Claims procedure

‘We take the strain out of making a claim’

What to do in the event of a claim

Here at Pier Insurance we know that being without your phone can be difficult enough without battling against lengthy and complicated insurance paperwork.
Our claim process has you, the customer, at its heart and we love to make things straightforward and quick so that you can be reunited with your device.

Contact methods

Write to the Claim Department:
Pier Insurance
Evolution House
New Garrison Road


Claim hotline number 0844 815 1010 – our claims team are waiting to help you Monday to Friday 9am to 5.30pm.

The claim process in a nutshell:

  1. Report any incidents of theft or vandalism to the police within 48 hours and obtain a crime reference number.
  2. Advise us by telephone as soon as possible (and always within 48 hours) on the claims hotline number 0844 815 1010 or via email at
  3. Provide at your own expense a claim form and all details and evidence as may be reasonably required within 30 days of receipt. We won’t proceed with your claim until all required information has been supplied.
  4. We will also require your proof of purchase which must include date of purchase, serial /IMEI number of the device. It must also be in your name.
  5. In the unfortunate event of loss or theft you must notify the appropriate airtime provider within 24 hours of discovery and blacklist your handset, or mobile network enabled device. We will process your claim under the terms and conditions of the policy based on the first reason notified to us. If your claim is not covered and you change the reason we consider this fraud and as such will be notified to the appropriate agency.


Telephone: 0844 815 1010


Failure to comply with the above may result in your claim being delayed or rejected.

Paul DeeksMaking a Claim