Need to claim?

Logging a claim is quick and easy.

You can log a claim in your customer portal 24 hours per day 365 days of the year.

Alternatively, if you purchased your insurance before the 27th February 2020 you can telephone the insurer PEX Insure on 0203 745 2812. Claims can also be emailed to the insurer to claims@pexinsure.com.

If you purchased your insurance after the 27th February 2020 then please telephone the insurer on 0345 074 4810. Claims can also be emailed to the insurer to gadgetclaims@directgroup.co.uk. Alternatively, you can log your claim directly in the gadget claims portal by clicking here.

Please note we do not make any decisions about the acceptance or otherwise of any claim. This is dealt with by your insurer. All claims are handled by Davies Group on behalf of the insurer.

Please make sure you have complied with the policy wording to ensure that the insurer accepts and resolves your claim in a timely manner. To make a claim you must meet certain requirements as outlined in the Policy Wording and Insurance Product Information Document.

For policies purchased after the 27th February 2020 you must:

Notify the claim administrators as soon as possible but ideally within 48 hours of the discovery of any incident likely to give rise to a claim under this insurance. If the incident happened outside of the UK, please notify the claim administrators within 48 hours of your return to the UK.

To log your claim, please call Davies Group on behalf of the insurer on 0345 074 4810 or email gadgetclaims@directgroup.co.uk. Alternatively, you can log your claim directly in the gadget claims portal by clicking here.

Report the theft or accidental loss of any gadget, within 24 hours of discovery to your Airtime Provider and blacklist your handset;

Report the theft or loss of any gadgets to the Police within 48 hours of discovery and obtain a crime reference number in support of a theft claim and a lost property number in support of an accidental loss claim;

Please note any delay in reporting an incident to the claim administrators, your Airtime Provider or the Police may invalidate your right to claim under the policy.

Provide us with details of the claim and any other contract, guarantee, warranty or insurance that may apply to the loss including but not limited to household insurance. Where appropriate a rateable proportion of the claim may be recovered direct from these Insurers; and

Return your completed claim form and evidence of ownership to the claim administrators within 30 days of the incident date along with any other requested information.

If we replace your gadget(s) the damaged or lost item becomes our property. If it is returned or found you must notify us and send it to us if we ask you to.

There is a policy excess for all claims which must be paid before your claim can be approved. The excess amount is shown in your Schedule of Insurance.

Please address all claims correspondence to the Claims Administrators: Direct Group Quay Point Lakeside Boulevard Doncaster, DN4 5PL .To help us improve our service we may record or monitor telephone calls.

Fraud Warning

If you or anyone acting on your behalf knowingly commit a fraudulent act or submit a fraudulent document or make a fraudulent statement or exaggerate any claim made under this insurance, we will not pay the claim and cover under this and all other insurances currently in force with us with which you are connected will cease immediately. You will not be entitled to any refund of premium under any policy.

We will process your claim under the terms and conditions of this insurance based on the first reason notified to us for the claim. If your claim is not covered and you then submit a claim having changed the circumstances of the loss or damage we consider this as fraud. Details of all such cases will be passed to appropriate agencies for action.

Important Information

Please do not unexpectedly deliver any gadgets directly to us. You must log your claim first and we will tell you exactly what you need to do next.

Login to your customer portal by selecting “Customer Login”, find the policy you need to make a claim on and select the “Make a Claim” icon. We will then make contact with you and guide you through the claims process.

(If you have forgotten your login details simply select “Forgotten Password?” and enter your email address. Check your email and then reset your password. Your security settings may cause the email to go into your spam folder, so always check this if the email does not appear.)

Alternatively, you can telephone us or send an email and we’ll tell you what you need to do next.