Who is Lifestyle Services Group Limited?
Lifestyle Services Group Limited (LSG) is the administrator of your mobile phone insurance policy. LSG is 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 calling them on 0845 606 1234*.
What information do I need to register?
You will need:
- Your mobile phone number
- Your 8 digit Advantage Gold account number and sort code
- Your date of birth
- An 8 digit security number (which you must choose)
- The 15 digit IMEI number of the mobile phone being registered
(The IMEI number can be retrieved by keying *#06# on the phone's keypad)
Will I receive confirmation of my registration?
Yes, you will receive a SMS message confirming registration within 24 hours.
When will I be covered?
Cover will start 21 days after registration.
How many claims can I make with the policy?
You can make a maximum of two claims per account holder in any rolling 12-month period.
Why do I have to pay an excess?
Most insurance policies require you to make an excess payment, which is payable when your claim is accepted.
Excess for the first claim is £25 and £50 for a second claim in any rolling 12-month period.
Which mobile phones are covered?
The insurance covers phones, and also PDAs, up to the current retail value of £500. Please check the Policy Document for a list of exclusions.
What does the cover include?
- Loss, theft, accidental damage (Including water and liquid damage) and electrical/mechanical breakdown
- Worldwide cover - claims made whilst abroad will be fulfilled on return to the UK
- Unauthorised calls up to £1,500 for contract phones or £500 for pay-as-you-go phones
Can more than one phone be covered if the account is a joint account?
Yes, for a joint account both parties can register a phone. Therefore two phones can be covered at no extra cost. To register a second mobile phone, please call 0845 300 3695*, again ensuring that you have your mobile phone number, the 15-digit IMEI number and your Advantage Gold bank account details to hand.
What happens when I upgrade or change handsets?
You need to advise us of any change to the handset you've registered so that we can update our records accordingly. You can do this online through the Member’s Area or by calling 0845 300 3695*. Please note that cover commences after the 21 day registration period has ended.
How do I make a claim?
You can make a claim online through the Member’s Area or by calling 0845 300 3695* and choosing the Mobile Phone Insurance option.
What is the Claim Process?
If you have had your phone lost, stolen or maliciously damaged, you must:
Within 24 hours of discovery
- Report it to the Police and ask for the crime or loss reference number
- Report it to your airtime-provider, so they can put a block on unauthorised calls
For all claims:
Within 48 hours of discovery
Notify us, either by calling 0845 300 3695* or online through the Member’s Area.
Upon notifying us, a Claim Form will be sent out to you. This will need to be returned along with any supporting documentation within 30 days of you receiving it. Our insurance administrator, Lifestyle Services Group Limited, will then contact you.
How long is the claim process?
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.
Claims for damaged phones will usually take longer as they will need to be assessed and, where possible, repaired.