Virgin Media mobile insurance

Closed to new customers from 16th November 2014

Nobody likes reading the small print, but to avoid any surprises, please:

 Read the Terms and Conditions in full so you know what’s covered, what’s not and how to claim.

 Block any lost or stolen phone as soon as you discover it’s missing by calling Virgin Media on 0345 6000 789* to protect against

unauthorised calls..

 Make a claim within 30 days of discovering that your phone is damaged or missing by calling us on 0345 030 3291.

 Pay the excess fee to complete your claim. This was confirmed in your welcome pack and you can call us to check it at any time.

 Return any damaged phone in the pre-paid packaging provided with your replacement – or you’ll be charged a non-return fee.

 Comply with our reasonable instructions when returning any damaged phone, such as disabling any app which prevents access

to our removal of data from your damaged or faulty phone.

Terms and conditions

This cover is designed to protect your phone, against the risk of loss,

theft, damage and out of manufacturer warranty breakdown.

If included an integrated benefit of your contract tariff your confirmation

of cover is your Virgin Media purchase receipt. If added as a chargeable

extra, we sent a separate confirmation of cover letter. Your confirmation

of cover and these Terms and Conditions form your insurance policy.

Your policy number is your Virgin Mobile phone number.

If you choose insurance again when you upgrade your phone with Virgin

Media, we’ll cancel cover on your old phone and write to you confirming

your cover start date, premium and excess fee for the new phone.

In this document, the terms ‘we’, ‘our’ and ‘us’ means Asurion as the

administrator of the policy (see section I) and Liberty Mutual Insurance

Europe Limited (the Insurer).

A. Your benefits explained

This policy gives worldwide cover to protect your phone against:

 Loss and Theft

 Pet damage

 Accidental damage (including

cracked screen and liquid

damage)

 Malicious damage

 Out of warranty breakdown

You’re covered to lend your phone to family or friends and whenever

you travel abroad, however long that may be. We can arrange

international delivery, subject to the country’s laws and taxes. This costs

an extra £20 plus any customs fees.

B. How to contact us

Phone: 0345 030 3291*

8am-9pm Mon-Fri, 9am-6pm at weekends; closed Bank Holidays.

Email: virginmedia@asurion.com

Write: Virgin Media mobile insurance

PO Box 71012, London W4 9FW

C. The cost

If mobile insurance is an integrated benefit of your tariff, Virgin Media

will pay the Administrator the monthly premium. If added as a

chargeable extra, your monthly premium is £7.99 (or £11.99 if you have

an iPhone) payable in advance and collected by the administrator

through 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. Your cover automatically renews for up to 59

months at which point we’ll cancel your policy.

The excess fee (which is the amount you have to pay towards the cost

of your replacement device to complete a successful claim) is based on

the mobile phone value band as follows:

Band A: £150

Band B: £70

Band C: £35

As your device ages and falls in value, we’ll adjust your excess fee

downwards. Call us to find out your current excess fee.

D. Make a claim

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

1. Block a lost or stolen mobile against unauthorised calls

Call Virgin Media as soon as possible (we recommend you do this

within 48 hours) on 0345 6000 789 (+44 7953 967967 from abroad)

to block it against unauthorised use. We recommend you report

any stolen phone to the Police. We have the right to require a crime

reference number to complete your claim.

2. Report & replace it

Call our Virgin Mobile Insurance team on 0345 030 3291 to make a

claim. You should claim within 30 days of discovering any

damage, loss, theft or breakdown. Please have a payment card

ready to pay the excess fee.

When you claim for any loss or theft of your phone, we’ll block your

original phone automatically before sending any replacement. We

won’t be able to complete your claim until you agree to our blocking

your original device. Once your claim is completed, we (and only

we) can unblock that device.

E. Approved claims & next day replacement guarantee

We aim to provide a next-day replacement for claims accepted before

7.30pm Monday to Friday and 2.30pm at weekends. If we’re late, let

us know and we’ll give you £20, credited to your bank account within 30

days. This excludes:

 Claims made or deliveries that fall on a Bank Holiday

 Any delivery outside of Great Britain including deliveries to the

Scottish Islands, Northern Ireland and the Channel Islands.

 Any delay caused by something outside our control like extreme

weather, natural disaster, epidemic or crime.

Please make sure someone is in to sign for the delivery. Your

replacement phone comes with:

 Our 24-month warranty on your replacement phone

 The usual phone accessories, if yours were involved in the incident

or we provide a different model replacement.

 Prepaid packaging to return your damaged or faulty phone (minus

your SIM, battery and charger).

As soon as we settle your claim, your original phone becomes the

property of the Insurer. A damaged or faulty phone (and any lost or

stolen phone later recovered) must be returned to us within 15 days of

your receiving your replacement (or recovering your lost or stolen

phone). Otherwise we’ll charge a non-return fee (based on the value of

the non-returned device) to the payment card used to pay your excess

fee. The phone is your responsibility until it arrives with us so please

get proof of postage at the Post Office.

If you don’t send us the original damaged or faulty phone (or lost or

stolen phone you later recovered) and we have not been able to charge

your card for its value, we will not complete any subsequent claim until

Virgin Media mobile insurance

[email protected]

virginmedia.com/protect

0345 030 3291

8am-9pm Monday to Friday

9am-6pm weekends (closed Bank Holidays)

you have returned the phone or paid the outstanding amount.

