Phone insurance

You can make a claim with us in three simple steps:

1. Register your claim online with us 24/7/365
2. When you register your claim, we'll need to ask you for some information to get your claim up and running. We won’t ask you to print off forms or send documents through the post; you can supply all the information through our website, and get an instant decision on your claim. The information we ask for usually includes:
   • The details of what happened to your phone
   • When the incident happened and who was using the phone at the time
   • Unlike some insurers we don't require you to report the loss of your phone to the police (although we do recommend it). Unfortunately, if you don’t report the loss or theft to your network provider within 24 hours then you won’t be covered for any unauthorised use, but you will still be covered for your phone
   • Once you've given us all the information we will let you know the outcome of your claim. In around 90% of cases a claim will be accepted there-and-then. Where we need to look into the details a bit more we will get back to you within 24 hours. And remember – we’ll deliver a door-to-door replacement phone to you within one working day¹ of your claim being accepted

Our cover is designed to protect you against life's hiccups for the full length of your policy. Here’s how:

• Cover for damage, loss and theft starts when you take out your policy. Cover for mechanical breakdown starts when your manufacturer’s warranty expires
• You will be provided with one month's cover for each monthly premium paid and cover will continue on a month-by-month basis, up to a maximum term of three years from the date this policy was purchased. After this three year period your cover will automatically cease
• If you receive a replacement phone following a successful claim, your cover will continue on the same basis as prior to the replacement

We aim to protect as many people as possible from phone hiccups. You can apply for Hiccup phone cover if:

• You’re at least 18 years old
• You live in the UK
• You own an eligible phone

Here at Hiccup, we’re committed to protecting our customers.  It is for this reason we do everything we can to prevent fraudulent claims to ensure genuine customers receive the best possible service.

We have many tools at our fingertips to help us identify and investigate potential fraud. We also work closely with organisations such as the police and network providers to verify the information we’re given. This includes whether:

• The make and model is correct for the phone being claimed for
• The phone has been recorded as lost or stolen with the police
• The crime reference number we're given is correct
• The phone has been blocked with the network provider
• The phone was working/not damaged when the insurance policy was purchased
• Any other insurance claims have been made for the phone
• Any quotes have been made on mobile phone recycling sites

If we think that a claim being made is dishonest or exaggerated, then we can cancel the policy and take legal action.

All this ensures we can keep providing great mobile phone cover at great prices – just in case of any little hiccups!

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 emailing us on contactus@hiccupinsurance.co.uk.

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.