Lifeline insurance for mobiles


How do I buy mobile phone insurance?


We now sell Geek Squad insurance. Go to our Geek Squad insurance FAQs for more information.

Lifeline insurance policies


For a full list of our policies, go to the Lifeline insurance policies page. Lifeline insurance is no longer available to buy. These policies are for existing customers only.

How do I make a claim?


When the unexpected happens to your phone, we know it can be a very stressful. As a result, we have tried to make it as easy as possible to submit a claim. You can go into one of our stores to make a claim. If your mobile was lost or stolen, you can also make these claims on our website or by calling 0870 111 7000 (calls may be recorded and monitored). When you make a claim, we'll need your name, date of birth, address and the policy number as shown on your Certificate of Insurance, so make sure you have these ready.
    To make a claim online if your mobile was lost or stolen:
    1. Go to our Making an insurance claim online page.
    2. Fill out all sections of the form that appear at the bottom of your screen
    3. Read the declaration at the bottom of the form and tick the box to confirm

How do I change my address or bank details?


Go to Contact us on our website and select what you would like to do from the dropdown menu. You can also call 0870 111 7000 (calls may be recorded and monitored).

Can I change the direct debit date for my insurance policy payments?


Yes, you can change your payment date if you pay quarterly and have already made your first payment. The date you want to change to must be within the time you are paid up to. To change your direct debit date: 
    1. Go to Contact us on our website
    2. Select ‘Payments and Direct Debit’ from the dropdown under ‘Choose a category’
    3. Choose ‘Change Direct Debit date’ from the dropdown under ‘More about my query’
    4. Click ‘Continue’ and fill out the form that will appear at the bottom of your screen. Select ‘Reset’ to start again, or ‘Submit’ to send the form.
You can also call 0870 111 7000 (calls may be recorded and monitored).

Can I cancel my insurance policy?


Under the rules of the FSA, you have a right to cancel your policy within 14 days from the day you took it out, or the day on which you received your policy documents, whichever is latest. You can cancel your insurance policy at any time by completing the online form. Go to Contact us on our website and select ‘Cancel my insurance’. You can also call 0870 111 7000 (calls may be recorded and monitored).
  • If you cancel within the first 14 days and payment is taken from your account, we’ll refund it and terminate the policy.
  • If you cancel after the 14 days and you have made a payment, you can cancel your policy, but you will still be covered until the paid premium expires.

Can I get a refund if I cancel my policy?


  • If you want to cancel your policy within 14 days, you’ll be entitled to a full refund of any premium you have paid. If you have made a claim, we may ask you to pay back any money we have paid to settle the claim.
  • If you cancel your policy and you paid for it for the entire year, we can only refund you whole quarterly premiums. For example, let’s say you’ve had your policy for four months and you have paid for the entire year. If you want to cancel at this time, you can get a refund for the final six months (two quarterly premiums) and you would be covered up until the end of the sixth month.

Can I get a refund?


You can request a refund by calling customer services 0870 111 7000 (calls may be recorded and monitored).

They will assess the refund and either accept or decline it.

  • If the refund is accepted, you will get a letter telling you that the money will be in your account within seven days.
  • If the refund is declined, you will get a letter explaining the reasons why.

Can I appeal if I am refused a refund?


You can appeal against the decision in the same way as you apply for a refund (see ‘Can I get a refund’). Select ‘Submit an appeal for a declined refund’ instead of ‘Refund request’. Or you can write to the Insurance Administration Team at:
     Insurance Administration Team
     The Carphone Warehouse
     1 Portal Way
     North Acton
     London
     W3 6RS

The team will assess the appeal and either accept or decline it. You’ll receive a decision within three days. If accepted, you’ll get a letter telling you that the refunded money will be in your account within seven days.


How do I make a complaint about my insurance?


We hope you are happy with the service that we provide. However, if you are not happy with it for any reason we would like to hear from you. To complain you can contact us in three ways:
  • Go to Contact us and select ‘make a complaint’.Write us a letter including your name, date of birth, address and the policy number as shown on your Certificate of Insurance and post it to: Lifeline Correspondence, The Carphone Warehouse, PO BOX 358, Southampton, SO30 2PJ.
  • Call us on 0870 111 7000 (calls may be recorded and monitored

Do you have a glossary of insurance terms?