First of all - sorry you're having to claim, we know it's horrible! 

But here's what will happen

When you make a claim, one of our claims handlers will contact you by phone to discuss what happened and help plan the next steps. 

  • Theft or Loss - we will need a crime reference number from when you reported this to the police
  • Damage - we will need photographs of any damaged items. 

In both cases, once we've established the loss or damage we may ask you for proof of purchase receipts.


If the items can be repaired then either we will arrange for collection or if you prefer, you can arrange repairs somewhere local with an accredited repairer and we would then reimburse you for the cost of repair less the excess.

If your Apple products are damaged, you can book an appointment for a repair in your nearest Apple Store or with an accredited supplier. The Apple Support App is also a great tool for getting support for your products and to locate nearby repairers. You can also speak to Apple on 0800 048 0408.  


If your damaged item(s) are beyond repair or have been lost or stolen we will arrange for replacement like-for-like items to be sent to you. If this is unavailable we will provide you with vouchers to use in a variety of high street stores for you to buy a replacement.

Please note that if we replace your item because we are unable to repair it we will keep your original item as salvage. 

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