FAQ's
Update we can insure new phones purchased form ebay as long as customers can provide receipts and have been puchased form a company, not an individual. Also add reference to refurbished, as long as sold with 12 months warranty
Yes, you are covered up to a maximum value of £150 for mobile phone accessories. We will also cover you for your original accessories even if your device replacement is a different model to your original handset.
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.
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, or if refurbished, was sold with a full 12 month warranty.  You will need to be able to show us a Gift Receipt. 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 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 with a 12 month warranty. Please remember that in the event of a claim you will need to provide receipts for the mobile phone.
Insurance Premium Tax ( IPT ) is a tax on general insurance premiums. All gadget policies purchased on this site will be charged at the standard IPT rate.
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 the device being under 12 months old at the requested date and also having been purchased as new in the UK directly from a manufacturer, network provider or retail store (high street or online) OR purchased as refurbished in the UK direct from the manufacturer or network provider.
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. We will contact you 14 days before your policy end date to inform you of your policy renewal, in which you must opt in to if you wish to renew.
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.
Yes, you are covered as soon as your policy starts.
  • If your Policy was incepted before 01/09/2019 then please follow the below instructions.
  1. Contact Trent Services (Administration) Ltd. as soon as possible after any incident that is likely to result in a claim under this policy.
    • Telephone: 01285 626020
    • Email: admin@trent-services.co.uk
  2. Report the theft or loss to your airtime provider within 24 hours of discovery and instruct them to blacklist your handset.
  3. Report the theft or loss to the police within 48 hours of discovery and obtain either a crime reference number (for theft) or a lost  property number (for loss).
 
  • If your Policy was incepted after 01/09/2019 then please follow the below instructions.
Direct Group (Administration) Ltd. are the new appointed claims handler for Captain Cover policies.
  1. Contact Direct Group (Administration) Ltd. as soon as possible after any incident that is likely to result in a claim under this policy.
    • Telephone: 0345 074 4810
    • Email: gadgetclaims@directgroup.co.uk
  2. Report the theft or loss to your airtime provider within 24 hours of discovery and instruct them to blacklist your handset.
  3. Report the theft or loss to the police within 48 hours of discovery and obtain either a crime reference number (for theft) or a lost  property number (for loss).
  If you’re unsure on who your claim administrator should be then please refer to your policy wording under the “Making a Claim” section.
Yes, this policy does cover business phones.
There is no limit on the number of claims You can make in any one period of cover, up to Your individual gadget policy limit.
Yes, you can add up to 5 mobiles or gadgets on to one policy!
Yes, all items must be 12 months old or less at the time the policy was taken out. There is no limit on the age of a device at renewal.
No. We cannot insure secondhand phones
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.
Yes, the excess summary is as follows... (which can also be found in the policy wording) If your claim is for a gadget up to the value of £250 (when new) the excess is £50. If your claim is for a gadget between the values of £251-£750 (when new) the excess is £75. If your claim is for a gadget over the value of £751 (when new) the excess is £100.
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

If your complaint is regarding the handling of your claim please refer to your main policy wording. Full details of who to contact will be under the “Making A Complaint” section.

If your complaint is regarding the sale of your policy then please contact us on the below. Captain Cover PO Box 4428 Sheffield S9 9DD Email: assist@captaincover.co.uk Phone: 0333 400 8179 If you cannot settle your complaint with us you may be entitled to refer it to the Financial Ombudsmen Service. Phone them on 0300 123 9 123 or write to them at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Yes, it is an annual (minimum term of 12 months) policy which you can pay for monthly using a direct debit.
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!
Captain Cover is a trading style of Lexelle Limited who are authorised and regulated by the Financial Conduct Authority. FCA number 312782.

Sorry, we don't currently have any FAQ's for this product.