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Business Gadget Insurance FAQs| Protect Your Bubble UK


General Questions and Definitions

Q Do I still need Gadget Insurance if I already have a manufacturer’s warranty?
A. While you may get 12 months of coverage with your manufacturer’s warranty – which covers you for mechanical breakdowns – you won’t be covered during those 12 months for cracked screens, liquid damage, accidental damage or theft. Even extended warranties generally don’t cover these events. We cover all of them as standard.
Q I can't find the answer to my question. What next?
A. Please email us at customerservices@protectyourbubble.com or call us on 0330 33 34 792. 
Q How do I make a complaint?

We will always try to be fair and reasonable. If you believe we have not provided you with a
satisfactory level of service, please tell us so that we can do our best to resolve the problem. The
easiest way to contact us is to call us on 0330 333 4792. We will do everything possible to ensure
that your query is dealt with promptly. Alternatively, you can email complaints@protectyourbubble.
com or write to:

Quality Assurance Manager,
Assurant General insurance Limited,
PO Box 1033,
Uxbridge,
UB8 9PX

Please quote your mobile phone number in any correspondence.
Lifestyle Services Group handle all queries and complaints on behalf of the insurer.
If you are not happy with our decision you can, within 6 months of our final decision, refer your
complaint for an independent assessment to: The Financial Ombudsman Service, Exchange Tower,
Harbour Exchange, LONDON, E14 9SR
Telephone: 0800 023 4567 / 0300 123 9123, Email: complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk
Nothing in these terms, including referral to the Financial Ombudsman Service affects your
statutory rights.

Q What is MyBubble?

A. MyBubble is our online account management portal for policyholders. With MyBubble, you can:

  • View your policy terms and conditions and Schedule of Insurance
  • Change your personal details – your email, postal address and phone number
  • Make a claim

To get started, simply register your account with the exact details you used to originally buy your policy. To access MyBubble on return visits, simply use the “My Account” link in the top right-hand corner of our homepage to log in.

Q How old do I have to be to take out the insurance?

A. You must be at least 18 years old and a UK resident in order to take out a Gadget Insurance policy with us.

Q How can I cancel my policy?

A. You'll need to contact us if you want to cancel your policy – be sure to give your policy number to facilitate the process. 

You can cancel at any time by:

If you cancel within the first 14 days after you receive your insurance documents, you'll receive a full refund. 

For monthly customers, after the first 14 days we will cancel the policy at the end of the most recent policy period. For example if you have paid your latest monthly premium on the 1st January and contact us to cancel on the 15th January, we will set the policy to cancel on the 31st January and collect no further premiums. No refunds will be paid at cancellation.

For annual customers, after the first 14 days we will cancel the policy at the monthly anniversary of the date you purchased the policy and provide a pro rata refund of any remaining complete months of your annual premium. For example, if you have an annual premium of £65.89 and request that your policy is cancelled during the seventh month, you will be en­titled to a refund for the remaining full 5 months. This will be calculated as 5/12th of the premium you have paid as follows: The premium taken for a policy is £65.89, therefore the refund would be £65.89/12 x 5 = £27.45.

See our Terms and Conditions for full details.

Q How can I pay for my policy?
A. You can either pay by debit/credit card or Paypal in one go for an annual policy, or pay monthly via Direct Debit. If you’d like to use the Direct Debit option, you can choose to have your monthly premium taken on the 2nd, 14th or 25th of the month. Please note that due to processing and set-up times for Direct Debit, your first instalment might not be taken for several weeks. Your second instalment may be taken within a short time after the first due to this delay. 
Q Who is the insurer?
A. Our Gadget Insurance is underwritten and administered by Assurant General Insurance Limited. Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 202735.
Q What is "loss cover"?

A. "Loss cover" protects you if your gadget has been accidentally left somewhere by you, and you are permanently deprived of its use and unable to locate it. Loss cover requires an additional £1.50 premium per month, per gadget for Gadget Insurance and Business Gadget Insurance policies, and an additional £1 premium per month, per gadget for Family Gadget Insurance policies. 

Loss cover is not available for laptops, MacBooks,TVs, desktop PCs or PC monitors.

If you have not selected loss cover then you will not be able to claim for this type of incident. You must have taken all reasonable precautions to prevent any loss.

Excesses for loss claims are as follows:

  • iPhones & smartphones – £75
  • iPads – £75
  • Tablets – £50
  • All other gadgets – £50
  • Laptops & Macbooks – N/A
Q Who is Protect Your Bubble?

A. Protect Your Bubble is a seller of insurance – not an insurer. We sell insurance to customers on the behalf of insureres.

