FAQ's
Yes, you are covered up to £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.
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 OR purchased as refurbished in the UK direct from the manufacturer or network provider. 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 OR purchased as refurbished in the UK direct from the manufacturer or network provider. 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 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.
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 24 hours and instruct them to blacklist your handset. You will also need to report the device as lost or stolen to the police within 48 hours of discovery and obtain either a crime reference number (for theft) or a lost property number (for loss).
This policy only covers personal phones and gadgets. However the Captain's business device cover is coming soon!
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! You will receive a 10% discount on the premium for every additional phone or gadget you insure.
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.
Mobiles and gadgets that are purchased from an on-line auction or other site are not covered. However, devices purchased as refurbished in the UK direct from the manufacturer or network provider are 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.
Yes, the excess summary is as follows: Excess for Cadet policies: £100 Excess for Captain & Commander policies: £50
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 24 hours and instruct them to blacklist your handset. You will also need to report the device as lost or stolen to the police within 48 hours of discovery and obtain either a crime reference number (for theft) or a lost property number (for loss).
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 Captain Cover on 0333 400 8179.
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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