Welcome to your Monzo Phone Insurance

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

The IMEI number is a unique 15/16 digit number which identifies your mobile phone. We will need your IMEI number whenever you are logging a claim

Apple iPhone User: You can find this number by entering *#06# on your phones keypad and the number should be displayed on your screen. This number may also be on your phones battery compartment or box. Alternatively, you can also go to appleid.apple.com, you will need your apple ID to sign in, once there choose the device and the IMEI is detailed in 'about'

Android Users: You can find this number by entering *#06# on your phones keypad and the number should be displayed on your screen. This number may also be on your phones battery compartment or box. Alternatively, you can also go to Google settings and sign into your Google account, you will need to expand the android tab. Here you can view all your Android devices connected to that account, where it will list the IMEI number of your mobile phone.

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

This benefit gives you the comfort of knowing your families mobile phones are 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 4 successful claims in any 12 month period
• We can cover 4 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 were 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 specialise in getting the right fulfilment for you. This is based on whether you’re claiming for accidental damage, loss or theft and your phones make, model and damage details.

We offer an In-store repair service from a network of repair stores. If you choose to take your phone to store, you will be contacted within 24 hours of your claim being accepted to arrange an appointment that is convenient for yourself to bring in your mobile phone in for repair. In some instances, we may be able to repair your phone whilst you wait. This is subject to the fault and parts being available.

Once the repair to your phone is complete, the store will provide you with a repair receipt. Please keep this copy as the parts we use have a warranty should you need further support in the future.

If we are unable to repair your phone the store will make us aware, and we will order a replacement.

If you choose a Come To you repair, you will receive an email detailing the steps you need to follow, so your mobile phone is ready for collection.

Your mobile phone will be collected and delivered back to you by our courier City Sprint.

You will receive 3 delivery communications from the courier; The first confirming your phone has been collected and that it’s been delivered at the store. You will then receive further updates when your phone is being returned to you.

The come to you repair option has an additional service charge of £50 on top of your £75 excess fee payment.

If your phone needs to be replaced, you may choose our Same day replacement service. If your claim is accepted and is eligible for this service, we will dispatch our courier City Sprint to you with a replacement on the same day your claim is made.

The courier will send you updates on their arrival time.

The Same day replacement service has an additional service charge of £50 on top of your £75 excess fee payment.

If you are making a claim on an Apple phone, you could be eligible for a pre-paid repair. We will make an upfront payment to you for the cost of the repair minus your excess fee. This payment will be transferred into your account within 2 working days.

You would then need to arrange an appointment to take your mobile phone to your manufactures store at a convenient time for yourself.

Please be aware that this repair service is subject to the manufacturers own Terms & Conditions.

If your claim has been accepted, you will receive an email with a return form attached. You will need to complete this and return it to us with your mobile phone.

The email will also detail the steps you need to follow to get your mobile phone ready for you to drop off at your local DPD pick up shop.

Please follow these steps so we can repair the mobile phone to our quality standards What do I need to do when returning my damaged/faulty phone?

Once we have received your mobile phone at our repair centre, we aim to repair it or despatch a replacement within 3 working days.

When your repaired or replaced phone is despatched to you, it will need to be signed for upon delivery from the courier

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.

• Come to you repairs have an additional £50 service charge of on top of your £75 excess fee payment.
• Same day replacement has an additional £50 service charge of on top of your £75 excess fee payment.

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@assurant.com or write to us at the address below, stating your reasons.

Customer Relations,

Monzo Premium phone insurance,

PO Box 98,

Blyth

NE24 9DL

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

• 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.

A DPD label will be sent to you when your claim has been accepted so you can send us your mobile phone. You will need to attach the label to the parcel.

It will then be ready to drop off at a DPD collection point DPD Drop Off Points

If you choose not to use our DPD courier, we recommend using a secure service, such as Royal Mail special delivery. If you choose to use a non-insured service, please be aware that your policy does not cover for any costs or loss incurred by a third party.

This is a document that states your mobile phone’s IMEI number along with its make, model and memory size where applicable. 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.

We do not tolerate any aspect of fraudulent activity. We work closely and share data with other insurers, law enforcement agencies, fraud prevention agencies, public bodies, and airtime providers to identify fraud and support prosecution where appropriate evidence exists.

We, and other organisations, may access and use the information recorded by fraud prevention agencies, from both the UK and from other countries. It is important that when applying for insurance or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge.

Failure to do so may affect the validity of your policy or the fulfilment of your claim.

If false or inaccurate information is provided and fraud is identified, then we will:

• Reject the claim and we may cancel your policy. If an excess has been paid this will be returned.
• Report you to relevant authorities and take legal action, if necessary, to recover any money already paid to you under this insurance policy.
• Pass the details on to your bank; network or our distribution partner> providing this service as part of a wider offering.
• Share details of the fraudulent claim with several industry wide fraud prevention databases. A list of participants and the name and address of the operators are available on request.
• Pass details to fraud prevention agencies.
• Provide law enforcement agencies with access to use this information.

We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:

- Checking details on applications for credit and credit related accounts or facilities.

- To prevent and detect fraud.

- Managing credit and credit related accounts or facilities.

- Checking details on proposals and claims for all types of insurance.

- Checking details of job applicants and employees.

If your claim is ongoing you can cancel, and we will refund your excess. If you have had a replacement the phone is our property and needs to be returned

You can call us on 0330 156 6696

Our team is available:

Monday – Friday 9am to 8pm

Saturday 9am to 6pm

Alternatively, you can email us at monzoclaims@assurant.com, please include your policy number in your message