11
What you need to know about the
claims process
• Repairs may be made using readily available
parts, or we may provide refurbished products
which may contain parts, which are of similar or
equivalent specification, and which may include
unbranded parts. This policy is provided in
addition to any manufacturer’s warranty that
applies to your mobile phone (“applicable
manufacturer’s warranty”). Nothing in this
policy is intended to affect your rights under the
applicable manufacturer’s warranty or your
statutory rights. If any repairs authorised by
us under this policy invalidate the applicable
manufacturer’s warranty, we will repair or
replace your mobile phone, as necessary, in
accordance with the terms of the applicable
manufacturer’s warranty for the unexpired
period of the applicable manufacturer’s
warranty.
• If we are unable to replace your phone with
the same make and model or a model of an
equivalent specification, we will contact you
to discuss an alternative claim settlement.
• If any lost, stolen or damaged items are
recovered after the claim is approved, they shall
become the property of the insurer and must
be returned to us immediately. Damaged mobile
phones and accessories, parts and materials
replaced by us shall become the property
of the insurer.
• Lifestyle Services Group handle all claims on
behalf of the insurer
What if your claim is rejected?
If you’re not happy with the claims decision,
we want to hear from you as soon as possible.
Please follow the complaints process.
Tell us when your details change
If you change your mobile phone, or you move
address, please tell us so we can keep our records
up to date.
Fraud
We do not tolerate any aspect of fraudulent activity.
We work closely and share data with other insurers,
law enforcement agencies and airtime providers to
identify fraud and support prosecution where the
appropriate evidence exists. Our Fraud Team works
tirelessly to prevent and detect fraud. We, and other
organisations, may access and use the information
recorded by fraud prevention agencies, from both
the UK and from other countries.
Your insurance policy forms part of the benefit
options available to you with Premier Tech Pack,
subject to you being a Qualifying Account holder.
You may choose whether to benefit from this policy
by registering a phone for cover and you may
de-register your phone at any time if you no longer
wish to benefit from this policy. Should you wish
to cancel this insurance policy, you will need to
notify us.
Your insurance will end if your Premier Tech Pack is
closed, or your Qualifying Account is closed or
switched to a non-qualifying account, you fail to
pay the monthly Premier Tech Pack fee or your
permanent residential address is no longer in the
United Kingdom.
The insurance may also be terminated by the
insurer giving you 30 days’ advance notice
in writing.
We may cancel this policy with immediate effect by
registered letter to you at your last known address
in the event of you submitting any fraudulent or
inaccurate information.
Making an enquiry or complaint
We will always try to be fair and reasonable.
If you believe we have not provided you with a
satisfactory level of service, please tell us so that we
can do our best to resolve the problem. The easiest
way to contact us is to call us on 0800 158 3198*.
We will do everything possible to ensure that your
query is dealt with promptly. Alternatively, you
can email
LSG.customerrelationships@lifestylegroup.co.uk
or write to:
Customer Services,
Lifestyle Services Group Limited
PO Box 98
Blyth
NE24 9DL
Please quote your mobile phone number in any
correspondence.
Lifestyle Services Group handle all queries and
complaints on behalf of the insurer.
If you are not happy with our decision you can,
within six months of our final decision, refer your
complaint for an independent assessment to:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567* / 0300 123 9123
Email:
complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk
It is important that when applying for insurance,
or submitting a claim you or anyone acting on your
behalf must take reasonable care to answer all
questions honestly and to the best of your
knowledge. Failure to do so may affect the validity
of your policy or the payment of your claim.
If false or inaccurate information is provided and
fraud is identified then we will:
• Not honour the claim and we will cancel
your policy.
• Report you to the relevant authorities and take
legal action, if necessary, to recover any money
already paid to you under this insurance policy.
• Put the details of the fraudulent claim onto a
Register of Claims through which insurers share
information to prevent fraudulent claims. A list
of participants and the name and address of the
operator are available on request.
• Pass the details to fraud prevention agencies.
Law enforcement agencies may access and use
this information. Other organisations may also
access and use this information to prevent fraud
and money laundering, for example, when:
– Checking details on applications for credit and
credit related or other facilities
– Managing credit and credit related accounts
or facilities
– Recovering debt
– Checking details on proposals and claims
for all types of insurance
– Checking details of job applicants and
employees
Please contact us 0800 158 3198* if you want to
receive details of the relevant fraud prevention
agencies.
Price of your insurance
This insurance is provided as a benefit of your
Qualifying Account, which is the Premier Current
Account, Barclays Bank Account or Barclays Basic
Bank Account to which your Premier Tech Pack has
been added, and the cost is included in the
monthly fee you pay for Premier Tech Pack.
Cancelling your insurance
You have a statutory 14 day period in which to
cancel your insurance contract. This period begins
on the date Premier Tech Pack is added to your
Qualifying Account or the date you receive your
policy document, whichever is the later. This period
begins from these dates irrespective of when you
register your details for cover. If you cancel within
this period and have paid your first monthly Premier
Tech Pack fee, it will be refunded. If you cancel at
a later date, you will not be refunded the monthly
Premier Tech Pack fees that you have paid.
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