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 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? 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.
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 device 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 device 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?
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 firstname.lastname@example.org, 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? 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 phone? Will my replacement phone be the same as my original phone?
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? 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 end up finding my phone? Can I cancel my claim if I end up finding 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.
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?
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