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 and electronic devices that form part of our everyday lives. It is only when something goes wrong that we truly understand their value, not only financially but personally and the inconvenience that can be caused.
By purchasing Gadget Insurance you can mitigate the financial risk of your gadget becoming broken, lost or stolen which may include not only the cost of the gadget its self but also any additional costs incurred such as through unauthorised usage which may otherwise leave you with a large phone bill to pay, even as high as £1000 or more.
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, Laptops, Tablets, Desktops, Digital Cameras, PC Monitors, MP3 Players, CD/DVD Players, Games Consoles, Video Cameras, Camera Lenses, Bluetooth Headsets, Satellite Navigation Devices, PDAs, E-Readers, Head/Ear Phones, Wearable Technology (such as a Smart Watch or a Health and Fitness Tracker).
If there are any other gadgets that you would like to insure that we don’t currently list, please contact us and we will see if we can assist.
Q. Is my gadget eligible for insurance?
We can insure gadget(s) that are:
- purchased new or refurbished from a UK VAT registered company, or the equivalent tax registration if purchased overseas, and supplied with a proof of purchase.
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purchased second hand or gifted to you, provided that you have the proof of purchase (which corresponds to notes 1 above) and a signed letter from the original owner confirming that you own the gadget(s). The signed letter must include the following details of your gadget(s):
- either the IMEI or serial number (whichever is applicable);
- the make and model;
- the sale price;
- confirmation that the gadget(s) were in full working order at the time of sale.
- registered and appear on your Schedule of Insurance.
- no more than 36 months old at the time of purchasing insurance for your gadgets.
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 receipt for the purchase of your gadget for which you are claiming. This must be a printed document from a registered business, for fraud prevention reasons we are unable to accept hand written receipts.
You can upload your receipts by logging in to your account at any time after purchasing your policy, enabling 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, and you part paid or the cost of the gadget was free to you, you will be required to provide evidence of the original order and/or contract under which the gadget was supplied and the current retail price of the gadget from the internet or high street retailer.
Evidence of this will be required in the event of claim and is required by us to prevent fraud / the receipt of stolen goods.
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. This means that as they are not the seller of the gadget(s) a receipt provided by the site is not sufficient to prove your ownership of the gadget(s).
We are able to provide cover for items purchased from an online auction site, for example 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 accompanied by 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, This must show your IMEI/Serial number and the full company information, including their company and taxation 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 if we require:
- Original purchase receipt confirming that the gadget was purchased new or refurbished from a UK VAT registered company, or the equivalent tax if purchased overseas. The proof of purchase must contain:
- either the IMEI or serial number (whichever is applicable);
- the make and model;
- the sale price;
AND - A signed letter from the original owner of the gadget(s) confirming that you now own the gadget(s). This letter must include the following details of your gadget(s):
- either the IMEI or serial number (whichever is applicable);
- the make and model;
- the sale price;
- confirmation that the gadget(s) were in full working order at the time of sale.
Q. Can I insure my gadget if I live outside of the UK?
Unfortunately this is not possible. Our policies and the pages on this website are intended for use by UK residents only and comply with appropriate UK legislation and regulation.
Q. Who does my policy cover?
The main policy holder must be older than 18 years of age and a resident in the UK.
The policy extends cover to immediate family, including your spouse, partner or parents or your children, brothers or sisters who permanently 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 purchased as new (this is the date on the original purchase receipt).
Once you cover a gadget with us however you can continue to insure that gadget for as many years as you like by paying your premium each month or renewing your policy each year.
So even if you are currently insured with another provider, or are at the point of your annual renewal with them, as long as the device is less than 36 months old when you first register the device on the policy you can cover it on a Switched On Insurance gadget policy.
Q. What is covered under a Switched On Insurance gadget policy?
As we do not offer advice, we provide variable levels of cover so you can choose the product that best suits your individual requirements.
Below is a summary of the different hazards that can be covered (subject to the policy terms and condition, exclusions apply):
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Accidental Damage - We will repair or replace your gadget if it is damaged as the result of accidental damage, including screen or liquid damage, providing the gadget is returned to us.
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Breakdown - We will repair or replace your gadget if it suffers breakdown, providing the gadget is returned to us. Please note that this cover only applies if the breakdown occurs outside the manufacturer’s guarantee period and would have been covered by this.
