Frequently asked questions

About

Who are Hiccup?

We do online-only mobile phone insurance for life's little hiccups. We offer two types of cover. Minor Hiccup covers those times like when your phone has a sudden magnetism to the pavement or falls down the toilet. Major Hiccup cover is our most comprehensive policy that's there for you during times like when your phone goes for a bus ride - without you. We're here to provide peace of mind with fuss-free, good value mobile insurance.

What services does Hiccup provide?

Insurance plans. Hiccup offers insurance for iPhones and a wide range of smartphones. We provide a 24 hour a day, 7 days a week, 365 days a year online claims facility, and provide an instant decision on most claims. Once your claim is accepted, we will provide a replacement phone within 1 working day; that's our Hiccup promise. Please be aware there is an excess fee for all successful claims, which must be paid before you receive your replacement phone. The excess is dependent on your policy and the model of your phone and will range between £20-£70.

How can I contact Hiccup?

Online - for account management

You can use the online forms in the My Account area on the Hiccup website to submit changes to your personal information, log a claim or amend your policy. You can also request a call back if you require telephone support.

Via social media

Follow, befriend and like us online! You can use the following links to get in touch with us:

Claims

How do I make a claim?

If you wish to make a claim, please log in here, or for more information head to our How to claim page.

What do I need to do if my phone has been lost or stolen?

  1. If your phone has been stolen, you must report it to the police or other relevant authority upon discovering the theft, and request a crime reference number before you submit your claim. You will be required to provide that reference number to substantiate your claim. If the police authority you use cannot issue you with a crime reference number, you may be required to provide documents to show that a report has been made to them before we can process your claim.
  2. If your phone has been lost or stolen, we advise that you report this to the network provider within 24 hours of discovering it. To make a claim for unauthorised use, you must notify your service provider within 24 hours. If you don't do this, we cannot pay your claim for unauthorised calls.

How long do I have to make a claim?

You must make the claim within 60 days of discovering the incident.

Will I need any documents before I make a claim?

As long as you are claiming against the phone with the IMEI number that is registered on your policy, then you won't need to provide any documentation prior to making a claim. Whilst your claim is in progress, we may ask you to provide documentation which may support your claim and aid us in making a speedy decision.

Will my replacement be brand new or refurbished?

This insurance policy does not provide a new replacement. All of our stock is refurbished by either the manufacturer themselves or by manufacturer-accredited engineers. Your replacement will be to a Grade A standard and will come with a 12-month manufacturer warranty. If you have any concerns over the quality of your replacement please contact us immediately.

How do I find my phone's IMEI number?

You can find the IMEI number by typing *#06# on your phone. Your phone may also have this number printed under the battery. If your phone is a sealed unit, manufacturers may also print the IMEI on your SIM card tray.

My replacement phone is faulty. What do I do?

If you are experiencing issues, please contact us.

I have lost my phone and purchased a replacement. Can I be reimbursed?

No. The Hiccup insurance policy provides a replacement phone upon a successful claim. We do not provide cash alternatives.

Why do I need to de-activate Find my iPhone?

To comply with our Terms and Conditions, for damage and breakdown claims, we require your iCloud account to be deactivated on your old phone in order for you to fully relinquish ownership to us. It also means that your personal data will always be accessible via. your old phone if you return it to us without deactivating this function, which can include contacts, photos, notes and calendar entries. By deleting the phone from your iCloud account it will not delete the backed up data itself, just disconnect the phone from the iCloud.

Am I covered if I bought my phone from an auction site?

Yes, as you validated your phone when you purchased your policy, you are covered regardless of how you purchased the phone. However, if your phone has been modified you may not be covered.

My claim has been accepted but I am getting the message "Unable to order a replacement. Please contact us." What should I do?

We may be having some technical issues. Please contact us and one of the team will call you back.

My excess payment is not being processed successfully. What should I do?

The card you use must be registered at the same address as your Hiccup account, with sufficient funds available to pay your excess amount. If you believe your details are correct please contact us.

My phone is out of stock and I do not want the replacement that is being offered. What do I do?

