Matalan Mobile - Insurance Details

1 months free insurance worth £5.99

Through Fonesure we are able to offer all our customers one month insurance totally free of charge, covering against theft and accidental damage (including water damage).

Why Do I Need Mobile Phone Insurance?

• 80% of household insurance policies do not adequately cover mobile phone
• Over 1.3 million handsets are stolen in the UK each year – that’s one every 24 seconds
• Half of all street crime involves a mobile phone
• Over 100,000 mobile phone repairs are carried out every week

If your mobile phone is damaged or stolen this could cost you hundreds of pounds as well as cause a lot of inconvenience, stress and hassle. Without mobile phone insurance you could be liable for the following costs:

How much is my premium and how will it be collected?

The premium is £5.99 per month including IPT (insurance premium tax) and will be collected by Direct Debit each month from your bank account.

How and where do Fonesure obtain my details?

When you purchased your phone from Matalan mobile, provided that you have agreed to purchase the insurance option, your bank details are then included within the insurance scheme. The Direct Debit Guarantee is given to you during the sales process detailing all the safeguards of the paperless Direct Debit scheme. Fonesure writes to each customer confirming the cover and giving confirmation of the Direct Debit set up. On month two, Fonesure will collect the monthly premium by direct debit from your account.

Repairing your mobile phone

You may believe that damaging your phone is unlikely, yet they are so easy to drop or knock. This is the most common grounds for insurance claims today, with thousands of claims being made a week.

• Replacing your handset screen can cost upwards of £150 for a colour screen and around £60 for a black & white screen.
• Cosmetic damage and battery damages can cost upwards of £60 to repair
• Liquid damage can be irreparable

Replacing your mobile phone

If you are a contract customer the cost to replace your phone could be more than you think because contract mobile phones are heavily subsidised by your network. When you initially commenced your contract or upgraded you will not have paid the true value of your mobile phone. Replacing your mobile phone will cost you upwards of £250, dependant upon brand and technology.

Paying the reminder of your contractual agreement

Your contact with your network is for a minimum 12 month period. Your mobile phone is your responsibility not the networks. Your network will continue to bill you for your monthly line rental. This could easily be upwards of £100. If you have 6 months left of your contact period with a line rental of £30.00 per month, you will be liable for £180.00.

Sound Advice

Keep your phone out of sight when you are out and about

• 23% of victims were using their phones or had them on display when they were targeted
• Groups carry out two thirds of mobile phone robberies
• Mobile phone crime is higher in city centres
• 48% of victims of mobile phone theft are under the age of 18 years old

If you need to use your mobile phone, go to a busy area where there are lots of people around. If you leave your mobile handset in your vehicle it should be stored safely in a locked glove compartment
Do not text and walk at the same time, you won’t be concentrating on the roads or your surroundings
Ensure you register your phone with the network operator; if it is stolen they can bar the handset and sim card
Make a note of your individual IMEI number, located underneath your battery on the handset. In the event of your phone being stolen you must inform the police as soon as possible, providing details of the:

• Make
• Model
• Phone number
• Pin Number
• IMEI number

You will need a crime reference number from the police in order for your insurance claim to be processed.

Frequently Asked Questions

Q. How long will it be before I receive my replacement handset?
A. Fonesure aim to provide replacement handsets within 48 hours.

Q. How will I receive my handset?
A. The handset is delivered by special delivery.

Q. I have mislaid my insurance policy, so what should I do?
A. Contact us and we will resend you a new policy documentation in the post.

Q. I am changing my bank details what should I do?
A. Call us and we can take your new bank details over the phone or send out a new direct debit mandate for you to complete.

Q. Can I change my direct debit mandate date?
A. Yes, feel free to contact Fonesure on 0870 416 3355.

Q. What are your opening hours?
A. Monday to Friday 9am to 5.30pm.

Q. How do I make a claim out of office hours?
A. You can contact Fonesure via email, which is claims@fonesure.com or alternatively leave a message on fonesure hotline number 0870 416 3355.

