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Making a claim

Notifying us of any claims

In the unfortunate event that you need to make a claim you should contact Direct Group, our claims administrator, as soon as reasonably possible from discovery of the incident (or in the event of an incident occurring outside of the United Kingdom, on returning to the United Kingdom).

Visit our online claims portal

Alternatively, you can start your claim by calling or emailing the claims team:

Simply email gadgetclaims@davies-group.com.

Call 0345 074 4810. The call centre is open from 8:30 am to 6:30 pm Monday to Friday, and from 8:30 am to 1:00 pm on Saturday.


Required information

Your policy number
This can be found in the policy schedule that we sent to you when you purchased your policy

Details of the device being claimed for
For example, make, model and IMEI number. Your IMEI will be listed on your policy schedule and is also on your evidence of ownership.

The circumstances of your claim
You will need to be able to fully explain the circumstances in which your phone got lost, stolen or damaged

Evidence of ownership
In order for your claim to be approved you will need to send in evidence of ownership for the device your are claiming for. We require this to combat fraudulent claims.

Additional steps to take if your phone was lost or stolen

You first need to:

Report the theft or loss to your airtime provider
within 24 hours of discovery, and blacklist your handset

Report the theft or loss to the police
within 48 hours of discovery. Simply call 101 (the non-emergency police number) and obtain a crime reference number in support of a theft claim or a lost property number in support of a loss claim

Taking these steps is a requirement of our policies, but it also ensures that any unauthorised use of your mobile is kept to a minimum and increases the chance of the police recovering your device.

What happens next?

After submitting your claim you may also be asked to complete and return a claims form. Direct Group will send this to you by email.

Subject to your claim being approved, your excess being paid, and Direct Group receiving all requested information, the repair or replacement of your phone will in most cases happen within 48hrs.

Please see your policy Terms and Conditions for full details.

What if I'm unhappy with the result of my claim?

The vast majority of claims are approved, but if yours isn't and you disagree with the outcome we would like to hear from you.