Virgin Mobile Insurance
Everything you need to know about your mobile insurance - Virgin Mobile Protect.
In this article
What does Virgin Media Protect Cover?
With Virgin Media Protect you’ll have worldwide protection against:
- Loss
- Theft (including if your device was unattended at the time it was stolen)
- Accidental damage (including cracked screens and liquid damage)
- Malicious damage (caused by someone who doesn’t have your permission to use your device)
- Pet damage
- Usage by family and friends
- Out of warranty breakdown
There are some conditions and exclusions on what you can claim for, to read about these please see your Terms and Conditions.
If you have Virgin Media Protect Damage Cover please read our Virgin Media Protect Damage Cover FAQs. If you’re unsure which Virgin Media Protect product you have please refer to your Welcome Pack.
How do I make a claim?
The last thing you want is to go deviceless for long, so we’ve made our claims and repairs process fast and easy, just like it should be. You can claim online 24/7 right here:
If you’d like to speak to someone instead, you can give us a call on 0345 030 3291*.
If your claim is accepted before 8:30pm Monday to Friday, or by 2:30pm on weekends, and the delivery is being made to the British mainland, you should get your replacement handset the next day (providing it’s not on a bank holiday). For claims outside these times, you should receive it within 2 working days.
Can I sign up to Virgin Media Protect any time?
Unfortunately you can no longer sign up for Virgin media protect from 1st July 2022
Can I cancel Virgin Media Protect any time?
Yep! Virgin Media Protect is completely flexible with no fixed contracts. Your policy isn’t connected to any other contract that you have with Virgin. If you'd like to cancel your Virgin Media Protect you can either call us on 0345 030 3291*, email us at virginmedia@asurion.com, or write to us at Virgin Media Protect, PO Box 670, Brentford, TW8 1DA.
If you cancel within 28 days from the start of your policy (and you haven’t made a claim) we'll refund you any premium paid. If you cancel after 28 days, your cover will finish at the end of the period you've already paid for.
Will my replacement phone be brand new?
Your replacement device will be ‘as new’ which means that it may have been returned or refurbished. They will always be the same quality as a new device, and will come with a fresh 24-month warranty.
Will my replacement phone be the same as my original?
We always aim to get you a replacement device of the same model and colour. If this isn’t possible for any reason, we’ll send an alternative that’s just as good.
What happens if I miss the delivery of my replacement phone?
We’ll attempt two deliveries of your replacement device. After that, if we still haven’t got the device to you, you'd need to get in touch with DPD to rearrange delivery with them.
Can I cancel my claim if I find my phone?
If you find your device before your replacement has been delivered, you can refuse delivery and contact us to cancel your claim. The replacement device will be returned to Asurion and your excess fee will be refunded.
If you find your device after you’ve received your replacement, you’ll need to contact us and return your original device to us to avoid paying a non-return fee.
To return your original device simply pop it into the prepaid envelope provided with your replacement device. Make sure you ask for proof of postage at the Post Office (which is free), this means you're covered if anything happens to it in the post.
How to complain about Virgin Media Protect
You can call, email or write to Asurion (our insurance provider) to complain at any time. If we can't resolve your complaint right away, we'll email or write to you within five working days to explain the next steps. If the issue still isn't resolved within two weeks, Asurion will contact you again to keep you up to speed on what’s happening. See below details of how to contact them.
Call: 0345 030 3291* between 8am-9pm Monday-Friday, 9am-6pm weekends (closed Bank Holidays). Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02.
Email: virginmedia@asurion.com
Write: Virgin Media Protect, PO Box 670, Brentford, TW8 1DA
If you're not happy with the outcome of your complaint or Asurion haven't given their final response within 8 weeks of you raising your complaint, you can contact the Financial Ombudsman Service (FOS):
Call: 0800 023 4567* (Freephone) or 0300 123 91234*
Email: complaint.info@financial-ombudsman.org.uk
Write: Exchange Tower, London, E14 9SR
You need to contact the FOS within 6 months of receiving Asurion's final decision. The service is free and Asurion are bound by any decision the Financial Ombudsman reaches. This won't affect your statutory rights or prejudice your right to take subsequent legal proceedings. See financial-ombudsman.org.uk for more details.
How do I access my Terms and Conditions?
You can call us on 0345 030 3291*, 8am-9pm Monday to Friday and 9am-6pm weekends (we’re closed Bank Holidays). Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Calls from landlines and mobiles are included in free or inclusive calls packages. The insurer is WDP Insurance Limited.
How to request proof of purchase
If you’ve been asked for a Proof of Purchase for your mobile as part of an insurance claim, read on for details on when we can provide this. Remember if you’ve lost your phone or had it stolen, make sure you’ve let us know. See Virgin Mobile phone lost or stolen? for details on how to do this.
We can send a Proof of Purchase if you bought your handset directly from us. If you took out our Virgin Mobile Protect insurance with your Pay Monthly phone, we’ll take care of everything when you make a claim and you don’t need to ask us for Proof of Purchase.
If you didn’t buy your handset directly from us, we don’t have a record of your purchase even if it’s been sold as part of a Virgin Mobile deal, so can’t provide proof. Please contact the company you purchased your handset from.
We won’t provide a Proof of Purchase for our Pay Monthly or Pay As You Go SIM only deals, as SIMs have no value.
The Proof of Purchase will show:
- Your order number
- Your Virgin Mobile phone number
- IMEI or serial number
- Date incident reported
- Date your Virgin Mobile handset and SIM were blocked
- 3rd Party Insurance Case Number (where provided)
Simply download the form below, fill it in and email it back to us. We’ll email you your Proof of Purchase within 24 hours, and we’ll send a copy directly to your insurer if you’ve asked us to do so.
Virgin Media Protect provides cover wherever you are in the world, so if the worst happens when you’re on holiday, you’ll be covered.
You can start your claim while you’re away or wait until you get back. Whilst we can’t send your replacement device out to you whilst on holiday, we’ll always aim to get it to a UK address the very next day.
*Call costs may vary
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