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Insurance for laptops

How do I buy insurance for my laptop?

You can buy insurance in any Carphone Warehouse store or over the phone by calling 0800 587 4875 (8am-9pm Monday to Friday, 9am-6pm Saturday, 11am-5pm Sunday).

You can buy insurance in any Carphone Warehouse store or over the phone by calling 0800 587 4875 (8am-9pm Monday to Friday, 9am-6pm Saturday, 11am-5pm Sunday).
You can only buy insurance within the first 30 days of buying your laptop.

What insurance policies are available?

For a full list of our policies, go to the Lifeline insurance policies page.

How do I make a claim?

All you need to do is give us a call on 0870 087 8070 and we will take the details of the claim. Don't forget that if your laptop has been stolen, you must get a crime reference number from the police within 24 hours of discovering the theft, before we can process your claim.

How do I change my address or bank details?

Go to Contact us on our website and select what you would like to do from the dropdown menu.

Can I change the direct debit date for my insurance policy payments?

Yes, you can change your payment date if you pay monthly and have already made your first payment. The date you want to change to must be within the time you are paid up to. To change your direct debit date:

1. Go to Contact us on our website
2. Select 'Payments and Direct Debit' from the dropdown under 'Choose a category'
3. Choose 'Change Direct Debit date' from the dropdown under 'More about my query'
4. Click 'Continue' and fill out the form that will appear at the bottom of your screen. Select 'Reset' to start again, or 'Submit' to send the form.

Can I cancel my insurance policy?

You can cancel your insurance policy at any time by completing the online form. Go to Contact us on our website and select 'Cancel my insurance'.

If you cancel within the first 45 days, and payment is taken from your account, we'll refund it and terminate the policy.
If you cancel after the first 45 days, we can cancel your policy, but you will still be covered for the remainder of the 30-day period that you last premium paid covered you for.

Can I get a refund?

You can request a refund online. You can also call 0870 111 7000 (calls may be recorded and monitored).

1. Go to Contact us on our website
2. Select 'Refunds' from the dropdown menu under 'Choose a category'
3. Choose 'Refund request' from the list under 'More about my query'
4. Click 'continue' and fill out the form that will appear at the bottom of your screen. Select 'Reset' to start again, or 'Submit' to send the form.

Make sure your information is correct. It will affect the decision made about the refund. The Insurance team will assess the refund and either accept or decline it.

If the refund is accepted, you will get a letter telling you that the money will be in your account within seven days.
If the refund is declined, you will get a letter explaining the reasons why.

Can I appeal if I am refused a refund?

You can appeal against the decision in the same way as you apply for a refund (see 'Can I get a refund'). Select 'Submit an appeal for a declined refund' instead of 'Refund request'. Or you can write to the Insurance Administration Team at:

Insurance Administration Team
The Carphone Warehouse
1 Portal Way
North Acton
London
W36RS

The team will assess the appeal and either accept or decline it. You'll receive a decision within three days.

* If accepted, you'll get a letter telling you that the refunded money will be in your account within seven days.
* If declined, you can re-appeal with extra information. The director of insurance will review this and it could take up to five days.

How do I make a complaint about my insurance?

You can make a complaint three different ways.

Go to Contact Us and select 'make a complaint'.
Call us on 0870 111 7000
Write us a letter including your name, date of birth, address and the policy number as shown on your Certificate of Insurance and post it to:

Lifeline Correspondence
The Carphone Warehouse
1 Portal Way
London
W3 6RS