Nobody likes reading the small print, but to avoid any surprises, please:
ü Read the insurance Terms and Conditions in full so you know what’s covered, what’s not and how to claim
ü Block any lost or stolen device as soon as you discover it’s missing by calling Virgin Media on 0345 6000 789* to protect against unauthorised calls
ü Make a claim, ideally within 30 days of discovering that your device is damaged or missing by submitting a claim 24/7 at
www.virginmedia.com/protect or by calling us on 0345 030 3291*
ü Pay the excess fee to complete your claim for a replacement device which may be refurbished to ‘as new’ standard. The excess fee was conrmed
in your welcome pack and you can call us at any time to check it
ü Comply with our reasonable instructions, including switching off or uninstalling any app which prevents our access to remove data from the claimed
for device
ü Return any damaged or faulty device in the pre-paid packaging provided with your replacement – or you’ll be charged a non-return fee (based on
the value of the non-returned model)
ü Your insurance policy is not tied to your Virgin Media airtime contract. So if you want your policy to come to an end when you cancel or upgrade your
airtime contract, you will need to contact the Virgin Media Protect team directly (see Section E)
Virgin Media Protect
Administered by Asurion
virginmedia@asurion.com
www.virginmedia.com/protect
0345 030 3291
8am-9pm Monday to Friday
9am-6pm weekends
(closed Bank Holidays)
Virgin Media Protect
Welcome to Virgin Media Protect, brought to you by Asurion.
Insurance Terms and Conditions
Please read the Terms and Conditions in full so you understand what’s
covered and what’s not. The terms ‘we’, ‘our’ and ‘us’ means Asurion
Europe Limited (the policy administrator) and ‘the Insurer’ means Liberty
Mutual Insurance Europe SE. When we refer to “Virgin Media Protect” in
these insurance Terms and Conditions, we are referring to the insurance
cover only, not the Mobile Rescue service.
A. Your cover
Virgin Media Protect gives worldwide cover to protect your device against:
• Loss and Theft
• Malicious damage caused by someone who doesn’t have your permission
to use the device
• Accidental damage (including cracked screens and liquid damage)
• Pet damage
• Out of warranty breakdown
You’re covered as soon as the device is in your hands. You’re covered
when you lend your device to family or friends and whenever you travel
abroad.
We don’t offer ‘new for old’ cover so any replacement device you receive
may be refurbished to our standard using original equipment manufacturer
parts. Our aim is that you will not be able to tell the difference between
a new and refurbished device. In the unlikely event we can’t send you a
same model replacement, we’ll offer you a different make, model or colour
device with comparable features and functionality
You can buy Virgin Media Protect provided:
• You’re buying or upgrading your device with Virgin Media
• You’re over 18
• You haven’t had a mobile insurance policy declined or cancelled by us
in the past or a claim denied due to fraud
You can also buy Virgin Media Protect if you and the main authorised user
of the device are resident in the UK. If at any time you or the authorised
user are no longer going to be resident in the UK, you need to contact us
using the details above and let us know. Your cover will be automatically
cancelled.
B. The cost of cover
Your monthly premium and claim excess fee (the amount you have to pay
towards the cost of your replacement device to complete a claim) is based
on the value of your device at the time of purchase and conrmed in your
welcome letter.
Asurion will collect your monthly premium in advance by separate direct
debit (this will show on your statement as VirginPhoneInsFee on behalf of
the Insurer. You need to pay the rst month’s premium before any claim can
be completed, your cover then renews automatically for the next 59 months
after which we’ll cancel your policy. As devices age they will fall in value and
so from time to time we may adjust your excess fee downwards. Call us to
nd out your current excess fee.
C. What’s not covered
• Any device other than one purchased from Virgin Media and shown
on your welcome letter unless replaced by us or replaced under
manufacturer warranty.
• Any claim if you haven’t paid your insurance premium. If you haven’t paid
a premium but your policy hasn’t yet been cancelled, we’ll process your
claim if you pay the outstanding amount.
• The excess fee you have to pay to complete a successful claim
• The cost of any calls, texts, data usage or downloads on a lost or stolen
device.
• A third or subsequent claim in any 12-month period.
• Accessory-only claims.
• Accessories other than the battery, mains charger and any hands-free kit
that came with the device.
• Cosmetic damage – where the device works as normal, except where
you are claiming for a cracked screen.
• Damage caused by making alterations to the device or acting against
manufacturer guidelines.
• The cost of any repair to your device unless we instruct it.
