Frequently Asked Questions
You can find the answers to some of our most frequently asked questions below.
- Can the insurer cancel my insurance?
The insurer can cancel your policy if they are unable to collect a premium payment from you. If you pay your premium monthly on a monthly rolling basis, the insurer will contact you by email after the first missed collection requesting payment of the next premium. If the insurer does not receive payment by the next collection date and the next payment is also missed, the insurer will cancel your policy and send you an email confirmation of the cancellation. All cover under you policy will be deemed to have ended automatically from the date the first missing payment became due.
The insurer can also cancel the policy by giving you 60 days written notice sent to your last known address. If you have an annual policy the insurer can only cancel your policy during your period of insurance if you commit fraud.
- I cannot find the answer to my question. What next?
Please contact us on firstname.lastname@example.org
- Who is the policy underwritten by?
The insurance policy is arranged by Leisure Guard, a trading name of Business Brokers Limited and underwritten by UK General Insurance Limited. The Administrator is Rock insurance and all parties are regulated by the Financial Conduct Authority.
- How can I cancel my insurance?
To cancel your policy please contact the administrator and return your insurance documents; ROCK Insurance Group, 135 Griffin House, Crawley High Street, Crawley, RH10 1DQ or email us at email@example.com.
You may cancel the insurance, without giving reason, within 14 days of it starting (or later) within 14 days of you receiving the insurance documents. You will receive a full refund of all premium paid provided that no claim has been made and you do not intend to make a claim.
You may also cancel your policy any time after the initial 14 day cooling-off period. If your insurance is on a monthly rolling basis there will be no refund because you will have only paid for the cover you have received already. If you pay the premium annually then provided no claim has been made, you will receive a proportionate refund of the annual premium less an administration fee, charged by the Administrator, equal to £10.
- How soon will I receive my policy documents after purchasing a policy with you?
Your policy is sent to you via the email address you provide us. Please note that some internet providers filter out automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. If you haven't received it please email us at firstname.lastname@example.org or call us on 0343 658 0320 to send it again. Alternatively for a small postage charge, your documents can be delivered by post.
- What should I do if I replace my insured item?
You should contact us so that we can update your policy. Please contact one of our friendly members of staff on 0343 658 0320, or by post at ROCK Insurance Group, 135 Griffin House, Crawley High Street, Crawley, RH10 1DQ.
- What is the period of my insurance?
Your policy will be on either an annual basis or a monthly rolling basis as explained and confirmed in your insurance schedule.
If you have chosen an annual period of cover, the insurance starts at the time of purchase or at renewal and continues for a period of twelve months, upon receipt of your premium. To make sure that you have continuous cover, Rock Insurance Services Limited will automatically renew your policy when it runs out, unless you advise them otherwise. You will be contacted 30 days before the renewal date of your policy and advised of any changes to the premium or the policy terms and conditions. If you do not wish to auto-renew your policy, you need to contact Rock Insurance Services Limited via the contact details provided in the renewal notice. If you do nothing then the renewal premium will be taken out from the credit/debit card details provided at the time of initial purchase.
If you have chosen a monthly rolling period of cover, the insurance starts at the time of purchase for a period of one month and will continue by periods of one month at a time upon acceptance by the insurer of each monthly payments received from you.
- What do I do if my gadget was provided free as part of a contract, e.g. my mobile phone?
If your gadget was provided to you as part of a contract, and you part paid or the cost of the gadget was free to you, you will be required to provide evidence of the original order and/or contract under which the gadget was supplied and the current retail price of the gadget from an internet or high street retailer.
- Does my home insurance policy cover my gadgets?
If your home insurance policy includes 'Personal Belongings insurance away from the home' or 'All Risks Cover' you should check whether it covers them. Normally items under 'Personal Belongings' or 'All Risks Cover' will only be covered for theft or accidental damage but not for breakdown and the excess on a home insurance policy is often higher than the excess on your Leisure Guard insurance.
- What is covered under the policy?
Accidental Damage- We will pay the costs of repairing Your Electronic Equipment as a result of Accidental Damage. If we are unable to economically repair Your Electronic Equipment then, at our discretion, a Replacement Item will be provided by us.
Theft (Covered on Silver and Gold Policies Only)- We will replace Your Electronic Equipment with a Replacement Item if it is stolen. Where only part or parts of Your Electronic Equipment have been stolen, we will only replace that part or parts.
Breakdown- If a Breakdown of Your Electronic Equipment occurs outside of the manufacturer’s guarantee or warranty period we will pay the repair costs. If we are unable to economically repair Your Electronic Equipment then, at Our discretion, a Replacement Item will be provided by Us.
Malicious Damage- Where your item of Electronic Equipment is damaged through the intentional or deliberate actions of another party we will repair or replace it. Where only part or parts of your Electronic Equipment have been damaged, we will only replace that part or parts.
