Call: Claims (0203) 794 9294

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.

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 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

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

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.