All your questions about gadget and mobile phone insurance, are answered right here!
While you’ve probably got a 12 months manufacturer’s warranty this only covers you for mechanical breakdown. Our mobile phone insurance includes cover for cracked screens, liquid damage, accidental damage, loss (cover restrictions apply) and theft. Once your 12 month warranty is up, we cover mechanical breakdown too! More information can be found here.
Could you afford to simply replace a lost, stolen or damaged mobile phone out of your own pocket? Is it worth insuring? Could you be without it? Do you have a history of stolen, lost or damaged mobile phones? If so, it might be wise to get mobile phone insurance. If your mobile phone is an integral part of your life, you may wish to get mobile phone cover that ensures you’re back up and running as soon as possible.
We have a choice of cover, so that you can find the level of insurance that meets your needs. Our Essentials level of cover looks after you in the UK or abroad for breakdown, loss (mobiles only), theft, fraudulent use and accidental damage (yes, that includes cracked screens and dropping your mobile down the toilet). In addition, we have other levels of cover that insures you against unauthorised calls and includes mobile accessories cover, extended cover abroad (365 days a year) and liquid damage.
As with anything, you should always check that the cover and benefits are good value for money and you should always shop around.
Do remember, value isn’t always just price, it’s cover, benefits, service, peace of mind and knowing who’s got your back when you need it most. Here at NextGen, we pride ourselves on giving customers a choice of mobile phone insurance cover, so you can get the mobile phone insurance you want, at a price that’s right. And if something happens and you need us, we offer outstanding customer care and a quick claims service - our customer reviews speak for themselves!
Your mobile phone might be covered under your home insurance but the cover is unlikely to cover all of your needs and could leave you without a mobile phone for a considerable amount of time as home insurance claims can take a while to resolve.
Home insurance isn’t designed with your mobile in mind, so is unlikely to cover you for fraudulent use or unauthorised calls. Furthermore, if you claim on your home insurance, the excess you may be required to pay could be higher than the cost of having separate mobile phone insurance. Naturally, your contents insurance premium may then increase when your policy comes to renewal, due to the claim you made.
Please make sure you view the benefits and cover of each mobile phone insurance product before you make a decision. If you’re not sure, give us a call and we’ll help explain our cover options further.
Next Generation Insurance (NextGen) is an insurance intermediary (broker) and not an insurance company. We sell and administer mobile and cycle insurance products on behalf of insurance companies.
The underwriters that we work with are Axa Insurance, Astrenska Insurance and UK General Insurance.
Our mobile phone insurance products are designed for people who don't have their mobile phone insured elsewhere and who wants to cover the costs of repair or replacement should the mobile breakdown outside of the manufacturers’ warranty, be damaged, lost (cover restrictions apply) or stolen. You would be charged a claim excess and limitations and exclusions apply. These mobile phone insurance products are provided on the condition that you are a UK resident at least 18 years of age.
We’re committed to offering outstanding customer service and we’re proud of our fantastic customer reviews. However, if you feel that we haven’t lived up to these high standards, we’d love to hear from you and have the chance to make things right. get in touch however you wish and we'' provide all the information you need to make a complaint.
Yes, Axa, Astrenska, Zenith and UK General Insurance are covered by the Financial Services Compensation Scheme You may be entitled to compensation from the scheme if they cannot meet their obligations. General insurance contracts are covered for 90% of the entire claim, without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS on 0207 741 4100 or 0800 678 1100 or by visiting their website at www.fscs.org.uk
No. Any incident before your gadget or mobile phone insurance start date is not covered and any attempt to make a claim under these circumstances is an act of insurance fraud and is taken very seriously. If we ever suspect fraud, we'll seek a criminal prosecution so honest Customers are not impacted by those actions of a few.
You and your immediate family, as long as they live at the same address as you. By ‘immediate family’ we mean your Mother, Father, Son, Daughter and spouse.
Yes, your gadget will be insured for its market price and if you buy it with a discount we’ll still replace it with an identical or similar model if necessary.
When insuring your mobile make sure you select the correct model, including GB size.
We cover lots of things, and damage to your mobile phone is one of them. Cracked screens are covered and any damage that stops your phone working as it should. However, scratches and dents are just part of wear and tear and are not covered.
Loss cover is when your mobile has been accidentally left somewhere by you and you are permanently deprived of its use and unable to locate it. This, in simple terms, means you no longer have it and you do not know where it is.
