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. 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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