Mobile phone insurance

Not all devices are included – the policy covers phones that;

• have a screen size of less than 7 inches (measured diagonally);
• are the manufacturer’s standard design and specification;
• cannot be used as a satellite phone; and
• not have been manufactured wholly or partly from precious or semi precious metals, stones or crystals.

For Silver and Platinum account customers, the phone you use on a daily basis is covered, this includes the phone used on a daily basis by a joint account holder. 

For Black account customers, family cover is included. This means the phone used on a daily basis by you, your partner and/or your children under 18 years old who live at home with you (under 23 years old if they are still in full time education and living at home with you outside term time).

Please note, phones owned by your employer are not covered.

The excess amount for a NatWest mobile phone insurance claim is £50 for repairs, where you take your phone to the technician, or they come to you. If you get your cover through a Silver account, there is a separate £100 excess fee to send your phone for repairs by post. In all cases, if we decide your device needs to be replaced, the excess you will need to pay is £100.

Where it is not possible to replace the phone with one of the same make and model, we’ll provide an alternative replacement phone which will be of at least equivalent technical specifications to the phone, but may be a different model, be made by a different manufacturer, or vary in features and functions. Replacement handsets are refurbished phones.

If you wish, you can register your phone and its IMEI number with us – it’ll make it quicker and easier if you need to make a claim. You can find your IMEI number, on the box or receipt for your phone, or by dialling *#06# on your phone’s keypad.

Don't worry - you're covered whether you've pre-registered or not, but you will need to register your phone using your IMEI to claim.

We offer a flexible set of repair options to our customers.

• “We Come to You, Mobile Repair” is our most popular option; our fleet of trained technicians will drive their mobile laboratories to your doorstep, and complete the repair inside the van.
• We also offer walk-in solutions to over 100 retail stores in the UK.
• Although we service the majority of the UK, geographic restrictions apply.

For our Silver account customers, we offer a mail-in repair service. This has a higher excess and you will be without your device for around a week.

You will need to provide information about your device and what has happened.

In some circumstances you will be required to provide additional information such as your latest bill. If required, this will be explained to you during your claim.

Yes, but be sure to keep your proof of ownership for your new phone, as it may be required. You don’t have to tell us you have changed your phone but it may make it quicker to process a claim. You can do this by registering your phone.

The number of claims you can make on your mobile phone insurance policy will depend on the type of cover you have, which will depend on the current account you hold with us.

If you have a:

• Silver account, then you can make one approved mobile phone insurance claim in any 12-month period.
• Platinum account, then you can make two approved mobile phone insurance claims in any 12-month period.
• Black account, then you can make four approved mobile phone insurance claims in any 12-month period.

Many home insurance policies will include mobile phone cover as standard. However, there are some things to consider here. Particularly when it comes to using your phone away from home.

All claims require an excess to be paid.

If, when we inspect your device, we are not able to repair it; you will be required to pay a ‘repair conversation fee’ of £50. This will update your claim to a ‘replacement’, and we will provide you with a refurbished device.

If your device is replaced, your broken phone will become the property of Likewize and must be returned.