LOST OR STOLEN

Call Virgin Mobile within 24 hours of discovering the loss or theft on 0845 6000 789. Remember, we're open 24 hours a day, 7 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, try to have your IMEI number handy. Your IMEI is a 15 digit number from your phone. You can find it 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, report it to the police.
• 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 before 5th July 2010

• To make a claim you must call our previous insurance partner, Lifestyle Services Group Limited within 48 hours of discovering your phone's missing, on 0845 070 5558. They're available from 8am to 8pm, Monday to Friday and from 9am to 6pm at weekends. Sorry, they're closed on Bank Holidays.

If you bought your insurance on or after 5th July 2010

• To make a claim by phone, you'll need to call our new insurance partner, NEWAsurion Europe Limited on 0845 604 8846. They're available from 8am to 9pm, Monday to Friday and from 9am to 6pm at weekends. Sorry, they're closed on Bank Holidays. You need to do this within 7 days of discovering that it's missing. To make your claim with NEWAsurion online, just click here