A) CPP Phonesafe insurance: what is covered
1. This policy provides insurance against theft, loss, damage (both accidental and malicious) and mechanical breakdown of your mobile phone when it is being used by you or up to two registered authorised users.
2. The policy covers your phone but not other accessories such as chargers, cases, or other items supplied with your phone. It also does not cover any software loaded on to your phone such as games, ring tones and other applications.
3. If your phone is lost, stolen, damaged or breaks down we will at our discretion either replace it or arrange for it to be repaired. We will try to provide you with the same model as the one you have claimed for. If we cannot provide you with an exact replacement, then we will supply you with a phone that has similar features and functionality to the one you have claimed for but the colour of the phone may not always be the same. Replacements may be new items but they may sometimes be refurbished stock. All replacement phones that we provide (whether new or refurbished) will come with a 12 month warranty.
4. The value of any replacement phone we provide will not be more than 400.
5. If you have a contract phone which is lost or stolen and someone runs up usage charges without your permission, we will cover you for up to 1000 of unauthorised calls if any are made in the 12 hours before you notify the Police, us and your network provider that your phone is lost or stolen.
6. You have to register the details of the people you want to be authorised users. If that persons details are not registered with us, you will not be able to claim if your phone is lost, stolen, damaged or breaks down whilst that person is using it.
7. If your phone is damaged or breaks down outside its manufacturers warranty period, we will at our discretion either repair it or replace it. If so, we will decide whether to:
- arrange for it to be repaired; or
- pay for you to get it repaired by a repairer approved by us; or
- replace it if we think it would be more cost-effective; or
- give you vouchers for the replacement cost of your phone which you can then take to your network provider or another mobile phone retailer.
8. If you claim for damage or breakdown, you must send us the phone youre claiming for so that we can inspect it. If we settle your claim, the damaged or faulty phone will become our property. If you have claimed for loss or theft and your phone is subsequently found, it will belong to us and you will have to send it to us.
B) The insurance: who is covered
The holder of the insurance must be at least 18 years of age and live in Great Britain or Northern Ireland.
C) The insurance: the excess
The excess is the amount that you must contribute toward the cost of repairing or replacing your lost, stolen, damaged or broken down phone. The amount you have to pay depends on how often you have claimed.
- For your first and second claims, you have to pay 50
- For a third and subsequent claims, you have to pay 75
D) The insurance: what is not covered
1. Any phone with a replacement cost of more than 400.
2. PDAs (personal digital assistants without phone capability) and other portable devices without phone capability.
3. Any mechanical or electronic breakdown that takes place when your phone is still under its manufacturers warranty.
4. Loss, theft, damage or breakdown if this happens whilst your phone is being used by someone who is not registered on your policy as an authorised user.
5. Any phone that does not contain a SIM card at the time of the incident claimed for.
6. Theft where your phone has been stolen from a car or other vehicle, unless the phone was out of sight, the vehicles security systems were activated and there is evidence that the vehicle has been broken into.
7. Damage, loss or theft where you havent taken reasonable precautions to prevent this or where you have been reckless about or indifferent to the risk of damage, loss or theft taking place. Examples include wilfully or recklessly leaving your phone unattended in a public place or leaving it on the bonnet, boot or roof of a vehicle.
8. Loss or theft of your phone from any property or premises unless there is evidence of a break-in.
9. Damage caused by your careless use of your phone. This includes (but is not restricted to) damage caused because you have not followed the manufacturers instructions or because you have used the wrong voltage to charge up your phone or because someone else (for example a retailer) has set up your phone wrongly.
10. Damage if this is due to your phone being put in a washing machine. This is irrespective of whether this was accidental or not.
11. Damage or breakdown if we cannot verify the IMEI number of the phone that you have returned to us for examination.
12. Damage caused by any electronic virus.
13. Malicious damage to your phone caused by someone else if you have given them permission to use it.
14. Repair costs if these are not approved by us first.
15. Costs of routine servicing, inspections, adjustments or cleaning.
16. Normal wear and tear, including surface cracks, flaws, scratches or chips.
17. Consequential loss. This is where you incur a cost or expense or suffer a loss as a result of the loss, theft, damage or breakdown of your phone. This includes but is not limited to costs for subscription services you have signed up for, in which case you must contact the provider to suspend these.
