Frequently asked questions

Existing customers

In order to make a claim on your insurance you should contact Davies Group who are our claims administrators. Full details of the claims procedure and contact details can be found here.

In order to change any details of your insurance policy (like your contact details or the device that you're insuring), you should contact us directly. Full details can be found here.

If you change your mobile phone you will need to inform us straight away to ensure that you're still covered. You should contact us directly using the details listed here.

Changing your insured device could affect the cost of your insurance, and so we will inform you of any changes to your premium when you discuss the change with us.

Once you've submitted your claim, Davies Group (our Claim Administraters) will aim to confirm the outcome within 48 hours.

If you pay for your policy monthly then it is a monthly rolling contract and will renew automatically each month until you contact us to cancel. If you pay for your policy annually then it is an annual contract that will renew each year unless you contact us to cancel. For more information and for details of how to opt out of autorenewal on your annual policy, please click here.

You can cancel your auto renewing policy by calling, emailing or writing to our friendly customer service department. For full details, please click here.

Of course. If for any reason you aren't entirely satisfied with the insurance you've bought please let us know and we'll be happy to cancel your policy for you.

If you pay your premium on a monthly basis your policy will be cancelled at the next monthly anniversary of the date your policy commenced. There will be no refund of premium due as the premium paid will have only been in respect of the cover already received.

If you pay your insurance premium annually and providing no claim has been made under the policy you will receive a proportionate refund of premium based on the unused period of cover under the policy.  Policy cover will cease from the date we receive your cancellation instructions or from a later date at your request. If a claim has been made we will cancel your cover but not refund any premium.

New customers

We provide cover for all kinds of mobile phones - including Samsung, HTC, Sony, BlackBerry and iPhone. When you get a quote you can select from our list of mobile phones, and if your isn't listed please just get in touch.

The main exclusions on our policies are:

* Leaving your device unattended when it's away from your home
* Theft from a vehicle or premises where there is no visible sign of forced entry
* Not reporting the theft/loss within 48 hours of discovery to the police, or, in the case of mobile phones, not reporting the theft/loss to the Service Provider within 24 hours of discovery to stop the line and blacklist the handset
* Any claim where you are unable to provide evidence of ownership or receipt (in your name)
* Any claim where your gadget has not been used since the insurance policy was taken out

Please read the full terms and conditions for more infomation

Yes, you can. We can insure devices bought on e-bay provided that they are purchased new and you have a valid Proof of Purchase that details the make, model, condition and IMEI of the gadget in your name.

Absolutely. If you want to insure your child's phone you will have to be over 18 and do it in your name. All of our policies cover immediate family, so your child's use of the phone will be covered. Once they turn 18 themselves you can easily change the name on the policy.

Yes, as long as your phone was bought in the UK in the last 30 days, and was supplied with at least a 12-month waranty.

The simplest way to find out what your IMEI number, is to open your 'phone' app and dial the following:


A box should appear containing your IMEI code, you can copy the number down and then tap 'Dismiss' or 'Ok' to close the box.

All of our customers need to be at least 18 years of age when they purchase a policy through us. If you're under 18 then you can still get covered if a parent takes out the policy for you in their name. They can then change the policy to be in your name if you reach 18 while the policy is still active.

No, unfortunately you need to be a UK resident in order to insure your phone with Freshcover.

One of the simplest ways to pay is by monthly Direct Debit. If you select that option then we will set up a recurring monthly payment for you using the bank details provided.

Alternatively you can pay annually by debit or credit card. Although you're paying a year upfront, you can still cancel your policy at any time and will get a pro-rata refund for any remaining months on your policy, provided that you haven't made a claim.

No, you don't have to insure your phone straight away - as long as it was bought in the last 30 days, you can take out a policy with us.

In most cases your policy will get immediately approved and we will email your policy documents to you straight away. At this point your mobile phone will be insured.

Your Freshcover insurance policy doesn't just cover the policy holder - it also extends to cover your immediate family. This includes your mother, father, son, daughter, spouse and domestic partner as long as they reside at the same address as you.