Your Questions Answered

3 months free insurance worth £17.97
According to statistics, last year there were 2 million mobile phone thefts in Britain. That is one every 24 seconds. Mobile phone theft now accounts for nearly a third of all robberies reported to the police. Add to this the many thousands of phones which are accidentally damaged or suffer mechanical breakdown, you should give as much consideration to insurance as you do to the choice of your mobile phone.

Insuring your phone is a simple way to protect yourself against the expense and inconvenience of having to replace your mobile phone. Many people believe that if they do not have a mobile phone the contract will be cancelled. Whether you have the phone in your possession or not, you are still liable for 12 months line rental. The cost of replacing a mobile phone without a new contract can cost hundreds of pounds.

Frequently asked questions:
How or where do Citymain obtain my details?
How much is my premium and how will it be collected?
When does my insurance cover commence?
Am I able to benefit from this cover if I live outside the UK?
What am I covered for?
Why shouldn't I cover this under my household Insurance?
My phone has just stopped working?
If my phone has been stolen or damaged, how do I make a claim?

In the event of Accidental Damage...
Can I fax my claim form to you?
Where can I obtain a copy of the insurance terms and conditions?
How long is my claim likely to take?
How can I make an enquiry about my insurance? Important Information.

How or where do Citymain obtain my details?
When you purchase your phone from BuyMobilePhones.net, provided you have agreed to purchase the insurance option, your bank details are then included within the insurance scheme. The Direct Debit Guarantee is given to you during the sale process detailing all the safeguards of the paperless Direct Debit scheme. Citymain writes to each customer confirming the cover and giving confirmation of the Direct Debit set up. On month four Citymain will collect the monthly premium by Direct Debit from your account.

How much is my premium and how will it be collected?
The premium is £5.99 per month including IPT (insurance premium tax) and will be collected by Direct Debit each month from your bank account.

When does my insurance cover commence?
Providing you have agreed to purchase the insurance option, your phone is covered from when you receive your phone from BuyMobilePhones.net. Cover continues from month four onwards subject to you having paid the monthly premium by Direct Debit.

Am I able to benefit from this insurance if I live outside the UK?
Regretfully the coverage is only available to those people who are permanently resident in the United Kingdom. If you reside in any other country such as the United States, we regret that we are not able to provide insurance. If you are a UK permanent resident, you are covered for up to 90 days world-wide cover in any one year.

What am I covered for?
This policy covers you for Theft, Accidental Damage and Mechanical Breakdown.

Why shouldn't I cover this under my household Insurance?
This policy is a dedicated insurance policy especially for mobile phones, ensuring rapid replacement or repair of your handset once your claim has been accepted. Household policies often have a much higher excess and a claim for your mobile phone will more than likely affect your no claims bonus.

My phone has just stopped working?
If you have not damaged the phone by accident, and you bought the phone less than a year ago, it is likely that the handset is covered by the manufacturer's warranty. In this case please call the BuyMobilePhones.net Customer care on 0844 880 8100. If you purchased the phone in excess of a year ago, call the claim line on 0844 576 2273.

If my phone has been stolen, how do I make a claim?
In the event of theft, within 24 hours of discovering the incident:
1. Notify the Network you are connected to and have the line temporarily barred
2. Notify the appropriate local Police authorities and obtain a Crime Reference Number
3. Contact BuyMobilePhones.net claim line on 0844 576 2273 and report the claim. You will be sent a claim form for completion which must be returned within 30 days of notifying the claim together with your excess payment of £25.

In the event of Accidental Damage:
1. Immediately contact the BuyMobilePhones.net claims line on 0844 576 2273
2. Once you have returned the phone to the address you will be given and paid the £25 excess, your claim will be assessed and the repair or replacement authorised if your claim is approved.

Can I fax my claim form to you?
Regretfully Underwriters require an original, signed copy of the claim form. If you post this to us first class, we will process it the same day we receive it in our office. The address you should post your claim form to is:
BuyMobilePhones.net Claims Department
PO Box 116
Ryde
PO33 2WX

Where can I obtain a copy of the insurance terms and conditions?
If you would like a further copy of the terms and conditions, click here to download them.

How long is my claim likely to take?
All paperwork is processed in our office the same day. If you're phone is being replaced, please allow three working days. If your phone is being repaired, please allow ten working days.

How can I make an enquiry about my insurance?
Telephone 0844 576 2273

Important Information

The Sale of Goods Acts lay down several conditions that all goods sold by a trader must meet. The goods must be of satisfactory quality, as described and fit for purpose.

Your statutory rights are limited which is why we offer insurance (not just an extended warranty) specially designed to protect your mobile phone (but not e.g. accessories or car kits) for up to 5 years, (with the first 3 months free) against the risks of theft, accidental damage (including water damage) and breakdown whilst being used in the United Kingdom (and worldwide for a maximum of 90 days in any one year) by you as the person who purchased it or any of your parents, children, brothers and sisters (over the age of 18) who permanently live with you.

The Mobile Phone Insurance offered on this site is underwritten by Amtrust International Limited, Registered in Ireland number 169384, Registered Office: 123 Lower Baggot Street, Dublin 2, Ireland Amtrust International Ltd is authorised and regulated by the Irish Financial Services Authority and is licensed to operate in the United Kingdom by the Financial Services Authority.

Other Insurance (including some elements of household insurance) may be available for your mobile phone other than from the insurer whose cover is offered on this site.

Your mobile phone insurance will not be automatically terminated in the event of a claim being made.

Like all policies, there are some things this insurance does not cover. Importantly these include; inappropriate use, breakdown which occurs during the manufacturer’s warranty period or due to abuse or wear and tear or gradual deterioration of the phone, cosmetic damage to the phone, loss of the phone, any other costs that are caused by the incident unless specifically stated in the Policy Document, claims not accompanied by a Crime Reference Number, any claim made in excess of 48 hours of discovering the event or from return to the UK where the incident occurred outside of the UK, any claim form not returned within 30 days of notifying the claim, and any claim where the user is under the age of 18. There is an excess of £25 on each and every claim. The maximum liability for any claim cannot exceed the replacement value of your phone. Theft claims will not be paid unless reported to the appropriate local Police authority and your Network within 24 hours of discovering the incident and if the theft is from an unattended vehicle unless the vehicle is locked and the phone is locked away and completely hidden, from unoccupied premises unless there is evidence of forced entry, from the person unless force or threat of violence is used or if the theft is in a public place if you leave the phone unattended. You are required to take all reasonable precautions to protect the phone against theft or damage.

Following your three months free insurance, premiums will be collected monthly by Direct Debit at £5.99 per month including any IPT and will continue by periods of one month (up to a maximum period of cover of 5 years) upon receipt of your monthly premiums. You can cancel your Direct Debit at any time.

You have a right to cancel the insurance by giving written notice of cancellation within 14 days of the receipt of confirmation of insurance cover to the Citymain Administrators Limited ("the Administrator") at PO Box 116 Ryde PO33 2WX quoting your mobile phone number. If you do not exercise this right to cancel then your rights and those of the insurer to cancel this insurance cover thereafter are that you may cancel this insurance at any time by giving notice of cancellation, in writing or by telephone, to the Administrator. Cover will terminate immediately on receipt of your cancellation.

If you need to make a claim under the insurance contact the Administrator at the above address or on 0844 576 2273.