We accept the folowing forms of payment:
Home » Help and Support » FAQs » Family gadget insurance

FAQs


General Questions and Definitions

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 What is "theft cover"?

A. "Theft cover" protects you against the unlawful taking of your gadget against your will by another party, with the intention of permanently depriving you of it.

In the occurrence of theft, you will need to file a police report and blacklist the device through your airtime provider within seven days of discovery. You will need to obtain a crime reference number in support of a theft. We will not pay for any unauthorised calls or data used where the theft has not been reported to your network provider and the phone has not been blacklisted within 72 hours.

Q What is "loss cover"?

A. "Loss cover" protects you if your gadget has been accidentally left somewhere by you. You must have taken all reasonable precautions to prevent any loss. Loss cover is not available for TVs, desktop computers, laptops or MacBooks.

Loss cover requires an additional £1.50 premium per month for Gadget Insurance and Business Gadget Insurance policies, and an additional £1 premium per month for Family Gadget Insurance policies. There is an additional excess fee of £25 on loss-related items.

Q Who is the policy underwritten by?
A. Our Gadget Insurance is arranged by Protect Your Bubble, 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 How can I pay for my policy?
A. You can either pay by debit/credit card or Paypal in one go for your annual policy, or spread the cost into 12 monthly Direct Debit payments at no extra cost. 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. 

Please note, if you pay by Direct Debit and make a claim, we will ask you to settle the remainder of your premium before we process the claim for fraud prevention purposes.
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.

If you purchased your policy after 3 May 2011 (your policy number should start with DGI, Family Gadget policy numbers start with FGI):

You'll receive a full refund for cancellations made within the first 14 days of purchasing your policy. If you cancel after the first 14 days, you'll be charged an administration fee of £10. If you selected to pay annually, a pro rata refund will be given – see our Terms and Conditions for full details.

If you purchased your policy before 3 May 2011 (your policy number should start with a 4, 5, 6 or 7):

*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 How do I file a complaint?

A. Although we set ourselves high standards, if we do not meet your expectations and you are not satisfied in some way, we would like to know. Please call our customer services team on 0844 346 3971*, or follow the guidelines below to file a complaint.

Step 1–Contact your administrator:

Tel: 0844 346 3980*
Email: complaints@protectyourbubble.com

Write to us:
The Quality Assurance Manager
Assurant Services Limited
PO Box 1033
Uxbridge
UB8 9PX

In your correspondence, please quote your policy or claim reference number to assist a quick and efficient response. 

*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.

Step 2 – In the unlikely event that you are still not satisfied with the way your complaint has been handled, you can ask the Financial Ombudsman Service (FOS) to review your case. You can contact them at:

South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel: 0845 080 1800

The FOS is an independent body that arbitrates on complaints about general insurance products. It will only consider complaints after you have been provided with written confirmation that the internal complaints procedure has been exhausted. In order for the FOS to review your case, you must send your complaint to them within six months of the date of our final correspondence to you.

Your statutory rights are not affected if you choose to follow any of the complaints procedures above. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

If we are not able to meet our responsibilities, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). You can contact them at:

7th Floor Lloyds Chambers
Portsoken Street
London
E1 8BN

Website: www.fscs.org.uk

The level of protection for non-compulsory insurance claims is 90% of the value of the claim with no upper limit.

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights, contact your local authority Trading Standards Service or Citizens Advice Bureau. You are advised that any telephone call made to Our Policy Administration, Claims Services and Quality Assurance departments may be monitored or recorded. This is to monitor the accuracy of information provided by our customers and our own staff. It may also be used to provide additional training to our staff or to prove that our procedures comply with legal requirements. Our staff are aware that calls can be recorded and monitored.

Q I can't find the answer to my question. What next?
A. Please email us at customerservices@protectyourbubble.com.
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 How can I change my policy?
A. You can call us on 0844 346 3970* 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
*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.

Policy

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

A. Yes – if you’re starting a new gadget policy, your item/items need to be less than 18 months old. This also applies if you are adding a new item to an existing policy that was opened after 3 May 2011.

For family gadget policies, your items need to be less than 36 months old.

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 What are the main exclusions and conditions on this policy?

A. Please refer to our summary of cover and terms and conditions for full details. The main exclusions and conditions of this policy are:

  • You must be 18 years or older to purchase a policy
  • No claims will be processed for events occuring within 14 days after your purchase your policy
  • Your gadget must be purchased as new from a registered VAT retailer in the UK, Isle of Man or Channel Islands
  • We will not pay for any loss or damage to gadgets that are left unattended outside your home – this means if they are not in your sight at all times and are out of your arms length reach. For example, if you are in a pub and leave your gadget on a table whilst you go and order drinks from the bar, this would be classed as being left unattended
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. 

If you purchased your policy after 3 May 2011:

  • Laptop –£75 excess fee for each claim
  • Smartphone, iPad, tablet or iPhone – £50 excess fee for each claim
  • All other items – £25 excess fee for each claim

Any loss claims will incur a further £25 excess fee. Any international claims are subject to a £75 excess fee. All accidental damage claims made in the first three months from the policy start date will incur an additional £25 excess charge. 

If you pay your policy on a monthly basis, you are required to pay the remaining unpaid monthly payments before the claim can be agreed in full.

If you purchased your policy before 3 May 2011 and your policy number begins with a 4, 5, 6 or 7, please refer to your terms and conditions or email us at customerservices@protectyourbubble.com.
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:

*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 What if I replace my insured gadget, or want to include more gadgets on my policy?