Protect Your Bubble is a trading name of Assurant Direct Limited who is an appointed representative of Lifestyle Services Group Limited. Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority under register number 315245. You can check these registrations on the Financial Services Register at http://www.fca.org.uk/ or by calling 0800 111 6768.

Q Does the Financial Services Compensation Scheme apply?

A. Yes, Lifestyle Services Group Limited and Assurant General Insurance Limited are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if they cannot meet their obligations. General insurance contracts are covered for 90% of the entire claim, without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS on 0207 741 4100 or 0800 678 1100 or by visiting their website at www.fscs.org.uk

Q Who is this cover designed for?

A. This policy is designed for people who don't have their gadget insured elsewhere, or wish to cover them separately, and who want to cover the costs of repair or replacement should the item breakdown outside of the manufacturers’ warranty, be damaged, lost or stolen. 

As with most insurance policies, an excess is required and limitations and exclusions apply. This cover is provided on the condition that you are a UK resident and over 18 years of age.

Policy

Q Why should I buy a Family policy instead of multiple individual policies?
A.Depending on the items you’re insuring, either one Family Gadget or multiple individual Gadget policies could be cheaper for your family. We recommend you check prices for both options before deciding which one to purchase.

Call us on 0208 045 7434 if you’d like more information on which policy would work best for your family.

Q How can I change my policy?
A. You can call us on 0330 333 4792 at any time to change policy features – like adding or removing items or changing your payment preferences. If you’d like to update your personal information or view your policy details, you can do so online in MyBubble
Q If my child gets a phone, can I cancel my individual policies and open a Family policy?
A. Yes – you can cancel your individual policies at any time and then open a Family Gadget policy. Due to differences in billing and accounting processes, you’ll need to physically cancel your existing policies and then open a new policy online or over the phone, instead of just changing your existing cover.

In order to open a Family Gadget Insurance policy, you must insure a minimum of four gadgets, and all of them must be less than 36 months old at the time your purchase your policy.

Q If one of my family members moves, or my child graduates from University, will I have to cancel my Family policy and open individual policies?
A. If a change like this occurs, contact customer service and we’ll discuss the details of your policy and any necessary changes with you.
Q Will I receive a discount if I insure multiple items on my policy?
A. Yes, we offer a multi-gadget discount. If you add a second gadget you will get 10% off the total policy price, and three or more gadgets will give you 15% off.

Additionally, Family Gadget policies allow you to insure four or more gadgets under one policy from £12.99 per month. Each additional gadget costs an extra £3 per month (up to a maximum of 10 insured gadgets under each Family policy).

Q How do I renew my gadget policy?

A. For monthly customers, to make sure you have continuous cover under your policy we will automatically renew your policy each month, unless you advise us otherwise and your monthly premium will be collected by the method chosen by you at the time of the initial purchase of this policy.

For annual customers, we will contact you up to 30 days before the annual renewal date of your policy and we will tell you then if there are any changes to your premium (which will only ever apply at your next renewal date). We will then renew your policy unless you advise us otherwise. If for any reason we are unable to automatically process your renewal we will still contact you approximately one month before your renewal date and invite you to renew your policy at www.protectyourbubble.com. Your renewal premium will be taken by the same method used during your initial purchase. If your payment details have changed, please follow the instructions on the renewal notification. 

You can advise your policy administrator about any changes to your policy details at any time by calling 0330 3334792. If you do not want to auto renew your policy, you just need to contact Protect Your Bubble via the contact details provided in the renewal notice. If you do nothing, then this policy will automatically renew.

For more information and help with other gadget renewal questions, please click here.

Q What documents will I receive when I purchase a policy?
A. We no longer send printed version of your Terms and Conditions and Policy Summary as it helps us to be more environmentally friendly. Instead, you will receive an email from us within two working days with a link to view your Schedule of Insurance and policy documents online via MyBubble, our online portal for policyholders.

You can also have hard copies of your policy documents mailed to you. To request them:

Q Does it matter where I bought my gadget from?

A. Your gadget must be fewer than 36 months old, and either have been purchased as new directly from a manufacturer, network provider or retail store (high street or online), or if refurbished, have been purchased directly from a manufacturer or network provider (not from an online outlet or high street retail store).

Q Is there an age limit for the gadgets I want to insure?

A. Yes – if you’re starting a new gadget policy or adding a gadget to an existing policy, your item/items need to be fewer than 36 months old.

Cover

Q If I bought my gadget on sale, am I still covered for its full value?
A. Yes – your gadget will be insured for its market price, so even if you buy it with a discount from your network provider, we’ll still replace it with an identical or similar model if necessary.