We would consider insuring a device from an auction site, but it would need to be brand new and boxed, and you would need to be able to prove that to us. We do insure refurbished gadgets but they must have at least a 12 Month warranty.
Yes, we do insure contract mobile phones. You’ll need to ensure you select the correct mobile phone when purchasing mobile phone insurance with NextGen.
You need to make sure your mobile is safe and secure at all times. If you leave it unattended it should be locked up, out of sight or left with someone you trust. Failure to be sure that your gadget is safe could mean your claim is declined.
If you knowingly leave your mobile where others can see it and you can’t, and your mobile is then lost or stolen, we may not pay your claim.
We will always take into account the individual circumstances, however, we’d expect you to take good care of your mobile at all times.
Mobiles are worth a lot of money and as such we’d expect appropriate precautions to be taken to protect them at all times. For example, if you were sat in a coffee shop and needed to nip to order another drink or to the toilet, you couldn’t reasonably expect to leave your mobile on a table, unattended and for it to still be there when you return. Just think of your mobile as a bundle of cash, we’re pretty sure you wouldn’t leave that unattended either.
Yes, your mobile phone insurance covers you whilst you are outside of the UK (cover restrictions apply). If anything happens while you are away, you are covered but this doesn’t extend to repairing or replacing while you are out of the country. You must report the incident within 48 hours of your return to the UK and our claims team will manage repairs and replacements within the UK only.
We advise that you use the warranty cover where possible before making a claim on the mobile phone insurance policy.
Yes. If your phone is lost or stolen and falls into the wrong hands, we will cover you for call or data usage that is applied to your account. This would be after appropriate evidence is supplied and the claim is validated. Our cover starts at £2,000
No, we only cover the mobile itself. Any data, software, pictures, apps, music or any other content is not covered. In the event of your phone being sent to be repaired, we always ask you to back up your data, just in case.
Yes, we do provide cover for your accessories, our Premium and Ultimate policies will cover accessories to the value of £150, if they are lost, stolen or damaged with the main device insured.
We only cover the mobile itself and any mis-used data or calls. Any loss of earnings or profit is not covered under this policy.
We do not cover any modifications or previous repairs to your mobile phone
Yes, you should take good care of your mobile, keep it safe and secure, and don’t take unnecessary risks. We offer you protection for your mobile in the event that an unforeseen and unfortunate incident occurs.
Yes. Providing you own the mobile phone and have the original receipt for your purchase, you're covered.
Our discount and referral codes only work when you've visited us directly. So, if you've come via a comparison website such as Moneysupermarket, GoCompare or Uswitch your code won't work. Why? well, that's simple, our prices are always cheaper if you come direct to us.
Immediately after you purchase a policy with us we will automatically email you the mobile phone insurance policy schedule, the Insurance Product Information Document (IPID) and the policy wording (terms and conditions). All of these documents are also available to you in the NextGen Customer Area.
If you do want printed copies, just ask us by emailing hello@nextgeninsurance.co.uk but note we do charge £5 for this.
Premium and Ultimate - your gadget was purchased in the UK in the last 12 months, brand new or refurbished with at least a 12 month warranty
Essentials - your gadget was purchased in the UK in the last 24 months, brand new or refurbished with at least a 12 month warranty
Essential - We no longer offer our Essential product
If you renew your policy with us the age of the device at renewal is not a factor.
You need to be at least 18 years old to take out a mobile phone insurance policy with us. Also you need to be resident in the UK
You can pay for your mobile phone insurance policy annually or monthly. For monthly payable policies we set up a subscription for the monthly instalments and the premium will be taken from the bank card you have provided.
If you have a preferred day in which you would like payment to be taken, then start your policy from that day of the month. We are not able to change payment collection days once the policy is active because the payment date directly aligns with the policy cover periods.
For more details check out our claims page NextGen - How to Claim
In the event of a claim, there will be several pieces of information and documentation needed, depending on the nature of the claim and the requirements to fully validate the cover and incident circumstances. As a rule, you will need to provide the following:
If the mobile is lost or stolen you will need the following additional information:
We need to be sure that the mobile you are claiming for belongs to you, therefore you will need to evidence this should you need to make a mobile phone insurance claim.
We, don’t cover the cost of postage for you to send the mobile off for repairs; you will be sent all of the details on how to post your device at no cost to you.
