Help and Support
Find answers to commonly asked questions
Popular Questions
Q. What is gadget insurance?
Gadget insurance is a cost effective way to insure the gadgets that form part of our everyday lives. It is only when something goes wrong, such as damage, loss or theft, that we truly understand their value. This affects not only finances but can also cause major inconvenience.
By buying gadget insurance you can help cover the cost if your gadget is broken, lost, or stolen. And you also have a team of experts to help you sort the issue out quickly and easily.
Q. What types of gadget does a Switched On Insurance policy cover?
For the purpose of this policy a gadget can be any one of the following items:
Mobile Phones, Smart Phones, PC’s and Laptops (including custom built), Tablets, Digital Cameras, Games Consoles, Video Cameras, Camera Lenses, Bluetooth Headsets, Bluetooth Speakers, Satellite Navigation Devices, E-Readers, Head/Ear Phones, Smart Watches or a wrist worn Health and Fitness Tracker.
If you are unsure whether your gadget is covered, please contact us.
Q. Am I eligible to buy gadget insurance?
To buy a policy you must be:
- A Permanent Resident of the United Kingdom.
- The owner of the gadget(s) or an immediate family member of the gadgets’ owner.
- Over the age of 18.
Q. Is my gadget eligible for insurance?
We can insure gadget(s) that are:
- purchased new or refurbished from a UK VAT registered company and supplied with a proof of purchase. If purchased overseas the company must be registered for the equivalent tax.; or
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purchased second hand or gifted to you. Provided that you have the original proof of purchase, which corresponds to criteria 1 above. You will also need a signed letter from the original owner confirming that you own the gadget. The original proof of purchase and letter must include the following details of your gadget:
- a.either the IMEI or serial number (whichever is applicable);
- b.the make and model;
- c.the sale price (your purchase price);
- d.confirmation that the gadget was in full working order at the time of sale.
- registered and appear on your Policy Schedule.
- no more than 36 months old at the time of first purchasing insurance for the gadget.
Q. Does my gadget need any additional security?
Most modern gadgets have inbuilt security systems, such as Apple's ‘Find My’ or Google's ‘Find My Device’. These security features are designed to help you locate your lost gadget and put off potential thieves by making these gadgets less attractive to steal.
Where these security features are inbuilt in to your gadget, it is a policy requirement that these are active. This is required during your period of insurance and throughout any claims process.
Q. Do I need to supply a receipt if I make a claim?
In the event of a claim you will need to provide the original purchase receipt for the gadget. This must be a printed document from a registered business. For fraud prevention reasons we are unable to accept handwritten receipts.
Once you have purchased your policy you can upload your receipts to your account. This will allow quick and easy access should you need to claim.
Q. What do I do if my gadget was provided free as part of a contract, e.g. my mobile phone?
If your gadget was provided to you as part of a contract, your contract will act as your proof of ownership.
In the event of claim a copy of your contract can be provided as proof of purchase.
Q. Am I covered if I bought my gadget from an auction site?
An auction site does not sell anything. They are a platform used to introduce buyers and sellers. As they are not the seller of the gadget(s) a receipt provided by the site is not sufficient proof of purchase.
We can provide cover for items bought from an online auction site, e.g. eBay, as long as you are able to satisfy either:
If purchased from an individual
Provide the original receipt they received when they purchased the gadget as new. You will also need to provide a signed letter transferring the ownership of the gadget to you.
If purchased from a business
We would require a receipt for your item sent directly from the company. It must show your IMEI/Serial number and full company information, including registration details.
Q. Am I covered if my gadget was purchased second-hand or gifted to me?
To insure a gadget we must be satisfied that we know the age of the gadget and understand its history. This means that we require:
- Original purchase receipt confirming the gadget was purchased new or refurbished from a UK VAT registered company. If purchased overseas the company must be registered for the equivalent tax. The proof of purchase must contain:
- a.either the IMEI or serial number (whichever is applicable);
- b.the make and model;
- c.the sale price;
AND - A signed letter from the original owner of the gadget confirming that you now own the gadget. This letter must include the following details of your gadget:
- a.either the IMEI or serial number (whichever is applicable);
- b.the make and model;
- c.the sale price;
- d.confirmation that the gadget was in full working order at the time of sale.
