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Make a claim - Phone care

If the unexpected happens, and you need to make a claim we’re here to make the process as smooth as possible.

What you need to do before you make a claim.

If you are making a claim for a fault or accidental damage, you will have to bring your device to us in-store within 60 days of discovering what's happened. To find your nearest Carphone Warehouse, please use our store-locator.

If your phone is lost or stolen, you can make a claim here. However, it is very important that you do the following before contacting us:

  • If the phone has been lost you should report the incident to the police within 48 hours and get a loss reference number if they provide them.
  • If the phone has been stolen you must report the incident to the police within 48 hours and make sure to get a crime reference number.

The Carphone Warehouse

Have you completed the steps above?

The below Theft/Loss Claim form is for Geek Squad customers who purchased through Carphone Warehouse only.

To make a Theft/Loss claim online, follow the steps below and fill in the form on this page. We’ll be in touch within 48 hours of receiving your completed form.

For any other claim (including Best Buy customers), or if you cannot complete the form below, please contact us on 0800 458 6117. (Opening times: 8.00-8.00 Mon-Fri, 9.00-6.00 Sat, 10.00-5.00 Sun)

How to make a claim

You will need the following information before you get in touch with us to make your claim:

  1. Your personal details
  2. The insurance policy number (shown on your certificate)
  3. Purchase date of the handset
  4. The crime reference number from the police (for theft claims)

Online Theft/Loss claim form

Please complete all the fields in the form to proceed with your request

Online Theft/Loss claim form

If your phone has been lost or stolen we will need verification from your network provider that the phone has been blocked. We recommend you contact them as soon as possible as this will also limit any charges you may incur for unauthorised use. Please speak to your network provider for more details.

If your phone has been stolen, you must report it to the police, and request a crime reference number (CRN) before your claim is submitted. You will be required to provide the CRN to substantiate your claim. If you cannot obtain a CRN, please call us on 0800 458 6117.

Both of these will be verified prior to your claim being accepted, and we may ask you to provide written evidence of either.

Please be aware that deliberately providing false information as part of your claim is a crime. Geek Squad are committed to protecting our customers by identifying and investigating fraudulent claims. The details of fraudulent claims may be passed to the Police and other relevant authorities, and may also be placed on a register of claims through which insurers share information.

Please read this declaration carefully and then tick the box beneath to confirm that you have read an understood it.

The information I provide in support of my claim is true and accurate to the best of my knowledge, whether I, the policyholder, or someone on my behalf, completes the claim form. I understand that The Carphone Warehouse may ask for further information in support of my claim. I agree to provide any further information if requested.

Personal Details
Claim Information