Regulatory Document
Insurance Product Information Document (IPID)
Company: TechHouse Mobile Insurance Services | Product: Mobile Device Protection Plan
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This document provides a summary of key information relating to the insurance policy. Complete pre-contractual and contractual information on the product is provided in the full policy documentation below.
What is insured?
Subject to the plan tier selected (Theft & Damage or Theft, Loss & Damage):
- Accidental Damage: Repair or replacement if your handset suffers physical damage (including cracked screens, drops, liquid damage) that affects device functionality.
- Theft: Replacement with a refurbished handset of identical specification or equivalent if your device is stolen.
- Loss (Theft, Loss & Damage Plan only): Replacement if you accidentally lose your device and are unable to recover it.
- Mechanical Breakdown: Breakdown occurring after the manufacturer's warranty expires.
- Gadget Helpline: Dedicated technical advice and assistance to help resolve device issues.
- Worldwide Cover: Up to 60 days per calendar year when traveling outside the United Kingdom.
What is not insured?
- Negligence or Deliberate Acts: Damage, loss, or theft resulting from intentional acts, lack of reasonable care, or leaving device unattended in public.
- Cosmetic Damage: Scratches, dents, or minor wear and tear that does not impair normal operational use of the handset.
- Unauthorised Modifications / Repairs: Repairs undertaken without prior authorization via our Claims Portal.
- Loss under Plan 1: Loss is excluded under the 'Theft & Damage' plan unless you selected 'Theft, Loss & Damage'.
- Software & Data: Loss of data, apps, downloadable content, or operating system reinstalls.
Are there any restrictions on cover?
- You must be a UK resident aged 18 years or older.
- The insured handset must have been purchased in the UK in good working order.
- A fixed policy excess applies per approved claim depending on your device value bracket.
- Maximum of two (2) successful claims in any consecutive 12-month period.
Where am I covered?
Cover applies anywhere within the United Kingdom (England, Scotland, Wales, Northern Ireland, Isle of Man, and Channel Islands) plus temporary worldwide trips up to 60 consecutive days per trip.
What are my obligations?
- Provide accurate details regarding device make, model, value, and IMEI number.
- Take all reasonable precautions to safeguard your mobile device against damage, loss, or theft.
- Report theft or loss to your network operator within 24 hours to blacklist the SIM/IMEI.
- Report theft to local police within 48 hours to obtain a Crime Reference Number (CRN).
- Submit your claim via the Claims Portal as soon as reasonably practicable.
When and how do I pay?
1 Month Free Cover: Your first month of coverage is completely free upon taking out cover. No payment is taken for month one.
Following your free initial month, premiums are payable on a recurring monthly basis via Direct Debit or recurring debit/credit card.
When does cover start and how do I cancel?
Cover Start: Coverage begins immediately upon taking out the cover and confirmation of your policy details.
Cancellation: You may cancel at any time without cancellation fees. A 14-day statutory cooling-off period applies. If you cancel after 14 days, cover will continue until the end of your paid billing month. You can cancel through your online account or by contacting customer support.
Mobile Device Insurance Policy Wording
1. Definitions
In this agreement, the following terms bear the specific meanings set out below:
- Administrator / Provider: TechHouse Insurance Services, operating under regulatory compliance for mobile device protection.
- Insured Device: The specific mobile telephone identified by its Make, Model, and unique IMEI number recorded in your policy schedule.
- Theft: The unlawful taking of your device with the intention of permanently depriving you of it, verified with a valid Police Crime Reference Number.
- Accidental Damage: Sudden and unexpected physical breakage, screen cracking, or liquid damage impairing the functionality of the device.
- Loss: Accidental misplacement of your device in circumstances where it cannot be recovered, having made reasonable inquiries. Only covered under the Theft, Loss & Damage plan.
- Gadget Helpline: Dedicated support service providing technical troubleshooting, setup advice, and claim assistance.
- Excess: The pre-agreed financial contribution you must pay towards each approved claim before replacement or repair is completed.
2. Cover Options
Plan 1: Theft & Damage Cover
Provides protection against accidental damage, screen breakage, liquid ingress, mechanical breakdown (post-manufacturer warranty), theft, and access to the dedicated gadget helpline.
Plan 2: Theft, Loss & Damage Cover
Provides all protections under Plan 1 plus full loss protection, offering wide cover including our gadget helpline for complete peace of mind.
3. One Month Free Promotion Terms
When you take out cover on eligible devices, TechHouse provides the first calendar month of cover free of charge. Cover commences immediately upon successful registration of your device and identity details. You will not be billed for your initial month. If you decide not to continue, you may cancel before the end of the free period without incurring any premium charges.
4. Device Valuation & Database Identification
Device value brackets are determined using our verified device database based on manufacturer make, model, capacity, and specifications. Premiums are calibrated according to genuine device market valuations to protect customers and maintain fair, regulated pricing.
5. Claims Procedure
How to Submit a Claim via the Claims Portal:
- Log into the TechHouse Claims Portal or submit an incident report online.
- Provide your Policy Reference Number, device IMEI, and a clear account of the incident.
- For theft or loss, attach your Police Crime Reference Number (CRN) and proof of network SIM block.
- Pay the relevant policy excess upon claim validation.
- Approved claims are dispatched or authorized for repair typically within 24 to 48 business hours.
Note: Our claims team can also be reached by telephone during standard business hours (Monday to Friday, 9:00 AM – 5:30 PM).
6. General Exclusions
This policy does not cover:
- Damage caused by intentional abuse, neglect, or unreasonable recklessness.
- Loss or theft where the device was left unattended in a publicly accessible area.
- Gradual deterioration, cosmetic scratches, cosmetic scuffs, or battery degradation through normal usage.
- Loss if you are subscribed to the 'Theft & Damage' plan only.
- Claims arising from nuclear risks, war, or government confiscation.
7. Complaints & Regulatory Supervision
We strive to deliver exemplary service. If you are dissatisfied with any aspect of your insurance policy or claim handling, you may submit a formal complaint to our customer care team at support@techhouse.co.uk.