Unauthorised Usage (Covered on Silver and Gold Policies Only)- Where your item of Electronic Equipment is a device where you are charged for Unauthorised Calls, Texts or Data Use and it is lost or stolen, We will refund the cost of any calls, texts or data used after the time it was lost or stolen to the time it was blacklisted by your airtime provider. This is subject to you providing an itemised bill. The maximum we will pay for any one occurrence is £2500.
Accidental Loss (Covered on Gold Policies Only)- If you lose your Electronic Equipment We will replace it with a Replacement Item.
Liquid Damage- We will repair or provide a Replacement Item for your Electronic Equipment if it is damaged as a result of accidentally coming into contact with any liquid.
- If I travel for more than 90 days does it invalidate the whole thing, or am I covered for just the first 90 days?
You are covered anywhere in the world up to a maximum of 90 days in total, in any single 12 month period.
- Is liquid damage covered?
Yes it is covered under the definition of Liquid Damage.
- Will my annual policy automatically renew after the 12 month period?
Yes, to make sure that you have continuous cover, Rock Insurance Services Limited will automatically renew your policy when it runs out, unless you advise them otherwise. You will be contacted 30 days before the renewal date of your policy and advised of any changes to the premium or the policy terms and conditions. If you do not wish to auto-renew your policy, you need to contact Rock Insurance Services Limited via the contact details provided in the renewal notice. If you do nothing then the renewal premium will be taken out from the credit/debit card details provided at the time of initial purchase.
- How do I find out my IMEI number?
The IMEI (International Mobile Equipment Identification) number of your mobile phone or smart phone handset is a unique identification code that is specific to your handset alone. It can be obtained by dialling *#06# or by checking under the battery of your handset.
- What if I have difficulty entering my personal details?
Please ensure that you have entered all your details accurately, this is critical if utilising the Find Address option, by entering your postcode and house number and allowing the system to find the remainder of your address details automatically.
- What items does Leisure Guard insurance cover?
We offer insurance on Camera Lenses, Digital Cameras, Portable DVD Players, E-Readers, Games Consoles, iPads, iPods, Laptops, MP3 Players, Mobile Phones, Tablets, Satellite Navigation Devices, Smart Phones, Video Cameras.
- What is a Gadget?
A gadget is an electronic device designed by the manufacturer to be portable with its own internal power source, which can be used in or away from the home.
- What is a Gadget Insurance?
Gadget insurance is a cost effective way to insure those everyday gadgets and electronic equipment that we can't live without! It is always surprising the value of everyday items that we carry in our briefcase / handbag.
- Is there an age restriction on the item I can insure?
The item must be less than 18 months old from the date it was purchased as new.
- Am I covered if I bought my electronic item from an auction site?
Unfortunately your gadget is not covered if it was purchased second hand or from an on-line auction (e.g. Ebay). Your gadget is also not covered if it was bought outside of the UK, the Channel Islands or the Isle of Man.
- I got a replacement phone from Apple (as it's under warranty) can I get it insured?
Yes, providing it is under 18 months old then you need to advise us the new handset details and we will change it over. You will need a relevant proof of purchase in the event of a claim, the replacement paperwork will suffice providing it has the new IMEI number on it as well as enough other identifying information.
- If I purchased my gadget abroad can I have cover?
No, the gadget has to be bought in the UK, the Isle of Man or the Channel Islands.
- Can I insure second hand gadgets?
No, unfortunately you cannot insure your second hand gadget, nor one which has been bought from an on-line auction (e.g. eBay)
- Whose gadgets can I insure under my policy?
The insured person named on the policy schedule and owner of the gadget(s).
- Who can use my gadget?
You or your immediate family. Immediate family being defined as your husband, wife, civil partner, partner, children or parents, who permanently reside with you.
- Am I covered if my child uses my phone?
Yes, you are covered if your child is using your gadget so long as they permanently reside with you. .
- Can I insure my handset if I live outside the UK?
No, this policy is for UK, the Channel Islands and the Isle of Man residents only
- Can I cancel my direct debit at any time?
Yes, you may cancel your direct debit at any time. Depending on when you cancel it, will correspond to whether you have to pay the remainder of the policy.
If you cancel your policy within 14 days of it starting or (if later) within 14 days of you receiving the insurance documents, you will receive a full a full refund of all premium paid provided no claim has been made and you do not intend to make a claim.
**After cooling-off period - ** If you pay your premium monthly on a monthly rolling basis, there will be no refund of premium because you will only have paid for the cover you have already received.
- How can I pay for my policy?
You can pay online using our secure system where all data is encrypted. We hold your details according to the Data Protection Act 1998. If you do not feel comfortable online then you can call one of our friendly staff in our UK call centre on 0343 658 0320 and they will help you with your policy.
