» Mobile Phone Insurance FAQs
1. How or where do CITYMAIN obtain my details?
2. How much is my premium and how will it be collected?
3. When does my insurance cover commence?
4. Am I able to benefit from this cover if I live outside the UK?
5. What am I covered for?
6. Why shouldn't I cover this under my household Insurance?
7. My phone has just stopped working?
8. If my phone has been stolen or damaged, how do I make a claim?
9. In the event of Accidental Damage:
10. Can I fax my claim form to you?
11. Where can I obtain a copy of the insurance terms and conditions?
12. How long is my claim likely to take?
13. How can I make an enquiry about my insurance?
1. How or where do CITYMAIN obtain my details?
When you purchase your phone from MSOLS, provided you have agreed to purchase the insurance option, your bank details are then included within the insurance scheme. The Direct Debit Guarantee is given to you during the sale process detailing all the safeguards of the paperless Direct Debit scheme. CITYMAIN write to each customer confirming the cover and giving confirmation of the Direct Debit set up. On month four CITYMAIN will collect the monthly premium by Direct Debit from your account.
2. How much is my premium and how will it be collected?
The premium is £5.99 per month and will be collected by Direct Debit each month from your bank account.
3. When does my insurance cover commence?
Providing you have agreed to purchase the insurance option, your phone is covered from when you receive your phone from MSOLS. Cover continues from month four onwards subject to you having paid the monthly premium by Direct Debit.
4. Am I able to benefit from this insurance if I live outside the UK?
Regretfully the coverage is only available to those people who are permanently resident in the United Kingdom. If you reside in any other country such as the United States we regret that we are not able to provide insurance. If you are a UK permanent resident, you are covered for up to 90 days world-wide cover in any one year.
5. What am I covered for?
This policy covers you for Mechanical Breakdown, Theft and Accidental Damage.
Msols Ltd. policy is a dedicated insurance policy especially for mobile phones, ensuring rapid replacement or repair of your handset once your claim has been accepted. Household policies often have a much higher excess and a claim for your mobile phone will more than likely affect your no claims bonus.
7. My phone has just stopped working?
If you have not damaged the phone by accident, and you bought the phone less than a year ago, it is likely that the handset is covered by the manufacturer's warranty. In this case please call the MSOLS Customer care on 0845 009 1144. If you purchased the phone in excess of a year ago, call the claim line on 0870 066 2112
8. If my phone has been stolen, how do I make a claim?
In the event of theft:
1/ Notify the Network you are connected to and have the line temporarily barred
2/ Notify the Police and obtain an Crime Reference Number
3/ Contact MSOLS claim line on 0870 066 2112 and report the claim. You will be sent a claim form for completion which must be returned within 30 days of the date of claim together with your excess payment of £25 (£50 if your handset is 3G enabled).
9. In the event of Accidental Damage:
1/ Immediately contact the MSOLS claims line on 0870 066 2112
2/ Once you have returned the phone to the address you will be given and paid the £25 excess (£50 if your handset is 3G enabled), your claim will be assessed and the repair or replacement authorised if you claim is approved.
10. Can I fax my claim form to you?
Regretfully Underwriters require an original, signed copy of the claim form. If you post this to us first class, we will process it the same day we receive it in our office. The address you should post your claim form to is:
MSOLS Claims Department
PO Box 116
Ryde
PO33 2WX
11. Where can I obtain a copy of the insurance terms and conditions?
If you would like a further copy of the terms and conditions, click here to download them
12. How long is my claim likely to take?
All paperwork is processed in our office the same day. If you're phone is being replaced, please allow three working days. If your phone is being repaired, please allow ten working days.
13. How can I make an enquiry about my insurance?
telephone 0870 066 2112
