Insurance replacement deliveries

If your device has developed a fault or is damaged and your claim has been accepted, we will arrange for a courier to collect your damaged or faulty device and deliver your replacement at the same time. The replacement will be from refurbished stock that has been tested and is fully functional.

We recommend you back up any contacts and other personal data before the courier arrives as they won’t be able to wait if your device is not ready to hand over. Once they've left the address, the courier can't return for any reason.

If you have an Apple device, you must also make sure it has been unlinked to your iCloud account and Find My iPhone is turned off. We also recommend you restore the device back to its factory settings. This is to protect your device and personal information.

> Find out how to restore your Apple device to factory settings

Sometimes this can be switched back on, or re-linked if you set up your device again. You can log in to your iCloud account on another device or a computer to double check that it isn’t re-linked. 

> Find out how to manage to manage your devices in iCloud settings

You must remove your SIM card and any external memory cards, as you will need these to put into your replacement device. You should also remove accessories, such as cases or screen protectors from your device; the courier will not accept the device if it has any accessories attached to it.

If the courier can’t deliver the replacement because no one is available, or the damaged or faulty device is not ready to exchange, we may apply a charge to your Service Plan bill.

> Check the latest charges

Your swap will be arranged to take place at your account address. You can request for your swap to be made to another address (your work address, for example), however some high-value devices can only be sent to your account address.

Next-day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances. If you are abroad at the time of the loss or theft, we will arrange for your swap to take place when you return to the UK.

Our normal delivery service is DPD and the details of this can be found below. We may use different methods in exceptional circumstances, however we will inform you of this during your claim call.

Once your claim has been accepted, you should receive a text message to let you know the date of your swap and a link to the DPD website to track your parcel progress.

The link will also provide you the option to:

On the morning of delivery, DPD will send another text to confirm:

What happens if I'm not home when DPD try to deliver?

If you are not in, the courier will post a card through your door to let you know they visited. You can then rearrange your swap on the DPD website.

Our aim is to get it right first time, every time. If you have a complaint we will try to resolve it straight away. If we are unable to, we will confirm we have received your complaint within five working days and do our best to resolve the problem within four weeks. If we cannot, we will let you know when an answer may be expected.

If we have not resolved the situation within eight weeks, we will issue you with information about the Financial Ombudsman Service (FOS), which offers a free, independent complaint resolution service.

You have the right to refer your complaint to the Financial Ombudsman, free of charge – but you must do so within six months of the date of the final response letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

You can contact the Financial Ombudsman Service in the following ways:

Using our complaints procedure or contacting the Financial Ombudsman Service does not affect your legal rights.

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way, it will be forwarded to the Financial Ombudsman Service.

Alternatively, you can contact the Financial Ombudsman Service directly.