Insurance terms and conditions for the Virgin Mobile service

Your phone insurance explained

If you bought your insurance before 5th July 2010, call our previous insurance provider, Lifestyle Services Group Limited on 0845 070 5558 or click here

Your insurance doesn't just kick in at home. Simply do all that we ask in the
policy document and wherever you are in the world, you're covered! Here's
a quick summary of your cover and benefits.

At all times a policy limit of £750 (including VAT) applies to each claim for
your registered phone. If you make a successful claim, we'll always let you
know if we can send you a same model replacement phone the next day.
Your replacement phone may be new or 'as new' (See Section A for what
we mean by 'as new'). If we can't send you the same model replacement
we'll send a phone with similar features and functionality. You'll need to
return any damaged or faulty phone to avoid paying a non-return fee for the
value of that phone.

after the manufacturer's warranty has ended

What you're not covered for
The policy excess fee which you need to pay for each successful claim.
This is determined by your type of phone and is shown in your certificate.
Your excess fee may occasionally reduce as your phone gets older and
may change if you buy a new phone. Simply call us or go to our website
to check your excess fee.
Any incident where your phone's not with you or a family member, unless
it is locked away and out of sight.
The cost of any unauthorised calls made on your lost or stolen phone.
Call Virgin on 0845 6000 789 within 24 hours to block your phone.
Certain accessories in certain conditions. See Section A of the Policy
Document for details.
A third or subsequent claim in any 12 month period.
Further restrictions apply. Please see Section I of the Policy Document for more info.

Important information
The mobile phone must be owned by you but can be used by a family
member with your permission.
You can claim for accessories up to £50 as long as they were involved
in the same incident as the phone, or if they are no longer compatible
with any replacement phone we give you as a result of a successful
claim. Please see Section A of the Policy Document for what we mean by
accessories.
If something happens to your phone when you are abroad, then please
make sure you report it to Virgin Mobile and the relevant local authorities
within 24 hours. When you get home, call us to make a claim. See Section
F of this booklet.
You can only make up to two successful claims in any 12 month period.
Please see Section C of the Policy Document for full details of what's covered.

How much the policy costs
The monthly policy price is determined by your type of phone and must be
paid unless a promotional discount has been arranged by Virgin Mobile.
The cost includes any taxes that may apply. It may change if you buy a
new phone.
The policy is automatically renewed each month. We'll collect payment by
Direct Debit on behalf of the insurer. It's paid in advance and it's up to you
to make sure that we receive your payment. If we don't, your cover will
finish at the end of the paid period.

Conditions of purchase
The phone must be purchased from Virgin Mobile and owned by you
but can be used by a family member with your permission. If you leave
Virgin Mobile we'll still cover your phone but you won't be able to use the
Contacts Backup service. If you change your phone after leaving Virgin
Mobile your insurance cover will finish.
You have to be over 18 to buy this policy. If you're under 18 you can ask
your parent or guardian to register the policy in their name, otherwise we'll
arrange a refund for you.

Changing the phone covered by the policy
We'll only cover the phone that's registered to this policy so if you change
your phone, it's important you tell us straight away to protect your new pride
and joy. This may affect your monthly premium and excess fee. We'll also
ask you to provide proof of purchase for any claim made in the first 14 days
after changing your phone. If a new phone catches your eye, please check
that it works on the Contacts Backup service not all of them do. Finally, let
us know if you change your address or bank details because any incorrect
info could affect your cover.

Cancelling the policy
If you change your mind, you can cancel this policy within the first 28 days
and you won't be charged the monthly premium. After that, you're free to
cancel at any time and your cover will finish at the end of the paid month.
Once your insurance ends, you won't be able to use our Contacts Backup
service. As long as you're still connected to Virgin Mobile, we'll give you
30 days from the date your policy ends to edit your saved contacts and
download them onto your phone.
For more info, see Sections E and K of the Policy Document.

