Multi Gadget Insurance FAQs
Please see below a comprehensive set of Multi Gadget Insurance FAQs.
Should there not be a suitable reply to your query then please call one of our helpful staff on 0191 519 4000.
Popular Questions
Popular Questions
I can't find the answer to my question! What do I do?
Please email us at info@multigadget.insure or call us on 0191 519 4000.
What is the cost of Multi Gadget Insurance?
All prices are displayed on website. In order to maintain competitive we constantly update our prices.
What electronic devices do you insure?
We offer insurance on Mobile Phones, iPhones, iPads, Tablets, PDAs, MP3 Players, iPods, Satellite Navigation Systems, PSP’s and other game consoles, Cameras, Camcorders, Personal Media Players and Laptops.
What does the multi gadget insurance policy cover me for?
Theft – including unattended theft from a secure vehicle / secure premises
Accidental Loss for mobile phones, iPads.
Extended Warranty (not included on Laptops)
Accidental Damage
Liquid Damage
Malicious Damage
Worldwide Cover (90 days)
Unauthorised Call Use (up to £2500)
Unlimited Claims
Instant Cover
Family Cover – your gadget’s covered whether you or a member of your *immediate family are using the gadget
*Immediate family – your mother, father, son, daughter, brother, sister, spouse, domestic partner who resides at the same address as you
Do I need gadget/ mobile phone insurance if I have a manufacturer's warranty?
Most manufacturers warranties are only for 12 months. If your gadget suddenly stops working and the manufacturer’s warranty has expired, we’ll fix it or replace it.
How do I make a complaint?
If you have cause for complaint, it is important that you know that we are committed to providing you with an exceptional level of service and customer care. We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. When this happens, we want to hear about it so that we can try to put things right.
You should provide details of your policy and in particular, your policy reference number, to help with the speedy handling of your enquiry.
Who to contact?
If your complaint relates to the sale of your policy, you need to contact: Multi Gadget Insure, Ferndale House, 70/71 North Road, Boldon Colliery, Tyne and Wear NE35 9AX Tel: 0191 519 4000.
If your complaint relates to a claim on your policy, you need to contact: Direct Group PO Box 1291 Preston PR2 0QJ Tel: 0203 794 9300 Email: customer.relations@directgroup.co.uk.
The Insurers will make every effort to resolve your complaint immediately. If they cannot resolve your complaint by the end of the third business day after receipt, they will acknowledge your complaint within 5 days of receipt and do their best to resolve the problem within four weeks by sending you a final response letter.
If they are unable to resolve your complaint in this time then they will write to advise you of progress and will endeavour to resolve your complaint within the following four weeks or explain the current position and provide you with a timescale for a full response. If you are still dissatisfied after receiving the final response letter, you may refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
www.financial-ombudsman.org.uk
0800 023 4 567
You have the right of referral within six months of the date of your final response letter. Whilst we and our UK service providers are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action. To use their service you must have first of all referred your complaint to us, and your referral to them must have been sent within six months of our final response letter. Full details of our complaints handling procedures are available on request.
Alternatively, you can use the Online Dispute Resolution Platform (ODR) http://ec.europa.eu/consumers/odr
You may go directly to The Financial Ombudsman Service with your complaint, but the Ombudsman will only review your complaint at this stage with our consent.
Who are Multi Gadget Insure?
Multi Gadget Insure is a website and trading style of Elliott Slowther Insurance Services Ltd t/as A19 Insurance. Established in 1985, we provide a range of personal and business insurance products to our clients. We realise that the internet is a convenient and efficient way of arranging your business insurance, and our website will provide you with our best premium and cover to suit your needs. You can purchase your policy online, or if you prefer, speak to one of our specialist insurance consultants about any queries you may have.
We also have a number of specialist websites for Boat Insurance, Cleaning Insurance, Liability Insurance, Taxi Insurance, Tradesman Insurance,Travel Insurance and Electric Car Insurance.
When does my gadget insurance cover start?
Your gadget insurance cover begins immediately after you take it out.
Payment Questions
Payment Questions
How do I pay for my policy?
- You can pay online using our secure system where all data is encrypted. We hold your details according to the Data Protection Act 1998. If you do not feel comfortable online then you can call one of our friendly staff on 0191 519 4000 and they will help you with your policy.
