Frequently Asked Questions
Who are Lifestyle Services Group Limited?
Lifestyle Services Group Limited (LSG) are the people we work with to provide your
mobile phone insurance policy. They are authorised and regulated by the Financial
Services Authority (FSA), their Register Number is 315245. You can check this on
the FSA’s Register by visiting their website at www.fsa.gov.uk/register or
by contacting them on 08456 06 12 34*.
Can I protect more than one phone?
If you are a joint account holder, you can register up to 2 phones for cover. Lloyds
TSB Premier customers have the benefit of registering an extra phone as part of
their added value account - 2 mobile phones for sole accounts and 3 mobile phones
for joint accounts.
To protect any mobile phones outside of your allowance, for example those belonging
to other family members, you can purchase our Additional Handset
Cover
Where can I find my Policy ID and password?
To log-in to the Member’s Area you will need to enter your Policy ID and password.
Your Policy ID and password can be found on either:
- The Certificate of Insurance which we sent to you when you registered for Mobile Phone Insurance. This document does not include your password therefore you will need to request a password.
Or
- If you registered for Mobile Phone Insurance and/or Save My Numbers™ after 1st April 2008, you should have received a text message containing your Policy ID and password.
If you do not have your Policy ID or have any problems in trying to obtain your password, please call Membership Services.
How long will my claim take to process?
LSG will assess your claim once they have received your completed Claim Form with
full excess payment and other supporting documents. If you are claiming for a lost
or stolen handset/gadget, they will aim to let you know the outcome of your claim
within 2 working days of the Claim Form being received. Claims for phones and gadgets
which have been accidentally damaged will be assessed and, where possible, repaired
- which may take a little longer. It isn't possible to give a specific time for
any particular repair, as the length of time taken depends on the type of repair
required. In most cases, items are repaired within 5 working days. For further information
about the repair of your handset/gadget, please call the relevant number for your
account, or for additional handset and gadget policies call 08450 26 47 33*.
How do I get my replacement or repaired handset/gadget?
LSG will send it to wherever you specify on the Claim Form, whether it be your home
or a work address. A signature will be required at the time of delivery.
Will the replacement handset/gadget I receive be identical?
If the same item is not available, a replacement of similar specification will be
sent to you; before LSG send you a handset/gadget they will call you to discuss
the options available. At our discretion, your claim may also be resolved by a cash
settlement.
How do I purchase Lloyds TSB Gadget Insurance?
You can do this online through the Member’s Area or by calling 08450
26 47 33*.
How many gadgets can I register?
For £7.99 a month, you can register gadgets up to a maximum combined value of £500
or for £11.99 a month, a maximum combined value of £1,000. Each gadget must have
a minimum value of £50. A 15-day registration period applies.
Please note, all amounts quoted above are inclusive of VAT.
How do I register for Save My Numbers™?
You can register for Save My Numbers™ online. During this you will have unique settings sent to your phone which will then enable you to transfer phone numbers to and from the secure Save My Numbers™ website. This service is subject to handset compatibility. Check out our list of compatible handsets or call the relevant number for your account.
Please note, Save My Numbers™ is not available to Student and Silver account holders.
How do I keep my Save My Numbers™ information up to date?
This will depend on the type of handset you have. Subject to handset compatibility,
you can synchronise your phone’s data with the Save My Numbers™ website using ‘over
the air’ technology. We recommend doing this on a regular basis. You can also update
your Save My Numbers™ information through the Member’s Area.
If you change your phone, or it is lost, stolen or damaged, all of your saved data
can be transferred onto the new handset.
*0845 calls will be charged at a maximum of 4p a minute from a BT line. 0870 calls will be charged at a maximum of 8p a minute from a BT line. Calls from non-BT phone lines may vary. Calls may be recorded or monitored for training/customer services purposes and/or the prevention or detection of crime. Details are correct at time of creation. Calls may be monitored and recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service.
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