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Claims Process Explained

If anything happens to your phone and you wish to make a claim, you must be aware of the following:

  • You should tell us about your claim as soon as you can, and within 28 days of discovering the incident. Claims outside this time frame will still be considered, however it makes it difficult for us to investigate your claim
  • If you are making a claim for loss or theft we will ask for proof that you have informed the Police (or the relevant local authorities if outside of the UK at the time of discovering the incident) and your airtime provider. Click here for the main airtime-provider’s contact numbers
  • If you’re claiming for damage or breakdown, you’ll need to send us the mobile phone, by secure means as described in the claim documentation
  • You may need to send us proof that the mobile phone is yours, or is your responsibility
  • You can make a claim by telephoning 0333 220 5466*
  • You will need to pay your excess for every accepted claim. Your excess can be paid by Visa, MasterCard and debit cards and we can take this payment over the phone

Claiming for a damaged or faulty device

Please send your device and the repair centre note to the address below:

PAS Repairs
PO Box 527
TN23 9RW

We will aim to let you know the outcome within 3 working days of receiving your paperwork.

Please refer to your terms and conditions booklet for further information about the claim process.

*Call charges will vary depending on your provider. Calls to 03 numbers cost the same as a national rate call to an 01 or 02 number and are included in free call packages and your inclusive mobile phone minutes. If you are unsure of your call charges we recommend contacting your provider before calling us. Calls may be recorded or monitored for Training/Customer Services purposes and/or the prevention or detection of crime. Details correct at time of creation.

Policy Administration Services Limited, a Phones 4u group company.
Registered in England No. 3907386. Registered Office: Central Square, 8th Floor 29 Wellington Street, Leeds, LS1 4DL.
Policy Administration Services Limited (FRN 307406) is authorised and regulated by the Financial Conduct Authority.