- Is it possible to change the date that my Direct Debit payment comes out of my bank account?
Direct Debit payments are taken on either the 8th or the 20th of each month. When you purchase a policy you will receive an email confirming which day your payment will be taken and the future payment schedule. You can then swap to either one of these two dates but you cannot choose any other dates.
- How does a Direct Debit payment work?
In order to set up a Direct Debit, Leisure Guard will ask you to complete a Direct Debit Instruction. You will need to provide your name and address, name and address of your bank/building society (where applicable), your bank/building society account number and branch sort code. Please ensure all the details are correct.
We will update their payment records and forward the instruction on to your bank/building society. The Direct Debit instruction gives us authority to collect varying agreed amounts from your account on dates agreed with you.
We will give you advance notice of collection of dates and amounts. Please check these details are correct. Should you wish to query any of the details contact us straight away. There is nothing further you need to do apart from ensure you have sufficient funds in your account.
- Who do I need to tell about a claim, and how quickly?
For Theft, Accidental Loss (if covered) and Malicious Damage Claims
Notify the appropriate local Police authority within 24 hours of discovering the incident and obtain a Crime reference/Lost Property number and a copy of the Police Crime report (where a report has been compiled). Should you be claiming for the theft or accidental loss of your telephone you must also contact your network provider within 24 hours of discovering the incident to place a call bar on the handset.
For all Claims (including Theft, Accidental Loss, and Malicious Damage)
You need to contact the claims handlers on 01285 626020 (local call rate) immediately after of discovering the incident (or in the event of an incident occurring outside of the United Kingdom, the Channels Islands or the Isle of Man, immediately after of returning to the United Kingdom, the Channel Islands or the Isle of Man).
- What happens if I make a valid claim and my gadget needs to be replaced?
We will endeavour to replace it with an identical fully refurbished (or new where a refurbished item is not available) gadget of the same age and condition. However, in the unlikely event this is not possible the administrator will provide you with a fully refurbished (or new where a refurbished item is not available) gadget of a comparable specification or the equivalent value taking into consideration the age and condition of the gadget prior to your claim.
- Do I need to supply a receipt if I make a claim?
In the event of a claim you will need to provide the original receipt for the purchase of your gadget for which you are claiming. The receipt must be in your name.If you do not possess or were never issued with a receipt for your gadget (as they were provided free as part of a contract, e.g. mobile phone), you will need to provide evidence of the original order and/or contract under which the gadget was supplied.
- Is there an excess on the policy?
Yes, there is an excess applicable to each and every successful claim (this is the amount you contribute towards the claim) and which must be paid before your claim can be approved. If your claim relates to more than one gadget, an excess is payable for each gadget insured under this policy. The Excess for an iPhone X is £100; the Excess for an iPhone 8 & 8+; A Galaxy Note 9, A Galaxy 8 & 8+ is £75. For all other Gadgets the Excess is £50.
- How many claims can I make within the year?
There is no maximum number of replacements within a claims year, however there are certain restrictions that apply so please ensure you read the policy wording, paying special attention to the ‘What is not Covered’ section.
- If I make a claim and get a replacement phone, is that phone then covered for the rest of the period of insurance?
Yes, it is automatically covered though there may be an additional premium incurred as a result if the value of the gadget is amended.
- With a claim do I get a refurbished or brand new gadget?
We will endeavour to replace your gadget with an identical new or fully refurbished gadget of the same age and condition, but not necessarily the same colour. However, in the unlikely event that this is not possible we will provide you with a new or fully refurbished gadget of a comparable specification or the equivalent value taking into consideration the age and condition of the gadget prior to your claim.
- How can I check the status of my insurance claim?
To check the status of your insurance claim please contact the claims handlers on 01285 626020.
- How long will it take for my claim to be processed?
If your claim is due to Theft or Loss please allow 3 working days, from the date we receive claim form, for your insurance claim to be processed.
If your claim is due to Accidental Damage, Mechanical Breakdown cover please allow 5 to 7 working days for your insurance claim to be processed, from the date we receive your claim form. These timelines are subject to receipt of the full information required to assess your claim.
- How can I report theft, loss or malicious damage to the police?
You should either contact your local police station or the police station local to where the incident happened.
- Can I make a claim on behalf of someone I know?
Due to the Data Protection Act, you cannot claim on behalf of another individual.
- Do I have to complete a claim form?
A claim form will be issued for all claims and will be either emailed or posted to you depending on your preference.
- How do I make a claim?
To claim, phone our claims helpline on 01285 626020 quoting Leisure Guard. When you contact us please ensure that you have the following information available to you as we will require it to process your claims: your Leisure Guard policy reference number and brief circumstances of your claim.