This is your insurance policy. It is a contract of insurance between you, the purchaser (hereafter “you/your”), and London General Insurance Company Limited (“we”/ “us”/ “our”/”Insurer””). We have appointed TWG Services Limited (the administrator) to administer this policy on our behalf.
Please note that having insurance cover does not mean that you should not take care of your product. Manufacturer’s guidelines should be followed at all times.
Customers with additional requirements
If you have hearing or speech difficulties, you can text telephone on 0330 100 3330. This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can call us on 0330 100 3400 to request a copy.
This Insurance Policy is intended to cover only the mobile phone (the item listed on your confirmation schedule) against the following risks (see ‘The Insurance Policy Terms and Conditions’ below for more details):
- Accidental Damage
This policy is suitable only:
- For sim free, pay as you go and contract mobile phones purchased from John Lewis, including Vodafone stores within John Lewis in the last 30 days.
- For mobile phones which are used for personal purposes only, by you or your family, who live with you;
- For persons who do not already have insurance that covers the mobile phone against risk summarised under Section C ‘Description of Cover’ above
1. Period of insurance
Cover starts on the date shown on your confirmation schedule
All cover under this policy ends on the earliest of:
- The date we replace your mobile phone or you receive an alternative settlement (this does not apply where you receive a refurbished handset); or
- The date you cancel the insurance; or
- The expiry date shown on your confirmation schedule
2. Scope of cover
Your mobile phone is covered against accidental damage.
|Geographical extent of cover||Description of cover||Benefit|
|UK + 30 days worldwide cover (see ‘Notes’ below)||We cover you against accidental damage to your mobile phone caused by an unexpected and/or unintentional incident that is accidental in nature||If your mobile phone is accidentally damaged, we will decide whether to repair or replace it. If we choose to replace it we will do so with a mobile phone of the same or similar specification.
If we cannot replace your mobile phone we will either provide you with a John Lewis gift card for you to purchase a replacement or at our discretion, a cash settlement.
See also the ‘Notes concerning the scope of cover’ below
Notes concerning the scope of cover
Cover under this policy is extended whilst your mobile phone is outside the UK for a period of not more than 30 days in any 12 month period. Note. We will only be able to complete your claim upon your return to the UK when you should follow the claims procedure in Section 4 ‘Claims’
Replacement mobile phones: We cannot guarantee to replace your mobile phone with an identical one. Any replacement will be of an equivalent specification. The value of the replacement mobile phone, John Lewis gift card or cash settlement will not exceed the market value of the mobile phone when you originally purchased it.
Refurbished Parts or Mobile phones:
Where we repair or replace your mobile phone, we may use refurbished (not brand new) parts or mobile phones.
You should make a note of the IMEI Number (International Mobile Equipment Identity Number) of your mobile phone. This 15 digit number can be found on your mobile phone’s original packaging, by keying *#06# on your mobile phone or by contacting your mobile phone’s network provider. The IMEI is the unique serial or identification number that we will use to identify the mobile phone in the event of a claim.
3. General requirements and exclusions:
|Requirement / Exclusion||Explanation|
|Unauthorised repairs||This policy does not provide cover for your mobile phone if it has been repaired by someone other than:
|Business / Commercial Use||This policy will not cover your mobile phone if you use it primarily for business or commercial purposes|
|Not taking appropriate care of your mobile phone||Taking appropriate care of your mobile phone means:
We will consider the circumstances of your claim, but may deny it where we consider you have knowingly not taken appropriate care of your mobile phone.
Please note that these are examples of where we could decline your claim, not a comprehensive list
We will not cover the cost of any modifications that you have made to your mobile phone.
