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Samsung U900

We know how frustrating it can be if something happens to your phone or USB modem. Don’t panic – we’re here to help.


First, contact us immediately on 0845 6000 789

  • Make sure you call us within 24 hours and we'll take your details and bar your phone/USB modem. This can prevent any further charges being made to the SIM card.
  • Try to have your IMEI number handy when you call - that's the 15 digit number or serial number for your phone/USB modem. It’ll be on the side of the box your phone/USB modem came in. We'll need this to ‘blacklist’ your phone/USB modem
  • If you have Virgin Mobile insurance, we’ll tell you everything you need to know about what to do next

Next, report the theft, loss or malicious damage to the police within 24 hours.

  • You'll need to do this within 24 hours of discovery.
  • They'll give you a crime reference number – if you’re insured, you'll need this to complete your claim form

When that’s done, if you have Virgin Mobile insurance you can register your claim online, by phone, or post

  • Make sure you register your claim within 48 hours of discovery, unless you are outside of the UK and unable to contact LSG, then you must call them within 48 hours of return to the UK, and 30 days upon discovery of the incident
  • You can call find out everything you need to know about making your claim below.

    Making a claim with Virgin Mobile insurance

    If you’ve signed up to Virgin Mobile insurance, you don’t need to worry – your Virgin Mobile insurance has got you covered. Once your claim is accepted, we’ll send you a replacement phone or USB modem, and have you back up and running in no time.

    Best of all, making a claim is really simple.

    • To claim online or by post, click here.
    • To claim by phone, just contact the LSG Claims team on 0845 070 5558*

    As soon as they’ve looked at your claim, they’ll get in touch to let you know if your claim is successful.

    If you need help along the way, the LSG team is on hand. Just call them on 0845 070 5558. They’re available from 8am to 8pm from Monday to Friday (excluding Bank Holidays). Or between 9am and 6pm at weekends.

     




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I didn't get Virgin Mobile Insurance when I purchased my phone/ USB modem, can I still get it?

If you want to insure your phone or USB modem after you've bought it, no problem! You'll just need to call our team on 0845 070 5558 within 28 days of purchase and they'll sort it out for you.

How many claims can I make with my policy?

If your policy covers a Pay As You Go phone, you're covered for one successful claim during the 12 months after you buy the insurance.

If your policy covers a Pay Monthly contract phone or Mobile Broadband contract USB modem, you're covered for up to two successful claims in any 12-month period.

Where do you send my replacement phone or USB Modem?

You choose where your phone or USB Modem is delivered. We'll send it to whichever delivery address you give us on your claim form.

Will my replacement phone be identical to the old one?

Yes, in most cases. And if an identical phone isn't available, we'll arrange for a replacement one that's just as good, or better! Either way, we'll contact you first to let you know what’s happening.

I've heard about an excess payment. What is it?

An excess payment is an amount you pay towards the cost of your claim - and it's usually only a small part of the total claim value. It's there to help us keep your policy cost as low as we can.

To find out your excess payment amount, just take a look at your Certificate of Insurance.

If I make a claim, what counts as 'proof of purchase'?

An official document which shows your phone's IMEI number and its make and model - like a purchase receipt, or a despatch note. For USB Modem claims, the till receipt you got when you bought it (showing the details the USB modem), or similar documentation that provides proof that you own or are responsible for the USB modem, can be used.

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