Frequently Asked Questions

Transcription

1 Frequently Asked Questions Perkbox/Mobiru NOV 2017

2 FREQUENTLY ASKED QUESTIONS HOW DO I FIND MY IMEI NUMBER? The IMEI (International Mobile Equipment Identification) number of your mobile phone is a unique identification code that is specific to your mobile phone alone. It can be obtained by dialing *#06# or by checking under the battery of your mobile phone. HOW CAN I BENEFIT FROM THIS MOBILE PHONE INSURANCE You must be over the age of 16 to take out this cover. Under our Benefits Scheme you must remain an employee, or customer, of the Company who purchased this benefit for you. Your employer, or provider, must remain in the scheme. The Mobile Phone must be owned by you. If you are a Company Director, the device many be owned by your Company. The Mobile Phone must be purchased from a UK VAT registered company supplied with full UK consumer rights and warranties (excluding online auctions). WHAT AM I INSURED FOR? Subject to the terms and conditions of the Mobiru Mobile Phone Insurance, the following covers are in place: Theft, Loss, Accidental Damage and Mechanical breakdown cover. Additionally you will receive worldwide protection for up to 30 days in any one year. There is a maximum limit of liability for any claim which shall be the replacement cost of the mobile phone and in any event shall not exceed a total claim cost up to a maximum of 1,200 including VAT, providing the mobile phone was less than 30 months old at the time of registering on the portal. HOW MUCH IS THE EXCESS? You are responsible for the first 100 for each-and-every claim. CAN I STILL INSURE MY MOBILE PHONE IF THE VALUE OF IT EXCEEDS THE LIMIT OF LIABILITY OF 1,200 INCLUDING VAT? Yes you can still insure your mobile phone but in the event of a successful claim, you will be liable for the additional costs above this limit. This will be advised to you at the time of authorisation of your claim and can be paid by credit/debit card. WHEN DOES MY INSURANCE POLICY EXPIRE? Please refer to your Insurance Schedule. HOW DO I CANCEL MY INSURANCE POLICY? You may cancel the cover at any time by giving 14 days to notice the Administrator, mobiru by hello@mobiru.co.uk or by calling telephone number (freephone). If you do cancel this cover there will be no refund of premium as you have not paid for this insurance.

3 We may also cancel this cover by giving you 14 days notice to you at your last known address, or address. If we do cancel this cover no refund will be given as you have not paid for this insurance. How do I get another copy of my policy documents? Contact the Administrator, Mobiru, on telephone number (freephone) or hello@ mobiru.co.uk who will be able to send you a duplicate copy of your documents by or post. ARE THE REPLACEMENT MOBILE PHONES BRAND NEW? Where we can, we will repair your phone. However, in the event that your claim is authorised and your mobile phone is replaced, we will do our best to replace it with an identical fully refurbished or new item. Should this not be possible we will replace it with a fully refurbished or new item of a comparable specification or the equivalent value. Please note it may not always be possible to replace your mobile phone with the same colour. HOW DO I REPORT THEFT, LOSS OR MALICIOUS DAMAGE TO THE POLICE? You should either contact your local police station or the police station local to where the incident happened. HOW LONG WILL IT TAKE FOR MY CLAIM TO BE PROCESSED? Providing we have received all the necessary documents from you, the claim will be assessed and authority for repair or replacement will be given within 2 working days from the date the claim was notified to us. If your claim is due to Theft or Loss please then allow a further 3 5 working days from the date of authorisation for a replacement handset to be issued (subject to stock availability.) If your claim is due to Accidental Damage or Mechanical breakdown please allow further 5-7 working days from the date the mobile phone is received by the repairer, for your handset to be repaired and returned. This is subject to stock of parts which we do our best to have on site. HOW CAN I CHECK THE STATUS OF MY INSURANCE CLAIM? To check the status of your insurance claim please contact our claims partner, The Replacement Service on telephone number (local rate call) or by Perkbox@trsclaims.co.uk. AM I STILL COVERED IF I UPGRADE/CHANGE MY MOBILE PHONE? If you change or upgrade your mobile phone you must update the make and model and the IMEI number through the portal. Your new mobile phone will be covered providing the mobile phone is no more than 30 months old at the time of the amendment, as evidenced by the relevant proof of purchase. HOW DO I MAKE A COMPLAINT? In relation to the policy sales process: It is always the intention to provide you with a first class service. However, if you are not happy with the sales service, please write to:. Fallon Sweetman - Director Insync Insurance Solutions Ltd

4 9 Albany Park Cabot Lane Poole Dorset BH17 7BX Tel: In relation to claims handling or service related: It is always the intention to provide you with a first class service. However, if you are not happy with the claim handling service, please write to the Customer Relations Manager of the Administrator: Their contact details are: FAO: Customer Relations Manager The Replacement Service Ltd., New Alphabet House, Carden Street, Worcester, Worcestershire WR1 2AT Tel: (local rate call) perkbox@trsclaims.co.uk We will acknowledge your complaint within 2 working days You have the right to refer your complaint to the Financial Ombudsman Service at any time: The Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom. Telephone: For calls outside of the UK, please call complaint.info@financial-ombudsman.org.uk. Web Address: If you wish to complain about an insurance policy purchased online you may be able to use the European Commission s Online Dispute Resolution platform, which can be found at the following address: These procedures do not affect your legal rights. Your policy is administered by Insync Insurance Solutions Ltd, to make changes to your cover, please call telephone number No: (freephone), or visit perkbox-client. mobiru.co.uk For full details please refer to your policy wording. Claims are administered by The Replacement Service, in the event you would like to make a claim, please call telephone number No: (local rate call.) For full details please refer to your policy wording. *The Value stated is the maximum limit of liability for each item. This policy schedule must be read in conjunction with the policy wording document which explains the full terms and conditions of this insurance. This Policy is underwritten by Great American International Insurance DAC Great American International Insurance DAC is a regulated insurance company, based in Dublin, Ireland and are part of the Standard & Poor s A+ rated Great American Insurance Group. The registered office and business address of Great American International Insurance DAC (registered office number ) is at Station House, Dublin Road, Malahide, Co. Dublin, Ireland. Great American International Insurance DAC is regulated by the Central Bank of Ireland. Great American International Insurance DAC is regulated for the conduct of business in the UK by the Financial Conduct Authority.

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