Q. Can I insure my gadget if I live outside of the UK?
Regrettably this is not possible. Our policies and the pages of this website are intended for use by permanent UK residents only. This is to allow us to comply with appropriate UK legislation and regulation.
Q. Who does my policy cover?
The main policyholder must be older than 18 years of age and a permanent resident in the UK.
The policy extends cover to immediate family, including your spouse, partner or parents or your children, brothers or sisters who are permanent UK residents and reside in the same household with you.
Q. Is there an age restriction on the gadget(s) that I can insure on a policy?
Each gadget must be less than 36 months old from the date it was bought as new. This is the date on the original purchase receipt.
Once you insure a gadget with us, you can continue to cover that gadget for as many years as you like. All you need to do is pay your premium each month or renew your policy each year.
You can still buy our insurance for your gadget, even if you have cover somewhere else or are due for renewal. As long as your device is less than 36 months old you when you buy a policy.
Q. What is covered under a Switched On Insurance gadget policy?
We provide variable levels of cover so you can choose the product that best suits your needs.
Below is a summary of the different hazards that can be covered (exclusions apply):
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Accidental Damage - We will repair or replace your gadget if it is accidentally damaged. This includes damage to screens and damage resulting from sudden and unexpected damage caused by liquid.
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Breakdown - We will repair or replace your gadget if it suffers breakdown, providing the gadget is returned to us. This only applies if the breakdown occurs outside the manufacturer’s warranty and would have been covered by this.
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Malicious Damage - If your gadget is damaged through the deliberate actions of a third party we will repair it. Where only part or parts of your gadget have been damaged, we will only replace that part or parts.
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Unauthorised Usage - If your gadget is lost or stolen, and your claim is approved, we will also cover the costs incurred by a third party. This means we will refund the cost of calls, messages and downloads made without your authorisation. Cover is up to a maximum of £2500 (including VAT) for the 24 hour period following the theft or loss.
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E-Wallet Protection - If your gadget is lost or stolen, and your claim is approved, we will also refund e-Wallet transactions made by a third party. Cover is up to a maximum of £500 (including VAT) providing an e-Wallet PIN has been set for all transactions.
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Theft - If you suffer theft of your gadget we will replace it (in respect of a valid theft claim).
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Loss - If you accidentally lose your gadget we will replace it (in respect of a valid loss claim).
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Worldwide Cover - Cover allows you to use the gadget anywhere in the world. The maximum number of days in any one year depends on the policy selected.
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Accessories - If your gadget claim is approved, we will replace any accessories also damaged, stolen or lost. The maximum you can claim depends on the policy selected.
All of the above are subject to the policy terms and condition, exclusions apply.
Q. What is breakdown cover?
Once your manufacturer’s warranty expires, we will cover the breakdown of your gadget. This cover is provided as long as the breakdown would have been covered under this warranty. This does not include wear and tear or cover for any part of your gadgets that would be considered a consumable. e.g. batteries.
In the event of a breakdown claim you will be required to provide an independent breakdown report.
Q. How do I purchase insurance?
Protecting your Gadget is quick and easy. Insurance can be purchased online with immediate cover, simply get a quote.
Q. How do I find out my IMEI number?
The IMEI number of your SIM enabled device is a unique code that is specific to your gadget alone. It can be obtained by dialling *#06# or by checking under the battery of your gadget.
Q. Do I receive a discount when insuring more than one device?
Yes, we operate a multi gadget discount policy.
If all your gadgets are insured under the same policy, we’ll automatically apply a discount to your quote.
We also offer a Bundle policy, which can save you money when covering multiple gadgets in the same house.
Q. What other discounts can I receive?
If you choose to purchase a policy and pay annually, you will receive 12 months cover for a discounted price. The discount is automatically applied when you obtain your quote.
Q. How can I pay for my insurance?
You can choose to pay either by annual payment which will include a discount, or by monthly rolling payments.
Direct Debit payments will be collected by Taurus Insurance. The name Taurus Insurance will appear on your bank statement when the payment is taken.
All payments will be collected by Taurus Insurance Services Ltd (trading as Switched On Insurance). The name Taurus Insurance Services Ltd may appear on your credit or debit card statement.
Q. How does a direct debit payment work?
To set up a Direct Debit we will ask you to complete the Direct Debit Instruction during the sales process. You will need to provide your bank/building society account number and branch sort code. It is important to ensure that all the details are correct before submitting.
Taurus will then forward the instruction on to your bank/building society. This then gives us authority to collect varying agreed amounts from your account on dates agreed with you.
We will give you notice of the collection dates and amounts, including on the purchase confirmation page. Please check that these details are correct. Should you wish to query any of the details you can contact us at anytime.
There is nothing further you need to do apart from ensure you have sufficient funds in your account. If your collection does fail we will automatically retry the collection a few days later.
Q. How is Taurus authorised to take direct debits / payments from my bank account?
If you buy insurance on www.switchedoninsurance.com and choose Direct Debit, you need to fill out a Direct Debit form online. You can also print out a Direct Debit Mandate and send it to us. The Direct Debit instruction to your bank authorises Taurus Insurance Services Ltd to take these payments. All Direct Debits are backed by the Direct Debit Guarantee.
Q. Is it possible to change the date that my direct debit payment comes out of my bank account?
Unfortunately you are unable to change the date of the Direct Debit collection from your bank account. The date is set and agreed with your bank, we then confirm the set-up of your Direct Debit and future payment schedule. This information is provided on the purchase confirmation page.
Q. How do I pay by manual direct debit?
If you have a business account, or your account requires two signatories, you must download our manual mandate. Print and complete this form, ensuring you clearly add your quote reference number. You can download this form by clicking the following link - Direct Debit Mandate.
Please return the completed form to – Taurus Insurance, Suite 2209-2217, Eurotowers, Europort Road, Gibraltar.
If you don't add the quote reference, or if we don't receive the form within 14 days, the quote will be invalid. This will hold up covering your gadgets. Your gadgets will not be insured until your mandate is received and we have confirmed that your policy has been set up. If you need immediate cover you may choose to pay by using another bank account or credit or debit card.
We advise that you send your mandate by email or recorded delivery to make sure we receive it. If you chose to send your mandate by standard mail your cover may be delayed.
Q. How soon will I receive my policy documents after purchasing a policy with you?
Your policy documents are instantly available for you to download once your policy has been purchased.
A link to download your policy documents will also be sent to you via the email address you provide us. If you do not receive your documents please check your SPAM/junk folder.
You can also login via the Switched On website My Account page and download your documents at any time. If you are having trouble accessing your documents, please email us at gadget.sales@switchedoninsurance.com and we will assist you.
Q. How do I get another copy of my policy documents?
You can login via the Switched On website My Account page. You can also contact us and we will send you a duplicate copy of your documents by email.
Q. What should I do if I replace an insured gadget?
You should contact us so that we can update your policy. Please see the contact us page for details.
Q. When does my insurance policy end?
Monthly policies: If you chose a Monthly Policy, cover will continue until you cancel your policy with us. Your policy will also end if we do not receive your premium payments. Upon cancellation, cover will terminate at the end of the month for which you have paid your premium.
Annual policies: If you have an Annual Policy your insurance will be active for 12 months from the date of purchase or renewal. Upon cancellation, cover will terminate immediately. Providing you have not made a claim you will receive a pro rata refund of the premium.
The above do not affect your 14-day statutory right to cancel.
To ensure the policy offers fair value, we will renew your cover for a maximum of 7 years. If your policy is still active after 7 years, we will write to you to confirm that cover will cease after 30 days.
Q. How do I cancel my policy?
Within the first 14-days you can cancel your policy at any time without reason. You will receive a full refund, provided no claim has been made and you don’t intend to make a claim.
After the Cooling off Period you can cancel cover at any time by contacting us.
If you pay your premiums monthly, your policy will be cancelled the date your next monthly payment is due. There will be no refund of premium due.
If you paid for your insurance in full and haven’t made a claim, you’ll get a refund for the time left on your policy. Cover will cease from the date we receive your cancellation instructions or from a later date at your request. If a claim has been made, we will cancel your cover but not refund any premium.
You can email gadget.sales@switchedoninsurance.com
Or write to:
Taurus Insurance Services LtdSuite 2209-2217
Eurotowers
Europort Road
Gibraltar
GX11 1AA
We take the security of your data seriously. Your policy will only be considered cancelled once Taurus has verified your identity. Confirmation of cancellation will then be made to you either verbally or in writing.
Q. Will my annual policy automatically renew after the 12 month period?
Yes, we will auto renew your annual policy. You will be contacted at least 21 days before the renewal date of your policy. This notice will tell you about any changes to the premium or the policy terms and conditions.
