FAQs

For policies prior to 1st February 2023

This insurance is arranged by AGS Pier GmbH, with a registered office at Hohe Bleichen 8, 20354 Hamburg, Germany. AGS Pier GmbH is a Registered Intermediary, an insurance agent with authorisation according to § 34 d para. 1 GewO (German Trade Regulation) with registration number: D-DWGU-041S5-44.

This policy is underwritten by Inter Partner Assistance SA (IPA) which is fully owned by the AXA Partners Group.

For new policies and renewals after 1st February 2023

This insurance is arranged by AGS Pier GmbH, with a registered office at Hohe Bleichen 8, 20354 Hamburg, Germany. AGS Pier GmbH is a Registered Intermediary, an insurance agent with authorisation according to § 34 d para. 1 GewO (German Trade Regulation) with registration number: D-DWGU-041S5-44.

This policy is underwritten by Collinson Insurance Europe Limited, regulated and authorised by the Malta Financial Services Authority, with a registration number C8997 and registered office at Third Floor, Development House, St. Anne Street, Floriana, FRN 9010, Malta.

Your policy is administered by AGS Pier GmbH (UK Branch).

Yes, but all mobile phones must be purchased from a VAT registered Irish supplier within the last 36 months (from the policy start date). This must be supported by a valid proof of purchase document.

Whilst every care is taken to ensure that our list is complete and up to date, the mobile phone and gadget market changes quickly. Please contact us to give us the details of your mobile phone, and we will confirm if it is a model we can cover, we're always happy to help!

We will appear on all banking statements as Mobile Phone Insurance Direct.

There is no minimum period of cover. However, when you purchase annual cover we will contact you approximately two weeks before your renewal date and offer to renew the policy. If you do not tell us that you wish to cancel your policy, we will automatically process your renewal.

These were sent to you by email upon completing your purchase. These are also available here – Policy Terms & Conditions.

You may cancel your policy at any time by visiting this page. It may be worth contacting us by dropping us a direct message or call to see if there's anything we can do to assist before you cancel.

Please email our Customer Support with your policy number and the make and model of your new phone. We will then update your policy schedule.

Yes, please do! You can update your details by contacting a memeber of the team by phone on 01-6950630.

Contact a member of the team immediately during office hours on 01-6950630 so that we can reinstate your policy and ensure that your mobile phone(s) or gadget(s) remain on cover. Otherwise unfotunately, you may find we will not consider any claims during the period of non-payment.

Please check through both the Policy Excess, and Key Exclusions and Limitations to check for what is not covered by your policy.

You can notify us of your mobile phone insurance claim by visiting our claims page.

Don’t panic – notify your network provider and let them know so you can have your mobile phone or tablet barred to protect your minutes. Then report the loss or theft to the police within 24 hours, and make sure to obtain the crime reference number. Finally, get in touch with us either by completing the online claim form or by emailing here.

If you are abroad, don’t forget to inform the local authorities – you will need to obtain a Police Report to support your claim.

Provide us with your proof of purchase which must include the date of purchase, IMEI or serial number of the mobile phone or tablet, and be in your name.

First, advise us of your claim and our team of advisers will assess your claim and then confirm the route for the repair of the device. Just make sure you remove the SIM card and any other accessories before you release your device.

Yes you should make a claim, and if the issue falls within your Terms & Conditions we will advise you about the next steps. If your mobile phone or tablet has simply stopped working, you should contact the manufacturer as the issue is likely to be covered under the manufacturer’s warranty.

We understand that speed is of the essence when you are without your mobile phone. For that reason, we aim to have a replacement device in your hands within 48 hours of a claim being approved.

Your policy is not a ‘replacement as new’ policy so all mobile phone replacements may be either brand new or refreshed devices – all devices will also come with a warranty.

The quality of refreshed devices is so high you won’t be able to tell the difference compared to the new devices. Although standards are extremely high, please note that refreshed devices may hold some non-original parts.

Once the claim has been agreed, we will try our hardest to replace your cherished device with the same make, model and colour, and send it to you as quickly as possible. If your device is no longer manufactured, we will provide the nearest comparable model in a speedy and efficient fashion.

Naturally, we pride ourselves on the quality of our service, and the products we offer. However, should you need to make a complaint, please write to The Scheme Administrator at Mobile Phone Insurance Direct, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF.

You can also send us a message by clicking the chatbot icon in the bottom right of the screen and a member of our team will get back to you as soon as possible in office hours.

Your excess can be found in your Policy Excess documents.

Unlike other insurance providers, we do not increase our premiums after you make a claim. Therefore, we ask that you pay the compulsory excess so we can keep our prices low for you. In the meantime, you can trust that we will handle your claim promptly and professionally.

While we always aim to provide complete customer satisfaction, we understand that sometimes things don’t turn out the way we expect. In these cases, we would love to hear from you so that we can understand what went wrong and how to improve our service.

