• If your phone is lost, stolen or maliciously damaged, you must inform the Police within 24 hours of discovering the incident and obtain the appropriate incident reference number
• Report the incident to your airtime-provider within 24 hours of discovering the incident so that they can initiate a block to stop any unauthorised calls being made on your phone
• Report the incident to Lifestyle Services Group Limited, who administers the policy, within 48 hours of discovering the incident, by either:
  
  
  • Contacting our Customer Services team on 0845 300 3695*
  • Logging-on to the Member’s Area of this site and reporting it online

*0845 calls will be charged at a maximum of 3p 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 correct at time of print.

We will only be able to process your claim successfully if you complete the Claim Form fully and send it back to us within 30 days of receipt. You must also enclose the full excess payment and any supporting or requested documents.

Once your claim has been processed, we will let you know the outcome. This usually takes 5 working days from the date we receive your Claim Form.

If you require further details, please refer to your Policy Document.

The unique serial of any phone that is reported lost or stolen will be added to the Central Equipment Identity Register. This will disable the handset and prevent it from working on any network in the UK.