Q. My phone is broken what should I do?
A. Inform Fonesure and a pre-paid insured envelope will be dispatched to you within 24 hours.

Q. How many handsets can I have on 1 policy?
A. You can have as many as you like, the cost however, is per handset.

Q. How do I pay my excess?
A. Payment is made over the phone via credit card.

Q. When do I pay my excess for my accidental damage claim?
A. This is done prior to your handset being sent off for repair.

Q. When do I pay my excess on my theft claim?
A. As soon as your claim has been accepted and successful.

Q. How will I know if my claim has been successful?
A. We will keep you informed and providing your claim is successful we will contact you to organise delivery of your new handset.

Fonesure Premium Terms & Conditions

Definitions

1. We/Us/Our” shall mean Fonesure Limited (“Fonesure”)
2. You/Your” shall mean the private individual or company detailed on the policy schedule
3. Equipment” shall mean the Mobile Phone and its battery and mains charger as specified on the policy schedule including any replacement Equipment provided by or loaned by Us
4. Unattended” shall mean not within Your sight at all times and/or out of Your arms-length reach

The Cover UK Underwriting Ltd on behalf of AXA Insurance UK plc Registered Office 5Old Broad Street London EC2N 1AD Registered in England No 78950 (the insurer) will subject to the exclusions and conditions indemnify You by payment or at its option by replacement (with identical Equipment or Equipment of comparable specification up to a maximum retail value of £500) or repair in respect of accidental damage liquid damage or theft of the Equipment occurring during the Period of Insurance Exclusions The Insurer shall not be liable for

1. theft of the Equipment from any unattended vehicle unless all windows are closed all doors are securely locked all security devices are activated and the Equipment is concealed from view in a locked glove compartment locked boot or locked load area
2. theft of the Equipment from any premises or mode of transport unless involving forcible and violent entry or exit
3. theft of the Equipment from the person of the user unless involving force or the threat thereof
4. theft of the Equipment whilst left Unattended when it is away from your home
5. repair or replacement arising as a result of negligent use wilful abuse or misuse
6. damage to the battery or aerial or any cosmetic damage
7. the cost of replacing or repairing accessories or costs arising from the use of accessories
8. the cost of routine inspection service adjustment or cleaning
9. any amount recoverable under any guarantee warranty or other insurance
10. loss of the Equipment loss of use or consequential loss of any kind
11. repairs carried out by persons not authorised by Us
12. the policy excess as detailed below
13. the cost of replacing any stored data including but not limited to tunes songs personalised ring tones pictures films or graphics
14. any damage or fault caused by any form of electronic virus

Conditions

1. The schedule and the policy shall be read together as one document and any word or expression to which a specific meaning has been attached shall bear such specific meaning wherever it may appear
2. All reasonable precautions must be taken to prevent damage to or theft of the Equipment
3. Details of any replacement of the Equipment (IMEI/serial number) must be advised to Fonesure with proof of purchase in writing or by e-mail to Fonesure (insure@fonesure.com)
4. Cover under this Insurance Policy is subject to the payment of the premium by direct debit/credit card Premiums must be up to date and are non-refundable after the insurance cover has commenced other than during the cooling off period
5. This policy will be voidable in the event of fraud non disclosure or alteration of risk
6. Each party is entitled to cancel the insurance at any time giving not less than 30 days notice to the other in writing

Policy Excess

You will be responsible for the first £25 of your first claim increasing to £40 for any subsequent claims
You will be responsible for the first £40 of your first and subsequent claims for 3G handsets

Claims Procedure

In the event of a claim You must :

1. advise the police within 24 hours if there has been theft or vandalism and obtain a Crime Reference Number Lost property numbers are not acceptable in support of a claim
2. advise Fonesure by telephone as soon as possible and in any event within 48 hours on the claims hotline number - 0870 416 3355
3. provide at Your own expense a claim form and all details and evidence as may be reasonably required within 30 days of receipt
4. notify the appropriate air time provider within 12 hours of discovery