How to make a claim
Don't panic. You're in safe hands. You can make a claim by phone or via
our website. Just follow these simple steps:
1. Lost or stolen phone? Call Virgin within on 0845 6000 789 within 24
hours to block your phone and stop anyone else from using it.
2. Stolen or maliciously damaged phone? Report it to the police within
48 hours of discovering the incident and ask for an Incident Reference
Number.
3. Call us or go online to make a claim as soon as you can! We'll need
to receive your claim within 7 days of your discovering the incident if
we're to help you.
4. If we ask you for any more info, we can only process your claim if you
return everything we ask for within 14 days.

Making claims abroad
If something happens to your phone when you're away from home, relax.
We'll help you sort out a replacement on your return. If your phone's lost
or stolen, call Virgin within 24 hours on +44 7953 967 967 to block it. And
remember to report any theft to the local police within 48 hours to get an
Incident Reference Number. When you get home, simply call us within
7 days to make a claim.
For more info, please see Sections F, G and H of the Policy Document.

Making a complaint
We hope that you're 100% happy with the service you get from us. But if
you aren't, please get in touch straight away.
And just so you know, any complaint you raise doesn't prejudice your right
to take legal proceedings. If, after making a complaint, you're still unhappy
you can contact the Financial Ombudsman Service.
For more details, please see Section N of the Policy Document.

General Information
Virgin Mobile and NEWAsurion may share data about you for the purposes
of administering your policy. Under European law, both parties to the
contract may choose which law will apply to this contract. English law will
apply unless both parties agree otherwise, in writing, prior to the start of the
policy. The contract is written in English and all communication by us with
you will be in English.

Compensation scheme
The parties to this contract are covered by the Financial Services
Compensation Scheme (FSCS). In the unlikely event that the parties can't
meet their liabilities you may be entitled to compensation from the scheme.
Most insurance contracts are covered for 100% of the first £2,000 and 90%
of the remainder of the claim, without any upper limit. Further info can be
obtained from the FSCS on 0207 892 7300 or by going to fscs.org.uk.

Policy Document

This policy document sets out the full terms and conditions of the policy including:
What you're covered for
How to make a claim
What happens after you've made a claim
The reasons why a claim may not be accepted
How to make changes to your policy
The process for making a complaint
If there's something you want to know you'll find it amongst these pages.
This Policy Document and your certificate should be read carefully as one document
and kept safe. Your policy is based on the personal info you gave when you applied
for the insurance as confirmed on your certificate. Acceptance of cover is at our
discretion. The policy is arranged and administered by NEWAsurion Europe Limited.

How to get in touch
Getting in touch is easy. If you have any questions or need to make a claim:
Phone us: 0845 604 8846*
Visit our website: virginmobile.co.uk/insurance
Email us: virgin@newasurion.com
Write to us: Virgin Mobile Phone Insurance, PO BOX 17386, Edinburgh, EH12 1GZ

Which law applies?
Under European law, both parties may choose which law will apply to this contract.
This will be English law unless both parties agree otherwise, in writing, prior to the
start of the policy. The contract is written in English and all communication by us with
you will be in English.

