Frequently Asked Questions
Who are Lifestyle Services Group Limited?
Lifestyle Services Group Limited (LSG) are the people we work with to provide your
mobile phone insurance policy. They are authorised and regulated by the Financial
Services Authority (FSA), their Register Number is 315245. You can check this on
the FSA’s Register by visiting their website at www.fsa.gov.uk/register or
by contacting them on 08456 06 12 34*.
Can I protect more than one phone?
To protect any mobile phones outside of your allowance, for example those belonging
to other family members, you can purchase our Additional Handset
Cover
Is my mobile phone automatically covered under this policy?
Yes, however we do recommend that you register your mobile phone details with us.
Doing this can help us deal with any claim you make more quickly, and will also
allow you to manage your policy online. You can register your phone details
online or by calling Membership Services.
How can I access the online Member’s Area?
If you haven’t done so already you will need to
register your mobile phone details.
Once you’ve done this you will receive a text message containing your Policy ID and password to access
the Member’s Area. If you have any problems logging in, click the
forgotten password link or call Membership Services.
How long will my claim take to process?
LSG will assess your claim once they have received your completed Claim Form with
full excess payment and other supporting documents. If you are claiming for a lost
or stolen handset, they will aim to let you know the outcome of your claim
within 2 working days of the Claim Form being received. Claims for phones
which have been accidentally damaged will be assessed and, where possible, repaired
- which may take a little longer. It isn't possible to give a specific time for
any particular repair, as the length of time taken depends on the type of repair
required. In most cases, items are repaired within 5 working days. For further information
about the repair of your handset, please call the relevant number for your
account, or for additional handset policies call
08450 70 15 98*.
How do I get my replacement or repaired handset?
LSG will send it to wherever you specify on the Claim Form, whether it be your home
or a work address. A signature will be required at the time of delivery.
Will the replacement handset I receive be identical?
If the same item is not available, a replacement of similar specification will be
sent to you; before LSG send you a handset they will call you to discuss
the options available. At our discretion, your claim may also be resolved by a cash
settlement.
How do I register for Save My Numbers™?
You can register for Save My Numbers™ online. During
this you will have unique settings sent to your phone which will then enable you
to transfer phone numbers to and from the secure Save My Numbers™ website. This
service is subject to handset compatibility.
Please note, Save My Numbers™ is not available to Student and Silver account holders.
How do I keep my Save My Numbers™ information up to date?
This will depend on the type of handset you have. Subject to handset compatibility,
you can synchronise your phone’s data with the Save My Numbers™ website using ‘over
the air’ technology. We recommend doing this on a regular basis. You can also update
your Save My Numbers™ information through the Member’s Area.
If you change your phone, or it is lost, stolen or damaged, all of your saved data
can be transferred onto the new handset.
*0845 calls will be charged at a maximum of 4p a minute from a BT line.
Calls from non-BT phone lines may vary. Calls may be recorded or monitored for training/customer services
purposes and/or the prevention or detection of crime. Details are correct at time of creation.
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