Mobile Superhero FAQs

You can contact us for help


Online
To make a claim any time

Phone
Monday to Friday 8am to 9am
Weekends 9am to 6pm
0845 604 8842

By email
tescophoneinsurance@newasurion.com

By post
Tesco Phone Insurance
PO BOX 17386
Edinburgh
EH12 1GZ


Can I buy insurance after I've bought my phone?
Can you cover the accessories I bought with the phone?
Why do I have to pay an excess fee?
My phone isn't working – what do I do?
When you send my replacement, will it be the same sort of phone as the one I had?
Can you send my replacement phone to somewhere other than my home address?
Will my replacement phone be brand new?
I've found my phone. Can I cancel my claim?
What do I do if I have a problem with my replacement phone?
You've asked me to return my damaged phone but where should I send it?
So how do I get Tesco Phone Recovery?
What's my Phone Lock Code?
I am having trouble getting Tesco Phone Recovery to work on my phone. What could be wrong?
Will Tesco Phone Recovery affect the performance of my phone?
How do I uninstall Tesco Phone Recovery?
Will Tesco Phone Recovery work when roaming abroad?
How do I lock my lost or stolen phone?
Will my phone continue to remain locked after restarting?
Could a thief still use my phone after it is locked?
What if my phone is switched off when I click on 'Lock'?
Can I lock my phone even if the SIM is changed?
How do I unlock my phone?
I have forgotten my Phone Lock Code and cannot unlock my phone. What can I do?
If SIM Change Lock is enabled and I insert another SIM, the phone gets locked. Will the phone unlock when I insert my original SIM again?




Can I buy insurance after I've bought my phone?


Sorry. We can only offer you cover for a brand new phone. This means you have to take insurance at the same time as buying the phone.

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Can you cover the accessories I bought with the phone?


We cover the mains charger and headset automatically (these are the accessories that come in the box with most phones). The problem with other accessories is that there's such a wide variety of them, it would be impossible for us to give you an exact replacement. To make sure we can process claims as quickly as possible we replace the important accessories that come with the phone itself. This makes sure that you can be up and running as soon as possible.

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Why do I have to pay an excess fee?


We know it's hard for you to think about spending more money when you're already feeling down about a problem with your phone. However, phones are very expensive to replace, so we ask you to pay the first part of the claim and then we take care of the rest. We spend a lot of time and money making sure we deliver any replacement phone to you by the next day. And asking you to make a contribution to any claim you make allows us to keep your monthly premium down – which we hope you agree is a good thing!

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My phone isn't working – what do I do?


If it's stopped working because you dropped it, spilt something on it or it was involved in some other kind of accident then call us to make a claim and we'll let you know if we can send a replacement out to you by tomorrow.

If it's simply stopped working then it sounds like it's developed a technical fault. The solution to your problem depends on when you bought the phone. You can go into one of our Telecoms stores for help with the problem, or simply contact us and we'll see what we can do.

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When you send my replacement, will it be the same sort of phone as the one I had?


We'll do our very best to make sure that we replace your phone with one of the same make, model and colour. We'll tell you straight away if that's possible and on the rare occasions it isn't, you can either wait until we have your phone available of we'll offer you a different phone of similar kind and function by way of replacement. Whatever the case we'll make sure you get your replacement fast!

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Can you send my replacement phone to somewhere other than my home address?


Sure! We know that life is hectic so we give you the flexibility to be where you need to be, whether that's home, work or somewhere else that you happen to be. We'll always try to deliver to your preferred address but there may be some occasions where that's not possible. Whatever delivery address we agree with you, please make sure someone is there to receive and sign for the delivery.

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Will my replacement phone be brand new?


It might be. We know how important it is for you to get the same make and model of phone back in your hand when something's gone wrong. To do that we keep a stock of new and 'as new' phones – and even we find it hard to tell a new and 'as new' phone apart when you put them side by side. We understand the quality you expect and that's why we put a 12 month warranty on all of our refurbished phones.

An 'as new' phone is one that's been refurbished to our standard using original and non-original parts. We are not affiliated with any Original Equipment Manufacturers (OEMs) and such phones are not assembled under the supervision of any OEM.

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I've found my phone. Can I cancel my claim?


If you're part way through a claim then you can cancel it and it won't affect the number of claims you can still make in any 12 months.

If we've completed your claim and a replacement is on its way, simply refuse to accept delivery and it'll come straight back to us. We'll then cancel off your claim and return any excess fee that you've made.

