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 lost or stolen.

In the event of loss, theft and unauthorised use, you must notify your network provider within 24 hours of discovering the incident using the numbers shown below and request that the line be temporarily barred.

Report the theft or loss to the local Police authority within 24 hours of discovering the incident and obtain a crime reference number or lost property reference number and make a note of the police station details.

Contact the JS Insurance claim line within 2 working days of discovering the incident on 0844 576 2294 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 applicable excess payment details of which can be found below and will also be contained within your claim form.

In the event of Accidental Damage.

Contact the JS Insurance claim line within 2 working days of discovering the incident on 0844 576 2294. 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 damaged phone and the applicable excess.

Once you have returned the phone to the address you will be given and paid the applicable excess, your claim will be assessed. The repair or replacement will then be authorised if your claim is approved.

Excess Payment

For each and every Accidental Damage claim the excess would be £50.00, for each and every Theft or Loss claim the excess would be £75.00.

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 process all paperwork in the claims office the same day. If your phone is being replaced, please allow 3 working days from when the claim form is received by Citymain. If the phone is being repaired, please allow ten working days.