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Max Mobile
insurance & support

Mobile insurance you can rely on, with 24/7 Agent support, breakdown cover and extra perks.

Full protection for your phone, with Max Mobile.

Your mobile is a lifeline. We’re here to keep it up and running. As a Max Mobile customer, you get 24/7 support and protection for your phone, plus all the tools you need to keep your personal information and photos secure.

Whenever you need us we’re here, to setup and optimise your mobile, troubleshoot any problems and make things as painless as possible if the unexpected happens.

Smartphone Collection

What is Defaqto?

The best bits...

  • Cover against accidental damage, theft and loss.
  • 24/7 tech support from
    our Agents
  • No excess breakdown cover, when your manufacturer’s warranty expires.
  • Up to 60 days overseas protection in most countries.

Tech Support plans

Need help with other devices? For just £7.99 a month you can enjoy all the benefits of a full Tech Support Membership that covers all your Technology.

Tech Support plans

All the information...

Insurance Cover

  • Theft

    If your phone is stolen weíll provide a replacement.

  • Accidental damage

    We’ll repair or replace your phone if it’s accidentally damaged.

  • Loss

    As a Pay Monthly customer, you will be covered for the loss of your mobile.

  • Next day replacement

    If your phone is lost, stolen or accidentally damaged, we’ll send out a replacement phone the next working day.

  • Breakdown

    No excess breakdown cover, if your phone develops a mechanical or electrical fault and the manufacturer’s warranty has expired.

  • Accessories cover

    Up to £300 cover for Pay Monthly customers and £50 cover for Pay As You Go customers on mobile accessories you buy at The Carphone Warehouse, to use with your phone.

  • Worldwide cover

    Take your mobile along on every adventure. Max Mobile includes up to 60 days of Overseas insurance in most countries. If your phone breaks while you’re away, we’ll repair or replace it when you get home.

  • Unauthorised use

    As a Pay monthly customer, if your phone gets stolen and you report it missing, we’ll cover any unauthorised use up to a massive £10,000. Plus, we’ll be here to set you up on your new phone.

    Exclusions apply to all cover. For full details please see our terms and conditions.

Tech Support

  • Setup

    We’ll setup your new phone and help you get to grips with its features. Our setup service is tailored to you - we can add your email accounts and contacts, show you how to record and edit videos, and we’ll even help you download your first applications.

  • Syncing

    Syncing allows you to move content between your devices and keep your content and contacts up-to-date. We’ll show you how to sync your mobile to your computer, and how to connect it to wireless networks, for fast internet access wherever there’s signal.

  • Smartphone Security **

    Remotely locate your missing Smartphone and prevent unauthorised use (you can lock your phone and wipe any personal or confidential data). Just visit www.geeksquad.co.uk/smartphonesecurity

  • Software

    If your phone comes with pre-installed apps and software, we’ll show you how to get the most out of it. From email applications to fun games and Sat Nav services, there’s sure to be something handy to show you.

  • Data Transfer

    We’ll show you the fastest and easiest ways to move music, movies, photos and more from one device to the other.

  • Troubleshooting

    We’re always here day and night to help you troubleshoot problems with your mobile and make sure that it’s working properly.

  • Note: These are all the services included in Geek Squad Max Mobile. We also offer other services which may interest you; these may however carry additional charges. For full details, please see our terms and conditions.

** Some handsets may not be compatible. For a full list visit geeksquad.co.uk/smartphonesecurity

Max Mobile pricing

Because Max Mobile is a complete insurance and support plan for your mobile, the cost of your policy depends on the purchase price of your phone, whether you are a Pay monthly or Pay as you go customer, and how much it would cost to replace your mobile.

If you have purchased your mobile from Carphone Warehouse within the last 30 days, we can provide you with a quick, easy quote over the phone. Premiums range from £1.99 to £13.99 per month.

Call us now on freephone:

0800 049 0049

Alternatively, our Tech Support packages are available outside of the initial 30 day purchase period and for non-Carphone Warehouse/Best Buy customers. Please click here to view them.

See the benefits of Max Mobile

Max Mobile is an award-winning insurance policy that’s specially designed for your mobile phone. It includes many benefits that your home contents policy or current account may not, plus extra perks to help you make the most of your device. Take a look at how the benefits of Max Mobile add up...

FeaturesMax Mobile
Pay Monthly		Max Mobile
Pay As You Go		Home Contents
Policy (out of home)		Premium
Bank Account*
Theft

Cover if your mobile is stolen

        
Accidental damage

Through human fault

        
Loss

Cover if you lost your mobile

        
Breakdown**

Protection in case your product stops working

        
Accessories cover

Insurance cover against any accessories bought from The Carphone Warehouse, for your product

 £300 £50    
Worldwide cover

Available in most countries, for up to 60 days after you leave the UK

        
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 Software

To remotely locate your Smartphone and lock and wipe content

        
Unlimited backup

For music, photos, contacts etc

        
Loan mobile

During insurance repairs (subject to availability)

        

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 within 14 days of purchase and assuming you have not made a claim, you will receive a full refund of your premium.

What's not covered?

Not everything can be covered in our plan, so it's just as important to understand what isn't included as what is. the following is not included:

  • The excess you need to pay towards any claim (no excess on 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;
    1. Tell your network provider within 24 hours of discovering the theft or loss*
    2. 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 unattended 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)

*Pay as you go customers not covered for loss.

  • 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.

Detailed information about your policy

View full Max Mobile terms and conditions.

  • Name of insurer

    Aviva Insurance Limited underwrites your insurance policy. When you take out your service plan, you enter into two agreements, one with Aviva Insurance Limited in respect of your insurance policy, the other with The Carphone Warehouse in respect of your Geek Squad technology support. Both agreements are covered by your premium and run in parallel with one another. When one agreement ends, the other must also end. This section talks about your insurance policy.

  • Period of cover

    You are covered from the moment you sign up. Your period of cover for breakdown starts from the date the manufacturerís 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 five years, after which your cover will cease.

    If you pay monthly premiums, you will be provided with one monthís cover for each monthly premium paid and cover will continue on a month-by-month basis, subject to a maximum term of five years from the date this policy was purchased after which your cover will cease.

    Upon replacement of your product as per the Replacement Product section (pages 14-15), cover continues on the same basis as prior to replacement.

  • Making a claim

    For all claims you can contact us in one of three ways:
    -> Visit any Carphone Warehouse store in the UK
    -> Call 0800 458 6117 or 01708 609 120
    -> Use our online Claim Form, here:

    Make a claim

    Claims for loss are covered by Geek Gquad 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.

  • 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. For full details on our complaints procedure see pages 17-18.

  • 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. For full details, including reasons why we may make a change see page 17.

  • 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/contactus

    Large print, audio and braille This service plan and other associated documentation are also available in large print, audio and Braille. If you require any of these formats please call 0800 458 6117.

    Financial services compensation scheme Aviva is a member of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if Aviva cannot meet its obligations, depending on the type of insurance and the circumstances of your claim. For full details on FSCS see page18.

  • 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. For full details on cancelling your policy see page 16. please note you cannot cancel your policy in a Carphone Warehouse store.