Help & Support

< Back

Tesco Mobile Protect

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 your Tesco Phone Insurance policy, have a read through the Tesco Phone Insurance terms and conditions.

Tesco Mobile Protect

Love your new phone? Protect it.

Tesco Mobile Protect is a worldwide insurance for if your phone is lost, stolen or damaged. If you’re in the UK, we’ll get a replacement out to you the next day, so you won’t be out of the loop for long.

You can get Tesco Mobile Protect when you buy a new phone or upgrade with us. It’s available on most of our pay monthly phones. You can choose from two types of cover, depending on your budget and what you’d like cover for.

How to make a claim

If your phone’s lost or stolen, please contact Customer Care straight away on 0345 0303 290*. We’ll block it for you so it can’t be used fraudulently, which isn’t covered by your insurance. If it’s been stolen, we’ll need a crime reference number to complete your claim, so please report it to the police too.

You can make a claim online or call us on 0345 0303 290* between 8am and 9pm Monday to Friday and 9am to 6pm on weekends.

Please try to make your claim within 30 days of your phone being lost, stolen or damaged.

Next day replacement in the UK

You’ll get next day replacement in mainland Great Britain if your claim’s been approved by 8:30pm Monday to Friday or by 2:30pm at weekends, not including bank holidays. Otherwise, your replacement will be delivered within two days.

If you choose Full cover, you’ll be covered worldwide for:

– Loss and theft

– Accidental damage (including cracked screens and liquid damage)

– Malicious damage (by someone using your phone without permission)

– Damage by friends and family

– Pet damage

– Out of warranty breakdown

If you choose Damage cover, you’ll be covered worldwide for everything above, except loss and theft.

Tesco Mobile Protect doesn’t cover:

– Your excess fee

– Any accessories (other than the battery, mains charger and hands-free kit that came with your phone), unless they were lost or stolen with the phone

– Any fault with your phone during the manufacturer’s warranty period

– A third or subsequent claim in any 12 month period – we’ll cancel your policy if you’ve made two successful claims in any 12 month period

– Cosmetic damage (your phone still works as normal)

– Damage caused by making alterations to the phone

– Any problems caused by acting against manufacturer guidelines

– Cost of calls, texts and data or downloads while your phone is missing

To check everything that is and isn’t covered, have a read through the Tesco Mobile Protect terms and conditions.

How much Tesco Mobile Protect costs

How much you’ll pay for Tesco Mobile Protect depends on how much your phone is worth – the more your phone costs, the higher your monthly premium and claim excess fee will be. We’ll confirm both of these in your welcome pack.

Here are the excess fees for each premium:

 

Full cover

Monthly cost £5 £6 £8 £10 £14
Excess fee (Loss/Theft) £25 £50 £65 £75 £100
Excess fee (Damage) £20 £40 £55 £65 £85

Damage cover

Monthly cost £3 £5 £6 £8 £10
Excess fee (Damage) £20 £40 £55 £65 £85

 

As phones get older they may fall in value, and so sometimes we may lower our excess fees. To find out your current excess fee just give us a call and we’ll let you know what it is.

Cancelling your policy

You can cancel your policy any time you like by calling 0345 0303 290*. Your cover will continue until the end of the month you’ve just paid for. If you cancel within 28 days of starting your policy, then no payment will be taken, as long as you haven’t made a claim.

Tesco Mobile Protect is administered by Asurion Europe Limited. The Insurer is WDP Insurance Limited (‘WDP’), which is authorised by the Gibraltar Financial Services Commission, and is subject to limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority (no. 115687)

Tesco Phone Insurance is administered by Asurion Europe Limited. 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).

*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.