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Malicious Damage - If your gadget is damaged through the intentional or deliberate actions of another 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 the loss or theft is covered by your policy, we will refund the cost of unauthorised calls, messages and downloads made from it within 24 hours following the discovery that it was lost or stolen up to a maximum of £2500 (including VAT).
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E-Wallet Protection - If your gadget is lost or stolen, and the loss or theft is covered by your policy, we will refund the cost of unauthorised transactions made from your Credit/Debit card via your gadget, within 24 hours following the discovery that it was lost or stolen, using an e-Wallet facility (providing an e-Wallet PIN has been set for all transactions), up to a maximum of £500 (including VAT).
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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 is extended to include use of the gadget anywhere in the world, for up to a maximum of 120 days, in any one year depending on the policy selected.
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Accessories - In the event of a claim being agreed by us in respect of your gadget, we will replace any accessories damaged, stolen or lost at the same time as your gadget up to the maximum specified for the policy selected (including VAT).
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(s) as long as the breakdown would have been covered under this warranty. This does not include any wear and tear or cover for any part of your gadget(s) that would be considered a consumable i.e. batteries.
In the event of a breakdown claim you will be required to provide an independent breakdown report in support of your claim.
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 (International Mobile Equipment Identification) number of your mobile phone or smart phone handset is a unique identification code that is specific to your handset alone. It can be obtained by dialling *#06# or by checking under the battery of your handset.
Q. Do I receive a discount when insuring more than one device?
Yes, we operate a multi gadget discount policy.
For Personal, Business or Student policies, as long as the gadget(s) are all insured on the same policy you will automatically receive the discount offered in your quotation.
We also offer a Bundle policy which can be more cost efficient when insuring a number of devices within the same household.
Q. What other discounts can I receive?
If you choose to purchase a policy and pay annually rather than by monthly you will receive 12 months cover for a discounted price, which is automatically applied at the time of quoting.
Q. How can I pay for my insurance?
You can choose to pay for your insurance by paying either an Annual payment which will include a discount, or by monthly payment on a rolling contract.
Direct Debit payments will be collected by Taurus Insurance. The name Taurus Insurance will appear on your bank statement when the payment is taken.
Card payments and all other types of payment 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?
In order to set up a Direct Debit we will ask you to complete a Direct Debit Instruction during the sales process. You will need to provide your name and address, name and address of your bank/building society (where applicable), your bank/building society account number and branch sort code. You should ensure that all the details are correct.
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 provide you with advance notice of a collection of dates and amounts, including on the purchase successful page. Please check that these details are correct. Should you wish to query any of the details you can contact Taurus 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?
When you accept to purchase an insurance policy via www.switchedoninsurance.com and choose the Direct Debit payment option you are required to complete a Direct Debit instruction either online or manually by downloading and printing our Direct Debit Mandate form. The Direct Debit instruction to your bank authorises Taurus Insurance Services Ltd to take these payment(s). 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 and we then confirm the set-up of your Direct Debit instruction and future payment schedule. This information is provided on the purchase successful page.
Q. How do I pay by manual direct debit?
If you have a business bank account, or an account where you require two signatories to authorise payment you will need to download our manual Direct Debit Mandate. Print this form, complete - ensuring to clearly write your quote reference number on the form - and return to the address detailed on the form – Taurus Insurance, Suite 2209-2217, Eurotowers, Europort Road, Gibraltar.
If you do not write your quote reference on the form or if you do not send the form to us within 14 days of the quote date the quote will be invalid and this may hold up covering your devices. Your gadgets will not be covered until your Direct Debit Instruction is received by Taurus Insurance and you have been advised by us by call or email that your policy has been setup. Alternatively if you need immediate cover you may choose to pay by using another bank account or credit or debit card.
We strongly advise that you consider sending your supporting documentation by Royal Mail Recorded or Special Delivery as this provides a greater assurance that it reaches us and within a safe and timely manner. However, if you chose to send your documentation by Standard Mail the assurances can be somewhat reduced and the validation of your policy may be delayed.
Q. How soon will I receive my policy documents after purchasing a policy with you?
Your policy is instantly available for you to download once payment has been taken.
A link to download your policy documentation will also be sent to you via the email address you provide us. Please note that some internet providers may accidentally filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. You can also login via the website and download your documents at anytime. If you are having trouble accessing your documents and need help, please email us at gadget.sales@switchedoninsurance.com and we will assist you.
Q. How do I get another copy of my policy documents?
Simply login to your account via the Switched On website or contact us and we will be able to send you a duplicate copy of your documents by email.