• Any fault that happens within the manufacturer’s warranty period (where
the manufacturer covers you against certain operating failures).
• Any malicious or deliberate damage caused by you or somebody you
have authorised to use the device.
• Any losses or consequences you face as a result of being without your
device.
• Loss or corruption of any kind of app, software or digital content other
than standard manufacturer software.
• Conscation of your device by a nance company or government agency
(such as the police).
• Any claim that we nd to be fraudulent. If we settle a claim that’s later
found to be fraudulent we may take action to recover our costs.
• Your SIM card.
D. Making a claim
Making a claim
1. For lost or stolen devices, call Virgin Media as soon as possible (we
recommend you do this within 48 hours) on 0345 6000 789* (+44 7953 967
967 from abroad) to block it against unauthorised use. We recommend
you report any stolen device to the police, as we have the right to require
a crime reference number to complete your claim.
2. Submit your claim online 24/7 at www.virginmedia.com/protect
3. Call our Virgin Media Protect team on 0345 030 3291* to make a claim,
ideally within 30 days of discovering the loss, theft, breakdown or damage.
If you’re calling from abroad please dial +44 345 030 3291* replacing +
with the international dialling prex relevant to your location.
Please have a payment card ready to pay your claim excess fee. We
accept MasterCard and Visa debit or credit cards.
If you report a claim to us more than 90 days after discovering the loss,
theft, fault, breakdown or damage to your device, 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.
When you make a claim, we’ll block any lost or stolen device automatically
before sending a replacement. We won’t be able to complete your claim
until you agree to our blocking that device. Once your claim is completed,
we (and only we) can unblock that device.
We aim to send a next-day ‘as new’ replacement for claims approved before
8.30pm Monday to Friday and 2.30pm on weekends. For claims accepted
outside of these times, you will receive your ‘as new’ replacement phone
within 2 days. 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.
• Deliveries outside of mainland 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, and supply shortages affecting the
industry (e.g. where new model devices are in very high demand and
short supply after launch).
Please make sure someone is in to sign for the delivery. Your replacement
comes with:
• A 24-month warranty
• The usual device accessories, if yours were involved in the incident or we
provide you with a different model replacement
• Prepaid packaging to return any damaged or faulty device (minus the
SIM card, battery and charger).
As soon as you receive your replacement device, the original claimed-for
device (the faulty or damaged device or the lost or stolen device if later
recovered) becomes the property of the Insurer and must be returned to
us within 15 days. Otherwise, we’ll charge a non-return fee (based on
the value of the non-returned model) to the payment card used to pay
your excess fee. The device is your responsibility until it arrives with us.
Please make sure that when you go to the Post Ofce that you get proof
of postage (this is free) and conrmation of the weight of the package you
are returning to us. We will not approve any further claim until you have
returned the claimed-for device 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.
E. Cancelling your cover and changes to the policy
You can call or email us to cancel your policy (see contact details at the top
of these terms) or write to us at Virgin Media Protect, PO Box 670, Brentford,
TW8 1DA.
You can cancel within the rst 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 nish at the end of the paid-for period. When you buy another
device from Virgin Media on the same mobile number and add insurance,
we’ll cancel cover on your old device automatically. You can call us to keep
that policy running. We’ll set up a policy for the new device and conrm your
cover start date, premium and claim excess in writing.
We’ll cancel your policy if you fail to pay the monthly premium, have two
successful claims in any 12-month period or if you make a claim we nd to
be fraudulent, and we will send you conrmation including your cover end
date.
When you buy another devi ce from Vir gin M edia on the same mobile number
and add insurance, we’ll cancel cover on your old device automatically.
Otherwise, if you cancel or upgrade your airtime contract with Virgin Media,
your insurance policy will remain active unless you contact us to cancel.
We may change your policy terms or alter the premium or excess fee for
future periods of cover based on signicant adverse claims experience,
signicant increase in our operating costs, ination, economic and
environmental factors, and changes in legislation, taxation or interest rates.
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 are not happy
with our changes. If we make any change that improves your cover, we may
apply it straight away without notice.
F. How to complain
You can call or email us (see contact details at the top of these terms) or
write to us at Virgin Media Protect, PO Box 670, Brentford, TW8 1DA. If we
can’t resolve your complaint right away, we’ll email or write to you within
ve working days to outline our next steps. If the issue still isn’t resolved
within two weeks, we’ll contact you again to keep you up to speed on what’s
happening.