Yes, our mobile phone insurance policies provide a 12-month warranty on any replacement and 90 days on repaired device.
Unfortunately, our mobile phone insurance doesn’t work that way. If your mobile has been stolen, you must report the theft to your network provider for blacklisting and to the police to get a crime reference number. Once you’ve completed these first two steps, you can report the claim to us and we will complete a full claims assessment and (if the claim is approved) we will issue you with a replacement device. You have the insurance to cover the cost of a new device, don’t spend your own money unnecessarily as we won’t be able to reimburse you.
All mobile phones have an IMEI number, this is the unique identification number for the mobile phone and is stored in the phone and on all of the paperwork that comes with the phone.
To find your mobiles IMEI number simply enter *#06# into your telephone keypad or head to > settings > about > IMEI.
The IMEI number allows us to perform checks on the device in the event of a claim, helping us to detect any fraudulent activity. By detecting and defeating fraud, we are able to keep premiums low for everyone.
Yes, you will need to report the theft or loss of any mobile to the Police within 48 hours of discovery. You will need to obtain a crime reference number in support of a theft claim, and a lost property number in support of an accidental loss claim, and send these to the claims team.
Yes, we’ll need you to report the theft or accidental loss of any mobile, within 24 hours of discovery to your Airtime Provider and blacklist your handset and send the confirmation that this has been done.
Our mobile insurance products are not ‘new for old’ and as such, any replacement mobile will be a refurbished model. It will be a 'like for like’ model and, where possible, the same colour. If there is not an identical model available you will be offered a suitable alternative which will be the same age and condition as the one you had.
Yes, for each approved claim there will be an excess to pay before the repair or replacement can be processed. Excess payments will be dependent on the value of your device and the policy cover that you have.
Just head over to NextGen Customer Area where you can log in with your mobile number or email address, we will send you a 6-digit code to enter securely. Here you will find the most recent terms and conditions that apply to your policy and the excess payment details are held here too.
Providing the damage occurred after you’d taken out the policy and after any claim exclusion period, you will be able to make a claim for the damage. If the claim is approved your mobile will be repaired if possible, if not replaced with a like for like refurbished model.
This can be a copy of the till receipt, delivery note, UK gift receipt or confirmation from your Network Provider that the mobile phone has been used by you.
We rely on you to provide true and accurate details when you take out a mobile phone insurance policy with us and when you report any claim to us. If false, inaccurate or misleading information is provided to us at any time this could invalidate your policy and any claim that you make.
You need to be aware that we take fraud very seriously. We have measures in place to detect and defer fraud. We pass any information we have to fraud agencies and other insurers. We will always prosecute if fraud is proven.
If your device cannot be repaired, our claims team will make contact with you to arrange a suitable replacement to be sent to you, and if this is not possible, in some cases you will be offered a cash settlement for the current market value of your device.
If you’ve purchased our Essentials mobile insurance product, you are limited to 2 claims per policy year.
Our Premium and Ultimate mobile insurance products have no limit to the amount of claims that you can make in a policy period.
No, we do not pay for any unauthorised repairs. We use a network of repair centres who are trusted to carry out high quality repairs and use the best available parts. We also need to be able to assess the damage to make the right decisions on whether to repair the mobile or send you a replacement.
Renewing your mobile phone insurance is simple. If you’re paying monthly and annually we’ll ensure you have continuous cover by auto-renewing, unless you advise us otherwise. The payments will be collected via your stored payment card details, don’t worry, before renewing your mobile insurance we’ll write to you with the renewal terms, mobile policy and schedule. If you don’t wish to renew your mobile policy just get in touch on 01206 688097 or e-mail us at hello@nextgeninsurance.co.uk
If you’ve changed your mobile and you want to renew your new gadget, just give us a call or log in online and let us know.
If at any time you need to insure new devices, head over to www.gonextgen.co.uk and view our products and make a purchase, don’t forget to use your second device discount or your unique referral code.
When we send your mobile phone insurance renewal invite your insurance schedule, IPID (insurance product information document) and policy terms and conditions will be included.
These documents are also stored in the NextGen customer area, which you can log on to at any time. Head over to NextGen Customer Area where you can log in with your mobile number or email address.
Our renewal process is automated, if you haven’t received your mobile phone insurance renewal invite, just get in touch or log into the NextGen Customer Area where you can view all of your policy and renewal documentation. Just log in with your mobile number or email address.
