Who to contact
Claims are handled by Citymain Administrators Ltd on behalf of the underwriters and Switched On Insurance.
When you contact them please ensure that you have the following information available to you as they will require it to process your claim:
- Your policy number
- Full circumstances of your claim
Please follow the procedures below to ensure your claim is processed with the minimum delay. Failure to observe these procedures may invalidate Your claim.
For Theft, loss and Malicious Damage Claims:
You must notify the appropriate local Police authority within 24 hours of discovering the incident and obtain a Crime Reference / Lost Property number and a copy of the Police Crime Report. Should you be claiming for the Theft or Loss of your mobile phone you must also contact your Network Provider within 24 hours of discovering the incident to place a call bar on the handset.
For all claims (including Theft, Loss and Malicious Damage):
You must contact our Claims helpline on 0333 999 7910 as soon as reasonably possible from discovery of the incident (or in the event of an incident occurring outside of the United Kingdom, as soon as reasonably possible on returning to the United Kingdom). Our call centre is open from 9am to 5:00pm, Monday to Friday.
You may be required to complete a claim form, which you must complete in full and return it to the claims Administrator in accordance with their instructions, and in any event within 30 days of notifying the claim together with any requested supporting documentation including:
- Police Crime Reference / Lost Property Number (where applicable)
- Proof of Violent and Forcible Entry (where applicable)
- Proof of Purchase (we must have this for crime prevention and fraud purposes)
- Any other requested documentation
Subject to receipt of a fully completed claim form, all required supporting information and the damaged item (where appropriate) the administrator will authorise the repair or replacement of the Gadget as appropriate in most instances within 48hrs.
Please see your Gadget Policy Terms and Conditions for full details.
Claim form download:
In the event you have not received a claim form by email after calling our claims team to get a claim reference number, you may instead download the appropriate claim form from here: Download Claim Forms. Please note you must call our claims team first, we will not accept any theft, loss or malicious damage claim where you have not contacted our claims team on the phone number provided above.