A. Understanding who's who and what's what
Whenever we use the following words they'll have the same meaning as given below.
Accessories
Items other than Bluetooth® equipment, supplied in the original box with your phone,
which enhance its use but don't function as standalone items (eg chargers, memory
cards, hands free kits). A claim for Accessories up to a combined retail value of
£50 will only be accepted if they're involved in the same incident as the phone, or if
they're no longer compatible with a replacement phone supplied by us as a result of a
successful claim.
Administrator
NEWAsurion Europe Limited, authorised by the FSA number 502545.
As new
A replacement phone refurbished to our standard using original and non-original parts.
We are not affiliated with any Original Equipment Manufacturers (OEMs) and such
phones are not assembled under the supervision of any OEM. All refurbished phones
come with our 12 month warranty for breakdown.
Breakdown
The failure of the phone to function normally due to internal electrical or mechanical
fault. Cover for breakdown is only available on this policy after the original
manufacturer's warranty has ended.
Certificate
Certificate of mobile phone insurance - the letter that we send with your
policy document.
Family member
Someone who lives at the same permanent address as you and is your brother or
sister, mother or father, grandmother or grandfather, uncle or aunt, niece or nephew,
spouse, partner or a child of whom you or your partner are the parent or legal
guardian.
IMEI Number
The unique identification number of your phone. To find it simply type *#06# into the
keypad of the phone.
Incident
Any event that may lead to a claim being made for replacement of the mobile phone,
which must be reported within the specified time from your discovery of the event.
Insurer
The policy is underwritten by Liberty Mutual Insurance Europe Limited.
Contact details can be found in Section Q.
Mobile / Phone
The Pay Monthly mobile phone, SIM and accessories owned by you and purchased
from Virgin Media as detailed on your certificate.
Period of cover
Your period of cover starts from the date shown on your certificate and automatically
renews on your monthly billing date (a rolling month) for as long as your payments
are up to date. Virgin Mobile phone insurance covers you for up to a maximum of 60
rolling months from the date you register any new phone with us.
Proof of purchase
The Virgin Mobile till receipt or any other documentation that shows your ownership
of the phone and accessories unless we have already received this information from
Virgin Mobile on your behalf.
Services
The work we do in arranging the insurance and acting as an intermediary
between you and the insurer.
SIM (Subscriber Identity Module card)
The card carrying the Virgin Mobile subscriber info which enables services to be
charged to the phone account. The SIM is covered by the policy but replacements
must be ordered directly from Virgin Mobile.
We/Us/Our
The administrator, NEWAsurion Europe Limited.
You/Your
The customer named on the certificate who must be aged 18 or over and a UK
resident.
Virgin Mobile
Virgin Mobile Telecoms Limited, part of the Virgin Media group of companies.

B. How much does the policy cost?
The monthly policy price shown below is determined by the make, model and value
of your phone and must be paid unless a promotional discount has been arranged by
Virgin Mobile. If you change your phone it may affect the monthly policy price. The
policy price includes any taxes that may apply:

Monthly fee

We collect payment on behalf of the insurer. The policy is payable monthly by Direct
Debit. The policy is paid in advance and renews automatically each month. It's your
responsibility to make sure we receive your payment on time. We'll try and collect your
payment twice and if we can't, your cover will finish at the end of the paid period.

C. What the policy covers
Wherever you are in the world your phone's covered up to a retail cost of £750
including VAT for:
Theft
Loss
Accidental damage
Liquid damage
Malicious damage
Breakdown after the manufacturer's warranty has ended

D. Important things to remember
The mobile phone must be purchased from Virgin Mobile and owned by you but can
be used by a family member with your permission.
If you leave Virgin Mobile we'll still cover your phone but you won't be able to use
the Contacts Backup service. If you change your phone after leaving Virgin Mobile
your insurance cover will finish immediately.
You can claim for certain accessories under certain conditions (see Section A
for details).
You can only make up to two successful claims in any 12 month period. If you've
made 2 claims in any 12 month period we'll cancel your policy at the end of the
paid month.
You must use the phone in accordance with the manufacturer's manual and take
every reasonable precaution to prevent any incident from happening.

We only cover the phone that's registered to the policy so if you change your phone,
it's important you tell us straight away to protect your new pride and joy. This may
affect your monthly premium and excess fee. We'll also ask you to provide proof of
purchase for any claim made in the first 14 days after changing your phone. If a new
phone catches your eye, please check that it works on the Contacts Backup service -
not all do. Finally, let us know if you change your address or bank details because any
incorrect info could affect your cover.

E. Contacts Backup phone back up service
Our phone insurance comes with a little bit extra. Contacts Backup lets you save all
your important numbers and transfer them to a new or replacement phone to stay
connected with the important people in your life. Not all phones work with Contacts
Backup please check our website for details.
How to get started
1. We'll send a text to your phone telling you how to install Contacts Backup. This is
subject to separate terms and conditions, available on our website, which you need
to read and accept before you get going. We can't save any contacts stored on the
SIM, but your phone manual will tell you how to transfer and store your contacts
into the handset memory rather than on the SIM. Once you're set up your contacts
will backup weekly. If you want to change how often your phone backup runs,
simply select daily, fortnightly or monthly from the setup menu. And you can run a
manual backup whenever you choose. You'll need to run a backup at least once a
month to make sure your contacts are available if you need to restore them.
2. Let Contacts Backup do the rest! Once you've chosen your settings, it'll run
automatically so you'll always be up to date. Most backups take less than a minute.
If your phone's switched off or you're out of coverage, your scheduled backup will
take place when your phone's back on the network. If the backup fails it'll retry.
Virgin won't charge you for any backup in the UK. However, if you use this service
while you're abroad, you may incur roaming data charges so we recommend you
switch off Contacts Backup when travelling outside the UK.
3. Restoring your information is easy. Simply go online and download Contacts
Backup to your new or replacement phone. Then login as usual and you'll be
offered the opportunity to restore your saved Contacts to your phone. These will be
accurate to the date of your last backup.
Contacts Backup will only work on a GPRS enabled phone that's registered to the
policy, for as long as you have Virgin Mobile phone insurance and remain on the Virgin
Mobile network. From time to time we may take the service down for short periods to
run essential maintenance.

F. How to make a claim
You can go online at virginmobile.co.uk/insurance or call us on 0845 604 8846*.
Please have your mobile number to hand and follow these steps to make your claim.
1. Lost or stolen phone? Call Virgin on 0845 6000 789 within 24 hours to block your
phone and stop anyone else from using it.
2. Stolen or maliciously damaged phone? Report it to the Police within 24 hours of
discovery and get an Incident Reference Number.
3. Make a claim as soon as you can! You need to tell us about your claim within
7 days of discovering the incident or we won't be able to help you.
4. If we ask you for any more info, we can only process your claim if you complete
and return the claim form and include clear copies of your photo ID, proof of phone
purchase and (for some claims) the police Incident Reference Number within
14 days.

Making claims abroad
If something happens to your phone when you're abroad (or the authorised family
member is abroad) we'll help you sort out a replacement on your return. Just make
sure that when you discover the incident you report any loss or theft to Virgin within
24 hours to block your phone and report any theft to the local police within 48 hours
to get an Incident Reference Number. When you get home, you have 7 days to call us
and make a claim.

G. Conditions on making a claim
You'll need to follow all the steps outlined in Section F and:
Return any additional info we've asked for within 14 days or we won't be able to
process your claim.
Pay the excess fee for a successful claim (see Section I for details).
Return any damaged or faulty phone to us within 15 days as instructed, otherwise
we may charge a non-return fee for the value of that phone. The phone and/or
accessories remain your responsibility until we have received them.
Ensure that no one carries out repairs or maintenance to the phone and/or
accessories.