Modifications are anything that changes the look or the way your mobile phone operates from the original specification. This includes things like adding gems, precious metals or making software changes like unlocking your mobile phone
|Other cost or losses you may incur||We will not cover any cost or loss incurred other than the cost of repairing or replacing your mobile phone|
|Deliberate or cosmetic damage||
You are not covered for:
|Breakdown||This policy will not provide cover if your mobile phone breaks down. This is covered under the John Lewis guarantee. Please refer to the John Lewis guarantee terms and conditions if your mobile phone breaks down|
|Data content||This policy will not provide cover for the content of your mobile phone for example, loss or corruption of data, images, games, logos and downloads|
|Accessories||This policy does not provide cover for accessories which have either been supplied with the mobile phone or that you have purchased separately for example chargers and headphones|
General Conditions and Limitations
- You may be asked to complete a claim form to support your claim
- This policy is not transferable
- You must notify the administrator as soon as possible if any of your details change
- Where accidental damage occurs as a result of any unauthorised repairs, we will automatically terminate your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone
- We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. If you are not happy with any changes made to the terms of this policy, you may cancel your cover. Please refer to cancellation and refund policy in section 5 ‘Cancellation and Refunds’
Before Making a Claim
Before contacting the administrator, look for visible causes of the damage and consult any fault finding guide in the manufacturer’s handbook.
It is your responsibility to back up any data or content from the mobile phone, and where possible, remove it, before we take the mobile phone to be repaired or replaced. If you are unsure how to do this, please contact the mobile phone manufacturer.
Making a Claim
To make a claim, simply telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm. Please contact us as soon as possible and normally within 28 days of discovering the damage or if abroad, within 28 days of your return to the UK as this will assist us in dealing promptly with your claim and any appropriate remedial action required. If you do not contact us within this period, we will still assess your claim but any delay may prejudice our ability to deal with your claim. We may also ask you to complete a claim form to support your claim.
Damaged mobile phones that are replaced will be retained by us.
We will always do our best to make sure that you are satisfied with the outcome of the claim, however if you are not, please follow the complaints process in Section 6 ‘Queries and Complaints’.
5. Cancellations and refunds:
We may cancel your policy if there has been a breach of section 8 ‘Obligation to provide accurate information’.
You can cancel your policy at any time. Should you wish to cancel your policy, please contact the administrator by telephone on 0330 100 3637 or write to John Lewis Added Care Team, PO Box 99, Mitcheldean GL17 0SX or email JohnLewis@thewarrantygroup.com
Cancellations within 60 days: You will receive a full refund of the premium paid. The 60 days begins on the date on which you receive these terms.
Cancellations after 60 days: You will receive a pro rata refund based on the number of full unexpired months of cover remaining.
6. Queries and complaints:
If you have a query regarding this policy, please telephone the administrator on 0330 100 3637 or email JohnLewis@thewarrantygroup.com.
For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3245, or email Customer.Relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.
If you have a complaint relating to the sale of this policy please contact John Lewis Customer Services by telephone on 0207 828 1000, by post to John Lewis Head Office Customer Services, 171 Victoria Street, London SW1E 5NN or by email to Head_Of_Customer_Service@johnlewis.co.uk.
If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk. Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/.
7. Law and juridisction:
Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England. The EEA State for the purposes of the policy is the United Kingdom.
8. Obligation to provide accurate information:
When applying for this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.
9. Status disclosure:
This policy is underwritten by London General Insurance Company Limited (company number 1865673) who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689. Registered address: TWENTY Kingston Road, Staines, upon Thames, Surrey, TW18 4LG.
10. Compensation scheme:
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU.
11. Data protection:
The data you supply will be used by the administrator and John Lewis Plc to administer your policy including handling complaints and claims. It will be used by the insurer in respect of underwriting the policy. Please note that telephone calls may be recorded for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all requirements of English and EU Data Protection law. The insurer may use your details for the prevention of fraud, including adding your details to a register of claims and to meet other legal requirements.
In the course of administering your policy your data may be transferred outside the EU. Any transfer of data will be managed in accordance with the requirements of English and EU Data Protection law.
Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.