You must comply with our reasonable instructions including

switching off or uninstalling any app which prevents our access to

remove data from the claimed-for device. If you need any help

with this please call us on 0345 030 3291*. If you refuse to do it

we will not proceed with your claim. If you fail to do it we will treat

that as a non-return and may charge you a non-return fee.

F. What’s not covered?

We do not offer new for old cover. Your replacement phone may

be refurbished to our standard (using original parts only). Our aim is

that you will not be able to tell the difference between a new and

refurbished phone.

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

 Any phone other than one registered to your Virgin Media contract

tariff, replaced by us or replaced under manufacturer warranty

 Any claim if your insurance policy is in arrears - you’ll have to make

a catch up payment to complete the claim.

 The excess fee you have to pay to complete a successful claim plus

any international delivery costs (see Section A).

 Any third claim or subsequent claim within a 12 month period.

 Any malicious or deliberate damage caused by you or somebody

you have authorised to use your phone.

 Accessory-only claims and accessories other than the battery,

mains charger and hands-free kit that came with the phone.

 Any calls, data usage or downloads made on a missing phone

 Cosmetic damage (where there is no loss of functionality – except

where you are claiming for a cracked screen) and damage caused

by wear and tear, repairing or making alternations to the phone or

acting against manufacturer guidelines.

 The cost of any repairs to your phone unless instructed by us.

 Any fault that happens within the manufacturer’s warranty period.

This is the period during which the manufacturer has provided an

assurance that your phone will be free from manufacturer faults.

 Any veterinary costs if your pet needs treatment after damaging

your phone.

 Any indirect losses from the claim incident which means any

consequences you face as a result of being without your 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 that we find to be fraudulent.

If you report a claim to us more than 90 days after discovering the loss,

theft, fault or damage to your phone, we will still consider your claim,

but it may impact our ability to assess your claim and could in some

cases result in it being declined.

G. How to cancel your cover

If included as an integrated benefit of your mobile contract, cover ends

immediately you change or cancel your tariff. If added as a chargeable

extra, you can cancel within the first 28 days and if you haven’t made a

claim we’ll refund any premium paid. Otherwise you can cancel at any

time and cover will finish at the end of the paid-for period.

We‘ll cancel your policy if you fail to pay the monthly premium, have 2

successful claims in any 12 month period, upgrade your phone or

cancel your contract with Virgin Media. We may also cancel your

policy by providing you with 30 days’ notice, sent to the current contact

details we have for you.

H. How to complain

You can call, email or write to us to make a complaint (see Section B).

If we can’t resolve your complaint right away, we’ll email or write to you

within five working days to outline our next steps. If it’s still not resolved

within two weeks, we’ll contact you to explain what’s happening.

If you’re not happy with the outcome or we haven’t given our final

response within 8 weeks, you can contact The Financial Ombudsman

Service in writing at: Exchange Tower, London, E14 9SR or by email at

complaint.info@financial-ombudsman.org.uk or by phone at 0800 023

4567 (Freephone) or 0300 123 91232.

You’ll need to contact them within 6 months of receiving our final

decision about your complaint. The service is free and we are bound

by any decision the Financial Ombudsman reaches. This won’t affect

your statutory rights or prejudice your right to take subsequent legal

proceedings. You can find out more at financial-ombudsman.org.uk.

I. Who provides this cover

This insurance is administered by Asurion Europe Limited (Asurion), which

is authorised and regulated by the Financial Conduct Authority(no.

502545), registered in England and Wales with company number 6568029

at Chiswick Place, 272 Gunnersbury Avenue, Chiswick, W4 5QB. The

Insurer is Liberty Mutual Insurance Europe Limited, which is authorised by

the Prudential Regulation Authority and regulated by the Financial

Conduct Authority and the Prudential Regulation Authority (no. 202205),

registered address: 20 Fenchurch Street, London, EC3M 3AW. Go to

fca.org.uk/register or call 0800 111 67682 (freephone) or 0300 500 8082 to

check the Financial Services Register.

You and we may choose which law will apply to this contract. Unless we

tell you otherwise, mobile insurance is governed by the law of the part of

the United Kingdom that you live in (England and Wales, Scotland or

Northern Ireland) 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 0800 678 1100 or at fscs.org.uk.

J. Our use of your personal data

By taking this cover you confirm that you’ve given us your 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: 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, the Insurer 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 or permitted 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 your policy; contact you about your policy; process claims; carry

out internal record keeping; record any claim details on relevant databases

and registers for fraud detection purposes; and contact the Police to check

any crime reference number you give us.

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, we will assume

that you 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 or permitted 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).

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

We may alter the premium or the excess for future periods of cover

due to the overall cost of claims exceeding our reasonable estimate

and we may alter the terms of the policy or cancel the policy

based on our claims experience or for any other good reason. If

we make any change that improves your cover, we’ll apply it

straight away without notice. If we make a change that increases

any charges or reduces your cover, we’ll give you at least 30 days’

notice sent to the current contact details we have for you and you will

be able to cancel your policy if you’re not happy with our changes.

0345 030 3291 is open 8am-9pm Monday to Friday, 9am-6pm at weekends (closed

Bank Holidays). Calls to 03 numbers cost the same as calls to UK landlines starting

01 and 02. Calls from landlines and mobiles are included in free or inclusive calls

packages. Details correct at time of print.

*Please note standard charges apply, please check with your network operator for

rates

VMRI_03/2017