When insuring your gadget, you can find your specific model from a drop-down menu or manually enter your gadget’s purchase price. When possible, try to ensure that you’re getting cover for the amount shown on your proof of ownership.

Q Are cosmetic damages covered?
A. We only cover damage if it stops the normal functioning of your gadget. Cracked screens are covered, but if your gadget has only suffered a scratch or dent, and still works as expected, then we will not repair or replace it.
Q Who does my policy cover?

A. Parents can insure their children's gadget(s) on their behalf.

The cover of your gadget applies to you as the person who purchased the policy and your immediate family – including your mother, father, son, daughter, husband, wife, partner, brother, sister, grandparent or grandchild who permanently lives at the given address (as well as sons or daughters living away for some of the year whilst at college or university).

Q What types of gadgets do you insure?
A. We offer insurance on iPhones, smartphones, mobiles, laptops, iPads, iPods, MP3 players, game consoles, handheld game consoles, satellite navigation systems, cameras and camera lenses, camcorders, Bluetooth headsets, in-car computers, headphones and earphones. If you have any other items that you would like to insure, please email us at customerservices@protectyourbubble.com
Q Am I covered if I bought my device from an auction site?

A. No – we only cover gadgets that are either purchased as new, or that are purchased as refurbished directly from a manufacturer or network provider.

Please see our terms and conditions  for more information. 

Q Do you cover contract phones?

A. Yes, we do cover contract phones. You’ll need to insure your phone for its correct market value – in most cases, you’ll be able to select your phone from the drop-down menu at checkout. If we don’t have your phone listed, you can input the information manually. Your network operator will be able to provide you with the market value of your phone. 

Insuring your phone under the correct value is very important – we’ll use that information to determine the value of your replacement in the event of a claim.

Q If I leave my gadget unattended and something happens to it, am I still covered?
A. If you need to leave your gadget somewhere then we expect you to lock it away out of sight if at all possible. If you cannot lock it away then you must leave it with someone you trust or concealed out of sight in a safe place.
If you knowingly leave your gadget where others can see it (but you cannot) and your gadget is then lost or stolen, we may not pay your claim. We will always take into account where you are and what you are doing when we assess whether you have taken care of your device. If we believe you have not taken care of your gadget, and have knowingly taken a risk with it, we may decline your claim.

If you knowingly leave your gadget somewhere you can’t see it but others can, we may decline your claim for not taking care of your gadget – for example:

  • in a cafe or pub you leave your gadget on the table when you go to the bar to pick up your drink instead of taking it with you
  • leaving your gadget on display in your car
  • leaving your gadget in the care of someone you don’t know well
  • if you are at the gym and you leave your gadget on a bench in the changing rooms rather than taking it with you or locking it in a locker

All of these examples increase the risk of it being lost, stolen or damaged and may result in your claim being declined. The examples are to help you understand what’s covered, and are not the only reasons a claim could be rejected.

Q Am I covered whilst I am away on holiday?
A. Yes – your device will be covered worldwide. Please note that replacements can only be sent to UK addresses.
Q Am I covered for incidents that occurred before my policy started?
A. No, any incident prior to the start date of your insurance will not be covered. 
Q My gadget is still under the manufacturer’s warranty – will you cover it?
A. You will be able to take out insurance with us, but if a problem occurrs that is covered by the manufacturer’s warranty, we will advise you to follow the the warranty returns process as specified by the manufacturer.
Q Do you back up any information on my gadget?

A. No, we only cover the gadget, we don’t cover the contents.  This means that any pictures, software, downloads, apps, music or any other content is not covered by this policy, so make sure you back it up regularly.

Q Will you cover my accessories that I have put on my gadget?
A. No, we only cover the gadget itself – we do not cover any accessories.
Q I use my gadget for work, will you pay for loss of earnings?

A. No, we don’t cover any loss of profit, opportunity, subscription fees, line rental, goodwill or similar losses. We just cover the gadget and any unauthorised network charges.

Q I’ve modified my gadget, will you cover the costs of this?
A. No, if your gadget has been modified in any way we will only replace the gadget, we do not cover the modifications that have been made.
Q Does it matter how I treat my gadget?

A. Yes – having insurance does not mean that you can take risks with your gadget which you would not take if your gadget was not insured. Doing so may result in your claim being declined. It is important to note that gadget insurance is offered on the understanding that you will take care of your gadget.

Q Will you cover for unauthorised network charges?

A. Yes, if you make a successful claim for theft and discover you have been charged for calls, texts or data as a result of someone else using your gadget, you are covered up to a maximum of £10,000. If you have taken the additional loss cover then this benefit also applies in the event you make a successful claim for loss. The SIM card will need to be registered to you or your family member, or to the business or an employee in order for these charges to be covered. 