Where possible, we will replace your phone with one of the same make and model, but in accordance with terms and conditions of your policy, if this is not possible we will provide you with an alternative phone with a similar specification. This may be a different colour or model, or be made by a different manufacturer. If you feel that we are not offering a similar replacement, please contact us.

I work Monday to Friday and would like delivery on a weekend. Is this possible?

We are unable to offer weekend delivery - the Hiccup policy provides a next working day replacement. We can, however, deliver to a neighbour or a place of work as long as the courier can obtain access.

I have ordered my replacement. How do I track my parcel?

You can track your parcel by going to the My Account page and clicking the Claims History tab. You will see a "Dispatched" button, and clicking this will take you to the parcel tracking page of our delivery partner DPD.

My damaged phone was not available to swap out with the courier. How do I re-order my replacement?

We will attempt to contact you before 8pm on your delivery date to re-arrange. If you would like to have your phone delivered sooner, please contact us.

Cancellations

How do I cancel Hiccup insurance?

We'd hate to see you leave, but if you no longer require Hiccup insurance, you can use the online form to cancel your policy from the My Account page.

Pre-sales

What does Hiccup insure?

Hiccup insures iPhones and a wide range of other smartphones.

What insurance plans are available?

We have 2 insurance policies you can choose from: Major or Minor Hiccup cover. Find out more about our Major Hiccup and Minor Hiccup Cover.

How do I purchase Hiccup insurance?

You can take out Hiccup insurance online at any time. Get a quote now.

What is covered under the policy?

All Hiccup policies cover accidental damage (including liquid damage) to your phone and a range of accessories which were damaged at the same time. Major Hiccup also covers loss and theft of your phone, plus unauthorised use up to a value of £10,000.00.

Is there an excess on Minor and Major Hiccup Cover?

Yes. There is an excess for all successful claims which must be paid before you receive your replacement phone. The excess is dependent on your policy and the model of your phone and will range between £20.00-£70.00.

Do I need to supply a receipt?

You will not normally need to supply a receipt for your phone because we can validate the details of your phone from its IMEI number. However, we may need to see proof of purchase in some circumstances. We would always recommend you keep all your receipts as they may make the claims process quicker.

Is there an age restriction on the items I can insure?

We insure iPhones and a wide range of smartphones, no matter what age they are. However, you must be able to download our Hiccup Phone Validation App on your phone in order to qualify for a policy.

Who is the policy underwritten by?

Hiccup is a trading name of Connected World Services Distributions Limited (CWS). CWS is an appointed representative of The Carphone Warehouse Limited, who are authorised and regulated by the Financial Conduct Authority. Hiccup insurance policies are underwritten by Aviva Insurance Limited and are arranged and administered by CWS. Aviva Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Full details of the regulatory status of these companies can be found at www.fca.org.uk.

What do I need in order to purchase Hiccup Phone insurance?

  • The IMEI number of the phone
  • Your contact information
  • Your bank details
You will also need to download our Hiccup Phone Validation App in order to validate your phone and activate your policy. Instructions for downloading the App will be given during the point of purchase of your policy, and is dependent on the make of your phone.

Why is my device not listed?

Hiccup endeavour to insure as many devices as possible, but with the sheer number of smartphones on the market we are bound to miss certain models from time to time.

So, if you're device is not listed below then we're afraid that at present we are unable to offer you a phone insurance policy. Please do check back in future though, as we are constantly adding new devices to our list of insurable devices and we'd love to help you out!

Complaints

Making a complaint

We hope that you will be happy with the service that we provide. However, if you are unhappy with the handling of any aspect of your policy please let us know. You can do this by going to the "Contact Us" section of the website, or by clicking here.

If you have complained to us and are unhappy with our final decision, you can refer the matter to the Financial Ombudsman service. Following this procedure does not affect your right to take legal action. Full details of this procedure can be found in your policy documentation, saved under My Account.

Under EU Regulations we are required to provide consumers with an electronic link to the Online Dispute Resolution (ODR) platform. You can submit a complaint via the Online Dispute Resolution platform, which can be found at http://ec.europa.eu/odr.

I can't find the answer to my question

Please contact us - we're always happy to help!