Claims conditions and how to make a claim

Claims Notification

If you need to make a claim, please contact

Please refer to the Claims Handling Information, which you will find below.

What to do if your phone is stolen.

In the event of theft and unauthorised use, immediately notify your network using the numbers shown below and request that the line be temporarily barred.

Report the theft to the police within 24 hours of discovery and obtain a crime reference number and make a note of the police station details.

Contact the JS Insurance claim line on 0870 066 2558 and report the claim. You will be sent a claim form for completion which must be returned within 30 days of the date of the claim together with the excess payment of £25 (£50 if your phone is 3G enabled).

In the event of Accidental Damage.

Immediately contact the JS Insurance claim line on 0870 066 2558.

Once you have returned the phone to the address you will be given and paid the £25 (£50 if your phone is 3G enabled) excess, your claim will be assessed. The repair or replacement will then be authorised if your claim is approved.

Excess Payment

Payment of the excess must be made at the time of making the claim. This can be done by credit card, cheque or postal order.

Processing of the claim

Our aim is to always process all paperwork in the claims office the same day. If your phone is being replaced, please allow 48 hours from when the claim form is received by Citymain. If the phone is being repaired, please allow ten working days.