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Phone lost or stolen?

Don't panic - you're in safe hands

Give us a call on 0845 6000 789 within 24 hours of discovering the loss or theft of your phone. Remember, we're open 24 hours a day, seven days a week.

Here's what will happen next:

  • We'll block your phone to help stop anyone else from using it.
  • When you call, have your IMEI number handy - it's a 15 digit number you can find in the box your phone came in and in your welcome pack.

If you have our insurance, call the police within 24 hours of your phone being stolen or maliciously damaged.

Keep a note of your crime reference number. You'll need this to make a claim.

Making a claim

If you've got Virgin Mobile phone insurance and your phone's been lost or stolen, here's what to do next:
If you bought your insurance on or after 5th July 2010, click here to make a claim. You'll need do this within seven days of discovering your phone's missing.
If you bought your insurance before 5th July 2010, call our previous insurance partner, Lifestyle Services Group Limited on 0845 070 5558 within 48 hours of discovering your phone's missing. They're available from 8am to 8pm, Monday to Friday and from 9am to 6pm at weekends. Sorry, they're closed on Bank Holidays.

I've lost my Policy Booklet how can I get a copy?
If you bought your insurance on or after 11th June 2012, click here to download a copy of the policy document.
If you bought your policy between 5th July 2010 and 11th June 2012, click here for details.
If you bought your insurance before 5th July 2010, call our previous insurance provider, Lifestyle Services Group Limited on 0845 070 5558.





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What if I'm abroad?

We hope it doesn't happen. But if it does, make sure you know what to do. Call us on +44 7953 967 967 as soon as you can. We can put a bar on your phone to stop it from being used.

Where can I find my IMEI number?

If you've still got your phone, it's under the battery. Or you can press *#06# on your phone's keypad to see it displayed on the screen. You can find it on the box your phone came in too. If you're a Pay Monthly customer with Virgin Mobile phone insurance, you can also find it on your certificate of insurance.