If your gadget was lost or stolen, tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

Making a Claim

Q Will you cover shipping charges if my item needs repairs?
A. Yes – we’ll send you prepaid packaging and cover the shipping costs if we confirm that your device is in need of repairs.
Q My gadget was stolen and I’ve bought another one. Will you reimburse me for it?
A. No – in the event of a theft, you should notify your network provider and get your phone blacklisted, as well as notify the police and obtain a crime reference number. Read our answer for “How do I make a claim?” for more information on other requirements.

Once you provide us with that information, we will facilitate the replacement of your gadget. If you purchase your own replacement we will be unable to reimburse you for that cost.

Q Why do I need to provide a proof of ownership if I want to claim?
A. In order to reduce fraud, we need to know that the gadget you are claiming for is yours or a family member’s (or owned by the business if this is a business policy). Therefore you will need to provide some form of proof of ownership.
Q What is my gadget's IMEI number and where can I find it?

A. Every mobile phone has a unique IMEI number, or “International Mobile Station Equipment Identity” number. It can be found by dialing “*#06#” on most phones, and is also often printed inside the battery compartment of a phone.  Your phone’s IMEI number can usually be found within your settings menu, as well.

For items other than mobiles phones, you’ll need the serial number – a unique code assigned to a gadget for identification.

Q Why do you need my gadget’s IMEI or serial number?
A. Collecting this number helps us reduce the incidence of insurance fraud – which means we can offer insurance at lower premiums. It also means quicker processing in the event of making a claim.
Q What documents and information will I need to make a claim?

A. In the event of a claim, we'll need to see your receipt or proof of ownership of the item you are claiming for. 

This will need to show:

  • Your name (where possible)
  • Your gadget's make, model and IMEI number
  • Proof that the gadget was purchased as new, or as refurbished directly from a manufacturer or network provider

You may also be required to provide a lost property or crime reference number from the police when making your claim. Mobile phone claims may require confirmation from your network provider of when the phone was last used.

Useful tip: Send us a copy of your receipts – we’ll link your receipt information to your policy to speed up any future claims. Include your name, policy number and the email address the policy is registered to. 

Post a copy of your receipt(s) to: 

Protect Your Bubble
PO Box 1033
Uxbridge
UB8 9PX

Or scan and email an electronic copy to customerservices@protectyourbubble.com

Q Do I need to report the theft or loss of my gadget to the police?

A. Yes – tell the police about any lost or stolen gadget as soon as you can. We will ask you to provide the police reference number before we will pay any claim for loss and theft.

Q Do I need to report the theft or loss of my phone to my network provider?

A. Yes – tell your network provider as soon as you can so they can block your device and SIM card as soon as possible. We also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

Q Will my replacement be brand-new or refurbished?
A. This is not a replacement-as-new policy, therefore your replacement gadget may be refurbished. If your gadget cannot be replaced with an identical one of the same age and condition, we will replace it with a comparable or equivalent device, taking into account the age and condition of the original gadget.
Q How do I make a claim?
A.

1. Tell us about any claim as soon as possible and within 28 days of discovery of the loss, theft, breakdown or damage. If your gadget was lost or stolen, you will also need to:

  • Tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.
  • Tell the police about any lost or stolen gadget as soon as you can – we will ask you to provide the police reference number before we will pay any claim for loss and theft
  • Report the loss or theft of your gadget to the place you think it was lost or stolen from, or is most likely to be handed back to – we may ask you to provide the details of where your gadget was lost or stolen from and actions you have taken to try to recover it

2. Make your claim within 28 days of discovering the incident by:

  • Submitting online 24/7 via MyBubble
  • Emailing us at customerservices@protectyourbubble.com
  • Calling us on 0330 333 4792 – our phone lines are open Monday to Friday, from 8am to 6pm
  • Writing to us at Protect Your Bubble, PO Box 1033, Uxbridge, UB8 9PX

3. A claims representative will walk you through the simple claims process and tell you what information and documents you will need to provide for us to assess your claim, like your proof of ownership or police reference number.

4. Pay your excess and sit tight while we either repair your gadget or send you a replacement. Your excess will need to be paid before we can settle your claim.

Q Is there an excess fee?

A. Yes – there is an excess fee for all successful claims which must be paid before your claim can be approved. For example, if you are approved for a replacement iPhone after making a claim for damage, you will need to pay the £50 excess before we ship your replacement to you.

Please remember that you must have purchased loss cover for your gadget in order to claim for loss. Excess payments cannot be made via American Express or PayPal.