Q. What should I do if I replace my insured item (or one of my gadgets)?
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: As per your Certificate of Insurance, if you have chosen a Monthly Policy it will continue until you cancel your policy with us by written confirmation. Your Certificate of Insurance additionally states that your policy will end if we do not receive your premium payments. This does not affect your 14 day statutory right to cancel. Upon cancellation, cover will terminate at the end of the month for which you have paid your premium (subject to your 14 day Statutory right to cancel).
Annual policies: As per your Certificate of Insurance, if you have chosen an Annual Policy your period of insurance is 12 months from the date of purchase or renewal. Upon cancellation, cover will terminate immediately and providing you have not made a claim you will receive a pro rata refund of the premium (subject to your 14 day Statutory right to cancel).
Please note: If you do cancel your policy, your gadget will no longer be covered against any of the eventualities that your policy covers.
Q. How do I cancel my policy?
Within the first 14 days you may cancel your policy at any time without reason and 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 Switched on Insurance by telephone, email or post.
If you pay your premium by monthly instalments, your policy will be cancelled at the next monthly anniversary of the date your policy commenced. There will be no refund of premium due.
If you pay your premium by monthly instalments, your policy will be cancelled at the next monthly anniversary of the date your policy commenced. There will be no refund of premium due.
If you paid your insurance premium as a single upfront payment and providing no claim has been made under the policy, you will receive a proportionate refund of premium based on the unused period of cover under the policy. 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 by you, 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
To satisfy our obligations under the GDPR a policy will only be considered as cancelled once we have verified the identity of the requester and confirmed either verbally or in writing that the cancellation request has been processed.
Please note that if you do cancel your policy, your gadget will no longer be covered against any hazards that your policy covers.
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 and we will tell you about any changes to the premium or the policy terms and conditions.
If you do not want to auto renew your policy, you just need to contact Switched on Insurance on the contact details provided in the renewal notice. If you do nothing then the renewal premium will be taken using the payment details provided at the time of the initial purchase. If your payment details have changed you will need to update your payment details before the renewal date to ensure your gadgets remain covered. 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 (or in the event of an incident occurring outside of the United Kingdom, as soon as possible on returning to the United Kingdom).
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.
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 device you must also contact your Network Provider within 24 hours of discovering the incident to place a call bar on the gadget.
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.
Switched On Insurance has worked with our Insurer to offer a range of excesses so you can purchase the cover most suitable for your needs and you can select the amount of the excess during the quoting 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 remaining amount.
Q. What documents may be required to process my claim?
We may ask you to provide one or more of the following to help us process your 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 (devices with SIM cards)
The document must include the make, model and IMEI (in respect of mobile phones) or serial number together with the date of purchase of the device and the business registration and taxation details.
Proof of Usage (gadgets with a SIM)
You must request confirmation of dates of usage for the gadget from your network provider. The proof of usage document should include the device make and model, IMEI number and confirm the date when the device was first and last used on that network.
Photographs of the Damage
Please provide photographs of your gadget (front/back and each side). These should be taken using another phone/camera. Please ensure that a front image is provided displaying the IMEI or serial number (where possible). To display the IMEI dial *#06#. Please also provide an image of each side and the back of your device.
Q. Can I make a claim on behalf of someone I know?
Due to the GDRP and the Data Protection Act 2018, you cannot claim on behalf of another individual.
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 which 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 either contact the police station local to where the incident happened. If the incident happens in another country then the police station local to where the incident happened in that country.
Q. Do I need to report any theft or loss of my phone to my network provider?
You need to report the theft and loss of any Mobile Phone, SIM enabled Tablet or PDA to your airtime provider and blacklist it within 48 hours of discovery. 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 documentation.
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 (link to claims portal) and 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 72 business hours of receiving the gadget.
Q. What if my gadget needs to be replaced?
If your gadget is deemed beyond economical repair and will need to replaced, we will endeavour to replace it with an identical fully refurbished or new (where a refurbished item is not available) item. Should this not be possible we will replace it with a fully refurbished or new (where a refurbished item is not available) item of a comparable specification or the equivalent value.
Please note: it may not always be possible to replace your gadget with the same colour or finish, where this is not possible an alternative colour will be provided.
Q. How do I make a complaint or raise a general query?
We welcome all queries and questions. Please see our contact us page for more details.
General Queries
For general and sales queries:
Policy Holders
If you need to discuss or amend your policy:
Claims
To make or discuss an insurance claim with us: