Mobile insurance with Virgin Media terms & conditions

When you buy a Virgin Media Pay Monthly phone, you can take this cover to protect it against the risk of loss, theft, damage and out of manufacturer warranty breakdown.

• If it's an integrated benefit of your contract plan, your confirmation of cover will be your Virgin Media purchase receipt.
• If you take it as a chargeable extra, your confirmation of cover will be sent to you with within 5 days of buying it

Your confirmation of cover and these terms and conditions form your insurance policy. Your policy number is your Virgin Mobile phone number and we'll update your policy if you move your old number to Virgin Media.

In this document, the terms 'we', our and 'us' means Asurion as the administrator of the policy (see section J)

A. YOUR BENEFITS EXPLAINED

Cover renews automatically each month for a maximum of 60 months, giving you worldwide protection against:

• Loss*
• Theft*
• Accidental damage
• Malicious damage
• Water and liquid damage
• Pet damage
• Out of warranty breakdown
• Loan to a family member

* You must install Mobile Rescue to qualify for loss and theft cover (compatible phones only).

Plus it comes with expert support:

• Claim online 24/7
• Get a guaranteed next day replacement to your chosen UK address or £5 for every day it's delayed (see Section E for details)
• We can arrange international delivery if you need a replacement whilst travelling abroad

Plus there's extra security built in with our Mobile Rescue app:

• Save your phone contacts
• Lock a missing phone to keep your details private
• Sound a siren to track down a misplaced phone
• See the location of your lost phone on a map
• Wipe your details from your lost or stolen phone

B. MAKE A CLAIM OR ASK A QUESTION

Online: virginmobile.co.uk/insurance
Email: virginmedia@asurion.com
Phone: 0845 604 8846 8am-9pm Monday to Friday or 9am-6pm at weekends; closed Bank Holidays. Call costs vary.
Write: Mobile Insurance, PO BOX 157, 315 Chiswick High Road, London, W4 4HH.

C. THE COST

• If mobile insurance is an integrated benefit of your contract plan, Virgin Media will collect your monthly payment and pay £1.09 to the Insurer.
• If you buy mobile insurance as a chargeable extra, your monthly premium of £7.99 is payable in advance and collected by the administrator though a separate Direct Debit (reference: NEWAsurion Europe LTD RE VirginPhoneIns). If payment isn't received, your cover will finish at the end of the paid period.
• You'll need to pay a £35 excess fee to complete any successful claim and this doubles to £70 for claims made within 3 months of buying the phone or within 3 months of a previous successful claim.
• We can arrange international delivery, depending on the country's laws and taxes - see virginmobile.co.uk/insurance for details. You'll need to pay a £20 International delivery charge plus any customs fees.

D. MAKE A CLAIM

If your phone is lost, stolen or damaged follow these simple steps:

1. Get help from our Mobile Rescue app

• Lock a lost or stolen phone to keep your details private
• Track down a misplaced phone
• Backup your phone contacts

2. Block a lost or stolen mobile against unauthorised calls

Call Virgin Media on 0845 6000 789 within 48 hours of discovering your mobile's missing. If you're abroad, call +44 7953 967 967.

3. Report & replace it

You have 7 days from discovering any damage, loss or theft of your phone to:

• Report any stolen phone to the police (before making a claim)
• Make a claim online or by phone. Make sure you have a debit / credit card ready to pay the excess fee.

Once you've started your claim, you have 30 days to return any info we ask for, but we aim to give you a decision right away.

E. APPROVED CLAIMS & NEXT DAY REPLACEMENT GUARANTEE

If we accept your claim before 6pm Sunday to Friday we guarantee to deliver your replacement phone to your door the very next day in the UK or give you £5 for every day it's delayed (up to a maximum of £15). This excludes:

• Claims accepted on or next day deliveries that fall on a Bank Holiday.
• Out of stock phones that are no longer manufactured - we'll offer a similar or better replacement
• Any international delivery (this may take 5 days) and delivery to the Scottish Islands, Northern Ireland and the Channel Islands
• Any delay if you ask us to find a replacement phone of the same colour.
• Any delay caused by something outside our control like extreme weather, natural disaster, epidemic or crime.

You'll need to make sure someone is in to sign for the delivery of your replacement phone. If you think we're late you can call to make a claim against the guarantee and if your claim is approved, your payment will be in your bank account in the next 30 days.

Your replacement mobile might be new or refurbished to our standard (using original or non-original parts) and comes with our 24 month warranty. If we can't send a same model replacement we'll offer one of a similar kind and functionality. You'll receive:

• The usual accessories that come with the phone if yours were involved in the incident or you're getting a different replacement
• Info on how to get going again with Mobile Rescue
• A prepaid envelope to return any damage or faulty phone, or one that you've found (minus your SIM, battery and charger).

A damaged or faulty phone has to be returned in the prepaid envelope provided within 15 days or we'll have to charge you for its value and debit the card used to pay your excess fee. Any phone that's been found must also be returned. The phone is your responsibility until it arrives with us, so just make sure you get proof of postage at the Post Office.

If you upgrade your mobile, we'll switch the cover to your new phone. If you want to use your old mobile, or pass it on, please contact us to uninstall Mobile Rescue.

F. MOBILE RESCUE

You have 14 days' cover for loss and theft from the policy start date. After that, you're only covered for loss and theft if Mobile Rescue is active on your phone at the time of the incident (this only applies to compatible phones). We'll send you an activation text message within 7 days of your policy start date, but you can go to virginmobile.co.uk/insurance at any time to get it working on your existing, new or replacement phone, log into your account 24/7 and check your phone is compatible with the service.

Follow the simple steps to get started and choose a memorable 4 digit code to lock your phone. When you first log into your online account, you'll need to click Activate. From your online account you can:

• Click Backup to save your phone contacts; restored contacts will be accurate to your last backup.
• Click Lock Phone to lock and sound a siren on your missing phone.
• Click Unlock to unlock a found phone.
• Click Locate Phone to see a map with the location of your lost phone. If your phone has GPS signal, this will be a precise location, otherwise you'll see its position in relation to the nearest mobile phone mast.

You can also lock your missing phone from another phone.

• Text your 4 digit code to your phone. If your missing phone is switched on, it'll lock, sound an alarm and send back a text with a link to its location on a map.

The lock alarm will sound at full volume even if the phone is set to silent mode (if you have an Android phone check the media player isn't set to mute or low volume). Access to your mobile data and outgoing calls (except Emergency Calls) will be blocked as soon as your phone is locked, even if the SIM is changed. If you find your mobile, simply enter your Phone Lock Code into the keypad to unlock it. If a missing phone is reported found we'll return it to you if we haven't already given you a replacement. For your own safety, never use this service to recover a stolen phone. Report the incident to the police and make an insurance claim. Do not rely on this service in an emergency situation.

G. WHAT'S NOT COVERED

It's important you understand that you're not covered for:

• Any mobile other than a Virgin Media Pay Monthly phone registered to your contract plan.
• Any claim if your Virgin Media account or insurance policy is in arrears.
• The excess fee you have to pay to complete a successful claim plus any delivery charges for international replacement.
• Any third claim made within 12 months of your first settled claim.
• Loss or theft of your phone unless Mobile Rescue is active on your phone (compatible phones only)
• Any incident where you leave your phone unattended, unless it's locked out of sight and there are signs of forced entry.
• Any incident where you took a risk that led to the problem (eg left your phone on the side of the bath) or failed to take reasonable precautions to prevent it (eg you left your phone on the bonnet, boot or roof of a vehicle).
• Accessory only claims and accessories other than the battery, mains charger and hands-free kit that came in the box with your phone.
• Unauthorised calls made on your account.
• Cosmetic damage or damage caused by wear and tear, cleaning, adjusting or repairing the phone or acting against manufacturer guidelines.
• Electrical or mechanical breakdown of the phone whilst covered under the manufacturer's warranty.
• Any veterinary costs associated with your pet damaging your phone.
• Any indirect losses that result from the claim incident ie any impact caused by you being without the phone.
• Loss or corruption of any kind of software or digital content other than standard manufacturer software.
• Confiscation of your phone by a finance company or government agency (such as the police).
• Any claim caused by any war or act of hostility by military or usurped power.
• Any claim that we have reasonable cause to believe is fraudulent. If we settle a claim that's later found to be fraudulent we'll take action to recover our costs.

H. TO CANCEL YOUR COVER

If insurance cover is an integrated benefit of your mobile contract, it'll end immediately if you change or cancel your plan.

If you buy insurance cover as a chargeable extra, you can cancel within the first 14 days and (if you haven’t made a claim) we’ll refund any premium. Otherwise you can cancel at any time and your cover will finish at the end of the paid period. We will cancel cover if you fail to pay the monthly premium or have 2 successful claims in any 12 months.

If we reasonably suspect any fraud we will cancel your policy.

I. HOW TO COMPLAIN

Please get in touch with us if you’d like to make a complaint about your insurance (see Section B for details). We always aim to resolve any queries right away but, if we can’t, we’ll let you know what your next steps are in writing, within 5 working days. If it’s still not resolved within two weeks, we’ll keep you up to speed on what’s happening by email or letter. If you’d like to appeal the decision made on your complaint, please send your request to us by email or post, marked for the attention of The Insurance Executive Office.

If you are not happy with the outcome of your appeal, you can get in touch with: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, LONDON, E14 9SR. They won’t be able to help you unless you’ve complained to us first. We (but not you) are bound by any decision they reach. You’ll need to contact them within six months of receiving our final response to your complaint. This won’t affect your statutory rights or prejudice your right to take subsequent legal proceedings. You can find out more at financial-ombudsman.co.uk.

J. WHO PROVIDES THIS COVER

This insurance is arranged and administered by NEWAsurion Europe Limited, who are authorised and regulated by the Financial Services Authority (no. 502545), registered address: Chiswick Place, 272 Gunnersbury Avenue, Chiswick, W4 5QB. The Insurer is Liberty Mutual Insurance Europe Limited, who are authorised and regulated by the Financial Services Authority (no. 202205), registered address: Third Floor, 2 Minster Court, London, EC3R 7YE. To check the Financial Services Authority’s register, see fsa.gov.uk/register or call 0845 606 1234.
The Mobile Rescue app designer is YOUGETITBACK Limited, a company incorporated in the Republic of Ireland with registered address: Evergreen House, Congress Road, Cork, Republic of Ireland.
Under European law, both parties may choose which law will apply to this contract. Unless we tell you otherwise, mobile insurance and mobile rescue are governed by English law and all communication from us will be in English.
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 to a maximum of 90% of the claim under this scheme. Further info can be obtained from the FSCS on 0207 892 7300 or by going to fscs.org.uk.

K. OUR USE OF YOUR PERSONAL DATA

By taking this cover you confirm that you’ve given us:

• accurate information about you and your phone
• permission to communicate policy information with you by phone, SMS, email or in writing using your given contact details.
In issuing and administering this policy, we will share your personal data with:
• the Insurer, Virgin Media and other partner companies providing services under this policy to the extent necessary for them to provide those services;
• Group companies and any third party companies who are purchasers of all or part of Virgin Media or Asurion;
• organisations we may use to monitor our performance, carry out research, create statistics and prevent or detect crime;
• other third parties to the extent required by law.

Whenever your personal information is shared with third parties, it will be done in accordance with all responsibilities under the Data Protection Act 1998. This includes, for example, putting in place appropriate written terms to protect your personal information and ensuring any export of your personal information outside the European Economic Area is lawful in accordance with the Act. We will only use the personal information given by you to:

• confirm your identity
• administer and contact you about your policy
• process any claim you make under your policy
• provide the Mobile Rescue service (see Sections F and M)
• carry out internal record keeping
• record any claim details on relevant databases and registers for fraud detection purposes; and
• contact the Police to check your crime reference number in relation to a claim
• comply with legal or regulatory obligations or as otherwise permitted or required by law or legal process

Asurion is registered with the Information Commissioners Office as a Data Controller (number Z2176995). By providing personal data to us (ie information which can identify you and relates to you, whether by itself or when used in conjunction with other information eg your name, policy number, telephone number and other contact details), including information that the Data Protection Act 1998 defines as ‘sensitive personal data’ (eg information about an offence or alleged offence, or any proceedings for any offence committed or alleged to have been committed and related sentences) we will necessarily assume that you expressly consent to this type of information being collected and used in the ways described above (subject to the requirements of the Data Protection Act 1998) including for example for fraud prevention purposes and other requirements imposed by law or regulation. You have the right to see and correct any personal information held about you. A £10 administration fee may be charged for this. If you wish to see your personal information or have any questions about our use of your data, please contact us (see section B for details).

Your data may be transferred outside the European Economic Area (EEA) for the above purposes. If that happens, we’ll make sure it’s treated with the same level of protection as in the EEA. If you give us personal information about someone else, you are responsible for having their permission to do so and for telling them who we are and what their information will be used for. We will never sell or transfer your personal data to a third party unless we have your prior written consent, subject to the above and in accordance with the Data Protection Act 1998.

L. CHANGES TO THE POLICY

If we make any change that improves your cover, we’ll apply it straight away without notice. If we make a change that affects any charges or reduces your cover, we’ll give you 30 days notice to the current contact details we have for you.

M. MOBILE RESCUE TERMS & CONDITIONS

We license the Mobile Rescue service to you as an extra benefit of mobile insurance. It can’t be transferred and is effective until terminated. We’ll send the license agreement to your mobile and you can view it at virginmobile.co.uk/insurance. We and the mobile rescue designer reserve and retain ownership of all legal rights, title and interest in Mobile Rescue.

0845 604 8846 is 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. Details correct at time of print.

This mobile insurance is administered and arranged by NEWAsurion Europe Limited, who are authorised and regulated by the Financial Services Authority (no. 502545) with Liberty Mutual Insurance Europe Limited, who are authorised and regulated insurer with the UK Financial Services Authority (no. 202205).