Can I cancel my direct debit at anytime?
- Yes, you may cancel your direct debit at any time. Depending on when you cancel it, will correspond to whether you have to pay the remainder of the policy.
If you cancel your policy within 14 days of it starting or (if later) within 14 days of you receiving the insurance documents, you will receive a full a full refund of all premium paid provided no claim has been made and you do not intend to make a claim.
- **After cooling-off period – ** If you pay your premium monthly on a monthly rolling basis, there will be no refund of premium because you will only have paid for the cover you have already received.
How soon will I receive my policy documents after purchasing Multi Gadget Insurance?
Your policy is instantly available for you to download once payment has been taken. A link to download your policy documentation will also be sent to you via the email address you provide us. Please note that some internet providers may accidentally filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If you are having trouble accessing your documents and need help, please email us at help@multigadget.insure and we will assist you.
Claims Questions
Claims Questions
How do I make a claim for my phone or gadget?
You must notify Direct Group Limited on 0203 794 9294 or by emailing gadgetcoverclaims@directgroup.co.uk
What is the claims procedure?
In the event of a claim you must:
Notify Direct Group as soon as possible but in any event within 28 days of any incident likely to give rise to a claim under this insurance.
Report the theft / loss to the police within 48 hours of discovery.
Report the theft / loss of a mobile phone / tablet to your Service Provider immediately, but in any case within 24 hours of discovery.
If your claim relates to a faulty item, the faulty item must be provided.
Failure to comply with the above may result in your claim being delayed or rejected.
Once all the requested information has been received we will aim to process your claim within 48 hours.
Who is the policy underwritten by?
This insurance is arranged by Supercover Insurance and underwritten by West Bay Insurance PLC. Registered in Gibraltar (Reg No. 84085). Registered Office: 846 – 848 Europort, Gibraltar.
Supercover Insurance is a trading name of Insurance Factory Ltd which is authorised and regulated by the Financial Conduct Authority (No.306164). Registered in England and Wales (No.02982445). Registered Office: 45 Westerham Road, Sevenoaks, Kent, TN13 2QB. You can check this by visiting the Financial Services Register at www.fca.org.uk/register.
West Bay Insurance PLC is regulated by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority in respect of underwriting insurance business in the UK (No. 211787).
West Bay Insurance PLC is a member of the Association of British Insurers.
Do I need to supply a receipt if I make a claim for a gadget?
You will need to be able to evidence ownership for all the items you are claiming for at the point of claim. This can be a copy of your receipt (this must be in the same family name), a gift receipt (provided it has your name on it), a delivery note or in the case of a mobile phone, a confirmation from your network provider of the phone you have in use on your contract and it’s IMEI number.
Does an excess apply if I make a claim for my gadget?
In the event that you make a claim, an excess of £50, £75 or £100 dependent on the gadget value applies which must be paid to us before your claim can be settled.
Eligibility Questions
Eligibility Questions
How old do I have to be to take out gadget insurance?
Unfortunately we are unable to insure any item if you are under 18 years of age. However, so long as you still live with your parents, they can purchase the policy for you and when you turn 18 they can then transfer the policy into your name.
Do I need to live in the UK to take out a policy with Multi Gadget Insure?
To insure your gadget with us, you need to be a permanent resident of the UK.
Is there an age restriction on the items I can insure?
The item must not be more than 36 months old and not more than 18 months old if a phone or iPhone when the insurance is first purchased. There is no limit on how long the item can be insured, thereafter.
Can I Insure gadgets and phones purchased from Ebay?
Yes! We now also insure items purchased from eBay as long as they are purchased brand new and have Evidence of Ownership that includes the make, model and serial number of the gadget (in your name). The item should also have been purchased from eBay UK.
Can I have gadget insurance If I purchased my gadget abroad?
No, the gadget has to have been purchased in the UK.
Can I insure second hand gadgets?
No, sorry you cannot insure your second hand gadget with us.
Does my multi gadget Insurance cover members of my family?
Yes, if gadget in owned by you and registered in your name our multi gadget insurance covers you and your immediate family. Immediate family being defined as your husband, wife, civil partner, partner, children or parents, who permanently reside with you.
