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All your policy information   ●   Report a claim

All your policy information
Report a claim

Frequently Asked Questions

Here are some of the most commonly asked questions about the insurance products.

You can email us at uk.complaints@assurant.com. Please include your policy number in the message where possible. Alternatively, you can call 0330 156 6696.

Your cover is provided on Monzo’s behalf by Assurant General Insurance Limited who are authorised and regulated by the Financial Conduct Authority.

The IMEI number is the unique serial number used to identify your phone. The easiest way to obtain this is by entering *#06# on your phone’s keypad and the number will be displayed on screen. Otherwise, the 15/16 digit number is usually displayed in the battery compartment of the phone, on the box it came in or on the receipt. If you cannot retrieve your IMEI number please contact your network provider. If your mobile phone is an iPhone, your IMEI number is located on the SIM tray.

This benefit gives you the comfort of knowing your phone is covered worldwide for Loss, Theft, Damage, Breakdown (including faults) and Unauthorised network charges up to £1000 per claim. Other useful information about your cover:

  • You are covered for a maximum of two successful claims in any 12 month period
  • We can cover mobile phones up to a maximum value of £2,000
  • We can also provide cover for accessories (e.g. cases, headphones and screen protectors) which are involved in the same incident as the handset, up to £300 per claim
  • We can only send repaired and replacement mobile phones to a UK address
Please note; all of the amounts quoted above are inclusive of VAT.

You can start a new claim and then track the progress through this website. If your phone has been lost or stolen you should contact your network provider to block the SIM. Also, for stolen phones you will need to contact the Police to obtain an incident reference number. If you’re claiming for a damaged or faulty iPhone, you will need to remove your Find My iPhone account from the device. Please visit Apple’s website for instructions on how to do this.

We will advise you immediately if your claim has been accepted or whether we need some more time to assess the information provided. We will aim to complete this within 1 working day. If we need any further details, we will contact you using the details provided.

We will aim to send out a replacement phone the next working day. Our courier will contact you directly regarding the delivery of your phone, which will need to be signed for. If you are not at the requested delivery address to sign for the phone, the courier will leave a card informing you where you can collect your phone from. We will aim to replace your phone with one of the same make, model and memory size but we can’t guarantee to do this or replace any special or limited edition mobile phones. The replacement will be a remanufactured (not brand new) phone.

We will arrange for your phone to be repaired. We will send you a form on which you can provide the damage/fault details which you must then return with your phone. Upon receipt of your damaged phone and paperwork, we’ll complete some checks and confirm Find My iPhone has been removed. Once we’ve completed our assessment we will arrange for your device to be repaired within 3 working days. Please note that if there are any problems with the phone after we’ve done our checks, such as Find My iPhone is still active, then it will take longer to organise a repair. If your phone can’t be repaired then we will provide a replacement. Under the terms and conditions of your policy we will always try to provide a phone which is the same colour and specification as the device we’ve replaced but sometimes due to stock availability this isn’t possible. The replacement will be a remanufactured (not brand new) phone. Deliveries of phones will be made by courier and need to be signed for. You will receive an e-mail or text message from our courier confirming your delivery details.

An excess of £75 is payable for every successful claim which will need to be paid before we can arrange for your phone to be repaired or replaced. You can pay by credit/debit card when submitting your claim information.

If you’re not happy with the claim decision, we want to hear from you as soon as possible, please call us to discuss it. Please see the "How can I contact you about my policy?" FAQ above to find the phone number for your account. Alternatively you can e-mail us at LSG.Customerrelations@lifestylegroup.co.uk or write to us at the address below, stating your reasons.
Customer Relations Department
Monzo Premium phone insurance
Emerald Buildings
Westmere Drive

Data will be wiped as part of the repair process. Make sure, where possible, that you’ve backed-up your personal data and restored your handset to factory settings by completing a factory reset or master reset. Please refer to your handset instructions for advice on how to do this. This will restore the phone’s software to its original manufacturer settings and erase all data, settings, and applications. For iPhones, please remove your Find My iPhone account. Instructions on how to do this can be found on Apple’s website. Other things you need to send to us:

  • The phone battery
  • The charger if the fault relates to power or charging
  • The SIM tray, if your phone has one
Please do not send us:
  • Any SIM or memory cards
  • Any other accessories or items that do not relate to the damage/fault such as headphones, Bluetooth headsets, cases, the manual or box.
If any of these items are received at the repair centre, they will be destroyed. We will be unable to recover and return these items to you. We recommend using an insured service to send your device to us such as Royal Mail Special Delivery. If you choose to send your package to us using a non-insured service, please be aware that your insurance policy does not cover for any loss incurred by a third party. Please also note that your policy does not include cover for the cost of sending your device to our repair centre.

This is a document that states your mobile phone’s IMEI number along with its make and model. This information can be found on a purchase receipt or a despatch note. If you do not have this document for your mobile phone details, you will need to contact your airtime provider to send you a Proof of Usage. You can upload a proof of purchase through this website. We can then use this should you need to make a claim.