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, 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 are paying your premium monthly you will be required to pay any outstanding balance before your claim can be processed.

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 processed and handled by PEX Insure.

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.

Login

Login to your customer portal and log your claim in just a few clicks

Call

Once your claim is logged, complete the claims

Insurers

Your claim will be passed to insurers for validation and processing

Please complete the Claims Form as detailed and accurately as possible. Thereafter, simply complete the claims form and send this to PEX Insure at claims@pexinsure.com.

Please ensure you read the Fraud Warning below before submitting your claim. The insurer has a zero tolerance policy to fraudulent or exaggerated claims. The insurer reserves the right to provide your details to fraud prevention agencies as well as law enforcement agencies as appropriate.

Fraud Warning

Please note that if a claim is presented to the insurer under this insurance policy with the intention of being misleading or fraudulent and/or is supported with false documents your policy will become void from inception and your rights to any benefit under this insurance will end immediately. Additionally, if the insurer identifies any fraudulent activity they reserve the right to cancel your policy you have with them and record your details against our records for fraud prevention purposes.

The insurer also reserve the right to provide your details to fraud prevention agencies as well as Law enforcement agencies as appropriate.

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.

Tell us about any claim as soon as possible from discovery of the loss, theft, breakdown or damage. If your gadget was lost or stolen, you will also need to:

Tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

Tell the police about any lost or stolen gadget as soon as you can – we will ask you to provide the police reference number before we will pay any claim for loss and theft

Report the loss or theft of your gadget to the place you think it was lost or stolen from, or is most likely to be handed back to – we may ask you to provide the details of where your gadget was lost or stolen from and actions you have taken to try to recover it

A claims representative will walk you through the simple claims process and tell you what information and documents you will need to provide for us to assess your claim, like your proof of ownership or police reference number.

Your excess and any outstanding premium will need to be paid before we can settle your claim. We will either repair your gadget or send you a replacement.

You must be able to provide the following:

Proof of usage from your network that confirms your device has been in use since the policy started and up to the event giving rise to your claim.

Proof of purchase – this should show both the IMEI of the device purchased along with the date/time as well as the store it was purchased from.

Pin number – our engineers will require this to complete quality assurance testing once the repairs have been completed.

Additionally, for loss or theft claims:

Crime Reference number – please visit either www.reportmyloss.com,  www.virtualbumblebee.co.uk or  www.immobilise.com to report the loss/theft.

Proof of Barring – your network provider will be able to provide you with this document.

Proof of SIM card replacement – when you order a replacement SIM card the document from your network provider would be sufficient.