FAQs

Your questions answered

Got a head full of questions about your Virgin Mobile Insurance? Then you've come to the right place. You’ll find the answers below.

Who is Lifestyle Services Group Limited?

Lifestyle Services Group (LSG) Limited is the company who administers your Virgin Mobile Insurance policy. That means they work with us to make sure your phone’s covered should the worst happen*.

*Subject to Terms and Conditions

How many claims can I make with my policy?

If your policy covers a Pay As You Go phone, you’re covered for one successful claim during the 12 months after you buy your phone.

If your policy covers a Pay Monthly contract phone, you’re covered for up to two successful claims in any 12 month period.

Where do you send my replacement phone?

You choose where your phone is delivered. We’ll send it to whichever delivery address you give us on your claim form.

Can you send my phone to a work address?

Yes – that’s no problem. Just let LSG know your work address in the alternative delivery address section on the claim form.

Will my replacement phone be identical to the old one?

Yes, in most cases. And if an identical phone isn’t available, we’ll arrange for the replacement one to be just as good, or better. Either way, we’ll contact you first to let you know what’s happening.

I’ve heard about an excess payment. What is it?

An excess payment is an amount you pay towards the cost of your claim – and it’s usually only a small part of the total claim value. It’s there to help us keep your policy cost as low as we can.

To find out your excess payment amount, just take a look at your Certificate of Mobile Phone Insurance.

If I make a claim, what counts as ‘proof of purchase’?

An official document which shows your phone’s IMEI number and its make and model – like a purchase receipt, or a despatch note.

*0845 calls will be charged at a maximum 4p 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.