Gadget type Damage & breakdown claims Theft claims Loss claims
Mobile phones & iPhones £50 £50 £75
iPads £50 £50 £75
Tablets £25 £25 £50
Laptops & MacBooks £75 £75 N/A
TVs, desktop PCs & PC monitors £25 £25 N/A
All other gadgets £25 £25 £75
Q What happens if you decide to replace my gadget?
A. If we decide to replace the mobile device instead of repair it, the replacement may be a remanufactured (not brand new) device. We will attempt to replace your device with one of the same colour but we can’t guarantee to do this or replace any limited or special edition mobile devices. Where we send you a replacement or repaired item, this will only be sent to a UK address.
Q Is there a limit to how many times I can claim?

A. While there is no limit to how many times you can claim for damage, there is a limit of 2 successful claims for loss or theft for each insured item in any 12-month period, beginning from the start date detailed on your certificate of insurance.

Q If I arrange to repair my gadget myself will you pay for the costs?
A. No, we only want your gadget to get high-quality repairs, which is why we only use our approved repairers. We also want the ability for us to assess the damage to your gadget in order to best decide whether to repair or replace the gadget. 
Q What happens if I give false information?

A. We rely on the information you provide to us either online, over the phone or in writing to make decisions about your insurance and any claim. If you do not answer accurately and completely any questions we ask, we might invalidate your insurance and/or we might reject your claim.

Q What is acceptable as proof of ownership?

A. Proof of ownership could include a till receipt or documentation from any online purchase, or in the case of mobile phones, documentation from your network provider. If you don’t have any proof of ownership we may decline your claim.

Q What happens if I damage my gadget?

A. Providing that this happens after you have purchased insurance with us, we will either:

  1. Repair the gadget (where possible) or
  2. Replace it with a gadget of the same make, model and memory size. If we cannot do this you will be given a choice of models with an equivalent specification

Digital Secure

Q What is Digital Secure?

A. Digital Secure provides a great collection of services that help protect you from cybercrime, fraudsters and more.

It can help you spot any fraudulent activity as early as possible and stay one step ahead of fraudsters. It’s an easy way to help protect your identity, and may help to resolve any issues before they escalate further.

Q What does Digital Secure provide?
A. Digital Secure gives you:
  • Online access to your credit report and automatic alerts if there are any key changes to your credit report and status
  • Web Detect service which automatically checks to see if your personal or financial details have been compromised and alerts you if they may have been
  • An ID Fraud Helpline including a dedicated caseworker if you are ever a victim of ID fraud
  • Access to legal assistance services, free consultation on a wide range of subjects from a list of carefully selected and recommended solicitors.
  • Card Support 365 – one number to call to cancel all your payment cards, and where possible we can order replacements, too
Find out more>
Q How do I use Digital Secure?

A. All Digital Secure services are accessible online via a hubb you securely log in to at www. protectyourbubble.my-hubb.co.uk.

If you add the Digital Secure service you will receive a separate welcome email within three (3) hours of purchasing your policy, providing you with details on how to register for the service in the online hubb. Make sure you complete the registration to get full value from the available services.

Once registered, you are able to access all elements of Digital Secure so you can:

  • See your credit report whenever you need to and receive automatic alerts if anything changes
  • Provide more details for the Web Detect service to monitor for identity fraud and choose to receive notifications by SMS or email
  • Contact us if you want any ID help or advice on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.
  • Use your legal assistance helpline
  • Register your bank cards with Card Support 365, so if you lose them you can cancel them with just one phone call 
Q How do I register for Digital Secure?

A. We will send you a registration email within 3 hours of purchasing your Gadget Insurance policy.  This will explain how to register for Digital Secure.

Q How can I cancel Digital Secure?

A. To cancel Digital Secure, call us on 0844 346 3970*

*Calls to 0844 numbers cost 3p per minute when calling from a BT landline. Calls from other networks and mobile phones could be considerably higher.

Q Can I keep Digital Secure if I cancel my Gadget Insurance?

A. Yes. Please just let us know that you want to keep the Digital Secure service when you tell us you want to cancel your Gadget Insurance.

Q Do I have to have Protect Your Bubble Gadget Insurance to get Digital Secure?

A. Yes. Protect Your Bubble currently only offer Digital Secure as part of the UK Gadget and Family Gadget Insurance products on an optional basis.

Q I want to speak to someone about my Digital Secure Account – who do I call?

A. If you need help, please call us on 0333 2206959. Lines are available Monday to Friday 8am – 8pm, and Saturday to Sunday 9am – 6pm.

Contact Us

Contact Us

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