Insurance

About the Cover

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  Who is the insurance with?

  If you included insurance with your order, your policy is covered by City Main.
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  When does the cover start?

  You are covered from the moment you receive your mobile phone.
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  How long does the cover last?

  Cover continues on a rolling monthly basis, with the first month being free, subject to you having paid the monthly premium in advance by Direct Debit.
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  What is not covered?

  Like all policies, there are some things this insurance does not cover. Importantly these include:
  
  • theft claims not accompanied by a Crime Reference Number
  • the policy excess on each and every claim
  • breakdown which occurs during the manufacturer’s warranty period
  • abuse, wear and tear or gradual deterioration of the phone
  • cosmetic damage to the phone
  • any claim amount that exceeds the replacement value of your phone
  • theft from an unattended vehicle unless the vehicle is locked and the phone is locked away and completely hidden
  • for theft of your mobile phone left unattended in a public place or a place to which the public has regular access
  • theft from any premises unless there is evidence of forced entry
  
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  Am I covered abroad?

  The Silver and Platinum policies include 90 days of worldwide cover every year; while the Gold policy includes 21 days.
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  Am I covered if I live outside the UK?

  No. You are covered inside the UK, and worldwide for 21 days in any 12-month period.
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  Can't I just claim on my home insurance?

  Maybe, although claiming on your home insurance usually requires paying a higher excess, and may affect your no claims bonus and increase your costs in the future.



Premiums and Payments

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  How is the premium collected?

  Premiums are collected via Direct Debit each month from the bank account you provide in the checkout.
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  When is my premium collected?

  The date the premium is collected will be confirmed by City Main after they have set it up.
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  How does the premium appear on my bank statement?

  - Accidental Damage & Breakdown Cover (Silver) will show as paid to A1 MOBILE INSURE
  - Theft Cover (Gold) will show as paid to CITYMAIN ADMIN RE
  - Theft Cover & Loss Cover (Platinum) will show as paid to A1 MOBILE INSURE
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  How do City Main get my details?

  When you choose to purchase insurance, some of the details you enter in the checkout are shared with City Main who set-up your insurance.
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  How do I cancel my insurance?

  You can cancel your insurance by contacting City Main on 0333 999 7907, or by visiting the online portal at www.eclaimcity.co.uk



Making a Claim

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  How do I make a claim?

  If your device is less than a year old and has just stopped working then you should claim using the manufacturers warranty to avoid having to pay the excess.
  
  Otherwise, to claim on your insurance simply use City Main's online portal or call their helpline on 0333 999 7907 (local rate call), Monday to Friday between 9am and 5:30pm.
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  How long does it take to process a claim?

  Claims are usually processed within two working days, providing City Main has received all the necessary information and documentation. We recommend asking City Main directly for timescales, as they can vary. You can contact City Main online, or by calling 0333 999 7907.



Getting in Touch

You can contact City Main online, or by calling 0333 999 7907.

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  What to do if you have a complaint?

  It is always the intention to provide you with a first class service. However, if you are not happy with the service, in the first instance, please write to the Customer Relations Manager of the administrator. Their contact details are:
  
  FAO: Customer Relations Manager
  City Main Administrators Ltd
  Enterprise House,
  Isambard Brunel Road,
  Portsmouth,
  PO1 2RX
  Tel: 0333 999 7907 (local rate call)
  E-mail: [email protected] Main.com
  
  
  We will acknowledge your complaint within 2 working days. If you are not happy with the response or your complaint has not been resolved within eight weeks you have the right to ask the Financial Ombudsman Service to review your complaint: The Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom. Telephone: 0207 964 1000 (Switchboard). For calls outside of the UK, please call 0044 207 964 1000.
  
  Email: [email protected] Web Address: www.financial-ombudsman.org.uk
  
  Please note in the meantime, you are still entitled to seek to refer your complaint to the Financial Ombudsman Service (www.financial-ombudsman.org.uk) for an independent review.
  
  If you wish to complain about an insurance policy purchased online you may be able to use the European Commission’s Online Dispute Resolution platform, which can be found at the following address: http://ec.europa.eu/consumers/odr
  
  These procedures do not affect your legal rights.
  
  *Calls to this number are free if you are calling from a ‘fixed line’ (e.g. a landline at home). If you are a mobile phone user, call free on 0300 123 9 123.



Terms & Conditions

If you’d like more information on your insurance with City Main, please download the relevant PDF below.

Silver - Terms & Conditions

Gold - Terms & Conditions

Platinum - Terms & Conditions