Great! Please share the great news with us and we will ensure that your claim is withdrawn. If a replacement has been sent, send it back in the original box and any excess that may have been paid to us will be refunded to you immediately.

You can speak direct to a member of our team during office hours on 01-6950630

No. Non-genuine devices are not covered by our policies. However, we do provide cover for refurbished devices that come with a manufacturer’s warranty or the original proof of purchase (if the device was bought second-hand).

To take out a mobile phone insurance policy for yourself you must be 18 years old or over and a Irish resident. If you are under 18 years old, then a consenting family member can take out the policy on your behalf.

Even if you have a warranty still in place yes it may still be a good idea to have mobile phone insurance, here's a few reasons why:

Limited coverage: Manufacturer’s warranties usually only cover issues that take place during the manufacturing process such as defects or malfunctions. These only usually last for a limited time, a year being the typical timeframe. So, the warranty may not cover accidental damage, theft or loss.

Extra coverage: Our mobile phone insurance provides extra coverage far beyond what a phone or gadget manufacturer warranty might offer, we include cracked screens, liquid damage and mechanical breakdowns with all our packages as standard our Plus package gives theft cover and our Premium package includes loss too. These aspects alone make mobile phone insurance more or less essential if you want to protect your device from problems that happen day to day.

Convenience: If the worst happens and your phone is stolen, lost, or damaged then our insurance can help make the situation a bit better by getting you a replacement phone quickly and conveniently without dealing with the manufacturer’s warranty processes.

It can be cheaper: If you phone or gadget is stolen it's very unlikely that your warranty will cover you, which means you'll end up having to dig deep into your pockets to replace your device. The same goes for damage, costs can soon mount up for repairs and insurance can save you having to spend way beyond what you might pay monthly for cover.

At the end of the day it depends on what you need as an individual as to whether you need mobile phone or gadget insurance, it makes sense to weigh up the options and get an insurance quote or two to establish exactly what might suit your needs. if in doubt read your manufacturer’s warranty as well as the insurance policy details, and you'll soon have an educated opinion.

If your phone has vanished without a trace, our loss cover will make sure you’re not left out of pocket. At Mobile Phone Insurance Direct, we include loss as standard in our insurance packages.
Our specific policy wording states "Loss means that you are unable to account for your gadget whereabouts and are permanently deprived of its use after reasonable precautions have been taken to protect it and it has not been left unattended".

Our insurance policies are designed for the savvy owners of mobile phones or gadgets that want great cover for their devices at affordable prices, we provide well thought out insurance policies that come from a long history of telecoms and gadget insurance knowledge put together by a team of industry professionals who genuinely care about customers and their devices.

Yes – Mobile Phone Insurance Direct will insure your phone for its market price. Even if you buy it with a discount from your network provider, we’ll still replace it with an identical or similar model.

Your phone is only covered for damage if it stops your device from functioning normally. We will cover cracked screens, but scratches, dents, and normal day-to-day wear and tear do not qualify for repair or replacement.

Yes as long as the company is VAT registered we can insure it. The phone must also be less than 3 years old.

Mobile Phone Insurance Direct insurance will only cover your mobile phone or gadget, not the contents. Your pictures, apps, music and downloads should be backed up regularly by the owner to ensure minimal data loss if the device is lost, damaged or stolen.

Your phone will have an IMEI (International Mobile Station Equipment Identity) number. It can be found by dialling *#06# on most phones. You can also find it printed inside of the battery compartment of your phone.

You will need to check your gadget insurance policy details, but we now provide cover for unlimited claims for loss, theft and damage during each 12-month calendar period of your policy.

Acceptable proof of ownership includes a till receipt or documentation from any online purchase or from your network provider. We may decline your claim if you do not have any proof of ownership.

Our goal is to ensure that your phone is repaired to the highest possible standard, which is why we will not reimburse you for any repairs you do yourself. We only use our specialised and approved repairers who can confidently assess the damage to your mobile phone. This helps us to decide whether to repair or replace the phone.

The cover of your mobile phone will apply to you as the person who purchased the mobile phone insurance policy and your immediate family. This includes your mother, father, son, daughter, husband, wife, partner, brother, sister, grandparent or grandchild that permanently live at your given address. It is possible for parents to insure their children’s phone on their behalf.

Absolutely! Mobile Phone Insurance Direct is a dedicated provider that specialises in offering direct insurance policies for mobile phones and tablets, directly to you, the consumer. As part of Pier Insurance Managed Services Ltd, located at Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF, we adhere to the regulations laid out by by the Financial Conduct Authority and are authorized and regulated by them (FCA registration no. 31179).

Furthermore, we are proud to have earned an Excellent rating on Trustpilot, showcasing our commitment to customer satisfaction. Countless customers have already placed their trust in us and have expressed their satisfaction with our services. We strive to maintain this level of excellence and ensure your peace of mind when choosing Mobile Phone Insurance Direct.
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