Help & Support

Tesco Phone Insurance

Tesco Mobile Protect is the name of our new insurance offering

If you bought your cover on or after 15 November 2017 then you’ll be on Tesco Mobile Protect. To check everything that is and isn’t covered on these policies, have a read through the Tesco Mobile Protect terms and conditions.

If you bought your cover before 15 November 2017 then you’ll be on Tesco Phone Insurance. To check everything that is and isn’t covered on these policies, have a read through the Tesco Phone Insurance terms and conditions.

You’ll have next-day replacement if your device gets lost, stolen or damaged, providing your claim is approved before 7.30pm Monday to Friday, and 2.30pm on weekends. Next-day delivery for mainland Great Britain only and excludes bank holiday deliveries.

Tesco Phone Insurance gives your device worldwide cover for:

  • Loss and theft
  • Accidental damage (including cracked screens and liquid damage)
  • Malicious damage caused by someone who doesn’t have your permission to use the device
  • Pet damage
  • Use by friends and family
  • Out of warranty breakdown

Tesco Phone Insurance doesn’t cover:

  • The claim excess fee
  • Any fault within the manufacturer’s warranty period (where the manufacturer covers you against certain operating failures)
  • A third or subsequent claim in any 12-month period.  We’ll cancel your policy immediately if you have 2 successful claims in any 12-month period
  • Cosmetic damage – where the device works as normal except where you are claiming for a cracked screen
  • Damage caused by making alterations to the device or acting against manufacturer guidelines
  • Any calls, texts, data usage or downloads made on a missing device
  • Accessory-only claims and accessories other than the battery, mains charger and hands-free kit that came with the device

Other exclusions apply, please see Terms and Conditions for full details.

Insurance costs

Your monthly premium and claim excess fee (the amount you have to pay towards the cost of your replacement device to complete a claim) are based on the value of your device at the time of purchase. We’ll confirm this in your welcome letter, but this table will give you an idea.

 

Band

Monthly Premium

Claim excess fee

Band A

£4

£25

Band B

£6

£50

Band C

£8

£75

Band D

£12

£85

 

As devices age they may fall in value and so sometimes we may lower excess fees. Call us to find out your current excess fee.

Making a claim

You can submit a claim online 24/7 using our online claims tool. You can start a new claim or continue an existing claim.

Alternatively you can call the Tesco Phone Insurance team on 0345 030 3290* to make a claim, ideally within 30 days of discovering a loss, theft, fault, breakdown or damage to your device. They’re open 8am to 9pm Monday to Friday and 9am to 6pm on weekends.

Lost or stolen device? Contact Customer Care immediately to block it against fraudulent use. We also recommend you report any stolen device to the police as we have the right to require a crime reference number to complete your claim.

If you’re abroad and your device is lost or stolen, find out what to do.

Cancellations

You can cancel your policy at any time by calling the Tesco Phone Insurance team on 0345 030 3290. Your cover will finish at the end of the paid period. If you cancel within the first 28 days, we’ll refund your premium, as long as you haven’t made a claim.

Tesco Phone Insurance Terms and Conditions apply

*Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Calls from landlines and mobiles are included in free or inclusive calls packages.

Tesco Phone Insurance is administered by Asurion Europe Limited (‘Asurion’), which is authorised and regulated by the Financial Conduct Authority (no. 502545), registered in England and Wales with company number 6568029 at Chiswick Place, 272 Gunnersbury Avenue, Chiswick, W4 5QB.  The Insurer is Liberty Mutual Insurance Europe Limited (‘Liberty’), which is authorised by the Prudential Regulation Authority and is regulated by the Financial Conduct Authority and the Prudential Regulation Authority (no. 202205).