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*.

Do I need to register my mobile phone?

Your mobile phone is automatically covered, however we do recommend that you provide us with your handset details as soon as possible. Doing this, will help us to manage your policy more effectively e.g. if your phone is lost, stolen or damaged, it can help speed things up when processing a claim as we'll already have all of the handset information. You can register your phone details online by completing four simple steps. You will need to have the following details to hand:

• Your account type i.e. Silver, Premier, Platinum
• Your bank account number and sort code
• The make and model of the phone(s) you want to register
• The mobile phone network provider. You must also tell us whether it is on a monthly contract or Pay As You Go basis
• The mobile phone number(s)
• The mobile phone IMEI number(s) - this will be displayed on the phone's screen by entering *#06# on the keypad
• Personal details

Please note if you change any handsets already registered you will need to register the new details with us.

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.

Where can I find my Policy ID and password?

To log-in to the Member’s Area you will need to enter your Policy ID and password.

Your Policy ID and password can be found on either:

The Certificate of Insurance which we sent to you when you registered for Mobile Phone Insurance. This document does not include your password therefore you will need to request a password.

If you do not have your Policy ID or have any problems in trying to obtain your password, please 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/gadget, 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 and gadgets 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/gadget, please call the relevant number for your account, or for additional handset and gadget policies call 08450 26 47 33*.

How do I get my replacement or repaired handset/gadget?

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/gadget 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/gadget 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 purchase Lloyds TSB Gadget Insurance?

You can do this online through the Member’s Area or by calling 08450 26 47 33*.

How many gadgets can I register?

For £7.99 a month, you can register gadgets up to a maximum combined value of £500 or for £11.99 a month, a maximum combined value of £1,000. Each gadget must have a minimum value of £50. A 15-day registration period applies.

Please note, all amounts quoted above are inclusive of VAT.

How much does Save What Matters cost?

There is no charge for Save What Matters for Lloyds TSB Select, Gold, Platinum, Premier, Private Banking Premier and Mayfair AVA account holders. However, whilst we don't charge for data transfers, your Mobile network provider may (see below) so please check with them.

Will I be charged for transferring data?

Whilst we don't charge for data transfers your Mobile network provider may so please check with them. Data charges will be dependant on your network and how much you download and upload. If you do not have an unlimited data plan for your phone, we strongly encourage you to use the Wi-Fi option. We recommend you use a trusted and secure Wi-Fi connection to do this.

What if I don't have an unlimited data plan for my phone? Can I still back up my phone's contacts list?

Yes, you can back up your contacts and other data from your phone using either your carrier's wireless data connection or using a local Wi-Fi network. If you do not have an unlimited data plan for your phone, we strongly encourage you to use the Wi-Fi option. We recommend you use a trusted and secure Wi-Fi connection to do this. Whilst we don't charge for data transfers your Mobile network provider may so please check with them.

What kind of mobile phones and information can Save What Matters protect?

The service works with the most popular smartphones including Windows Mobile, Android, BlackBerry and even Symbian. Even if you don’t own a smartphone, we may be able to help you back up your data. Please call membership services for more information and speak to the mobile phone insurance team. The mobile backup application supports nearly every file type imaginable, including your address book, music, images, videos, documents, financial files and more.

How long does the initial backup take?

The amount of time it takes to complete your first backup will depend on a variety of factors such as the amount of memory within the mobile phone, the processor speed of the mobile phone, your Internet connection speed and the overall amount of data to be backed up. Once a mobile phone's data is backed up successfully, subsequent backups will be relatively brief as only new or changed files are backed up.

How do I keep my Save What Matters™ 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 What Matters™ website using ‘over the air’ technology available through the Save What Matters™ app. We recommend doing this on a regular basis and by default the app will automatically backup your data every 24 hours. You can also update your Save What Matters™ information through the My Account section of the Save What Matters™ website. If you change your phone, or it is lost, stolen or damaged, all of your saved data can be transferred onto the new handset and you can use the Save What Matters™ security features to remotely lock, track alarm or erase the data on your phone.

Can I use Save What Matters™ with an I-phone?

The iPhone* is compatible with the security features of the Save What Matters™ service. However it can’t back-up videos, music and pictures you can use iTunes* to back up these files.

Can I retrieve my data stored on Save My Numbers™?

Yes. Please ensure you retrieve your data from Save My Numbers as soon as you can as it will not be easily retrievable once the service is fully withdrawn. If you wish to continue to back up your data you will need to register for Save What Matters™.

*iPhone and iTunes are trademarks of Apple Inc., registered in the U.S. and other countries

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