Your Terms and Conditions contain all of the information that you need to know about the cover you receive through your Mobile Phone Insurance. However, please find below answers to the most frequently asked questions.
Who is Lifestyle Services Group Limited?
Lifestyle Services Group Limited is the administrator of your Mobile Phone Insurance policy. Lifestyle Services Group Limited 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 the FSA’s website at www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234.
How long will my claim take to process?
We will assess your claim once we have received your completed claim form and other supporting documents. If you are claiming for a lost or stolen handset, you will normally receive notification of the result of your claim within 48 hours. Claims for phones which have been accidentally damaged will be assessed and, where possible, repaired - which may take a little longer.
How many claims can I make with the policy?
You can make a maximum of two claims in any 12-month period.
How long will a repair take?
It is not possible to give a specific time for any particular repair, as the length of time taken depends upon the type of repair required. Please call ufirst membership services on 0870 600 0427* or ufirstgold membership services on 0870 600 0661* for more specific repair enquiries.
Can I contact the repair centre myself?
As part of our customer service, we will contact our repair centre on your behalf, and will provide you with a progress report, or you can view your claim status online at www.ufirstaccount.co.uk
How do I get my replacement phone?
A replacement handset will be sent to the delivery address you state on your claim form.
Can you send my phone to a work address?
You can enter a work address in the alternative delivery address section on the claim form.
Will the replacement phone I receive be identical?
In a small number of cases, an identical handset (for example, make, model and/or colour) may be unavailable. If this happens, a replacement handset of equal or greater specification will be sent to you.
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 £30 and subsequent claim is £50 in any 12-month period.
How do I register for Mobile Phone Insurance?
You can register for Mobile Phone Insurance online by clicking here, or you can contact ufirst membership services on 0870 600 0427* or ufirstgold membership services on 0870 600 0661*.
Remember to have your mobile phone number, your IMEI number and your Ulster ufirst or ufirstgold account number and sort code to hand when you register.
What is a suitable proof of purchase?
A suitable proof of purchase is a receipt of purchase, a despatch note or an airtime bill, which must illustrate your IMEI number and the make/model of your handset. You must produce at least one suitable proof of purchase when you make a claim.
*0870 calls will be charged at a maximum of 8p 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 print.
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