If after making a complaint you are still not satised or we haven’t given
you our nal Response within 8 weeks, you may refer the dispute to
the Financial Ombudsman Service (FOS) which is a free and impartial
service, who may be contacted at:
Exchange Tower, Harbour Exchange, London, E14 9SR
Tel: 0800 023 4567
Email: enquiries@nancial-ombudsman.org.uk
More information about the FOS to can be found at
www.nancialombudsman.org.uk/consumer/complaints.htm
Alternatively, as Liberty Mutual Insurance Europe SE is a Luxembourg
insurance company, you are also entitled to refer the dispute to any of
the following dispute resolution bodies:
Commissariat aux Assurances, 7, boulevard, Joseph II, L-1840
Luxembourg
(+352) 22 69 11 - 1
caa@caa.lu,
www.caa.lu
or
Service National du Médiateur de la consommation – Individual
Consumers ONLY, Ancien Hôtel de la Monnaie, 6, rue du Palais, de
Justice, L-1841 Luxembourg, (+352) 46 13 11,
info@mediateurconsommation.lu, www.mediateurconsommation.lu
or
Médiateur en Assurances, ACA, 12, rue Erasme, L-1468 Luxembourg
(+352) 44 21 44 1, [email protected],
https://www.ulc.lu/fr/organes/detail.asp?T=2&D=descr&ID=6
G. 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 Vantage London, Great West Road, Brentford, TW8 9AG.
The Insurer is Liberty Mutual Insurance Europe SE (LMIE), which is
trading as Liberty Specialty Markets, a member of the Liberty Mutual
Insurance Group. Registered ofce: 5-7 rue Leon Laval, L-3372,
Leudelange, Grand Duchy of Luxembourg, Registered Number B232280
(Registre de Commerce et des Sociétés). LMIE is a European public
limited liability company and is supervised by the Commissariat aux
Assurances and licensed by the Luxembourg Minister of Finance as
an insurance and reinsurance company. LMIE’s UK branch registered
address is 20 Fenchurch Street, London, EC3M 3AW which is authorised
by the Commissariat aux Assurances and subject to limited regulation
by the Financial Conduct Authority and Prudential Regulation Authority
(registered number 829959).
Details about the extent of regulation by the Financial Conduct Authority
and Prudential Regulation Authority are available from LMIE on request.
www.libertyspecialtymarkets.com
You and the Insurer may choose which law will apply to this contract. Unless
we agree otherwise, Virgin Media Protect 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.
Any payments collected by Asurion under these terms and conditions are
collected on behalf of the Insurer.
The Insurer is covered by the Financial Services Compensation Scheme
(FSCS). In the unlikely event that we can’t meet our 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
(Freephone) or by going to fscs.org.uk.
H. Virgin Media Protect Privacy Notice
We understand the importance of protecting your privacy. We want you to
understand what personal information (also known as personal data) we
collect, why it is collected, how it is used, and other important information
so that you are informed and there are no surprises.
Personal information we collect when you use our services is needed for
the following purposes:
• Contract: to communicate with you, process enrollments, bill and
collect, process cancellations, process claims that you submit, provide
customer service, administer your policy, and manage our supply chain
management to deliver replacement devices to you.
• Legitimate interests: for maintaining our books and records, maintaining
security and integrity, monitoring use and performance, quality
assurance, fraud detection and prevention, and product improvement
and development.
• Comply with legal requirements: to notify you as required by law in the
event of a breach regarding the security of your personal data. We also
use your personal information to comply with any other UK or EU legal
requirements.
If you do not desire for your personal data to be processed in accordance
with these terms, you may cancel your contract at any time in accordance
with the terms and conditions.
If you fail to provide certain information when requested, we may not
be able to provide the services for which you have contracted, such as
processing a claim.
Where to turn with questions
If you have any questions on this notice, please contact our Data Protection
Ofcer by postal mail or email anytime.
Asurion
Attn: EU Data Protection Ofcer
c/o Ofce of the General Counsel
648 Grassmere Park
Nashville, TN, USA 37211
privacy@asurion.com
We may collect the below types of personal information:
• Name;
• Mailing address;
• Email address;
• Mobile phone number and information that identies your mobile device,
such as an IMEI;
• Information collected after obtaining your permission;
• Any information that you provide as part of ling a claim;
• Information provided by your mobile network provider to validate your
claim;
• Other information that personally identies you or is linked or linkable to
you.