UK Underwriting Ltd are an agent of the Insurer and in claims matters act on behalf of the Insurer

Territorial Limits

Great Britain Northern Ireland Isle of Man The Channel Islands or the Republic of Ireland and up to 60 days during any one calendar year elsewhere in the World

Compensation Scheme

AXA Insurance UK plc are covered by the Financial Services Compensation
Scheme (FSCS) You may be entitled to compensation from the scheme if they cannot meet their obligations This depends on the type of business and the circumstances of the claim Most insurance contracts are covered for 100% of the first £2000 and 90% of the remainder of the claim You can get more information about compensation scheme arrangements from the FSCS

Fonesure AXA Insurance UK plc and UK Underwriting Ltd are authorised and regulated by the Financial Services Authority This can be checked on the FSA's register by visiting the FSA's website at www.fsa.gov.uk/register or by contacting them on 0845 606 1234

Period of Insurance

This insurance commences at the time of purchase for a period of one month and will continue to be renewed by periods of one month for up to a maximum of 60 months in all upon receipt of Your monthly premium

Cooling off period

You may cancel this policy within 14 days of receiving it by contacting Us at the address shown in this policy Provided no claim has been made a full refund of premium paid by You will be given

Complaints Procedure

It is the intention to give you the best possible service but if you do have any questions or concerns about this Insurance or the handling of a claim you should in the first instance contact the Scheme Administrator The contact details are:

Scheme Administrator Fonesure Limited
Suite 7 Chalkwell Lawns 648-656 London Road Westcliff on Sea Essex SS0 9HR
Tel (0870) 416 3353 Fax (0870) 416 3354 Email enquiries@fonesure.com

Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response
In the event you remain dissatisfied and wish to make a complaint you can do so by contacting the following:

The Claims Manager UK Underwriting Ltd
2 Gibraltar House Bowcliffe Road Leeds LS10 1HB

If it is not possible to reach an agreement you have the right to make an appeal to the Financial Ombudsman Service This also applies if you are insured in a business capacity but have a group annual turnover of less than £1 million or are acharity with an annual incomeof less than £1 million or are a trustee of a trust with a net asset value of less than £1 million You may contact the Financial Ombudsman Service at
Financial Ombudsman Service
South Quay Plaza 183 Marsh Wall Docklands London E14 9SR
Tel; 0845 080 1800 This does not affect your statutory rights

Law applicable to the contract

Under United Kingdom law the parties to the contract have the right to choose the law which should apply In the absence of any agreement to the contrary English law will apply

Data Protection

The data supplied by You will be used by Us for the purposes of processing Your policy of insurance including underwriting administration and handling any claim which may arise The data supplied may also be used by Fonesure or any group company to contact You from time to time in order to notify You of other goods and services that We offer If You do not consent to such use of Your personal data please email Us at enquiries@fonesure.com
As part of our service we will enter your mobile phone and insurance details into the Immobilise Database For more information on this service please go to www.immobilise.com
It is important that the data You have supplied is kept up to date You should therefore notify us promptly of any changes. You are entitled upon payment of an administration fee (currently £10) to inspect the personal data which we are holding about You. If You wish to make such an inspection You should contact: Fonesure Limited Suite 7 Chalkwell Lawns 648-656 London Road Westcliff-on-Sea Essex SS0 9HR We may respond to enquiries by the Police concerning Your policy in the normal course of their investigations. Where it is necessary to administer Your policy effectively or to protect Your interests we may disclose the data You have supplied to other third parties such as solicitors loss adjusters motor garages engineers repairers replacement companies other insurers etc
We may exchange information with third parties for the purposes of fraud protection and credit risk reduction We may transfer our bases containing Your personal information if we sell Our business or part of it .
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