All FAQs

People contact us with a range of complaints about mobile phone insurance - whether they're having problems claiming for a broken phone, or they're unhappy with insurance that was automatically added when they bought a phone.

We can't usually help with general problems with mobile providers - but we can point people in the right direction.

When we look into complaints about mobile phone insurance, we consider things like whether the terms and conditions were applied fairly - and whether any important exclusions were explained.

And if we decide something's gone wrong, we'll consider whether someone's lost out as a result - and what the business needs to do to put things right. This could mean paying all or part of a claim or refunding insurance premiums.

You can find case studies showing our approach to specific problems in our regular newsletter, Ombudsman News.

And if you've got any other questions, get in touch.