Mobile Phone Insurance Geek Squad Mobile Complete
Ending mobile Phone insurance misery with 24/7 support and superior protection
- A simple and easy claims process done in store, over the phone or online.
- Replacement mobile delivered the next working day.
- An app to protect the personal details on your mobile.
Our Mobile Complete pay monthly plan was awarded a 5-star Defaqto rating, which means it's considered an excellent mobile phone insurance product compared to the rest of the market.
If you didn't buy your phone from Carphone Warehouse in the last 30 days, we can't currently insure your phone. However, if you require help setting up or operating your device(s), you can visit our Quick Start guides or purchase one of our Tech Support plans. Or if your phone requires a repair, we offer a range of repairs services across most smartphone brands, and we are manufacturer-accredited in many cases to repair faults covered by your phone's warranty - these repairs are completely free of charge.
Ending mobile phone insurance misery with 24/7 support and superior protection
When tech trouble strikes, we can save the day by offering you great protection and taking care of everything with no fuss.
Geek Squad offers you the mobile insurance you need through Aviva, so you're protected whenever you need to make a claim. And we're ultra speedy with our processing times.
For accidental damage, theft and loss claims, we aim to make decisions immediately, while most complicated claims are usually resolved within 72 hours.
Our Agents are standing by to help with and technology troubles, 24/7, 365.
|Features||Geek Squad Mobile Complete|
|Next working day replacement|
|Cover for unauthorised use||£10,000|
|Accidental damage, theft and breakdown|
|Technical Support||Geek Squad Mobile Complete|
|24/7 phone support:
expert assistance and advice over the phone
remotely locate, lock, block or wipe.
Once you take out Geek Squad insurance and tech support you’re covered for all sorts of exciting things. However, there are some exceptions. See a full list of our terms & conditions in our policy booklet (pdf).
Key areas we cover:
- Accidental damage to your phone, including liquid damage, that may affect how the phone works.
- Theft of your phone.
- Accidental loss of your phone.
- Breakdown of your phone after the manufacturer’s warranty expires.
- Cover for any accessories purchased from Carphone Warehouse up to £300.
- Unauthorised use cover up to £10,000. You must have notified your network provider within 24 hrs of discovering the incident.
- Worldwide cover for journeys outside the UK for less than 60 consecutive days.
- 24/7 expert technical assistance and advice over the phone and in-store to help with set up, customisation and sync, consultation, data transfer and troubleshooting.
- Remote assistance - linking to your smartphone to fix problems remotely*.
- Smartphone security* - remotely locate, lock, block or wipe the information on yourdevice if necessary.
*Compatibility and functions are dependent on operating system, device and connection.
What's not covered...
There some instances when our superheroes will be unable to come to your rescue. Please see below what’s not included in your Geek Squad Mobile Complete insurance policy.
Key areas we do not cover
- The excess you need to pay towards any claim (no excess on breakdown).
- Loss of stored information such as music, video or photos.
- Any claim when you have not paid your premiums.
- Any claim made more than 60 days of discovering the damage, theft, loss or breakdown.
- Any claim for theft or loss that occurs whilst the user has deliberately left the phone unattended and unsecured.
Other exclusions apply - please see your policy's full terms and conditions (pdf).
Helpful information at a glance
Remember you have 30 days from purchasing your new phone from Carphone Warehouse in which to take out a Geek Squad Mobile Complete protection plan.
Name of Insurer
Aviva Insurance Limited underwrites your insurance policy. When you take out your Geek Squad protection plan, you enter into two agreements: one with Aviva for your insurance and one with The Carphone Warehouse for Geek Squad Tech Support Solo. If one of these agreements is terminated, the other will automatically be terminated.
Period of Cover
Your period of cover for accidental damage, theft and loss starts from the date this policy is purchased. Your period of cover for breakdown starts from the date the manufacturer’s warranty expires.
,You will be provided with one month’s cover for each monthly premium paid and cover will continue on a month-by-month basis, up to a maximum term of five years from the date this policy was purchased for this device, after which your cover will cease.
Upon replacement of your product as per the Replacement Phone section, cover continues on the same basis as prior to replacement.
Large print, Audio and Braille
This protection 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*.
Making a Claim
If you need to make a claim, simply call our UK contact centre on 0800 458 6117* or 01708 609 120 between 8am-8pm Monday to Friday, 9am-6pm on Saturday and 10am-5pm on Sunday within 60 days of discovering the incident. Claims can be made at your nearest Carphone Warehouse store. Alternatively theft and loss claims can be processed over the phone or online.
Remember for unauthorised use claims you must contact your network provider within 24 hours of discovering the theft or loss.
Cancelling your Policy
You have the right to cancel your policy within 14 days of purchasing it. If you cancel your policy during 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.
You will not be entitled to any refund and cover will cease at the end of the month we were notified. See your policy document for full details on how to cancel your policy: Mobile Complete (monthly) or Mobile Complete (annual).
Please note you cannot cancel your policy in a Carphone Warehouse store. If you wish to cancel your policy, you can call 0800 458 6117.
Making a Complaint
We hope that you will be very happy with the service that we provide. However, if you are unhappy with any aspect of the handling of your insurance we would encourage you, in the first instance, to seek resolution by contacting us on 0800 458 6117*, or in writing either via the Geek Squad website at www.geeksquad.co.uk/contact or by letter addressed to Geek Squad, PO Box 358, Southampton SO30 2PJ.
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.
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 write to you 30 days in advance.
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.