Frequently Asked Questions

What does Mfonex Insurance Insure?
We offer insurance on Mobile Phones, PDA’s, MP3 Players, iPods, Satellite Navigation Systems, PSP’s and other portable consoles, PMP’s, and Laptop and PC’s

What cover does the insurance offer?
Theft – including unattended theft from a secure vehicle / secure premises, Loss (mobile phones and PDA’s only), Extended Warranty (Up to 5 years), Accidental Damage (including Liquid Damage), International Cover and Free No Claims Bonus

What are the main exclusions?

Leaving the phone unattended, except as above,

Not reporting the theft/loss within 24 hours to the police, or, in the case of mobile phones and PDA’s, not reporting the theft/loss to the Service Provider within 12 hours to stop the line and blacklist the handset.

What is the claims procedure?
In the event of a claim, the customer must :

Report the theft / loss of the phone within 12 hours of discovery to the Service Provider

Report the theft / loss of the phone within 24 hours of discovery to the police and obtain a crime / loss reference number.

Pay an excess fee of £25 for theft / damage claims , £50 if a loss claim or £75 if the incident occurred overseas

(This information can be found on our terms and conditions under Claims Procedure)

When does my cover commence?

Your cover begins when your first premium for the insurance is paid. If your dealer has arranged for you to have a period of free insurance, your cover will commence at point of sale

How do I claim?
You can make a claim by calling our dedicated Claim Advisors on 0871 222 1130 or you can complete our online
claim form here >>

What should I do if I get a new phone?
You should contact customer services 0871 222 1130 with your new phone details and also post a copy of your receipt to 204 Cumberland House, 80 Scrubs Lane, London, NW10 6RF

How can I cancel the insurance?
Cancellations Must be in writing. If you are cancelling the insurance within a “free” period of insurance then no notice is required, thereafter, or in all other cases, one month cancellation notice is due. You can e-mail cancellations@Mfonexinsurance.com or write to 204 Cumberland House, 80 Scrubs Lane, London NW10 6RF

If I have a complaint, what should I do?
Mfonex Insurance Plc is incorporated in the UK and authorised and regulated by the Financial Services Authority.

Although we endeavour to meet our customers’ expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Services Authority and our aim is to resolve any complaints that we receive both fairly and promptly.

Who should I contact with my complaint?
In the first instance, your complaint should be addressed to the Claims Manager at the above address.

If you do not receive a satisfactory response to your complaint, we would then advise that you write to The Customer Services Director at the above address.

If the matter has still not been resolved to your satisfaction, you should write to our underwriters who will issue you with a final response, at :

UK Underwriting, 2 Gibraltar House, Bowcliffe Road, Hunslet, Leeds, LS10 1RJ
We will endeavor to deal with all complaints in the instance within which they occur. Where this is not possible, we will endeavor to deal with the complaint with 5 working days