H. What will happen when your claim is approved
As long as you've given us all of the info we need, we'll give you a decision on your
claim there and then. If we accept your claim and you pay the excess fee, we'll tell you
if your phone is available for next day delivery and if we can send it to your preferred
UK delivery address, giving you the flexibility to be where you need to be. All we ask
is that you're in to receive and sign for your replacement phone and that you return
any damaged or faulty phone (less SIM, batteries and accessories) to us in the prepaid
envelope provided.
If you need a new SIM, we'll help you arrange this with Virgin Mobile. It'll be sent by
separate delivery.
If we send you a replacement phone as a result of a claim, it'll be registered for
cover automatically.
Any lost or stolen phone that's recovered after your claim is approved and any
damaged phone or phone part becomes the property of the insurer and must be
returned to us as instructed otherwise we may charge a non-return fee for the value
of that phone. Lost and stolen phone details will be passed to the Central Equipment
Identity Register to prevent their further use.
We may settle your claim with a replacement phone that's new or from 'as new'
stock (see Section A for what we mean by 'as new'). We'll do our best to send
you the same model but if we can't then we'll send one with similar features and
functionality. All replacement phones come with a 12 month warranty. If you have
any problems getting started, please call us and we'll help you get connected again.
We may at our option, settle your claim by replacement or cash settlement. Any
settlement we decide will be based on the specification of your registered phone as
shown on your certificate and within the policy limit.

I. What's not covered

Please read this Section carefully. It's important you understand that you're not
covered for:
Any Pay As You Go or SIM free phone. Most but not all pay monthly phones are
eligible for cover under this policy. Please check the website for up to date details.
The policy excess fee, determined by your phone, which is a non-refundable amount
you need to pay for each successful claim:
Your excess fee is shown in your certificate. It may occasionally reduce as your
phone gets older. A change of phone may affect your excess fee. You can call us or
go online to check your current excess fee.
Any incident involving your phone which you or the authorised family member has
not taken reasonable precautions to prevent.
Any incident where your phone isn't with you or a family member, who has your
permission to use the phone, unless it's locked away and out of sight. The phone
isn't covered if it's left in a vehicle or building that can't be secured against
unauthorised entry.
The cost of unauthorised use of the mobile phone.
Loss or damage caused by cleaning, adjusting, repairing, modifying or maintaining
the mobile phone.
Cosmetic damage or damage due to normal wear and tear, depreciation or gradual
deterioration.
Breakdown or damage that is covered under the manufacturer's warranty.
Any breakdown or failure caused by using or storing the phone against
manufacturer guidelines.
Any consequential loss (business or personal). This is where you incur a cost or
suffer an expense as a result of the loss of use of the mobile phone and includes the
costs of subscription services.
Where the IMEI number isn't available or you cannot provide proof of purchase that
determines your ownership of the mobile phone.
Any loss of or corruption of any software or digital content other than the standard
OEM software. We recommend that you keep a back up copy of all your data.
Theft, loss, damage or breakdown caused by war, invasion, act of foreign enemy,
hostilities (whether war be declared or not), civil war, rebellion, or insurrection by
military or usurped power.
Any claim if your phone has been confiscated or is being held by any finance
company or Government agency (such as the Police or Customs).
A third or subsequent claim in any 12 month period.

J. Demands and Needs
In taking out Virgin Mobile phone insurance you have checked and are happy that it
meets your needs in protecting your phone against the risk of loss, theft, damage and
breakdown after the manufacturer's warranty.

K. Cancelling the policy
We hope that you're happy with this policy but if it doesn't meet your requirements,
you can change your mind at any time. Simply call, email or write to us to cancel it.
If you decide to cancel within the first 28 days you won't be charged the monthly
premium. After that, you can cancel at any time and your cover will finish at the end of
the paid period. Once your insurance ends, you'll have 30 days before we close your
Contacts Backup account. If you leave Virgin Mobile the Contacts Backup service will
end immediately.
We may cancel your policy with immediate effect if you submit any fraudulent or
inaccurate details or for any other reason we provide. We'll also cancel it if you make
two successful claims in any 12 month period. Cancellation will be advised in writing
to your last known address. Any refund will be at our discretion.

L. Managing Fraud
The contract between you and us is based on mutual trust. If we have reason to
believe a claim is dishonest we may refuse to settle it and any other claims you make.
If we settle a claim that we later find out to be dishonest we'll take action to recover
our cost of settling that claim and may at our option cancel your policy.