If you do not want to renew your policy, you can contact us using the contact details in the notice. If you do nothing then the renewal premium will be taken using the payment details that we hold for you.
If your payment details have changed you will need to update them before the renewal date. Please contact us to do this.
Q. How do I make an insurance claim?
You can make a claim online 24/7 via our online claims portal.
You must register your claim as soon as possible from discovery of the incident. If the incident occurs outside of the United Kingdom, please do this as soon as possible on your return.
Please read and follow our claim procedure to ensure your claim is processed with the minimum delay. Failure to observe these procedures may invalidate your claim.
Report the theft, loss, or malicious damage of your gadget to the police local to where the incident happened. This report will ideally be within 24 hours of discovery. You are required to get a crime reference number and a copy of the police report.
If you are claiming a SIM enabled gadget, you must contact your Network Provider so they can blacklist the gadget. This report will ideally be within 24 hours of discovery.
Q. What is an excess?
This is the amount you have to pay if you decide to make a claim on your policy. It’s a way of you accepting a small portion of the risk yourself.
We have worked with our insurer to offer a range of excesses so you can purchase the cover suitable for your needs. You can select the amount of the excess during the quote process.
Q. How does an excess work?
If your gadget is dropped, the cost of repairing the damage might be £1000. If you selected a policy with a £100 excess, you’d pay this amount and the insurer would pay the rest.
Q. What documents may be required to process my claim?
Proof of Ownership
You must provide evidence to show that you own the gadget such as:
- Original Purchase invoice
- Contract Agreement from Network Provider
The document must include the make, model and IMEI or serial number together with the date of purchase. It must also show the business registration and taxation details.
Proof of Usage (gadgets with a SIM)
If you have a mobile phone, or other SIM enabled gadget, usage will be provided by your network provider. For other gadgets, such as laptops, this may be determined through inspection by our repairers. The proof of usage document shows your gadget has been in use before the event which leads to the claim.
Photographs of the Damage
Please provide photographs of your gadget (front/back and each side). Please ensure that a front image is provided displaying the IMEI or serial number (where possible). To display the IMEI dial *#06#.
Q. Can I make a claim on behalf of someone I know?
Due to the GDPR and the Data Protection Act 2018, you cannot claim if the policy is not in your name.
Q. What happens if an incident happens and the switched on call centre is closed, i.e. such as at the weekend?
That's fine, you can make a claim online via our online claims portal which is available 24/7.
For details on how to make a claim please visit our make a claim page. This page also includes details of our call centre opening hours should you require any further assistance.
Q. How can I report theft, loss or malicious damage to the police?
You should contact the police station local to where the incident happened. If the incident happens in another country please report the issue to the police station local to where the incident occured.
Q. Do I need to report the theft or loss of my gadget to my network provider?
You need to report the theft and loss of any SIM enabled gadget to your Network Provider. This is so they can blacklist the gadget, which must be done within 24 hours. If you do not do this we will be unable to approve your claim.
Q. How long will it take to receive a decision?
We will assess your claim and aim to approve it within 2 working days of receiving all requested documents.
Please be aware that not all claims are the same and the time to process your claim may exceed this timescale.
Q. How can I check the status of my insurance claim?
To check the status of your insurance claim, please visit our 24/7 online claims portal. Select the 'Let's go' button next to 'Check Status of a claim'.
Q. How long will the repair take?
Once your claim is approved, we will contact you to advise on where to send your device for repair. Our repair centre will then aim to repair your gadget within 3 working days of receiving the gadget.
Please be aware that factors such as the availability of parts, may mean that repairs exceed this timescale.
Q. What if my gadget needs to be replaced?
If your gadget needs to replaced, we will replace it with a gadget of the same make, model and memory size. Replacements will be pre-owned, refurbished or remanufactured (not brand new). This is not a new for old insurance policy. Gift cards or vouchers may be used as an alternative method of claims settlement at our full discretion.
We aim to replace your gadget within 2 working days of claim approval. Please be aware that factors such as the availability of a replacement, may mean we exceed this timescale.
If we can't replace your gadget with the same colour or finish, an alternative colour will be provided.
Q. How do I make a complaint or raise a general query?
Please see our complaints page for full details of the complaints process.
General Queries
For general and sales queries:
Policyholders
If you need to discuss or amend your policy:
Claims
To make or discuss an insurance claim with us: