Your Tech Pack
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Welcome to your Tech Pack
Enjoy the peace of mind of knowing that the gadgets that are most
important to you are now protected – including your mobile. All for
£12.50 a month. You can find information regarding the type, value
and number of devices that can be covered in the Policy Document.
Don’t forget to add the web address below into your favourites so you
can keep us updated on the devices you own and in case you need to
make a claim. If you would prefer to call us to make a claim the
customer helpline number is also detailed below.
Registering your mobile phones and gadgets may simplify any
future claims experience
You can access your Tech Pack online by visiting techpackmobileandgadgetcover.co.uk where you can
manage which devices you want to register and make a claim should you need to. You can also register
your devices through our App which can be found through iTunes or GooglePlay, called Tech Pack
Mobile and Gadget Cover or call our customer helpline.
Mobile phones and gadgets are now covered for loss, theft, damage and breakdown (including faults) up
to a maximum value of £1500 including VAT at the time you purchased them.
Mobile Phone Insurance
It’s hard to imagine life without your mobile. With
Tech Pack, you can register up to 4 handsets at
any one time.
Make sure you have the make, model and IMEI
number (which you can get by dialling *#06#) to
hand.
Gadget Cover
Protect your essential gadgets such as tablets,
smartwatches, camcorders, digital cameras,
laptops, and more. For further help in
understanding what is or isn’t covered as being a
gadget please refer to "The cover you receive"
section of the Policy Document.
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You’ll find terms, conditions and exclusions for the features included
in your Tech Pack on the following pages (please read them carefully
so you’ll know what’s covered – and what’s not).
3 Tech Pack Insurance
17 Overdraft Daily Fees
18 About Our Insurance Services
20 Adding a Pack to your Current Account
Things to know
Your new Tech Pack
This product meets the demands and needs of
someone who requires insurance for their mobile
phones and gadgets, and does not already have
cover or is not happy with their existing cover.
Check you’re not covered elsewhere
To avoid paying for cover you don’t need, it’s
worth checking that you don’t already have similar
or overlapping cover on other packaged accounts
or policies.
Multi Pack Discount
When you add more than one Pack to the same
account, you’ll receive our multi-Pack discount of
£2 per month for each additional Pack you add.
Don’t forget you can now store your
documents securely on Cloudit
Cloudit is a secure, online, document storage
system that helps you organise your life. By saving
your proof of ownership such as till receipt or
documentation from your airtime provider into
your Cloudit, in the event you need to make a
claim, you’ll have all of your information at the
click of a mouse.
Changed your mind?
If you decide you don’t want this Tech Pack, you
have 14 days in which to cancel. This period
begins on the date your Tech Pack is added to
your Qualifying Account or the date you receive
your policy document, whichever is the later. If
you cancel within this period and have paid your
first monthly Tech Pack fee, it will be refunded
provided there has been no claim or incident likely
to give rise to a claim.
For your cancellation rights outside the 14 day
period please refer to the ’Removing a Pack’ in the
’Adding a Pack to your Current Account’ terms and
conditions.
Remember, your account is available without a
Pack, and with no monthly account fee.
To cancel, contact us on 0345 7 345 345, visit
your nearest Barclays Branch or tell us by writing
to Barclays, Leicester, LE87 2BB.
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Tech Pack Insurance
Policy Summary
Welcome to Tech Pack Insurance device cover, which is arranged by Lifestyle Services Group Limited as part
of your Tech Pack, subject to you having a Qualifying Account. The Qualifying Account is the Barclays Bank
Account, Barclays Basic Current Account, Student Additions, Higher Education Account or Premier Current
Account to which your Tech Pack has been added. Under this insurance policy we will repair or replace your
device(s) in the circumstances summarised below. These are explained in full detail in the Policy Document.
We want you to get the most out of this policy, and that means you need to be clear on what is and isn’t
covered. The Policy Summary and the Policy Document provide details of the insurance policy and you must
read them to ensure that the policy meets your needs. Full terms of the policy can be found in the Policy
Document. You may need to review this Policy periodically to ensure it continues to meet your requirements.
What you are covered for
This policy provides worldwide cover for mobile phones and gadgets owned by the named account
holder or family members who live at the same UK address as you (a family member is defined as your
spouse/partner and also children under age 18, or under age 23 if in full time education, and they are
living at home outside of term time). For each mobile phone or gadget to be covered it needs to have
been purchased by you for £1,500 or less (or have a retail market value equivalent where it was a prize
or gift) and up to the following policy limits:
• four mobile phones per Tech Pack – A mobile phone is defined as a device which is designed to
make and receive calls with a screen size of 7 inches or less (measured diagonally).
• unlimited number of gadgets – A gadget is defined as being a portable electronic device that
contains its own power source (for example battery or solar power) whose main function is
designed to support multimedia applications or obtaining multimedia content (for example
running apps from an app store, playing music and or videos, taking pictures, use of GPS etc).
Examples of what is covered as a gadget can be found in the “The cover you receive” section in
the Policy Document.
In order to be covered under this insurance policy, your device must be in full working order and any SIM enabled
devices must be able to connect to the network.
Where ‘device(s)’ is used throughout this Policy Summary and Policy Document it shall refer to both mobile
phones and gadgets.
• A maximumof 4 successful loss or theft claims for your mobile phones and 4 successful loss or theft
claims for your gadgets in a 12 month period per Tech Pack.
• Unlimited number of accidental damage or breakdown claims.
• Repair or replacement of your device, up to a maximumvalue of £1,500 (including VAT) per claim, in the
event of:
- loss
- theft
- damage
- breakdown (includingfaults)
• For network enabled devices, whichever limit is reached first for a single claim applies for unauthorised network
charges from the point that your device was lost or stolen and up to 24 hours after discovery of the loss or theft,
up to a maximum value of:
- £2,000 for contract devices (including VAT).
- £100 for Pay As You Go (includingVAT).
• Accessories that are lost, stolen or damaged at the same time as your device, up to a maximum value of £250
(including VAT) per claim.
What you are NOT covered for
• You will need to pay an excess of £75 for each successful claim which must be paid before your claim
will be settled. If multiple devices are involved in the same incident then each will be treated as a
separate claim and an excess will be payable for each device being claimed for.