18. Claims made because your phone has been confiscated or is being held by any government agency (for example the Police).
19. If you have a pre-pay phone we will not cover the value of any call credit on the phone if it is lost or stolen.
E) The period of the insurance and how you can cancel it
1. This is a monthly policy. We will renew your cover automatically every month for as long as you pay the monthly premium and until you tell us that you no longer want the insurance. If you stop paying your premiums, your cover will stop and your phone will not be insured.
2. You have a 14 day cooling off period at the start of the policy during which you can cancel the policy for any reason and we will repay you any premiums you have paid. If you cancel outside that 14 day period, you will not get back any premiums youve paid.
3. Either party can cancel the policy at any time by giving 30 days notice. You can do this either by telephoning us on 0844 848 4273 or by writing to Homecare Insurance Limited, Holgate Park, York, YO26 4GA. If we cancel your policy, we will write to you at the address for you that we have on your policy records. We will refund any premium that you have already paid for a period that you would no longer be covered for.
4. We may also cancel your cover if you make a claim that we think is false or dishonest or if we think you are otherwise failing to act in good faith.
F) The insurance: general conditions
1. Your phone is only covered whilst it contains a SIM card and is being used by you or someone else you have given permission to. If you want your phone to be covered whilst someone else is using it, you must first register that authorised users details with us. You can do this at any time during the lifetime of your policy, but you must do this before an incident occurs which results in you making a claim. If you do not, you may not be able to claim successfully.
2. You cannot give this insurance to anyone else.
3. You must keep us up to date with changes in your personal details such as address changes.
4. You have to register with us the phone you want to insure, providing us with all the information we require including the IMEI number. Your phone must not be more than 45 days old when you register it and you must have proof of purchase for it. You can change the phone registered on the policy at any time, but if you dont have the phone registered on the policy at the time of the incident, you will not be able to claim for that phone.
G) Claims: general
1. You must do everything you can to reduce the risk of your phone being lost, stolen or damaged.
2. If you make a claim, we will ask for proof of purchase. You must be able to provide this. We may also ask for documentation or other proof to support your claim if we think we need this. If you do not provide any document or proof we ask for, we may decline your claim. What we will require may depend on the circumstances of your claim but an example would be a Police Crime Reference Number to support a claim for theft. If we ask you for documentary proof, you must provide this within 28 days of asking.
3. If your phone is lost, stolen, damaged or breaks down abroad, we will not settle your claim until you have returned to the UK.
4. If you claim for malicious damage, this will only be considered if you can show that the damage was caused by another person who has obtained your handset without your permission.
5. If you make a claim that we think may be dishonest, we will refuse to settle it in your favour. If we do but later discover that your claim was dishonest, we will take action to recover any cost we have incurred to fulfil your claim, including the cost of the replacement phone or vouchers that we have given you.
H) Claims: how to claim
If you need to make a claim, please call us on 0844 848 4273. We will tell you what to do, including what paperwork (if any) you will have to provide to support your claim.
If you are in the UK and you need to claim, you must report the incident in accordance with the following timetable:
| Action required | Incident | |||
| Loss | Theft | Accidental Damage or Breakdown | Malicious damage | |
| Report to Airtime Provider | Within 24 hours of discovery | Within 24 hours of discovery | N/A | N/A |
| Report to Police | N/A | Within 24 hours of discovery | N/A | Within 24 hours of discovery |
| Crime Reference Number required | N/A | - | N/A | - |
| Report to CPP Phonesafe | Within 48 hours of discovery | Within 48 hours of discovery | Within 48 hours of discovery | Within 48 hours of discovery |
If you are abroad and you need to claim, you must report the incident in accordance with the following timetable:
| Action required | Incident | |||
| Loss | Theft | Accidental Damage or Breakdown | Malicious damage | |
| Report to Airtime Provider | Within 48 hours of discovery | Within 48 hours of discovery | N/A | N/A |
| Report to Police | Within 48 hours of discovery | Within 48 hours of discovery | N/A | Within 48 hours of discovery |
| Crime Reference Number required | - | - | N/A | - |
| Report to CPP Phonesafe | Within 48 hours of return to UK | Within 48 hours of return to UK | Within 48 hours of return to UK | Within 48 hours of return to UK |
Please note if youre abroad, we wont replace your phone until you return to the UK.