However, if you've already accepted delivery of your replacement phone when you find your old one, then your claim's been settled and we can't take the replacement phone back or return your excess fee. Your old phone now belongs to the insurer and it's important that you return it to us in the pre-paid envelope that we sent with your replacement phone. If we find out that you haven't returned a found phone then we may cancel your policy and charge you for the replacement we've sent.

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What do I do if I have a problem with my replacement phone?


We always do our best to make sure you are happy with your new phone but sometimes things don't always go to plan. The first thing you should do is call us on 0845 604 8842. We'll help you get your mobile up and running properly but if we think its faulty then we'll sort out a replacement. Whenever we send you a replacement phone we update your insurance policy automatically so you're covered as soon as the phone's in your hands.

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You've asked me to return my damaged phone but where should I send it?


Please remove any SIM, battery and accessories from the damaged phone, then seal it in the prepaid envelope we sent with your replacement and stick it in the post. You'll need to return it to us within 15 days or we'll charge you a non-return fee for the value of the damaged phone.  Can't find the envelope? Call us and we'll help.

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So how do I get Tesco Phone Recovery?


We'll send a text to your phone to get you started. Follow the short setup instructions to activate your account.

If you accidentally delete the text message, go into the browser on your phone and type in m.tescophonerecovery.com to get started. You'll need your mobile phone number and policy number to hand.

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What's my Phone Lock Code?


This is the four digit number that lets you lock a missing phone (and unlock it once found). You set this number when activating your account.

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I am having trouble getting Tesco Phone Recovery to work on my phone. What could be wrong?


Check that your phone is supported on the service. If it is, then contact us for help.

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Will Tesco Phone Recovery affect the performance of my phone?


The service runs in the background is stays in 'sleep' mode until you perform any action such as a backup or lock. It doesn't affect the performance of your phone or drain the battery.

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How do I uninstall Tesco Phone Recovery?


If you have a smartphone, removing this service may affect any claim for loss and theft of your phone. To remove the service, simply contact us and we'll close your account and deactivate the software. You can then remove Tesco Phone Recovery software from your phone by following the below instructions.

Blackberry:
Go to options -> Advanced options -> Applications
Select the Tesco Phone Recovery application
Press the Menu button and select 'Delete'

Symbian:
Go to Application Manager -> Installed Apps
Select the Tesco phone Recovery Application and Uninstall

WinMo:
Go to Add/Remove Programs
Select the Tesco phone Recovery application and Remove

Feature Phones:
Go to where the application was installed (this will either be the games or applications directory, depending on the phone).
Select the Tesco Mobile application and select 'Delete' from the menu.

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Will Tesco Phone Recovery work when roaming abroad?


Yes. It'll work anywhere in the world. However you will pay roaming charges if you use the service in another country.

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How do I lock my lost or stolen phone?


You can lock your phone by sending a text message from any other mobile phone to your phone number with your Phone Lock Code as the message. You can also lock your phone from your online account.

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Will my phone continue to remain locked after restarting?


Yes, your phone will continue to remain locked after you restart it. Only you can unlock your phone by either entering your Phone Lock Code into the phone or going online and unlocking it.

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Could a thief still use my phone after it is locked?


A locked phone can only be used to take incoming calls, make an emergency call or call to report a ‘Found Phone'. We will contact you if your phone is reported found.

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What if my phone is switched off when I click on 'Lock'?


The lock instruction remains outstanding and the next time the device is switched on again, the phone will be locked.

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Can I lock my phone even if the SIM is changed?


Yes, you can. Our technology tracks the SIMs inserted in your phone. This allows you to send instructions to your phone from your secure vault irrespective of which SIM is inserted in it.

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How do I unlock my phone?


If you have locked your phone, you can unlock it instantly by either entering your Phone Lock Code into your phone or by clicking 'Unlock' from your online account, accessed via our website.

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I have forgotten my Phone Lock Code and cannot unlock my phone. What can I do?


You can login into your secure account (accessed via our website) and unlock your phone from there. You can also change your Phone Lock Code by clicking on the settings button in your account.

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If SIM Change Lock is enabled and I insert another SIM, the phone gets locked. Will the phone unlock when I insert my original SIM again?


The SIM Change Lock keeps the information on your phone safe from unwanted eyes even if a different SIM is put into the phone. The phone will not unlock automatically when your original SIM is inserted again.

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