Claims process explained

If something unfortunate happens to one of your registered mobile phones or gadgets, and you wish to make a claim, please follow these simple steps:

• Contact the Police within 24 hours of discovering the incident to obtain an incident reference number (claims involving loss, theft or malicious damage only)
• Report the incident to your airtime-provider within 24 hours of discovering the incident (mobile phone claims only)
• Register your claim with Lifestyle Services Group Limited within 48 hours of discovering the incident. You can do this:
  • By calling the relevant number below. Where possible, all your claim details will be taken over the phone but in some cases you may be sent a Claim Form to complete
  • Online by logging into the Member’s Area and downloading the Claim Form

You must complete and return the Claim Form within 14 days of receiving/downloading it, if applicable. Please ensure that you enclose the full excess payment, a proof of purchase which must show the phone or gadget’s IMEI/serial number, and any other supporting or requested documents.

We will assess your claim within 3 working days of receiving your completed Claim Form.

*0845 calls will be charged at a maximum of 4p a minute from a BT line. *0844 calls will be charged at a maximum of 5p a minute from a BT landline. Calls may be recorded or monitored for quality purposes and for the prevention/detection of crime. Details correct at time of creation.

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