Making a claim

When you select insurance with Leisure Guard as a safety net for any device disasters, you may not think about having to make a claim further down the line. But the good news is that when something goes wrong, our friendly and helpful staff will be on hand to help you.

What you'll need to make a claim

To make your claim you need to meet the first 2 points below:

  1. The first thing you will need to have to hand are your personal details so that we can retrieve your information from our systems.
  2. You will also need the reference number which was provided with your Leisure Guard insurance. You can find this on your insurance certificate.
  3. The next essential piece of documentation that you will need is the original purchase receipt covering the gadget in question.
  4. We will also ask you to provide us with a brief explanation of the circumstances of your claim, as well as the crime reference number supplied by the police if you are claiming in the event of theft, loss or malicious damage.

You must report the theft of your mobile phone within 24 hours of discovery of the occurrence of the theft, to your airtime provider and instruct them to blacklist your handset

You must report the theft of your electronic equipment to the police within 24 hours of discovery and obtain a crime reference number in relation to the theft of the item.

If we replace your electronic equipment the ownership of the damaged or lost item is transferred to us once you have received the Replacement Item we have supplied. If the electronic equipment you have claimed for is returned or found you must notify us and send it to us if we ask you to do so.

Before your claim can be approved, you must pay the excess. The excess for a laptop, iPhone, smart phone or tablet is £50; for all other items, please refer to the excess in the Summary of Cover table. If the above terms are not adhered to, then your claim may not be paid or paid in full. UK General Insurance Ltd is an agent of Great Lakes

The claims process

To get the claims process under way you will need to call the Claims helpline on 01285 626020.

Our experts will be able to assist you with the rest of the initial process.

Do remember that there are some other calls you will need to make if your device has been stolen, lost or damaged maliciously by a third party. Reporting any of these incidents to the police is essential. And if your smartphone has gone missing, remember to let your network provider know so that no fraudulent usage can occur. We will send you a claims form in the post which you must complete and return to us, remembering to include the receipt for the gadget.

Want to know more about the process?


How long will the process take?
We endeavour to deal with all claims as quickly as possible. For incidents of loss or theft, the claim should be processed within 3 working days. For accidental damage and mechanical breakdown, allow up to 7 working days from the time at which we receive your claim form for it to be assessed.
Can I claim straight away?
There is a 14 day exclusion period at the start of your policy during which time it is not possible to make a claim. You will also not be able to make a claim for 14 days if you decide to add another gadget to your policy or change the gadget covered.
How many claims can I make?
You can make a maximum of two claims to replace your gadget in a given year of cover.
What if I cannot find my original receipt?
If you cannot find the original receipt, or one was never issued to you at the point of purchase, then you can supply us with other evidence of ownership, such as the order information or the contract which was created when you took ownership of the device in question.
If successful will my new gadget be of similar make/model?
In ideal circumstances the replacement gadget provided will be brand new or refurbished to an as-new condition, matching the precise make, model and specifications of your old device. The only variance in this instance may be the colour. If a direct replacement of this kind is not possible, then you will be given a model of equivalent value to your original gadget, with the replacement chosen based upon a number of criteria.
Will I need to pay an excess?
Yes, you will need to pay an excess for any successful claim, with the amount varying depending on the device in question and the nature of the claim.
Can I make a claim on behalf of someone?
Unfortunately it is not possible for anyone to make a claim on behalf of another person, even if they are a close relative, because of the provisions of the Data Protection Act.