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 possibly up to £1000 or more.
Q. What is a Gadget?
A gadget is an electronic device designed by the manufacturer to be portable generally with its own internal power source, which can be used in or away from the home.
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 including iPhones, Laptops including MacBooks, Tablets including iPads, Desktops including iMacs, iPods, Digital Cameras, PC Monitors, MP3 Players, DVD Players, Games Consoles, Video Cameras, Camera Lenses, Bluetooth Headsets, Satellite Navigation Devices, PDAs, E-Readers, In-Car Computers, Head/Ear Phones, Wearable’s (such as Google Glasses or Smart Watches).
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. 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. 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, 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 hazardous 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, 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.
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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 after the time 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, after 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 in for the policy selected.
All of the above are subject to the policy terms and condition, exclusions apply.
Q. Who does my policy cover?
The main policy holder must be older than 16 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 permanently reside with you.
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. 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. Do I receive a discount when insuring more than one device?
Yes, we operate a multi gadget discount policy.
As long as the gadget(s) are all insured on the same policy you will receive the discount offered on the day of purchase.
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 the price of 11, equivalent to one month worth of free cover.
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 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 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 to take these payment(s) on our behalf. All Direct Debits are backed by the Direct Debit Guarantee. Taurus Insurance will send you confirmation of your direct debit payment(s) schedule in by email once the Direct Debit is set-up.
Q. How does a Direct Debit payment work?
A Direct Debit is an instruction from a customer to their bank or building society authorising an organisation to collect varying amounts from their account, as long as the customer has been given advance notice of the collection amounts and dates. In accepting insurance from Switched On Insurance, you have agreed that we send your personal and bank details to the insurance administrators to enable us to arrange for your gadget to be insured from the moment your insurance has been accepted.
In order to set up a Direct Debit, the organisation you wish to pay will ask you to complete a Direct Debit Instruction. 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.
The organisation will update their payment records and forward the instruction on to your bank/building society. The instruction to them gives the organisation authority to collect varying agreed amounts from your account on dates agreed with you.
The organisation will give you advance notice of a collection of dates and amounts. Check these details are correct. Should you wish to query any of the details contact the organisation straight away. There is nothing further you need to do apart from ensure you have sufficient funds in your account.
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.
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 in 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 letter 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. In the event I claim how much is the excess on my device?
What is an excess? If you make a claim you are liable to bear some of the cost of repairing or replacing your gadget and the insurer bears the rest. All insurers do this to ensure that the policy holder carries some financial risk and is therefore encouraged to take reasonable care of their device. Switched On Insurance has worked with our Insurer to keep excesses low for the majority of gadgets.
For policies sold on or after 1 August 2018 our policy excesses are as follows:
| Insured Device Value | Standard Excess | Additional Theft or Loss Excess | Additional Early Claim Excess | Maximum Excess Payable |
|---|---|---|---|---|
| £300 or less | £25 | £25 | £50 | £100 |
| Over £300 up to £1,000 | £50 | £25 | £50 | £125 |
| Over £1,000 | £75 | £50 | £50 | £175 |
Important note: For any claim for theft or loss, or where the incident occurs within the first 31 days of the initial policy inception date an additional excess is payable over and above the standard excess as detailed.
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). For any cancellations after 14 days of the insurance policy purchase date we will charge an administration fee of £15.
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. Will my annual policy automatically renew after the 12 month period?
Yes, we will auto renew your annual policy. You will be contacted up to 30 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 the policy Administrator 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 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. How do I make an insurance claim?
You can contact our claims helpline on 0330 880 1746 (local rate call). Lines are open Monday to Friday 9am - 5:30pm.
You must register your claim by contacting our Claims helpline 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 phone you must also contact your Network Provider within 24 hours of discovering the incident to place a call bar on the handset.
Q. How can I report theft or malicious damage to the police?
You should either contact your local police station or 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 Smartphone, Mobile 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. 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 just need to contact us as soon as possible during normal call centre opening hours. Please see the claims section on the contact us page for details of our opening hours.
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. The receipt must be in the same family name. If you do not possess or were never issued with a receipt for your gadget (as they were provided free as part of a contract, e.g. mobile phone), you will need to provide evidence of the original order and/or contract under which the gadget was supplied.
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. 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. Am I covered if I bought my electronic item from an auction site?
We can only insure gadget(s) that are:
- purchased from a UK registered company supplied with full UK consumer rights and warranties; or
- purchased worldwide directly from the manufacturer (e.g., Apple US); or
- refurbished items purchased directly from the manufacturer and which includes a manufacturer’s warranty; or
- purchased second hand that have the original proof of purchase (which corresponds to notes 1 to 3 above) and a signed letter from the original owner confirming that you own the gadget(s). This letter must include IMEI (where applicable), serial number and make and model of your gadget(s).
Q. Can I make a claim on behalf of someone I know?
Due to the Data Protection Act, you cannot claim on behalf of another individual.
Q. How can I check the status of my insurance claim?
To check the status of your insurance claim, please contact us.
Q. How do I cancel my policy?
Within the first 14 days you may cancel your policy at anytime without reason and receive a full refund provided no claim has been made. After the 14 days cooling off period we require 30 days notice. Cancellations must be sent in writing via email or by post to Taurus Insurance. Please quote your policy number and state that you wish to cancel.
You can email gadget.sales@SwitchedOnInsurance.com
Or write to:
Taurus InsuranceSuite 2209-2217
Eurotowers
Europort Road
Gibraltar
If your insurance is on a monthly contract the cover will continue until the end of the period for which you have already paid. If your insurance is an annual contract then provided no claim has been made you will receive a proportionate refund of the annual premium for the remaining months less a £15 administration fee. Please see our Gadget Policy terms and conditions for full details.
Please note that if you do cancel your policy, your gadget will no longer be covered against any hazards that your policy covers.
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: