Frequently Asked Questions

Whether you’re confused about cover, claims or cancellations, please feel free to take a look through our FAQs. We’ve done our best to answer some of the most common queries as thoroughly as we can.
If your question still remains unanswered however, please don’t hesitate to get in touch!

Yes! Pier Insurance is a specialist provider of mobile phone and tablet insurance policies direct to the consumer. The company is part of Pier Insurance Managed Services Ltd, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF and is authorized and regulated by the Financial Conduct Authority. FCA registration no. 311798.

The insurance is arranged by Pier Insurance Managed Services Limited and Underwritten by Inter Partner Assistance SA (IPA) which is fully owned by the AXA Partners Group.

Yes but all mobile phones or tablets must be purchased from a VAT registered UK supplier within the last 36 months (from the policy start date and dependent upon the nature of the actual scheme). This must be supported by a valid proof of purchase document.

No. Whilst every care is taken to ensure that our list is complete and up to date, the mobile phone and tablet market changes very often. Please contact us to give us the details of your mobile phone or tablet, and we will confirm if it is a model we can cover.

Pier Insurance will appear on all banking statements.

Your cover will begin as soon as your online payment transaction has been completed and you have received a confirmation email to this effect.

  • We provide flexible cover schemes from a genuine rolling monthly product to annual policies with a 12 month cover period. For annual cover periods we will contact you approximately one month before your renewal date and offer to renew the policy. If you do not tell us that you do not wish to continue your policy we will automatically process your renewal.

These were sent to you by email upon completing your purchase and also you would have received an SMS with a link. These are also available here – Products

Yes, you may cancel your policy at any time by contacting us on 0844 815 1010 or by emailing

Please call our Customer Support line on 0844 815 1010 with your policy number and the make and model of your new phone. We will then update your policy schedule.

Yes, please contact us and we can then send out a new policy schedule for your own records.

Contact us immediately on 0844 815 1010 so that we can reinstate your policy and ensure that your mobile phone and/or tablet remains on cover otherwise you may find we will not consider any claims during the period.

Please check through both the Policy Excess and Key Exclusions and Limitations to check for what is not covered by your policy.

Find details on how to make a claim here.

Ok don’t panic – notify your network provider and let them know so you can have your mobile phone or tablet barred to protect your minutes. Then report the loss, or theft, to the police within 24 hours and get the crime reference number, and get in touch with us on 0845 815 1010. If you are abroad don’t forget to inform the local authority to obtain a Police Report to support your claim.

Provide us with your proof of purchase which must include the date of purchase, IMEI or serial number of the mobile phone or tablet, and be in your name.

First, make a claim and we then arrange for the damaged handset to go directly to the repair centre, and they will issue a self-addressed envelope for you to get it there as quickly as possible. Just make sure you remove the SIM card, battery and another other accessories from it before you pop it into the bag.

First, make a claim and we will advise you from there as to the next step dependent upon whether the issue falls within the cover in your Terms & Conditions. If your mobile phone or tablet has simply stopped working you should contact the manufacturer as the issue is highly likely to be within your warranty you have with them.

We understand that speed is of the essence when you are without your mobile phone or tablet. For that reason, our service standard is to have a replacement device with you within 48 hours of a claim being approved.

Your policy is not a “replacement as new” policy so all mobile phone or tablet replacements may be brand new or refreshed ones – in the case of refreshed devices the quality is so high you will not be able to tell if it’s new or not as they are that good, and they also come with a warranty. Please note that refreshed devices may hold some non-original parts although standards are extremely high.

We will try our hardest to replace your cherished device with the same make and model, even the colour too if we can, and get it to you as quickly as possible once the claim has been agreed. In cases where your old device is no longer manufactured we will provide the nearest comparable model in a speedy and efficient fashion.

Naturally, we pride ourselves on the quality of our service, and the products we offer. However, should you need to make a complaint, please write to The Scheme Administrator at Pier Insurance Managed Services Ltd, Evolution House, New Garrison Road, Shoeburyness, Essex, SS3 9BF or telephone 0844 815 1010. Email

Your excess can be found in your Policy Excess documents.

It’s never a great time to ask for more money when handling your insurance claim but as premiums do not increase after having made a claim we ask that you pay the compulsory excess to keep it that way! In the meantime we will ensure your claim is handled promptly and professionally as only you would expect.

While we always aim to provide complete customer satisfaction we understand that on occasion some things simply don’t always turn out the way we expect. In these cases we would love to hear from you so that we can understand what went wrong and what needs to happen to put it right.

In that case share the great news with us and we will ensure that your claim is withdrawn. If a replacement has been sent keep it in the box and send it back and any excess that may have been paid to us will be refunded to you immediately.

Yes! Please call us on 0844 815 1010 or email us at and we will be happy to help.

Paul DeeksFAQs