As part of the claim process, Asurion or its afliates may require you
to provide a copy of your driver’s license, passport or other forms of
identication. Additionally, in order to process your claim, Asurion or its
afliates may request your shipping and billing information, credit card
information or other preferred payment means.
We will not use or disclose your personal information to third parties
except as disclosed in this notice.
Asurion may transfer your personal information to:
• Non-afliated companies that include telecommunication carriers, the
insurer that underwrites your policy, credit card payment processors,
security services providers, service providers who send communications
on our behalf and third parties providing claims fulllment, supply chain
logistics, data center operations, information technology, customer
service and quality assurance monitoring of customer service. These
companies are required to comply with the principles set out in this notice
and only use such personal information for the purposes for which it was
provided to them;
• A third-party, in the event of a proposed or actual purchase, sale
(including a liquidation, realisation, foreclosure or repossession), lease,
merger, amalgamation or any other type of acquisition, disposal, transfer,
conveyance or nancing of all or any portion of its business or of any
assets or shares of our business or a division thereof in order for you to
continue to receive the same or similar products and services from the
third-party. In these circumstances, personal information may be shared
with the actual or prospective purchasers or assignees, or with the newly
acquired business.
To determine the appropriate period which we will keep your personal
information before we securely destroy it, we consider the amount, nature,
and sensitivity of the personal information, the potential risk of harm from
unauthorised use or disclosure of your personal information, the purposes
for which we process your personal information and whether we can achieve
those purposes through other means, and the applicable legal requirements.
In some circumstances we may anonymise your personal information so
that it can no longer be associated with you, in which case we may use
such information without further notice to you.
Our services are not directed to, and we do not knowingly collect personal
information from, individuals under the age of 18. If a child is accessing
services without your consent, please contact us by using the information
provided below so that we can remove any personal information provided.
Personal information we collect from you may be processed by Asurion
and third-parties as described in this notice in the United States and other
countries and used consistent with your relationship with Asurion and the
practices described in this notice.
Personal information will only be transferred to locations outside of the UK
and the EU where permissible legal structures exist or where the country
is deemed “adequate” by the EU Commission.
We have implemented technical and organisational measures designed to
provide appropriate levels of security for your personal data. Reasonable
administrative, logical, and physical controls are in place to prevent your
personal information from being accidentally lost, used, or accessed in
unauthorized ways.
While we take various steps to ensure the accuracy and completeness
of your personal information, we rely upon you to provide accurate and
complete personal information when interacting with us.
Under certain circumstances, by law you have the right to:
• Request access to your personal information (commonly known as a
‘data subject access request’). This enables you to receive a copy of the
personal information we hold about you.
• Request correction of any incomplete or inaccurate personal information
that we hold about you.
• Request erasure of your personal information when there is no need for
us continuing to process it or you have exercised your right to object to
processing (see below).
• Object to processing of your personal information where we are relying on
a legitimate interest (or those of a third party) and there is something about
your particular situation which makes you want to object to processing on
this ground.
• Request the restriction of processing of your personal information to
suspend the processing, for example if you want us to verify its accuracy
or the reason for processing it.
• Request the transfer of your personal information to another party.
If you want to exercise any of these rights, please contact the Data
Protection Ofcer in writing per the ‘Where to turn with questions’ details
in this notice. Valid requests will be honored within 30 calendar days of
request. This 30-day period may be extended for another 2 months for
complex requests with notication of the reasons for the extension to you.
Any such requests should be submitted to the Data Protection Ofcer.
You will not have to pay a fee to access your personal information (or to
exercise any of the other rights). However, we may charge a reasonable
fee if your request for access is unfounded or excessive. Alternatively, we
may refuse to comply with the request in such circumstances. In addition,
there may be requests that we are unable process because of other EU
legal requirements. If a request is denied, we will notify of the reason.
We may need to request specic information from you to help us conrm
your identity and ensure your right to access the information (or to exercise
any of your other rights). This is another appropriate security measure to
ensure that personal information is not disclosed to any person who has
no right to receive it.
You also have the right to lodge a complaint with the UK Information
Commissioner’s Ofce or other EU supervisory authority. However, if you
have a complaint regarding the processing of your personal information,
we request that you rst contact the Asurion Data Protection Ofcer as
indicated in the Where to turn with questions section of this notice and we
will reply promptly.
*Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Call charges
apply when calling from abroad. To nd out more about the cost of using your phone abroad visit
virginmedia.com/callingfromabroad
Please note standard charges apply, please check with your network operator for rates. Details
correct at time of print. 201908_DR401_LIB
