Everything you need to know about Virgin Media Protect
What exactly am I covered for?
With Virgin Media Protect you’ll have worldwide protection against:
- Theft (including if your phone 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 phone)
- 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.
How do I make a claim? How do I make a claim?
We know how frustrating it can be when something happens to your phone, that’s why we’ve made it super easy to make a claim online:
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.
What if my phone’s been lost or stolen? What if my phone’s been lost or stolen?
Call one of the following as soon as you can so we can get it blocked.
If you’re in the UK, call 0345 6000 789
If you’re abroad, call +44 7953 967 967
If your phone has been stolen, you should report the theft to the police to get a crime reference number. You may need this during your claim.
What if something happens when I’m abroad? What if something happens when I’m abroad?
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 phone out to you whilst on holiday, we’ll always aim to get it to a UK address the very next day.
Can I sign up to Virgin Media Protect anytime? Can I sign up to Virgin Media Protect anytime?
Afraid not, you can only sign up for Virgin Media Protect at the time you start your phone contract.
Can I cancel Virgin Media Protect anytime? Can I cancel Virgin Media Protect anytime?
Absolutely. If you cancel within 28 days from the day you started the policy, you’ll be refunded for any charges paid. If you cancel after 28 days, cover will finish at the end of the period you’ve already paid for.
To cancel you can either call 0345 030 3291, email firstname.lastname@example.org, or write to: Virgin Media Protect, PO Box 670, Brentford, TW8 1DA.
Will my replacement phone be brand new? Will my replacement phone be brand new?
Your replacement phone will be ‘as new’ which means that it may have been returned or refurbished. They will always be the same quality as a new phone, and will come with a fresh 24 month warranty.
Will my replacement phone be the same as my original phone? Will my replacement phone be the same as my original phone?
We always aim to get you a replacement phone of the same model and colour. If this isn’t possible for any reason then we’ll send an alternative that’s just as good.
What happens if I miss the delivery of my replacement phone? What happens if I miss the delivery of my replacement phone?
We’ll attempt two deliveries of your replacement phone. After that, if we still haven’t got the phone to you, you'd need to get in touch with DPD to rearrange delivery with them.
Can I cancel my claim if I end up finding my phone? Can I cancel my claim if I end up finding my phone?
Absolutely. You can cancel the claim any time. If your replacement phone is already on its way, you can refuse delivery, and it'll be returned to Asurion and your excess fee will be refunded.
If you find your phone after you've received your replacement, you'll need to return the replacement phone to Asurion in the original packaging.
To return it, simply pop it in the prepaid envelope provided when Asurion sent your replacement. 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.
Don’t forget to call to advise us you’ve found your phone. Once we receive your replacement back, we'll refund the claim excess fee to you.
What do I do if I want to complain about Virgin Media Protect? What do I do if I want 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.
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
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 can I access my Terms & Conditions? How can I access my Terms & Conditions?
Virgin Media Protect is administered by Asurion Europe Limited (authorised and regulated by the Financial Conduct Authority - reference number 502545) and underwritten by WDP Insurance Limited (authorised and regulated by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority - reference number 786246).