I) Claims: how often I can claim
You can make as many claims as you need, but please note there will be an excess to pay on each claim. Details of the excess can be found in section C.
J) The law that applies to this policy
This policy is governed by and any interpretation of its terms will be made in accordance with English law. You and we agree that policy terms will be issued in English and any disputes will be settled in the courts of England.
K) Other insurance
If you have other insurance that provides the same or substantially similar benefits, you must tell us this when you make a claim. We will not pay more than our share of any claim if this is covered by other insurance.
L) Setting aside terms and conditions
If we choose not to apply any term or condition of this policy, this will not prevent us from applying that term or condition or otherwise relying on it in the future.
M) Policy definitions
Abroad - in a country other than England, Wales, Scotland or Northern Ireland.
Claim - any claim you make on this policy.
Cover - the benefits provided under this policy.
Policy - these terms and conditions and your schedule of cover, including any changes we make to either of these.
Reasonable precautions - all measures that it would be reasonable to expect you to take to prevent loss, theft, damage or breakdown of your mobile phone.
Unattended - left by you so that you are not in a position to prevent loss, theft, damage or breakdown of your mobile phone.
We, Us, Our - Homecare Insurance Limited (registered number 2793290)
You, Your - the person whose name appears on the schedule of cover, plus any registered authorised users of the mobile phone registered with us.
N) The policy: how to complain
If you want to make a complaint, please phone us on 0844 848 4273 or write to:
Homecare Insurance Limited
Holgate Park
York
YO26 4GA
We will try to respond to your complaint within 5 working days. If we cant, we will send you an acknowledgement letter to keep you informed of the progress were making. If youre not happy with the response you receive, you can take this up with the Financial Ombudsman Service. We (but not you) are bound by any decision they reach. Their address is:
Financial Ombudsman Service
Insurance Division
South Quay Plaza
183 Marsh Wall
London
E14 9SR
You must contact the Ombudsman within six months of receiving our response to your complaint. The Ombudsman will not be able to help you unless you have first made your complaint to us.
O) Your personal data: how we will use this
We will keep the information you give us so we can:
- Confirm your identity
- Manage your policy
- Collect your premiums
- Process any claim you make
If your phone is lost or stolen, we will give relevant details to your phone provider so that your phone cannot be used. We will arrange repairs to or authorise the replacement of a damaged phone or authorise the replacement of a stolen or lost phone. When processing claims, we may contact the Police to make sure that your crime reference number is genuine.
We will record details of your phone on relevant databases and registers for the purposes of crime prevention and detection. If you make a claim, we may record details of that claim on relevant insurance industry databases for future claims administration and further fraud prevention and detection purposes.
We may use your details to invite you to take part in market research and to let you know about other goods or services that might interest you. You may be contacted by us or other members of the CPP group of companies or other organisations acting for us. You may be contacted by post, phone or by email. By taking out this policy and by giving us your address, phone number and email address, you agree that we may contact you using these methods. If you do not want your details to be used for these purposes, please let us know at any time.
You have the right to see all the information we hold about you. If you would like to see this information, please write to:
The Compliance Manager
Homecare Insurance Limited
Holgate Park
York
YO26 4GA
Please note that there will be a separate administration fee for this service. By taking out this policy, you agree that for us to manage this contract we may transfer your information outside the European Economic Area (EEA).
P) Recording Calls
We will record calls you make to us. We do this so we can:
- Keep a record of the instructions you give us
- Monitor our performance
- Improve our staff training
- Comply with relevant laws and regulations
Q) Special Needs
We are committed to meeting the needs of all our policyholders, including those with special needs. All letters and other documents are available in Braille, large print or on audio tape. You can also contact us through Typetalk if you would prefer. To use any of these services, please call us on 0844 848 4273.
R) Homecare Insurance: our regulatory status
CPP Phonesafe is provided by Homecare Insurance Limited (registered in England number 2793290). Our registered office is at Holgate Park, York, YO26 4GA.
We are authorised and regulated by the Financial Services Authority (FSA). Our Firm Reference Number is 202880. if you want to look up our details, you can do this via the FSA website at www.fsa.gov.uk/register. We are a member of the CPP group of companies.
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