We’ll automatically collect your premium for the mobile phone insurance policy renewal, unless you’ve told us not to. We’ll use the stored payment card details to collect the renewal premium. If your payment card or details have changed, just head over to the NextGen Customer Area and amend your payment details or get in touch at hello@nextgeninsurance.co.uk of give us a call on 01206 688097.
Your mobile phone insurance policy will automatically renew, be it monthly or annually however if you no longer want the policy to renew, let us know.
If you don’t renew, the terms and conditions of a new policy must be met. For example, the mobile may have to be under 12 months of age and have a minimum warranty of 12 months if it was purchased as refurbished.
If you decide not to renew your mobile phone insurance, we will lapse your policy with effect from the renewal date and time. If you’ve forgotten to let us know that you’d like to lapse your policy and inform us within 14 days of the renewal date, we’ll lapse your policy and refund your renewal premium, less any charge for administration. Any cancellation following 14 days of the renewal date will be treated as a cancellation and the cancellation fee of up to £15 may apply.
You will be issued with new terms and conditions with your mobile phone insurance renewal pack and these will apply to the policy renewal. If any terms and conditions have previously updated you’ll be made aware, equally, if any terms and conditions are changed from your renewal date, we’ll let you know.
This is a section of our website designed for you. It is the place you can access and update all of your personal details and your billing information. You can view your mobile phone insurance policy schedule, the Insurance Product Information Document (IPID) and the policy wordings (T&Cs).
You can report a claim, make contact with us and if needed and send a request to cancel your policy.
You can log in using your mobile phone number or an email address. We will send you a 6 digit code to enter to get access.
You can send an email to the customer support team, hello@nextgeninsurance.co.uk, just give a brief description of the problem and we will help you out.
No, policies can not be purchased from the customer area, head over to our quote and buy page on https://buy.gonextgen.co.uk
To make changes to your personal details, including your payment details, head over to the NextGen Customer Area.
If you want to change your mobile phone that's insured just log in and let us know and we will consider the request and calculate any change in premium and get right back to you.
Unfortunately, we’re unable to process change of payment collection date requests.
You can cancel a mobile phone insurance policy by logging in to the the NextGen Customer Area. Information about how we will process your cancellation are outlined in the terms of business and the terms and conditions of your policy. The key points to note are:
NextGen unique referral codes are simply a way for us to reward you for telling your friends/family/social networks about NextGen. Every time your unique referral code is used to purchase a new mobile phone insurance policy, we'll give you £10 and your friend £5 off their premium.
When you purchase a mobile phone insurance policy from us we'll issue you with your unique referral code via e-mail & SMS.
You can share the code on any channel and with anyone. So go ahead, share it on Facebook, Insta, Twitter, Text, E-mail or over the telephone! If someone uses your code you're quids in, simple.
Now this is ultra simple! To withdraw your earnings, you just log in to our Customer Area, locate your 'NextGen Cashpot' click on 'View/Withdraw' and withdraw your cash! Don't worry, there's nothing stopping you saving the cash up, withdrawing every time you've had a friend use your code or withdrawing it all as a lump sum - it's your money and therefore your choice!
The entire process is automated so if you have mobile phone insurance with us, your unique referral code should be with you both on e-mail & SMS, immediately upon purchase.
If for any reason that's not happened just email us at hello@nextgeninsurance.co.uk and we'll get it sorted for you.
Discount codes are often used with businesses that we partner with to offer their staff/membership/community a discount off their gadget or mobile phone insurance.
Simply enter it into the Discount/Referral code field when purchasing a policy or obtaining a quotation and providing it's a valid code, your quote will automatically reduce and you'll see the saving in the premium field. As an extra bonus, when you enter your code, the premium not only reduces but so does the insurance premium tax (IPT), the more you save the less tax you'll pay!
If you would like to be considered for a group or corporate discount, please get in touch with as via email to hello@nextgeninsurance.co.uk
Confirm how many people you're going to be sharing the discount with and the nature of the business or the type of organisation you represent. We will consider your request and get back to you quickly.
Sorry about that, we’re always reviewing and updating our FAQ’s. Just email us at hello@nextgeninsurance.co.uk. We aim to answer emails quickly, even at the weekends.
Alternatively, you can call us on 01206 688097 between 9am & 5pm Monday to Friday. Our phone lines are closed at the weekend, but you can still e-mail us.
