Frequently Asked Questions

Do I need to activate my Mobile Phone Insurance benefit?

We do recommend that you register your mobile phone details with us, as this can help speed things up when dealing with a claim should you ever need to make one, but rest assured you are already covered for Mobile Phone Insurance. You are also able to update your phone details and register or track claims online.

You can register your mobile phone details online or by calling the number at the top of this web page. Please have the following details to hand when registering:

• your Ultimate Reward Current Account number and sort code
• the make and model of your mobile phone(s)
• the IMEI number of your mobile phone(s) – this can be displayed on the screen by entering *#06# on the handset keypad
• the phone number of your mobile phone(s)
• your mobile phone network provider
• whether your mobile phone is pay-as-you-go or a pay monthly contract

Who are STAMS Limited and Lifestyle Services Group Limited?

STAMS Limited and Lifestyle Services Group Limited (LSG) are the people we work with to provide your mobile phone insurance policy. STAMS Limited (FRN 409098) is an appointed representative of Lifestyle Services Group Limited (FRN 315245) who is authorised and regulated by the Financial Services Authority (FSA). You can check this on the FSA’s Register by visiting their website at www.fsa.gov.uk/register/ or by contacting them on 0300 500 5000.

Can I register more than one phone?

If you are a joint account holder, you can register up to 2 phones for cover.

Where can I find my user name and password?

Once you have successfully registered your details, you will receive an email confirming your password to access your policy details online.

The user name is your 6-digit sort code followed by the 8-digit bank account number.

How do I register a claim?

You can do this online or by calling the number at the top of this web page

You must register your claim with us within 48 hours of discovering the incident or if the incident takes place abroad then you must notify us within 48 hours of your return to the UK.

You must also contact your network provider within 24 hours of discovering the incident if your handset has been lost or stolen.

Plus

You must also contact the Police (or relevant local authorities if you are abroad) within 24 hours of discovering the incident if your handset has been lost, stolen or maliciously damaged and obtain an incident reference number.

Please note – you must return your claim form to us within 14 days of receiving/downloading it.

How long will my claim take to process?

We will assess your claim once we have received your completed claim form along with your full excess payment and other supporting documents. If you are claiming for a lost or stolen mobile phone, we 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 damaged or become faulty 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 mobile phone, please call the number shown at the top of this web page.

How do I get my replacement or repaired handset?

We 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 phone is not available, a replacement of similar specification will be sent to you; before sending you a handset, we will call you to discuss the options available. At our discretion, your claim may also be resolved by a cash settlement.

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