MOBILE / MOBILE MAX POLICY OUTLINE
An outline of the policies are set out below but do not contain the full terms and conditions.
Name of Insurer. Aviva Insurance UK Limited (Aviva) underwrites this policy. They are registered in England (registered number 99122). Their registered office is 8 Surrey Street, Norwich NR 1 3NG. They are authorised and regulated by the Financial Services Authority.
TWO AGREEMENTS. When you take out your Geek Squad insurance, 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 16 or over, provided you’ve bought a mobile phone from The Carphone Warehouse within the last 30 days.
Period of Cover. Cover will start from the start date shown on the certificate. If you pay your premium monthly, we will continue to take payments every month for this policy unless it is cancelled. If you pay your premium annually we will write to you at least 21 days before the expiry date to offer you a renewal. The terms and conditions of the renewed policy will remain the same unless we tell you otherwise.
Knowing what's covered and what's not. Think your mobile is already covered by your standard home contents policy or your banks current account package? Take a look at the Product Guide below, outlining the independent research that was conducted as a comparison against our Geek Squad mobile phone policies. The policy will only cover the mobile phone listed on the original certificate of insurance or a replacement mobile phone provided by The Carphone Warehouse as a result of an insurance claim or a warranty claim. Depending on the Geek Squad policy you take out, it will provide insurance against risks such as theft, loss and damage of your mobile and its accessories, and other liabilities associated with mobile phones.
Making a claim:
A) Theft, loss or malicious damage claims:
1. For theft or loss, contact your network provider within 24 hours of noticing the incident and ask them to bar your mobile service line.
2. In all cases, report to the police within 48 hours of noticing the incident and obtain a crime or loss reference number.
3. Contact us in one of three ways to make your claim:
- Visit any one of The Carphone Warehouse stores.
- Visit the Geek Squad website geeksquad.co.uk/claim
- Call a Geek Squad Agent on 0800 049 3041*.
The claims department is open Mon-Fri 9am-7pm, Sat 9am-6pm and Sun 10am-5pm.
B) For damage or ACP claims: If you are claiming for damage or using the ACP feature, you need to visit any one of The Carphone Warehouse stores, to make your claim.
Cancelling your policy. You have the right to cancel your Policy within 14 days from the day you have received your Geek Squad Policy documents, as set out below. If you cancel your Policy within these 14 days, you will be entitled to a full refund of the Premium you have paid. If you have already made a claim, we may ask you to pay back any money we have paid to settle the claim or return any replacement mobile provided. If you don't cancel your Policy within these 14 days, it will continue and you will need to make the monthly payments. If you then decide you want tocancel the Policy, you can do so at any time by contacting us online at www.geeksquad.co.uk/contact, by writing to Geek Squad, PO BOX 358, Southampton SO30 2PJ or by calling 0800 049 3041 and notifying us of your wish to cancel. Although there is no charge for any such cancellation, we cannot refund any part of the monthly Premium you have paid, unless you have paid any such Premium for a full year in advance, in which case you will be entitled to a refund of any such Premium, subject to a deduction for the time during which the Policy and the Geek Squad Services have been provided. This will be calculated on a pro rata basis.
Making a complaint. We aim to give excellent service to all our customers but we recognise that things do sometimes go wrong. We take all complaints we receive seriously and aim to sort out all our customer's problems promptly. If you are not happy with it for any reason, we would like to hear from you. To complain, please contact us as follows:
(i) in writing, addressed to: Geek Squad, PO BOX 358, Southampton SO30 2PJ.
(ii) via our website at: www.geeksquad.co.uk/contact and submit a form.
(iii) by telephone, on number: 0800 049 3041.
Please make sure that you always include your name and address and the Policy number shown on the Certificate. You can obtain a copy of our internal process for handling complaints using the contact details outlined above.
We will do our best to resolve your complaint straight away; however, if this is not possible we will send a written acknowledgement of your complaint within five working days. We will investigate your complaints and respond as quickly as possible and provide a full written response. If you are dissatisfied with our final decision within 6 months, you can refer the matter to the Financial Ombudsman Service (FOS) in writing at The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.
Contacting Geek Squad. If you have any questions or would like to contact Geek Squad to make a claim, complaint or cancel your policy, please call 0800 049 3041 or visit geeksquad.co.uk
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.
^Geek Squad has used research conducted by White Space in August 2009 as a comparison against their products. Geek Squad compared their products against 6 leading home contents insurers offering standard home contents policies with no additional personal possession premiums. Geek Squad’s products were also compared against 6 leading banks offering ‘pay current account’ packages that include computer or mobile phone insurance and a bank account package for a monthly fee. All insurance policies are different, please be sure to check your existing cover. If you cancel this policy within 14 days of purchase you will not be charged any premium.
†Further exclusions apply to all policies. *Calls to this number are free from a BT landline. Calls from mobile phones and other service providers may vary, please check with them for details. Calls may be monitored and/or recorded. ΔNot available on ‘3’. §Not on ‘3’ handsets, iPhones or customers with Orange Care.