M. Your personal data and how we use it
We'll keep the data you give us so we can confirm your identity, manage your policy
and process any claim you make.
We'll record details of your phone on relevant registers for the purposes of crime
prevention and detection. If you make a claim, we may record details of that claim
on relevant insurance industry databases for future claims administration and fraud
prevention purposes. If your phone is lost, stolen or maliciously damaged we may
contact the police to make sure your crime reference number is genuine.
As part of the Data Protection Act 1998, we are the Data Controller of the personal
data that you supply for insurance purposes. We may share your personal data
and policy information with LMIE and/or Virgin Mobile for administration purposes,
and to help prevent or detect fraudulent activity, where applicable. If the insurer or
administrator of this policy changes, we may cease to be the Data Controller. The new
Data Controller will be the replacement insurer or Virgin Mobile. You will be advised in
writing of any changes.
You acknowledge that by providing data to us, you agree to your data being
processed as per this Privacy Policy. We will use the information you give us to run
your insurance policy. We may share your information with other organisations to:
monitor our performance, carry out research, create statistics, and prevent crime.
We may transfer your information to any country, including countries outside of
the European Economic Area, for any of the purposes shown previously and for
administration purposes. If we do share your data, we'll make sure that anyone we
pass it to agrees to treat it with the same level of protection that we do. If you give
us information about another person, you confirm they have given you permission to
give it to us and for us to be able to process it (including any sensitive data such as
medical history). You must also confirm that you have told them who we are and what
we will use their information for. You have the right to see and correct any personal
information we hold about you. However, we may charge a fee for this service.
To manage your insurance contract or pay claims, we may need to collect information
which the Data Protection Act defines as sensitive (such as your medical history or
criminal convictions). By taking out this insurance policy, you give us your permission
to process your sensitive information and share it with our agents.

N. Enquiries/Complaints
If you have an enquiry or if you ever feel that we haven't provided you with the right
service, then please tell us straight away. We'll do everything possible to ensure your
query is dealt with promptly.
If we cannot resolve your query immediately, we promise to acknowledge it within
five working days of receipt. In the unlikely event that we haven't resolved it within
two weeks, we'll write and let you know the reasons why and what further action we'll
take. Once we have resolved your query, we will confirm our response in writing.
If you're not satisfied with our decision, you can take this up with the Financial
Ombudsman Service. We (but not you) are bound by any decision they reach. You
must contact them within six months of receiving our response to your complaint.
They won't be able to help you unless you have first complained to us.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR
This won't affect your statutory rights or prejudice your right to take subsequent legal
proceedings. Further information can be obtained from the website at
financial-ombudsman.co.uk
If you have a complaint relating to the policy wording or contract, please contact the
insurer at their registered addresses (See Section Q for details).

O. Financial Services Compensation Scheme
The parties to the contract are covered by the Financial Services Compensation
Scheme (FSCS). In the unlikely event that the parties can't meet their liabilities you
may be entitled to compensation from this scheme. Most insurance contracts are
covered for 100% of the first £2,000 of the claim and 90% of the remainder of the
claim without any upper limit. Further info can be obtained by calling the FSCS on
0207 892 7300 or by going to fscs.org.uk

P. Liberalisation
If we make any change which widens your cover but does not change your premium
during the policy period, we'll apply that change straight away without giving you any
notice. If we make a change that affects your premium or reduces your cover, we'll
give you 30 days notice to the address or email we have for you.

Q. Company Details
NEWAsurion Europe Limited
Chiswick Place
272 Gunnersbury Avenue
Chiswick
W4 5QB
FSA Registered No. 502545
Liberty Mutual Insurance Europe Limited (LMIE)
Third Floor
2 Minster Court
Mincing Lane
London
EC3R 7YE
FSA Registered No. 202205
* We're open 8am-9pm Monday to Friday, and 9am-6pm at weekends (closed Bank
Holidays). Calls will be charged at 4p/min from a BT line. Rates from other lines or
mobile phones may vary.
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