When will my repaired or replacement device be delivered?

If you’re a business insurance customer, this will depend on the type of claim you are making and the type of cover that you’ve chosen.

You can check your level of cover by reviewing your welcome pack or Insurance Product Information Document (IPID). These documents will have been provided to you shortly after you purchased your insurance policy.

Damage and breakdown claims

We will attempt to repair the device. Once your device has been received at our repair centre, we aim to repair it within 5 working days (excluding weekends and bank holidays), subject to parts availability. Once the device has been repaired, we will send it to your chosen address by courier.

Loss or theft claims

Once the excess has been paid and your claim has been accepted, we aim to send you a replacement device within 24 hours (subject to geographical exclusions and excluding UK bank holidays). We can keep you updated on the progress of your claim by SMS or email, where possible.

Please note, there may be some circumstances in which we’re unable to get a replacement device to you within 24 hours.

If you live in any of the postcodes listed below,’it may take us longer to get the device to you: 

4-hour rapid replacement service

To be eligible for our 4-hour rapid replacement service you must have purchased this level of cover.

If you have purchased our rapid replacement cover and your claim is approved by the daily claim cut-off time shown below, we can deliver a replacement device within the 4-hour period, subject to availability. For further information, please review your terms and conditions.

Rapid replacement is available to UK mainland and Northern Ireland except for locations which fall into any of the following postcodes: 

If you require a replacement device within one of these areas, we will try to arrange a replacement within 24 hours of your claim being accepted.

All replacement devices come from fully refurbished stock.