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Frequently asked questions

What does Phonesafe cover me for?
Phonesafe provides worldwide cover for loss, theft, accidental damage and breakdown. The benefits include:
- £1000 Unauthorised Calls Protection - protects you from paying for calls / texts made by a thief
- Rapid Replacement - in 97% of cases customers will have a replacement phone within 2 working days of claim approval
- International Cover - wherever you are in the world, you are covered
- Free Authorised Users Cover - if you share your phone, include 2 additional users in your cover
- Valuable Breakdown Cover - we’ll repair or replace your phone if it breaks down outside its warranty
- Any Network Cover - your protection continues even if you switch networks or change your handset
- National Database Protection - we’ll register you on four police-approved databases so you have a better chance of getting your lost or stolen phone returned to you.
How do I make a claim and how soon can my phone be replaced?
Step 1: Cancel it
If your phone is lost or stolen, call your network provider within 24 hours of discovering the incident so they can blacklist your phone and SIM card.

Step 2: Report it
If your phone is stolen or maliciously damaged, you’ll also need to report it to the police within 24 hours of discovering the incident and get a crime reference number. If your phone is lost, we’ll report the loss for you.

Step 3: Claim it
Call us on 0844 848 4273 within 48 hours of discovering the incident and make sure you have the following information to hand:
- Your policy number
- Your phone’s IMEI number*
- Proof of purchase
- A payment method for your excess
- The time and date of the incident
- For loss and theft claims only, time and date your handset was blacklisted with your network provider
- For theft claims only: a crime reference number and the name and address of the police station
- For malicious damage claims only: a crime reference number, the name and address of the police station where reported and the time and date the handset was blacklisted with your network provider
*(enter *#06# on your handset to display the number. You will also find it printed on the inside of the handset's battery case).
What are the terms and conditions of my policy?

You can see the full terms and conditions here.
What do I do if my phone is lost, stolen or damaged while I'm abroad?

You must report any loss or theft to the police and to your airtime provider within 48 hours of discovering the incident. Then call the Phonesafe Claims and Fraud team on 0844 848 4273 to make your claim within 48 hours of your return to the UK. In case of damage or breakdown, hold on to your phone to give to us. A replacement phone will only be available when you return to the UK.