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• More than 4 instances that give rise to an accepted loss or theft claim in any 12 month period for mobile
phones, and 4 instances that give rise to an accepted claim for loss or theft in any 12 month period for
gadgets where Tech Pack is added to your qualifying account. There is no limit to the number of
accidental damage or breakdown claims you can make. A full description is in the "What you are NOT
covered for" section of the policy document.
• Theft, loss, damage or breakdown where you have knowingly put your device at risk or you have not taken
care of it. Examples are provided in the "What you are NOT covered for" section of the Policy Document,
which you should read to help you understand the cover.
• Gadgets over 5 years old from date of purchase at point of claim.
• Any Device with a purchase price of over £1,500 when you bought it.
Duration of this policy
Your Policy will remain in place until it is either cancelled by you, your Tech Pack is closed or your Qualifying
Account is closed or switched to a non-qualifying account, you fail to pay the monthly Tech Pack fee, or
your permanent residential address is no longer in the United Kingdom.
Cancelling your insurance
You have a 14 day period in which to cancel your insurance contract. This period begins on the date Tech
Pack is added to your Qualifying Account or the date you receive your Policy Document, whichever is the
later. If you cancel within this period and have paid your first monthly Tech Pack fee, it will be refunded
provided there has been no claim or incident likely to give rise to a claim.
For your cancellation rights outside the 14 day period please refer to ‘Removing a Pack’ in the ‘Adding a
Pack to your Current Account’ terms and conditions within this Welcome Pack.
If you need to claim
- You should tell us about your claim as soon as possible after becoming aware of the loss, theft, damage
or breakdown of your device.
- For loss or theft claims, inform the Police and if your device is able to make and receive calls, your
airtime provider.
- You may need to send us proof that the device is yours, which for mobile phones should include the
make, model, memory size and IMEI number (details of how to find this number are in the section on
’Actions you will need to take...’), and for gadgets this should include make, model and purchase date.
- You can make a claim at techpackmobileandgadgetcover.co.uk, by using our Tech Pack device
insurance app, which can be found by searching for ‘Tech Pack Mobile and Gadget Cover’ through
iTunes or Google Play, or by calling the customer helpline on 0800 158 3199*.
Got a question? Need to make a complaint?
We want to make sure you’re happy. Should you need to talk to us, contact us at
techpackmobileandgadgetcover.co.uk or call 0800 158 3199*. If after making a complaint you are still
unhappy, you may contact the Financial Ombudsman Service.
Email: [email protected]
Web: financial-ombudsman.org.uk
Status Disclosure
This Policy is administered by Lifestyle Services Group Limited (Financial Services Register Number 315245)
with a single insurer, Assurant General Insurance Limited (AGIL) (Financial Services Register Number
202735). Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and
regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Lifestyle Services
Group Limited is authorised and regulated by the Financial Conduct Authority.
Financial Services Compensation Scheme (FSCS)
Assurant General Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS).
You may be entitled to compensation from the scheme in the unlikely event they cannot meet the liabilities
to you. General insurance contracts are covered for 90% of the entire claim with no upper limit. Further
information is available from the FSCS by calling 0800 678 1100 and online at fscs.org.uk
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Tech Pack Insurance
Mobile Phones: Gadgets:
Make Make
Model Model
IMEI Number Purchase Date
Telephone Number Purchase Price
Who is this policy designed for?
Summary Description
Devices are playing more of
a role in everyday lives and
it is important that we
ensure that they can
continue to be used as
frequently as needed.
This policy is designed for when you or a family member who lives at the same
address as the named account holder (a family member is defined as your
spouse/partner and also children under age 18, or under age 23 if in full time
education, and they are living at home outside of term time) has a device that is
not already covered under an insurance policy and you want to cover the cost of
repairing or replacing it against loss, theft, damage and breakdown including
faults, subject to an excess of £75 payable by you for every accepted claim. You
should consider this excess if you have a basic device to judge whether this policy
meets your needs.
It is important to note that
this insurance is offered on
the understanding that you
will take care of your device.
Having insurance does not mean that you can take risks with your device
which you would not take if it was not insured as doing so may result in
your claim being declined.
Further details can be found in the section ’What you are NOT covered for’.
We do understand that circumstances can be quite different when a claim event happens and we will make every
effort to take this into consideration when we review your claim.
The cover you receive
Risk you are covered for Benefits you receive
Devices that are owned by you or
your family members up to a limit
of £1,500 (including VAT), per
device
Thispolicy providescover for devices that are ownedby you or your
familymembers,where the price youpaidis up to a maximum
amountof £1,500(includingVAT)per device.
Devices refers to mobile phones and gadgets as defined below
• Mobile phone is a device which is designed to make and receive
calls with a screen size of 7 inches or less (measured diagonally)
Policy Document
This is your Tech Pack Insurance Policy. In this document you will find everything you need to know.
Please read this carefully to make sure this policy is right for you. If you have any questions then visit
techpackmobileandgadgetcover.co.uk. This policy constitutes an agreement between you and the
insurer, Assurant General Insurance Limited. The insurer has appointed Lifestyle Services Group Limited to
administer the policy. References to ‘we/us/our’ relates to Assurant General Insurance Limited and
Lifestyle Services Group Limited.
Registering your devices
While you are not required to register your devices, it may help to simplify the claims process for any future claims
by providing your device details in advance. This can be done:
• By visiting techpackmobileandgadgetcover.co.uk where you can manage all of your registered
devices and upload any supporting documents such as receipts or other proof of ownership.
• Through our Tech Pack device insurance app, which can be found through iTunes or Google Play
by searching for ‘‘Tech Pack Mobile and Gadget Cover”
• Or by calling the customer helpline
You will need the following information when registering your device:
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Risk you are covered for
Benefits you receive
Devices that are owned by you or
your family members up to a limit
of £1,500 (including VAT), per
device
• A gadget is a portable electronic device that contains its own
power source (for example battery or solar power) whose main
function is designed to support multimedia applications or
obtaining multimedia content (for example running apps from
an app store, playing music and/or videos, taking pictures, use
of GPS etc). The following is a list of examples to assist in
helping you understand this definition; Laptops, tablets,
digital cameras, smartwatches, video cameras and satnavs.
This list is not exhaustive and a list of items to help you
understand what we exclude can be found in the “What you
are NOT covered for section”
To be covered under this insurance policy your device must be in full
working order, with any SIM enabled devices able to connect to the
network. You cannot make a claim on a device which has already been
damaged, lost or stolen prior to you adding Tech Pack to your
qualifying account.
If you are unsure of whether or not your device can be insured please call us
on 0800 158 3199*
Your device and SIM card is
covered worldwide against:
• Loss
• Theft
• Damage
• Breakdown(includingfaults)
For all devices:
If your device is damaged or breaks down we will either:
• repair the device, or
• replace it with a device of the same make and model. If we cannot do
this you will be given a choice of models with an equivalent
specification.
If your device is lost or stolen we will replace it with a device of the
same make and model. If we cannot do this you will be given a choice
of models with an equivalent specification.
Replacements
• Where we replace the device the replacement may be a
remanufactured (not brand new) device.
• We will attempt to replace your device with one of the same colour
but we can’t guarantee to do this or replace any limited or special
edition device.
• Where we send you a replacement or repaired item, this will only be
sent to a UK address.
• In the event we are unable to provide a replacement we will contact
you to discuss an alternative claim settlement.
• Where you require one, if you are charged by your network for your
replacement SIM card we will reimburse you.
Unauthorised call coverage for
successful loss or theft claims on
network enabled devices:
- £2000 (including VAT) for contract
- £100 (including VAT) for pay as
you go
If your device is network enabled (has the ability to receive calls, texts, data
etc through a SIM card) and is lost or stolen, and you are billed by your
network provider, you will be covered for these charges up to 24 hours after
the discovery of the loss or theft, up to:
• £2,000 (including VAT) for contract devices
• £100 (including VAT) for PAYG
For example, if your device was stolen at 8am on Tuesday and you
discovered it missing at 11am on Wednesday, you would be covered for
charges made between 8am Tuesday and 11am Thursday:
We may require copies of network bills for contract devices or proof of
’Top-up’ to your credit on Pay-As-You-Go devices to support your claim for
unauthorised use.
If any accessories for your device
are lost, stolen or damaged at the
If your accessories are lost, stolen or damaged at the same time as your
device, or we have replaced your device as a result of a claim and the
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same time as your device you are
covered for these up to a value of
£250 (including VAT).
accessories are no longer compatible, we will replace them with accessories
of a similar specification or contact you to discuss an alternative settlement.
An accessory is an item which is intended to be used with your device with
the intent of protecting it or making it more useful, versatile or attractive e.g.
case, screen protector, headphones, charger, portable speakers or Bluetooth
headset. This is not an exhaustive list and is intended to provide examples of
what we mean by an accessory.
What you are NOT covered for
Summary
Description
Excess You will need to pay an excess of £75 which is payable for every successful
claim and must be paid before your claim will be settled.
In the event that multiple devices are involved in the same incident, these
will be treated as separate claims and an excess will be payable for each
device.
Gadgets over 5 years old We only cover gadgets which are less than 5 years old taken from the
date of purchase up to the date which you make your claim.
If 5 years or more have elapsed from the purchase date of your gadget to
the date you submit your claim, it will not be covered.
There is no limitation to how old a mobile phone is at the point of claim to be
covered.
Loss,theft or damageas a
result of not takingcare of
your device
We knowhow importantyourdevice is to youand we expect that
you will take care of it.If youdon’t take care of your device then we
may not pay your claim.
Taking care of your device means –
• Not knowingly leaving your device somewhere it is likely to be lost, stolen
or damaged. Just think, would you leave your wallet or purse there?
• If you need to leave your device somewhere then we expect you to lock it
away out of sight if at all possible. If you cannot lock it away then you
must leave it with someone you trust or concealed out of sight in a
safe place.
• Making reasonable enquiries to find your device if you think you have
lost it.
If you knowingly leave your device where others can see it but you cannot,
and your device is then lost or stolen, we may not pay your claim.
We will always take into account where you are and what you are
doing when we assess whether you have taken care of your device. If
we believe you have not taken care of your device, and have knowingly
taken a risk with it, we may decline your claim.
For example, if you knowingly do any of the below we may decline your
claim for not taking care of your device:
• leaving your device somewhere you can’t see it but others can.
• leaving your device on display in your car.
• leaving your device in the care of someone you don’t know well.
• if you are at the gym and you leave your device on a bench in the
changing rooms rather than taking it with you or locking it in a locker.
• in a cafe or pub you leave your device on the table when you go to pick up
your drink from the bar instead of taking it with you.
• intentionally damaging your device.
All of these examples increase the risk of it being lost, stolen or damaged and
may result in your claim being declined. The examples are to help you
understand what’s covered, and are not the only reasons a claim could be
rejected.
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Cosmetic damage We onlycover damageif it stopsthe normalfunctioningof your
device. If it is just a scratch or dent,andyour device still works as
expected, then we will not repair or replace it.
We know scratches and scrapes to your device aren’t nice but we are
here to fix your device when it isn’t working, or has damage to the
screen that could lead to injury or further damage to the phone. For
example, a scratched screen on a tablet or a mobile phone would not
be covered but a cracked screen would.
Contentsof your device We only cover the device, we don’t cover the contents. This means that
any pictures, software, downloads, apps, music or any other content is
not covered by this policy, so make sure you back it up regularly.
Keeping a back-up of all of the data that you store on your device is highly
recommended in order that these are not irretrievably lost in the event of
damage, breakdown, loss or theft.
More than the maximum number
of allowed loss or theft claims in
any 12 month period
There is a limit to the numberof successfulloss or theft claims that
can be made on thispolicy in any 12 monthperiod.This amountis:
• 4 lossor theft claims for mobilephones per Tech Pack
AND
• 4 lossor theft claims for anygadgets per Tech Pack
Each of these limits are independentof the other, so youcan have 4
successfulclaims on mobilephones AND 4 successfulclaims on
your gadgets in any 12 month period.Once youreach one of these
limits in any 12monthperiod your insurancewill continuebut you
will not be able to make a furtherloss or theft claimfor either
mobile phonesor gadgets,dependingon whichlimit youhave
reached,for any furtherincidents that happenbefore the
anniversaryof the first claim.
For example if you make a successful loss or theft claim on a mobile phone
on 1st January and a further 3 successful loss or theft claims on 1st May, 1st
June and 1st October you will not be able to make any further loss or theft
claims against this policy for incidents that happen prior to 1st January the
following year. As this means you have reached the limit to the number of
mobile phone claims, you would still be able to make claims for any gadgets
that are lost or stolen in that 12 month period.
There is no limit to the number of accidental damage or breakdown
claims you can make on your devices.
Devices purchasedover £1,500 If you paid more than £1,500 for your device it cannot be covered under
this insurance.
Other losses Any cost or loss that can’t be resolved by the repairor replacement
of yourdevice.
We don’t cover any loss of profit, opportunity, goodwill or similar
losses. We just cover the device, accessories and in the case of
network enabled devices, any claims for unauthorised network
charges.
ThirdParty Liabilities This policy is only to cover the devices which can be insured, there is no
insurance cover under this policy for any personal injury or property
damage caused by the device or usage of the device.
This is irrespective of whether or not any negligence was found to be a
contributory factor in the resultant loss or damage.
For the avoidance of doubt nothing in this Policy in any way limits or
excludes our liability for personal injury or death resulting from our
negligence.
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Any device that is not a mobile
phoneor a gadget
Thispolicy is only formobile phonesand gadgets.
For mobilephones,this meanswe only cover devices that are
designedto make mobile phonecalls with a screen size of less than
7in (measureddiagonally).
For gadgets,this meanswe only cover portable electronic devices
that contain their ownpower source,whose main functionis
designedto supportmultimediaapplicationsor obtaining
multimediacontent.
If youritem is required to be pluggedinto the mainselectrical
supply,or anotheritem continuouslyin order forit to operate, then
these itemsare NOT covered.
e.g. we don’t cover things such as televisions, monitors, satellite or
cable TV receivers, games consoles (X-Box, Playstation etc), fax
machines, wireless routers - these are examples and are intended to
help you understand what we determine a gadget to be and is not an
exhaustive list.
If you aren’t sure whether your gadget(s) would or would not be
covered then contact us so we can let you know.
Modifications If your device has been modified in any way we will only repair or replace
the device, we do not cover the modifications that have
been made.
Modifications are anything that changes the way your device looks or
operates from the original specifications. This includes things like being
unlocked from a network or other software changes, adding gems, precious
metals.
CounterfeitDevices We are unable to cover any devices that are manufactured in a way to
resemble devices made by another company in breach of any copyright
laws, or devices that are created by using parts from a number of
different devices.
Where we receive a claim for any device that falls into this category, we will
return the device to you unrepaired and the claim will be declined.
If we discover the device to be counterfeit after we have supplied a
replacement as settlement for a successful claim, we will take steps to
disable and recover the device and return the counterfeit to you.
Devices passedinto the care of
a businessor individualfor the
purposeof providinga service
Where your device is passedto a businessor individualfor them to
provide a service,they are solely responsiblefor the safety of your
device andare not covered under the terms of this policy.
You must therefore be satisfied that your device is suitably covered for
any theft, loss or damage that may occur while in their care. For
example:
- Delivery service such as a postal or courier service (this includes
when sending the device to us).
- Device repair service (other than our repair centre).
- Device customisation service.
Losses incurred as a result of the
sale of your device
We do not cover any loss of your device or anyloss of money
expected fromany transaction,throughthe sale or trade of your
device.
This is because the device will have been actively passed to an
individual or business and, therefore, no loss or theft has taken place.
We therefore recommend you take precautions if you sell your device,
such as:
- Ensuring your device is sent using a reliable and suitably insured
delivery service.
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- Waiting for payment (includingwaiting for cheques to clear) before
releasing your device.
- Using a secure payment service.
- Not accepting cash payments from people you don’t know (who
could be using forged banknotes).
Actions you will need to take on loss, theft, breakdown or damage to your device
Summary Description
If your claim is for a network
enabled device (e.g. mobile
phones, tablets), tell your airtime
provider if your device
is lost or stolen as soon as you can
If you don’t tell your airtime provider within a 24 hour period of
discovering the loss or theft of your device, you will be responsible for
any further charges.
As detailed in ’The Cover You Receive’ section, we only pay for unauthorised
network charges from the point your device is lost or stolen for up to 24
hours after you discover the loss or theft.
Please make sure you ask the network to block the SIM card and the device
in order to prevent both from being used by anyone across all UK networks.
If your device is lost or stolen
report it to the Police
Tell the Police about any lost or stolen device as soon as you can as it may
have been recovered. We will ask you to provide the Police reference
number before we will pay any claim for theft.
If you have any difficulty reporting your incident to the Police please contact
us and we can help guide you.
Report your claim to us as soon
as you can
We expect you to tell us about any claim as soon as possible after
discovery of the loss, theft, breakdown or damage.
If you don’t do this it makes it difficult for us to investigate your claim,
recover your device if it is lost or stolen, or stop any further damage to your
device. You can log your claim online or by telephone, it is really simple.
Report any lossor theft to the
place you believe it has been
lost in or stolen from
We expect you to report your device as lost or stolen to the place it was
lost or you think it has been stolen from.
Often devices are found and handed in to the place they were foundat.
We expect you to report the loss or theft of your device to the place
you think it was lost in or is most likely to be handed back to. We may
ask you to provide the details of where your device was lost or stolen
from and the actions you have taken to try to recover it.
For example, if you think you have left your device on a train, contact
the train line operator to see if this has been handed in.
If yourdevice has the
functionality,activate any
locationfinder appor software
to helpyou in retrievingit
This may also enable you to lock and wipe the data stored on your device.
Do not attempt to retrieve your device if you believe it to have been
stolen or if you are unfamiliar with the location. If you suspect your
device has been stolen, report this to the police.
Proofof ownership We need to knowthat the device, SIMcard andaccessories you are
claimingfor are yours.Therefore you mayneed to providesome
formof proofof ownership.
You may need to be able to tell us the make and model of your device.
We may ask to see something that tells us that the items you are
claiming for belong to you.
For mobile phones, this confirms:
- make, model, memory size, colour and IMEI number of your
mobile phone.
The IMEI number is the unique serial number for your mobile phone.
You can find it by inputting *#06# into your mobile phone. It should
also be on the documentation that came with your mobile phone when
you purchased it.
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And for gadgets confirms:
- make, model and date of purchase of your gadget.
For devices which make and receive calls, your airtime provider may
also be able to provide it to you.
Proof of ownership could include a till receipt or documentation from
your airtime provider. If you don’t have any proof of ownership we may
decline your claim.
Other documentation We mayask for additionalinformationanddocumentationin order
to assessyour claim.
This could include documentation to show when the device was last
used, when any loss or theft was reported to your network, or to verify
your identity. We will confirm what is required, if anything, during the
claims process.
If you have any problems in getting any supportingdocumentation we
require, please contact us so we can help in guiding you on how to
obtain these.
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How to make a claim
Summary
Description
Step One:
Please make sure you have read the "Actions you will need to take on loss,
theft, breakdown or damage to your device" section as this tells you what
we may need from you in order to settle your claim.
Step Two:
You should tell us about your claim as soon as you can after
discovering the incident. You can do this by contacting us by
- visiting techpackmobileandgadgetcover.co.uk.
- through our Tech Pack device insurance App, which can be found
through iTunes or Google Play by
searching for ‘‘Tech Pack Mobile andGadget Cover”.
- Or by calling the customer helpline on 0800 158 3199*.
Step Three: Damage or Breakdown claims
If your device has any software locking mechanism (e.g. Find My
iPhone/iPad) we will not be able to continue with your claim until you can
confirm that it has been removed.
Loss or Theft claims
If your device has the functionality, activate any location finder app or
software to help you in retrieving it. This may also enable you to lock and
wipe the data stored on your device. Do not attempt to retrieve your device
if you believe it to have been stolen or you are unfamiliar with the location. If
you suspect your device has been stolen, report this to the police.
Step Four:
You will need to pay your excess for every accepted claim.
Your excess can be paid by Visa, MasterCard and debit cards. (We do
not accept American Express or Diners Club cards.) Other payment
options may be available which we will advise you on at point of claim.
Step Five:
We will either repair your device or send you a replacement.
Accidental Damage and Breakdown
If you are sending your damaged device to us so we can repair or replace it
you must ensure that any locking mechanism (e.g. Find My iPhone/iPad) is
not in place before we receive it. If this is not done and we have already
replaced your device we may take steps to recover the one we have sent
you as part of your claim settlement, if we are attempting a repair to your
device it will delay your claim and it may be returned to you unrepaired in
order to remove any locking mechanism.
What you need to know about the claims process
For Loss and Theft claims:
• If your device has an IMEI number we will blacklist it to prevent it from being used. It is still important
for you to bar your SIM card with the network as soon as possible.
For Accidental Damage and Breakdown claims:
• When sending in your device, please DO NOT send in your SIM or memory card, any other accessories
or any other items that do not relate to the claim such as the manual or box as these will be
destroyed. We are unable to recover and return these items.
• When your device is received all remaining data will be erased as part of the claims process.
• Repairs may be made using readily available parts, or we may provide refurbished products which may
contain parts, which are of similar or equivalent specification, and which may include unbrandedparts.
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• Damaged devices and accessories, parts and materials replaced by us shall become the property of
the insurer. In the event that we have already provided you with a replacement device as part of the
claims process and you do not return the exact device that has been claimed for then we will take
steps to recover the device we have provided as part of the settlement process, or an equivalent cash
value. We will also take action to bar the replacement device in order to prevent it from being used.
For all claims:
• This policy is provided in addition to any applicable manufacturer’s warranty that applies to your device.
Nothing in this policy is intended to affect your rights under the warranty or your statutory rights; If any repairs
authorised by us under this policy do invalidate this warranty, we will repair or replace your device, as
necessary, in accordance with the terms of the warranty for the unexpired period.
• If we are unable to replace your device with the same make and model, we will contact you to discuss
an alternative claim settlement.
• If any lost, stolen or damaged items are recovered after the claim is approved, they shall become the property
of the insurer and must be returned to us immediately.
• Lifestyle Services Group Limited handle all claims on behalf of the insurer.
Whatif your claim is rejected?
If you’re unhappywith the claims decision, we want to hear from you as soon as possible. Please follow the
process below in the section ‘Making an enquiry or complaint’.
Makingan enquiry or complaint
We will always try to be fair and reasonable. If you believe we have not provided you with a satisfactory level
of service, please tell us so that we can do our best to resolve the problem. We will do everything possible to
ensure that your query is dealt with promptly. You can contact us by any of the following methods:
Online: techpackmobileandgadgetcover.co.uk
Email: [email protected]
Customer helpline: 0800158 3199*
Or write to:
CustomerServices,
Lifestyle Services GroupLimited
PO Box 98
Blyth
NE24 9DL
Please quote your mobile phone number in any correspondence so we can call you in order to discuss your
enquiry or complaint.
Lifestyle Services Group handle all queries and complaints on behalf of the insurer.
If you are not happy with our decision you can, within 6 months of our final decision, refer your complaint for
an independent assessment to:
The Financial OmbudsmanService
ExchangeTower
LondonE14 9GE
Telephone: 0800023 4567* / 0300123 9123
Email: [email protected]
Web: financial-ombudsman.org.uk
Nothing in these terms, including referral to the Financial Ombudsman Service, affects your statutory rights.
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Tell us when your device details change
To enable your policy to remain up to date, let us know if you change your device by visiting
techpackmobileandgadgetcover.co.uk or use our Tech Pack device insurance App to update your details.
Keeping your personal details up to date
If any of your personal details change, you will need to contact Barclays as soon as possible. Examples of
the change you should tell Barclays about include a change to your address or your name.
Fraud
We do not tolerate any aspect of fraudulent activity. We work closely and share data with other insurers, law
enforcement agencies, fraud prevention agencies and airtime providers to identify fraud and support prosecution
where the appropriate evidence exists. Our Fraud Team works tirelessly to prevent and detect fraud.
We, and other organisations, may access and use the information recorded by fraud prevention agencies,
from both the UK and from other countries.
It is important that when applying for insurance, or submitting a claim you or anyone acting on your behalf
must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do
so may affect the validity of your policy or the payment of your claim.
If false or inaccurate information is provided and fraud is identified then we will:
• Not honour the claim and we will cancel your policy. If an excess has been paid this will not be returned,
this is not a penalty this is to cover administration costs.
• Report you to the relevant authorities and take legal action, if necessary, to recover any money already
paid to you under this insurance policy.
• Pass the details onto your bank or our distribution partner providing this service as part of a wider offering.
• Put the details of the fraudulent claim onto a Register of Claims through which insurers share information
to prevent fraudulent claims. A list of participants and the name and address of the operator are available
on request.
• Pass details to fraud prevention agencies.
Law enforcement agencies may access and use this information. We and other organisations may also
access and use this information to prevent fraud and money laundering, for example, when –
- Checking details on applications for credit and credit related accounts or facilities.
- To prevent and detect fraud.
- Managing credit and credit related accounts or facilities.
- Recovering debt.
- Checking details on proposals and claims for all types of insurance.
- Checking details of job applicants and employees.
We and other organisations may access and use from other countries the information recorded by fraud
prevention agencies. Please contact us at 0800 158 3199* for details of the relevant fraud prevention
agencies.
Price of your insurance
This insurance is provided as a benefit of your Qualifying Account (the Barclays Bank Account, Barclays
Basic Current Account, Student Additions, Higher Education Account or Premier Current Account to which
your Tech Pack has been added), and the cost is included in the monthly fee you pay for Tech Pack.
Duration of this policy
Your policy will remain in place until it is either cancelled by you, or if your Tech Pack is closed, or your
Qualifying Account is closed or switched to a non-qualifying account, you fail to pay the monthly Tech Pack
fee or your permanent residential address is no longer in the United Kingdom.
Cancelling your insurance
You have a statutory 14 day period in which to cancel your insurance contract. This period begins on the
date Tech Pack is added to your Qualifying Account or the date you receive your policy document,
whichever is the later. If you cancel within this period and have paid your first monthly Tech Pack fee, it will
be refunded provided there has been no claim or incident likely to give rise to a claim.
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For your cancellation rights outside the 14 day period please refer to ‘Removing a Pack’ in the ‘Adding a Pack to your
Current Account’ terms and conditions within this Welcome Pack.
The insurance may also be terminated by the insurer giving you 30 days’ advance notice in writing.
We may cancel this policy with immediate effect by registered letter to you at your last known address in the event
of you submitting any fraudulent or inaccurate information.
Choice of law
English law applies to this policy. It’s written in English and all communication with you will be in English.
If we need to change the terms of the policy
In the unlikely event that the insurer needs to change the terms, we will give you 30 days’ notice in writing
to your last known address. This will only be for valid reasons such as to respond proportionately to changes
in the law or decisions of the Financial OmbudsmanService, to meet regulatory requirements, industry
guidance or codes of practice, or to proportionately reflect other legitimate cost increases or reductions
associated with providing the cover.
Financial Services Compensation scheme
Assurant General Insurance Limited is covered by the Financial Services Compensation Scheme. You may be
entitled to compensation from the scheme if they cannot meet their obligations. General insurance
contracts are covered for 90% of the entire claim, without any upper limit. You can obtain more information
about the compensation scheme arrangements by contacting the FSCS on 0207741 4100 or 0800 678
1100* or by visiting their website at fscs.org.uk.
Status disclosure
This Policy has been arranged and is administered by Lifestyle Services Group Limited (Financial Services
Register Number 315245)with the insurer: Assurant General Insurance Limited (AGIL) (Financial Services
Register Number 202735).Assurant General Insurance Limited are authorised by the Prudential Regulation
Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Lifestyle
Services Group Limited is authorised and regulated by the Financial Conduct Authority.
How we handle your personal information
We are committed to preserving the privacy of our customers. Please read the following privacy policy to
understand how we will use and protect the information that you provide to us. By registering with us, you
consent to the collection and use of your information under the terms of this privacy policy for the purposes
of effecting and administering this insurance policy. The information you provide will be used by us to supply
you with the services for which you have registered and we may use the information to contact you to
obtain your views on our services and to let you know about important changes to the services which we
offer. The information you provide to us about you and the device will be shared with your bank and the
Insurer. In order to prevent fraud we may share information with other insurers and fraud prevention
agencies where this had been detected.
We may contact you by post, mobile phone, text, fax, or e-mail. You will only be contacted by the methods
you have asked to be contacted by. Your information will not be used or disclosed other than in accordance
with this privacy policy, or without your permission, unless required by law. If you would prefer us not to
contact you to obtain your views and/or you change your mind in the future and would like us to stop
contacting you for this purpose, please write to:
CustomerServices
Lifestyle Services GroupLimited
PO Box 98
Blyth
NE24 9DL
The details of mobile phones reported lost or stolen will be submitted, where applicable, to the IMEI Database to
prevent further use. We may co-operate with the Police and any other relevant authorities or organisations in
connection with any misuse or suspected misuse of the services provided by us or other telecommunications
services provided by any member of our group of companies. If necessary, we may divulge information about you for
this purpose. You have a right to ask for a copy of the data held about you and you may ask us to make any
necessary changes to ensure that it is accurate and kept up to date.
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If you wish to do this, please contact the Customer Helpline on 0800 158 3199*. We are entitled by law to charge
you a fee of £10.00 to meet our costs in providing you with details of the information we hold about you. We employ
security measures to protect your information from access by unauthorised persons and against unlawful use,
accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law
requires. Any changes to our privacy policy will be notified to you in the appropriate way. All comments, queries and
requests relating to our use of your information are welcomed and should be addressed as specified above.
If we transfer your information to a person, office, branch, organisation, service provider or agent in another country,
we will make sure that they agree to apply the same levels of protection as we are required to apply to information
held in the UK and to use your information only for the purposes that we have permitted. You confirm that you
consent to transfers of your data outside the EEA for the purposes described in this policy.
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Overdraft Daily Fees
The fees shown here are variable, which means we can change them – although
we will let you know before we do this. Overdrafts, including fee-free amounts, are
subject to status and application, so the amount offered may be different to that
shown in the examples below. Overdraft facilities are repayable on demand and
you must be 18 or over to apply for one.
Daily fees are calculated on the daily statement balance and charged to your
account monthly.
Account type Fees Payable Representative example
Barclays Bank Account with
Overdraft Tier (where you have
a Pack)
No daily fees are charged on
arranged overdrafts up to £200.
When you go over your £200
limit, daily fees are charged on
the whole balance of your
arranged overdraft.
The daily fees are as follows:
Up to £200 No fee
Over £200 and
up to £1,000 75p per day
Over £1,000and
up to £2,000 £1.50 per day
Over £2,000 £3 per day
The maximumarranged
overdraft is £5,000
Fee-free overdraftup to £200
(subject to applicationand
status)while youstay within
that limit. £12.50per month
pack fee assumingyou have a
Tech Pack.
If youuse anoverdraftof
£1,200you will be charged
£1.50per daywhen you use it.
Premier Current Account,
Student Additions,
Higher Education Account
When you add a pack to one of these accounts, no additional fee-free
overdraft amount is available because these accounts already offer
preferential overdraft terms. You can find out more by visiting
www.barclays.co.uk/youroverdraft
Barclays Basic Current Account There are no overdraft facilities available on Barclays Basic Current
Account.
Emergency Borrowing
You can also apply for Emergency Borrowing, subject to status. It is repayable on demand and you must
be 18 or over to apply. Emergency Borrowing is a separate borrowing facility we can provide in addition
to or instead of an overdraft to help you cover unexpected or emergency payments. It is not part of any
overdraft fee-free amount available on the type of account you hold.
You can use our overdraft calculator at Barclays.co.uk/youroverdraft to see how much an overdraft and
Emergency Borrowing could cost you over a period of 31 days.
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About Our Insurance Services
In the following section‘we’ refersto Barclays
BankUK PLC.
Name and address of the insurance
intermediary
The registered address of Barclays Bank UK PLC is
1 Churchill Place, London E14 5HP.
Statutory Status
Barclays Bank UK PLC is authorised by the Prudential
Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation
Authority (Financial Services Register No. 759676).
Financial Services Register
You can check details of our Regulators and
Registration by visiting the ‘Financial Services
Register’ at fca.org.uk/register. You can also
contact the FCA Consumer Helpline on
0800 111 6768*.
Advice or information
We can only offer Mobile Phone Insurance and
Gadget Cover from single insurers.
The policies/terms and conditions of these features
are provided as part of the Tech Pack and may not
be the same as any stand-alone policy for a similar
product issued by Barclays.
If you obtained your Tech Pack by visiting a Barclays
branch or via the internet, the Tech Pack is provided
on a non-advised basis. As such, we have only
provided information on the Tech Pack and have not
made a recommendationabout the suitability of this
Tech Pack.
If you obtained your Tech Pack by telephone, the
Tech Pack is provided on an advised basis.
Your Feedback
We want to hear from you if you feel unhappy with
the service you have received from us. Letting us
know your concerns gives us the opportunity to put
matters right for you and improve our service to all
our customers.
You can complain in person at your branch, in
writing, by email or by telephone. A leaflet detailing
how we deal with complaints is available on request
in any of our branches, from the Barclays
Information Line on 0800 400 100* or at
barclays.co.uk. Alternatively you can write to
Barclays, Leicester LE87 2BB.
If we do not resolve your complaint internally to your
satisfaction, you may be able to refer it to the
Financial OmbudsmanService at Exchange Tower,
London E14 9GE (Tel: 0800 023 4 567
#
,
website: financial-ombudsman.org.uk ). The
Financial OmbudsmanService is an organisation set
up by law to give consumers a free and independent
service for resolving disputes with financial firms.
Details of those who are eligible complainants can
be obtained from the Financial OmbudsmanService.
Compensation Scheme
We are covered by the Financial Services
Compensation Scheme (FSCS). You may be entitled
to compensation from the scheme if we cannot
meet our obligations. General insurance contracts
are covered for 90% of the entire claim, without any
upper limit. You can obtain more information about
the compensation scheme arrangements by
contacting the FSCS on 0207 741 4100 or
0800 678 1100* or by visiting their website at
fscs.org.uk.
Change of insurer
From time to time for commercial reasons we may
decide to change the chosen insurer(s). If we do, we
will write to you at least 30 days before we make
any change, giving you details of the new insurer
and any variations to the terms and conditions of
cover.
In order to ensure continuity of your insurance you
hereby authorise us to transfer your data to any new
proposed insurer and consent to receiving its offer
of insurance. Your cancellation rights are not
affected.
Statement of Price
The premiumpayable for all associated insurance
products is £0.00.
The cost of your Tech Pack is £12.50per month.
There are no taxes or further costs unless otherwise
stated. If you cancel the Tech Pack, fail to pay the
monthly Tech Pack fee or your Qualifying Account is
closed, all associated insurance products are
cancelled. You are unable to cancel individual
insurance products..
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19
General Information
Governing Law
If you buy insurance in the United Kingdom, you can
choose which law to apply to your policy. Unless you
and the insurer make a written agreement saying
otherwise before the policy is issued, the law of
England and Wales will apply to this insurance.
Unless otherwise agreed the contractual terms of
this policy, all prior information and all
communications will be in English.
Termination Rights and Process
Cover will continue as long as you have Tech Pack
added to your Barclays Bank Account and the
benefit is provided as part of the Tech Pack.
Your personal details
All personal information about you will be treated as
private and confidential. We will use and disclose
information we have about you only in the normal
course of arranging and administering your
insurance, and will not disclose any information to
any other parties without your consent.
Data Protection Act
Under the Data Protection Act you have a right of
access to certain personal records. If you wish to
exercise this right, please write to the Data
Protection Team, Barclays Bank UK PLC, Knutsford,
Cheshire WA16 9EU. A fee will be charged for this
service.
Disclosure (in relation to insurance
cover provided as part of the Barclays
Current Account range)
You are responsible for providing complete and
accurate information to insurers when you take out
your insurance policy, throughout the life of your
policy. It is important that you ensure that all
statements you make on the proposal forms, claim
forms and other documents are full and accurate. If
you fail to disclose any information to your insurers,
this could invalidate your insurance cover and could
mean that part or all of the claim may not be paid.
Registered Office Details of the
Insurer
Mobile Phone Insurance and Gadget Cover
Assurant General Insurance Limited.
Registered Office: Assurant House, 6-12 Victoria
Street, Windsor, Berkshire. SL4 1EN.
Registered in England No: 2341082.
Assurant General Insurance Limited is authorised by
the Prudential Regulation Authority and regulated
by the Financial Conduct Authority and the
Prudential Regulation Authority. (Financial Services
Register number 202735.)
Lifestyle Services Group Limited.
Registered Office: Assurant House, 6-12 Victoria
Street, Windsor, Berkshire. SL4 1EN.
Registered in England No: 5114385.
Lifestyle Services Group Limited is authorised and
regulated by the Financial Conduct Authority.
(Financial Services Register number 315245.)
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Adding a Pack to your Current Account
A Pack is a set of services (such as insurance)
that can be added to a qualifying current
account. You can do this through Online
Banking or Barclays Mobile Banking, by calling us
or visiting a branch. These terms cover your Pack
and supplement and amend the Retail Customer
Agreement, which can be found in our ’Barclays
and You’ leaflet. If there’s inconsistency between
these and the Customer Agreement, these terms
take priority in relation to the Packs.
The benefits and services in the Packs may be
provided to you by another provider within the
Barclays Group of companies or by a provider
outside that group.
What’s a qualifying account?
You can only add a Pack to a Barclays Bank
Account, Barclays Basic Current Account,
Student Additions, Higher Education Account or
Premier Current Account or if you have another
account with us that we tell you is a qualifying
account.
Eligibility for Pack benefits
Before choosing a Pack, you should check that
you are eligible for the benefits under each policy
or feature (we will provide information to help
you do this). For instance, you may not be
eligible to claim for certain benefits because of
your age, you have a pre-existing medical
condition or some activities or equipment may
not be covered. You will only be covered by any
of the insurance benefits of Packs if you are a UK
resident. To count as UK resident, you must
spend at least 183 days a year within the UK.
What you pay
You pay a monthly fee for each Pack that you
add to a qualifying current account. You’ll find
the current fees in the ’Barclays Tariff for
Personal Customers’, which is available in
branch, by calling us or at barclays.co.uk/rca. No
part of a Pack fee is attributable to any particular
benefit or service in your Pack. You will not be
entitled to a refund or reduction in the Pack Fee
if you choose not to use a benefit or service,
you’re not eligible for a benefit or service, or it’s
not otherwise available to you.
You may be able to add additional features to
the services included in a Pack and we’ll tell you
what these cost before you choose to add them.
Removing a Pack
When you can remove a Pack:
For most Packs, you can cancel or change the
Pack at any time. However, if you took out a
Travel Pack or Travel Plus Pack on or after
1 September 2016, you must keep it for six
months from that date, and pay the Pack fee for
those six months. See below for more
information about the Travel or Travel Plus Pack.
We may not let you re-select the same Pack for a
certain period after you cancel or change it. We’ll
tell you if any restrictions apply when you cancel
or change the Pack.
You can cancel your Pack by calling us, visiting a
branch or by writing to Barclays, Leicester LE87
2BB.
When we can change or remove a Pack:
We may remove a Pack from your account if you
don’t pay the monthly Pack fee twice in a row, if
your account becomes inactive for six months, it
is no longer a qualifying account or for the
reasons set out in the Retail Customer
Agreement.
We can also close your account or remove a
Pack by giving you at least two months’ notice in
writing for any reason.
What happens when a Pack is removed?
If you cancel or we remove a Pack, you’ll no
longer be entitled to the benefits or services
included in it. When the last Pack is removed
from your qualifying account, you’ll no longer be
entitled to any fee-free overdraft that may have
been made available to you with the Packs.
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Travel Pack and Travel Plus Packs
You must have a Travel Pack or Travel Plus Pack
for a minimum term of six months from it being
added to your qualifying account, after which
you can cancel the Pack at any time. There are
some exceptions to this requirement:
• You cancel the Pack during the 14 day
cooling-off period. This starts the day you
receive your Welcome Pack
• You close your qualifying account
• You experience financial hardship due to
a significant change in personal
circumstances, for example, you’re
declared bankrupt
• You’re no longer resident in the UK, or you
reach 80 years of age
• Serious ill health, injury or mental incapacity
that prevents you from travelling or death
of an account holder
• You want to remove it after we have
notified you of an unfavourable change to
the terms of the Pack you hold, such as an
increase in price or a change in what the
Pack provides
• We remove the Pack or close your
qualifying account for the reasons set out
above.
When we can make changes to Packs
We review the Packs from time to time and may
make changes to them, including the benefits
and services included in a Pack or the providers
of these or the Monthly fee. We may also make
changes to the terms on which each benefit is
provided (such as changes to the terms of an
individual policy). We’ll give you 30 days’
personal notice before any changes like these.
If we make changes to a Pack, we may provide
information about you to any new provider to
make sure there is no interruption in the benefit
or service you receive. The new provider will use
your information to provide you with the
benefits and services.
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Barclays Bank UK PLC. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the
Prudential Regulation Authority (Financial ServicesRegister No. 759676). Registered in England. Registered No: 9740322. Registered Office:
1 Churchill Place, London E14 5HP.
Find out more
Online
barclays.co.uk/customisemyaccount
You can get this in Braille, large print or audio by calling
0800 400 100* (via Text Relay or Next Generation Text Relay if
appropriate). Barclays also welcomes calls via SignVideo for BSL
users. Visit barclays.co.uk/signvideo
Call monitoring and charges information
Calls to 0800numbers are free from UK landlines and personal mobiles, otherwise call charges may
apply. Please check with your service provider.
* Calls may be monitored or recorded for quality and training purposes. Calls to 03 numbers are charged
at the same rate as calls to 01 and 02 landlines, and will count towards any inclusive minutes you have
covering calls to landline numbers. Charges may apply when calling from abroad.
Item Ref: 9912255_UK Created: 04/18
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