/Complaints We will always be fair and reasonable when handling your policy or claim. Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem. We will do everything possible to ensure that your query is dealt with promptly. The easiest way to contact us is to call our Customer Relations team on 0870 411 4705. Alternatively, you can write to us at the following address: Customer Relations Department Policy Administration Services Limited PO Box 290 CREWE CW1 6YF Please quote your phone number in all correspondence. Our staff will attempt to resolve your query immediately. If this is not possible, we promise to acknowledge your query within 5 working days of receiving it. In the unlikely event that your query has not been resolved within 4 weeks of our receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your query, we will confirm our response in writing.
If you have a complaint relating to the policy wording or contract, please contact the insurer at their registered address.
Any breakdown or failure caused by placing or using the phone in a location or environment not in accordance with the manufacturer’s instructions.
we shall not honour any other claim which has been or will be made under any policy held by you;
Alternatively, you can write to: Security and Risk Management Policy Administration Services Limited PO Box 290 CREWE CW1 6YF
Any loss (business or personal) resulting from loss of use of the phone.
If you are not satisfied with our decision, please contact our Customer Relations team on the number provided above.
Damage caused by, or during, maintenance or modification of the phone.
we shall not honour the claim;
If you receive information that your details have been used for fraudulent purposes, please call our Customer Services team on 0870 010 1303 and ask to be transferred to the Security and Risk Management team.
and 11. Any claim arising from, or in connection with, the repossession of the phone by any bank, finance, leasing or similar company, or person acting with such authority, and/or the confiscation or impounding of the phone by any Police, Customs or Government Authority.
The personal details you supply to us during the application process will be used to combat fraud. These details will be retained for legal reasons for a reasonable period after your policy expires, and for up to one year after your policy expires in relation to fraud specifically.
Cover will not be provided for:
make a claim in respect of any theft or damage caused by your willful act, or with the intent to defraud the administrator or insurer;
If you remain dissatisfied, you can, within 6 months of our final decision, refer your query for an independent assessment to: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall LONDON E14 9SR We are covered by the Financial Ombudsman Service who, once contacted, will liaise with us on your behalf. They will inform you directly of their decision. Referral to the Financial Ombudsman Service will not prejudice your right to take subsequent legal proceedings. You are entitled to contact the insurer if you wish. Following this procedure will not affect your statutory rights. You are covered by the Financial Services Compensation Scheme. In the unlikely event that any of the parties to this insurance is unable to meet its liabilities, you may be entitled to compensation. The scheme covers 100% of the first £2000 of the claim, and 90% above this limit. Further information can be obtained from www.fscs.org.uk or by calling 0207 892 7300.
mobile phone insurance policy summary This policy provides cover for: - A pay-as-you-go mobile phone up to a maximum retail price of £150 - Theft - Accidental damage - Water and liquid damage - Mechanical breakdown - Electrical breakdown - Worldwide cover - A period of 12 months or one successful claim, whichever occurs first Full details can be found in section C of the Policy Document. This policy does not provide cover for: - Loss - The policy excess of £12.50 for each claim - Theft of, or damage to, your phone: • whilst left in an unattended motor vehicle, unless secured in a glovebox or locked boot • whilst left in an unattended building, unless damage was caused in gaining entry to, or exit from, the premises • where it has been left accidentally or deliberately in a public place or a place to which others have access • where it has been passed to someone else Full details can be found in sections H,I & J of the Policy Document. This Policy Summary does not contain the full terms and conditions of your policy. Please refer to the Policy Document section. Cost The cost of the policy is £19.99 per year (Insurance Premium Tax is included in the insurance premium). The policy is valid for 12 months from the date of purchase, or until you have made a successful claim. Cancellation You have a right to cancel this policy within the first 14 days after receiving these terms. You should contact us on 0870 010 1303 to cancel the policy. Please refer to the full policy terms contained in section K of the Policy Document.
a comprehensive range of benefits about our insurance services
Claims Should you need to register a claim, you can do this online at www.surefone.com/sun or by telephoning 0870 010 1303. Please refer to section D of the Policy Document.
surefone provides a
Enquires Should you have an enquiry or complaint, you can contact us on 0870 010 1303. Please refer to section M of the Policy Document.
your mobile phone
Status Disclosure News Group Newspapers Limited can only offer mobile phone insurance arranged by Policy Administration Services on behalf of the insurer, London General Insurance Company Limited, who they act as an agent of in respect of the sale of this product.
comprehensive range of benefits to make sure you’re never without
News Group Newspapers Limited is an Introducer Appointed Representative (FRN 416793) of Policy Administration Services Limited who is authorised and regulated by the Financial Services Authority (FSA), with an FSA registered number of 307406, which can be checked on the FSA website www.fsa.gov.uk/register or by phoning 0845 606 1234. If you need to register a complaint, please follow the procedure detailed in section M of the Policy Document. If Policy Administration Services Limited cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service. We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet your requirements.
for longer than is necessary.
Policy Administration Services Limited is covered by the Financial Ombudsman Service. You may be entitled to compensation from the Financial Services Compensation Scheme, in the unlikely event that any of the parties to this insurance are unable to meet their liabilities. This insurance is underwritten by London General Insurance Company Limited (FRN 202689) who is authorised and regulated by the Financial Services Authority.
For the purposes of the Data Protection Act 1998, the Data Controller in relation to the personal data you supply is Policy Administration Services Limited.
Under English law, you and we may choose which law will apply to this contract. English law will apply unless both parties agree otherwise, in writing, prior to policy inception. News Group Newspapers Limited (FRN 416793) is an Introducer Appointed Representative of Policy Administration Services Limited, who are authorised and regulated by the Financial Services Authority (FSA). These details can be checked on the FSA register by visiting their website at www.fsa.gov.uk/register
Calls may be recorded or monitored for training/customer services purposes and/or the prevention or detection of crime.
surefone will cover you and your phone for:
Demands and Needs Statement You have a mobile phone and believe insurance protection against it suffering theft or damage would be beneficial to you. You have been advised of the details of the policy in the summary of cover, including the main benefits and main exclusions and limits of the cover, and are not aware of any other insurance policy that you currently have that makes this policy unsuitable. You are aware of your obligation to provide all material information and have made a reasoned decision on the basis of the information provided in the summary of cover, and also have a period of 14 days after the commencement of the policy to cancel the contract if you wish to re-consider your decision.
theft accidental damage breakdown - electrical & mechanical malicious damage in association with water or liquid damage worldwide cover
Policy Administration Services Limited Registered in England No. 3907386 Registered Office: Unit 12, Crewe Hall Enterprise Park, Weston Road, Crewe, Cheshire CW1 6UE London General Insurance Company Limited Registered in England No. 1865673 Registered Office: Combined House,15 Wheatfield Way, Kingston Upon Thames, Surrey KT1 2PQ News Group Newspapers Limited Registered in England No: 81701 Registered office: 1 Virginia Street, London E98 1XY PAS/157/01/0105
surefone Policy Document