Geek Squad Max Mobile

Policy outline

Statement of Demands and Needs

This plan meets the needs of a customer who requires cover for the following:

  • Accidental damage
  • Breakdown
  • Theft
  • Loss and Unauthorised use (Max Mobile PAYM plans only)
  • Accessories
  • Family & Friends (authorised users)
  • Technology support
  • Unlimited online data backup.
  • Remotely locate your missing Smartphone, lock your phone and wipe any personal or confidential data.

Comparison TABLE

FEATURES
& BENEFITS
GEEK SQUAD MAX MOBILE
AM I ALREADY COVERED?*
PAY MONTHLY
PAY AS YOU GO
STANDARD HOME CONTENTS POLICY (OUT OF HOME)
PREMIUM BANK ACCOUNT
INSURANCE

Theft - Cover if your mobile is stolen
Accidental damage - Through human fault
Loss - Cover if you lost your mobile
Breakdown** - Protection incase your product stops working
Accessories - Insurance cover against any accessories bought from The Carphone Warehouse for your product £300 £50
Worldwide Cover - For up to 60 days after you leave the UK
TECHNICAL SUPPORT
24/7 Phone Support - Expert assistance and advice over the phone to help you enjoy your mobile to the full including set-up customisation and sync, consultation and data transfer
Remote Assistance - We can remotely link to your smartphone or WI-FI enabled phone and help you
Smartphone Security - To remotely locate your Smartphone and lock, block and wipe content
Unlimited Backup - For music, photos, contacts, etc
Loan Mobile - During insurance reapirs (subject to availability)
KEY: = COVERED, = NOT COVERED, SOME = Feature/benefit offered by some policies/accounts

The Carphone Warehouse have used research conducted by an independent research agency in March 2011 as a comparison against their products. The independent research agency compared Geek Squad products against eight leading home contents insurers offering standard home contents policies with no additional personal possessions cover. *Geek Squad products were also compared against all the relevant insurance products offered by six leading banks offering Premium Bank accounts for a monthly fee. **Your Max Mobile plan will cover you after your manufacturer’s warranty expires. All insurance policies are different, please be sure to check your existing cover. If you cancel this plan with 14 days of purchase and assuming you have not made a claim, you will receive a full refund of your premium.

Link to full T&Cs

Name of Insurer.

Aviva Insurance Limited (Aviva) underwrites your insurance policy.

Two agreements.

When you take out your Geek Squad service plan, you enter into two contracts; one with Aviva for your insurance policy, and one with The Carphone Warehouse for Geek Squad technology support and ACP (if selected). If one of these agreements is terminated, the other will automatically be terminated.

Eligibility for this policy.

Anyone aged 16 or over who is resident in the UK, provided you've bought a mobile phone from The Carphone Warehouse within the last 30 days.

Period of Cover.

Your period of cover for breakdown starts from the date the manufacturer’s warranty expires. Your period of cover for accidental damage, theft and loss (Pay Monthly plans only) starts from the date this policy is purchased. You may choose to pay either annual or monthly premiums during the period of insurance; If you pay your premium annually, cover continues for a period of 12 months from the date this policy was purchased. You will have the option to renew your policy on each anniversary of the date this policy was purchased, subject to a maximum term of 5 years, after which your cover will cease. If you pay monthly premiums, you will be provided with one month’s cover for each monthly premium paid and cover will continue on a month-by-month basis, subject to a maximum term of 5 years from the date this policy was purchased after which your cover will cease. Upon replacement of your product cover continues on the same basis as prior to replacement.

What is not covered:

  • The excess you need to pay towards any claim (no excess on mechanical breakdown).
  • Claims for unauthorised use on Pay As You Go tariffs
  • Claims for loss on Pay As You Go tariffs
  • Claims for theft or loss* unless as a customer you;
    - Tell your network provider within 24 hours of discovering the theft or loss*
    - Report the theft or loss* to the police within 48 hours of discovering the theft or loss* and get a crime/loss reference number.
  • Claims made if your mobile is left in a public place or unattended vehicle (unless it is in a locked and concealed boot/luggage compartment or closed glove compartment of a securely locked vehicle which has been broken into by force and violence) .
  • Claims resulting from events which occur more than 60 days after you leave the UK.
  • Mobile accessories not purchased at The Carphone Warehouse.
  • Anything covered under the manufacturer’s warranty.
  • Damage caused by fire, flood, freeze, storm, lightning, explosion, escape of water or events of a similar nature.
  • Malicious damage to your mobile.
  • Loss of stored information such as music, video or photography.

*Pay As You Go customers are not covered for loss.

Cancelling your policy.

You have the right to cancel your policy within 14 days of purchasing it. If you cancel your policy in this period you will be entitled to a full refund of the premium paid, provided there has been no claim or incident likely to give rise to a claim. You can still cancel your policy after the 14 day cooling off period. If you pay annual premiums you will be entitled to a pro-rata refund of the premium paid, calculated on the whole number of unexpired months remaining on the policy. If you pay monthly premiums you will not be entitled to any refund.

Making a complaint.

We hope that you will be very happy with the service that we provide. However, if for any reason you are unhappy with it, we would like to hear from you. In the first instance, call us on 0800 458 6117. If you have complained to us and you are dissatisfied with our final decision, you can refer the matter to the Financial Ombudsman Service. Following the complaints procedure does not affect your right to take legal action.

Making a claim

For all claims you can contact us in one of three ways:
  • Visit any Carphone Warehouse store in the UK
  • Visit www.geeksquad.co.uk/contact
  • Call 0800 458 6117 or 01708 609 120

    • Claims for loss are covered by Geek Squad Max Mobile Pay Monthly only
    1. For loss or theft, report it to:
    your network provider within 24 hours of discovering the loss or theft;
    the police within 48 hours of discovering the loss or theft; providing us with the loss/crime reference number.
    2. You must let us know within 60 days of discovering the incident.
    3. You will need to provide your name, address, date of birth and the policy number shown on your certificate.

Changes to this agreement

During your period of cover, we may make changes to your premium, policy cover or terms and conditions of insurance. If we decide to make such a change, we will always write to you 30 days in advance.

Contacting Geek Squad

If you have any questions or would like to contact us to make a claim, complaint or to cancel your policy, please call 0800 458 6117 or 01708 609 120 or visit www.geeksquad.co.uk/contact

Financial Services Compensation Scheme

Should Aviva be unable to meet its liabilities you may be entitled to compensation from the FSCS. You can get more information about the scheme from the FSCS website at www.fscs.org.uk, or write to:

Financial Services Compensation Scheme,
7th Floor,
Lloyds Chambers,
Portsoken Street,
London
E1 8BN.

Aviva and The Carphone Warehouse

This insurance policy is provided by Aviva Insurance Limited, registered in Scotland, registered No. 2116, registered office: Pitheavlis, Perth, PH2 0NH. The Carphone Warehouse Limited (CPW) collects insurance premiums and pays claims as an agent for Aviva. CPW only provides insurance policies from Aviva. Should you need to discuss the details of your policy please call CPW on 0870 111 7002 (for our joint protection telephone calls may be recorded and/or monitored) or visit www.carphonewarehouse.com. Both Aviva and CPW are authorised and regulated by the Financial Services Authority. Further details can be found at www.fsa.gov.uk. CPW is wholly owned by Best Buy Europe Distributions Ltd, which owns New Technology Insurance Ltd. CPW is registered in England and Wales, registration No. 2142673, registered office: 1 Portal Way, London W3 6RS.