HSBC Insurance Aspects Mobile Phone Insurance

HSBC Insurance Aspects Mobile Phone Insurance insures your mobile phones for:

• Damage (sudden and unexpected damage that affects how your phone works)
• Theft
• Loss
• Breakdown of your phone after the manufacturer’s warranty or a warranty provided as part of a previous claim expires
• Up to £1,500 for unauthorised use in respect of calls, texts, and mobile data, up to 24 hours after you realise your phone is missing (48 hours if you’re abroad). (£150 on a Pay As You Go contracts.)

A maximum of two claims can be made on your policy each year.

You don’t need to register your devices for them to be covered, but if you do it’ll make claiming quicker and easier.

For mobile phones, you will need the make, model, memory size, colour and IMEI Number. You may be required to provide information, documents or receipts necessary to support your claim, including proof of ownership. For all theft claims you’ll need to report the theft to the police and request a crime reference number (CRN) before a claim can be submitted.

You can pay your excess by Visa, MasterCard or a debit card. Unfortunately, we don’t accept American Express and Diners Club cards. If other payment options are available, we’ll let you know during your claims process.

If your device is lost or stolen, report the loss or theft to your network provider as soon as possible and ask them to block the SIM card and the device. As soon as you can, also report it to the police and get the crime reference number (CRN). During your claims process, we’ll ask you to provide the crime reference number. Lastly, report it to the place or location you believe it was last seen. Don’t forget to activate any location finder app or software, like Find My iPhone. This might help you find it, and/or lock and clear any data on the device.

We’ll make every effort to give you a phone which is the same make and model as the one you made a claim on. Aviva’s replacement phones are refurbished models which are in ‘as new’ condition and come with a 12-month warranty. Your replacement may be a different colour. If the same make and model isn’t available, your replacement will be of similar specification to the original phone.

The easiest way to find this is by entering *#06# on your phone’s keypad and the number will be displayed on screen. Otherwise, the 15/16-digit number is usually displayed in the battery compartment of the phone, on the box it came in, or on the receipt. If you can’t find your IMEI number please contact your network provider, who should be able to help. If your device is an iPhone, you can also find your IMEI number on your SIM tray.

If your device still works:

• Make sure, where possible, that you’ve backed-up your personal data such as photos and music. For more help on how to do this, please visit support.apple.com/ht1766
• On your device, go to: Settings > iCloud > Sign out
• On your device, go to: Settings > iCloud > Sign out
• Then go to: Settings > General > Reset, then tap Erase All Content and Settings. (Your Apple ID and Password may be required). This will delete all your personal information from the phone and will turn off Find My iPhone, iCloud, Apple Pay and other services.

If you can no longer use your device:

• Sign in to iCloud.com with your Apple ID and password
• Click Find iPhone
• Click All Devices then select your Apple device from the drop down list
• Click Erase then click Erase in the pop-up window
• When the device has been erased, click Remove from Account and click Remove in the pop-up window
• This will delete all your personal information from the phone and will turn off Find My iPhone, iCloud, Apple Pay and other services.

If your phone has been accidentally damaged or suffers a breakdown (outside of warranty), you may have the choice to have it repaired instead of replaced. The repair options provided at the time of claim depend on your location, your phone, and the availability of parts and may include mailing your phone to us for repair, bringing your phone to a specific location for repair, or having a repair technician come to your location to repair the phone.

Please follow the instructions provided to you via email to prepare your phone for the repair, including removing your personal information and backing up the contents.

Every completed repair comes with a 24-month warranty. If we are unable to repair the phone, we will provide a replacement phone. If a replacement phone is provided, you will be required to pay the difference between the repair excess paid and the replacement excess.

Mail-In Repair
If you choose the mail-in repair option, DPD will come to collect your phone and we’ll ship it to our repair centre for assessment and repair. We aim to repair your phone within 5 working days from the time we receive it. We will then ship it back to you.

We Come to Your Repair
We come to you repair is the favourite repair method among our customers. We send a mobile technician to an address of your choice be it your home, business, or even a friend’s house. Most repairs are completed within an hour.

Walk-In Repair
Walk-in repair allows you to take your phone to a repair store. Depending on the store’s appointment availability, you may be able to get your phone fixed on the same day you file your claim. Most repairs are completed in 1-2 hours.

Repairs come with a 24-month warranty on the repair performed. Replacements come with a 12-month warranty. If your device malfunctions during this time, contact us on the number below. You won’t pay an excess for a warranty claim and it won’t contribute to your policy claim limit.

UK residents 0800 001 4278 If you have a speech or hearing difficulty and are using Relay UK, call us on 18001 0800 001 4278

Channel Islands and Isle of Man residents 0800 015 3325 If you have a speech or hearing difficulty and are using Relay UK, call us on 18001 0800 015 3325