FAQ's
You can either call 101 and report the theft/loss there or visit your local police station to report it. Some police stations, however, do not give out reference numbers for loss anymore and in those instances we would ask that the loss is reported on a website called www.reportmyloss.com as this will generate a certificate that we will need to see a copy of when you are claiming. If it is a theft, we will need the crime ref number.   If this happens when abroad, we would ask that you contact the local police station where you are. We would then need to have a police statement and a crime ref number.
All of your documents will have been emailed to you after you purchased the policy. If you have not seen these, please check your spam/junk folder as it may have been captured by your email provider's security system. If you still cannot see them, please email us at assist@captaincover.co.uk and we will send these to you again.
Our credit providers, Premium Credit, require you to sign a Credit Agreement within 27 days of the inception of your policy and, if you fail to do this, there will be a £10 charge added to your account with them. You can contact Premium Credit on 0344 736 9836, if you wish to discuss this charge.
Contact the Captain Cover team at assist@captaincover.co.uk and they will be back in touch with you to tell you how they can help.
Unfortunately not, as the phone or gadget must have been bought as new from a UK VAT registered business in order for it to be covered under this insurance.
Yes, you can insure your gadget with us, as long as the gift came from a relative and it was brand new at the moment when you received it. The device must have also been bought as new from a UK VAT-registered company. Please remember that in the event of a claim you will need to provide receipts for the device. For more information about who is covered, please see our policy wording.
You can insure this mobile phone in your name on behalf of your daughter, if you both live at the same address, as the policy covers use by the policy holder and immediate family. The mobile phone must have also been bought as new from a UK VAT registered company. For more information about who is covered, please see our policy wording. Please remember that in the event of a claim you will need to provide receipts for the mobile phone.
The first collection will come out of your bank account within 14 days of purchasing the policy and then subsequently on the same date every month that you purchased the policy. Example If the inception date is the 1st March, the 1st instalment will be taken on or around the 14th March and then on the 1st thereafter starting 1st April.
Insurance Premium Tax ( IPT ) is a tax on general insurance premiums. There are 2 rates: a standard rate 10% and a higher rate 20% - for travel insurance, mechanical/electrical appliances insurance and some vehicle insurance.
Serial numbers are often found in different places on different gadget. The most common places to find them are:
  • Underneath the machine or in the battery compartment
  • On the box that the product came in. Often after SN, Serial no. or similar.
  • On the receipt for the product.
  • Within the gadget's software.
  • On the surface of the product (if new).
  • On the side frame
It is important that we obtain this information so that we can identify your gadget in the event of a claim.
Your phone's IMEI number can be found by dialing *#06#. If this does not work, the IMEI number can also be found inside of the battery compartment and within the settings menu on your phone. It is important that we obtain this information so we can identify your phone in the event of a claim.    
Subject to the maximum number of products under the policy you have purchased, you can add and remove products to suit your circumstances. This is subject to it being outside of the manufacturers guarantee and the 28 days waiting period and providing the product is under 8 years old.
That’s no problem - just tell us your new address and we will issue a new schedule.
The normal length of policy is one year. Your cover will be in place as long as you have paid the monthly or yearly premium and the insured appliance is less than 8 years old. The policy will auto renew and we will advise 30 days prior to the renewal date.
No. The plan offers you protection against mechanical and electrical breakdown only.
For local and roadside cover we will recover you from anywhere in Great Britain, Northern Ireland, the Isle of Man and the Chanel Islands excluding Territorial and International Waters. Please note: If you have Local Roadside Assistance you must be more than 1 mile away from your home address. For European cover we will recover you from anywhere in Europe, please see the policy wording for the full list of countries.
A claim can only be made 14 days after your policy inception date.
You need to contact Trent-Services (Administration) Ltd. as soon as possible on admin@trent-services.com or 01285 626020. Please make sure that you report your phone as lost or stolen to your airtime provider within 12 hours and instruct them to blacklist your handset. You will also need to report the device as lost or stolen to the police within 24 hours of discovery and obtain either a crime reference number (for theft) or a lost property number (for loss). P.S. Please note that if your policy was purchased before 01-05-2017, your claim will be handled by Castelan Ltd. and you should contact them on 0370 320 0233.
This policy only covers personal phones and gadgets. However the Captain's business device cover is coming soon!
Cover is limited to one claim per insured peril, per item in any one period of insurance.
Yes, you can add up to 5 mobiles or gadgets on to one policy! You will receive a 10% discount on the premium for every additional phone or gadget you insure.
Yes, all items must be 18 months old or less at the time the policy was taken out. Or 30 months at the time of renewing your original policy purchased from Captain Cover.
Mobiles and gadgets that are purchased from an on-line auction or other site are not covered.
Should your phone or gadget be un-repairable, lost or stolen we will replace it with a phone or gadget of a similar age, condition and specification up to the amount specified in your policy schedule. Replacements are limited to one per year per item.
Yes, the excess for all items is £50.
Under this policy you are covered for accidental damage, theft*, loss*, breakdown, liquid damage, 90 days worldwide cover** and unauthorised calls, texts and data use. *Dependent on cover level selected. ** Terms and conditions apply, see policy wording for full details.
All of our policy wordings can be found on our website, so you can obtain an electronic copy from there. These can be found in the customer service section and can be accessed by clicking on the customer service icon or on the link below. Policy documents
For complaints about the sale of the policy contact Captain Cover at assist@captaincover.co.uk. For complaints regarding anything else in relation to your insurance cover please see your policy wording which will advise you of the correct number or email address to contact.
You need to contact Trent-Services (Administration) Ltd. as soon as possible on admin@trent-services.com or 01285 626020. Please make sure that you report your phone as lost or stolen to your airtime provider within 12 hours and instruct them to blacklist your handset. You will also need to report the device as lost or stolen to the police within 24 hours of discovery and obtain either a crime reference number (for theft) or a lost property number (for loss). P.S. Please note that if your policy was purchased before 01-05-2017, your claim will be handled by Castelan Ltd. and you should contact them on 0370 320 0233.
Yes you can! Although it is worth noting that if you pay annually you get 12 months cover for the price of 10!
Call our Customer Services team on 0333 400 8179 or email us at assist@captaincover.co.uk and a member of our team will be happy to help!
If you are having problems paying MONTHLY call Premium Credit on 0344 736 9836. Or if you are having problems trying to pay ANNUALLY call Castelan on 0370 320 0245.
Captain Cover is a trading style of Lexelle Limited who are authorised and regulated by the Financial Conduct Authority. FCA number 312782.

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