A. If you've replaced your gadget, or would like to insure additional gadgets, you should contact us. 

If you purchased your policy after 3 May 2011 (your policy number should start with DGI):

If you purchased your policy before 3 May 2011 (your policy number should start with a 4, 5, 6 or 7):

*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 How do I renew my gadget policy?
A. Each year, we’ll contact you approximately one month before your renewal date and offer to renew your policy. If you don’t tell us that you’d like to cancel, then we’ll automatically process your renewal. 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 with us.

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

Q Why do I need to buy my gadget from a VAT registered retailer?
A. When a retailer is VAT registered, we have confidence that you’ve purchased your device from a legitimate store, not from an auction site or through other means. That helps us reduce fraudulent claims and keep our premiums low.
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.

If you purchased your policy after 3 May 2011 (your policy number should start with DGI, Family Gadget policy numbers start with FGI):

*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.

If you purchased your policy before 3 May 2011 (your policy number should start with a 4, 5, 6 or 7):

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.

A £10 cancellation fee will be applied when you cancel your policy. 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.

If you purchased your policy after 3 May 2011 (your policy number should start with DGI):

*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.

If you purchased your policy before 3 May 2011 (your policy number should start with a 4, 5, 6 or 7):

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. However, if you’d like to ensure older gadgets, the Family Gadget option provides cover for gadgets that are up to 36 months old.

Call customer service on 0844 346 3970* if you’d like more information on which policy would work best for your family.

*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.

Cover

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 What is covered under the policy?
A. Our policy covers against:
  • Theft
  • Cracked screens
  • Accidental damage
  • Liquid damage
  • Mechanical breakdown (outside of manufacturer's warranty)
  • Optional loss – available for an additional £1.50 per month for Gadget and Business Gadget Insurance customers, and for £1 per month for Family Gadget Insurance customers. Loss cover is not available for TVs, desktop computers or laptops.
  • Worldwide cover up to 180 days per year
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 Am I covered if I bought my device from an auction site?

A. No – we only cover electronic gadgets that are purchased, as new, from a VAT registered retailer in the UK, Isle of Man or Channel Isles. 

Please read 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 Am I covered whilst I am away on holiday?
A. Yes – your device will be covered worldwide up to a maximum of 180 days in total in any single 12-month period.  
Q If I leave my gadget unattended and something happens to it, am I still covered?
A. No – we will not pay for any loss or damage to gadgets if you leave them unattended outside of your home. An item is unattended if it is not in your sight at all times, or is out of your arms-length reach. 

Examples of when we may consider your gadget to have been left unattended are listed below:

  • Knowingly leaving your gadget out of your sight when you can’t see it and other people can
  • Knowingly leaving your gadget on a table in public where it is out of your arms-length reach
  • Leaving your gadget in your car when it is not concealed and locked away

We do not expect you to leave your gadget unattended, even if it is concealed in its own carrier, a bag, handbag or a briefcase.

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 carrier, 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 purchase.

Q Are cosmetic damages covered?
A. No – only damages affecting your device’s ability to function properly are covered. Cracked screens are covered, however. 

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 purchase of the item you are claiming for. 

This will need to show:

  • The make and model of your gadget
  • The date the gadget was purchased
  • Your name (where possible)
  • The IMEI number of the gadget
  • Proof that the gadget was purchased as new in the UK, Isle of Man or the Channel islands from a registered VAT retailer

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: Post a copy of your receipt(s) to: 

Protect Your Bubble
PO Box 1033
Uxbridge
UB8 9PX

Or, send an electronic copy of your receipt to customerservices@protectyourbubble.com. We’ll link your receipt information to your policy to speed up any future claims.

Q How do I make a claim?

A. 1. Register your claim online 24/7 via MyBubble OR call us on 0844 346 3970*. Our phone lines are open Monday to Friday from 8am to 6pm.

Alternatively you can write to us at:

Protect Your Bubble
PO Box 1033
Uxbridge
UB8 9PX

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

2. When you register your claim we will ask you for some information – usually this will include up to three things:

  • Proof of ownership of your gadget
  • For lost or stolen gadgets, a lost property or crime reference number – you should also blacklist your handset with your network provider
  • For mobile phone claims, we may also request that you provide confirmation from your network provider confirming when you last used the phone. We will confirm this when you make your claim.

Once we have all the information, we always aim to make a decision on your claim within two working days. Once a claim is approved, we always aim to repair damaged gadgets within five working days and replace lost or stolen gadgets within two working days. (On average, from June to September 2013, 92% of gadgets were repaired within three working days.)

If you purchased your policy before 3 May 2011 (your policy number should start with a 4, 5, 6 or 7):

Alternatively you can write to us at:  
 
Claims Department
602 Cumberland House
80 Scrubs Lane
London
NW10 6RF

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

A. Yes – you need to report the theft and loss of any mobile or PDA to your network provider and blacklist it within seven days of its loss or theft. If you don’t do this we will be unable to approve your claim.

We will not pay for any unauthorised calls or data used where the theft or loss has not been reported to your network provider and the phone has not been blacklisted within 72 hours.

Q Do I need to report the theft or loss of my gadget to the police?
A. Yes, you need to report the theft or loss of any gadget to the police within seven days. You will need to obtain a crime reference number in support of a theft claim and a lost property number in support of a loss claim. If you do not do this we will be unable to approve your claim.
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 Will you cover shipping charges if my item needs repairs?
A. Yes – we’ll send you a prepaid shipping container 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 within seven days (72 hours for unauthorised call claims), 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.

Contact Us

Contact Us

Whether you have a sales enquiry, or need to change details on your policy, all the information is at your fingertips

Make a claim

Make a claim

Not sure where to start? We've pulled together all the information you’ll need

Renew my policy

Renewing your gadget policy

If it's that time of year and you have a question about renewing your policy, check our FAQs

Make a complaint

Make a complaint

If something’s not gone as smoothly as you expected, please get in touch and we’ll do our best to resolve the matter as quickly as possible