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Frequently Asked Questions

Find answers to commonly asked questions about products and services

compucover Insurance

Insurance FAQs...

Currently this insurance is underwritten by Inter Partner Assistance SA UK Branch which is fully owned by the AXA Partners Group.

This policy covers the cost in replacing or repairing equipment as a result of Accidental Damage including Fire and Liquid Damage.

Theft cover is also available for a small additional premium.

Cover applies to the UK and extends to worldwide cover for up to 60 days in total, in any 12-month rolling period.

The insurer will only pay for carriage costs within the UK. You must pay for any additional carriage costs if the equipment needs to be collected or delivered outside of the UK.

This policy is not a ‘replacement as new’ policy, so replacements may be either brand new or fully refurbished.

We will attempt to replace an item of equipment with an identical new or fully refurbished item of the same age and condition, but it may not be the same colour.

In the unlikely event that this is not possible, the claims administrator will provide you with a new or fully refurbished item of a comparable specification and price.

Your warranty will only cover you for mechanical and electrical failure, not accidental damage or theft.

These are sent to you by email upon completing your purchase. These are also available online on our Policy Wordings page.

No, any incident prior to the start date of your insurance will not be covered.

No, we only want your equipment to get high-quality repairs, which is why we only use our approved repairers. We also want the ability to assess the damage to your equipment to best decide whether to repair or replace it.

Replacement equipment will automatically be covered for the remainder of the policy term, and if we provide a refurbished item, it will be provided with a minimum of a 90-day warranty.

Yes, this policy will pay for carriage costs within the UK. If the equipment needs to be collected or delivered outside of the UK, this must be covered by the insured.

If equipment is to be used at any educational establishment (school, college or university), then one of our insurance approved protective cases or sleeves must be used at all times.  A list of which can be found here.

Compucover does not charge an excess on the fulfilment of insurance.  However, you can choose to include an excess on your policy to reduce premiums.

ProtechGadget

ProtechGadget FAQs...

This policy covers the cost in replacing or repairing equipment due to Accidental Damage and Theft including Fire and Liquid Damage.

It also provides breakdown cover if your equipment suffers a mechanical or electrical breakdown outside of the manufacturer’s guarantee period.

Loss cover is also available for a small additional premium.

Loss cover protects you if your equipment has been accidentally left somewhere by you, and you are permanently deprived of its use.

We will not pay for any Loss claim unless the correct premium has been received to include Accidental Loss cover. Please refer to your Insurance Schedule for your cover type.

Breakdown means the failure of an electrical or mechanical component in your equipment due to a sudden and unforeseen fault outside of the manufacturer warranty period.

Cover applies to the UK and extends to worldwide cover for up to 60 days in total, in any 12-month rolling period.

The insurer will only pay for carriage costs within the UK. You must pay for any additional carriage costs if the equipment needs to be collected or delivered outside of the UK.

This insurance cannot be transferred to anyone else unless you inform us in writing and receive confirmation that your request is acceptable to us.

Your equipment must have been purchased as new directly from a manufacturer, network provider or retail store (high street or online).

Your equipment must not have been purchased second hand, at auction or from an online auction website.

The cover of your equipment applies to you as the person who purchased the policy

If you are an educational establishment (including a school, college, or university) any registered employee or student authorised by the policy holder.

If you are a business customer any registered employee authorised by the policy holder.

Insuring your equipment for the correct value is very important. We’ll use that information to determine the value of your replacement in the event of a claim.

To make a claim you will need to contact the Claims Administrators. Please see full information for the claims procedure on our Make a Claim page.

We will not pay for any claim caused by you deliberately damaging or neglecting an item of equipment or caused by you not following the manufacturer’s instructions.

For Theft claims you must provide the Claims Administrator with a Crime Reference Number. You can see full information on the claims procedure by visiting our Make a Claim page.

CompuWarranty Insured Warranty

Warranty FAQs...

This policy is designed to protect you if your equipment suffers a mechanical or electrical breakdown outside of the manufacturer’s guarantee period.

If an item of equipment suffers a mechanical or electrical breakdown still within the manufacturer’s warranty period, you should follow the warranty returns process specified by the manufacturer.

Accidental damage is not covered, this policy protects you if your equipment suffers a mechanical or electrical breakdown.

CompuWarranty does not charge an excess on the fulfilment of claims.

This policy must be purchased either on the date that you have purchased the equipment or within a maximum of thirty days thereafter.

If your equipment is replaced under this policy, this policy expires, and you will need to purchase a new policy for the replacement equipment.

This policy is not a ‘replacement as new’ policy so replacements may be either brand new or fully refurbished.

We will attempt to replace an item of equipment with an identical new or fully refurbished item of the same age and condition, but it may not be the same colour.

Cover applies to the UK and extends to worldwide cover for up to 60 days in total, in any 12-month rolling period.

The insurer will only pay for carriage costs within the UK. You must pay for any additional carriage costs if the equipment needs to be collected or delivered outside of the UK.

Yes, we’ll cover the cost of shipping your device to one of our approved repair centres.

This policy cannot be transferred to anyone else unless you inform us in writing and receive confirmation that your request is acceptable to us.

faq circle general

General FAQs...

Insurance covers the cost of repairing or replacing your gadgets if they are damaged or stolen.

Extended warranty covers the cost of repairing or replacing your equipment if it suffers a mechanical or electrical breakdown outside of the manufacturer’s guarantee period.

We offer a range of insurance and warranty cover for IT equipment such as laptops, desktops, smartwatches and not forgetting the most important of all – your smartphone.

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. The easiest way to contact us is to call us on 01788 563100. Lines are open Monday to Friday 8.30am to 5.00pm. Alternatively, direct your concern to complaints@compucover.co.uk. We will do everything possible to ensure that your issue is dealt with promptly.

You will need to contact us if you wish to cancel your policy.  Be sure to have your policy number to hand.  Please refer to the full cancellation clause held within your policy wording.

Claims

Claims FAQs...

To make a claim on your policy you will need to contact the Claims Administrators.  Please have your policy number and equipment serial number to hand. For full information regarding the claims process please visit our Make a Claim page.

Our dedicated UK based claims team will endeavour to process your claim within 24-48 working hours.

We understand how important your gadgets can be, and we will always make sure your device is back with you as soon as possible.

Our dedicated UK based claims team will arrange for the device to be collected and delivered back to you by a third-party haulier company. This is included within cover and is of no extra cost to yourself.

You may be requested to provide proof of purchase and for theft claims you will be asked for a crime reference number or incident number.  To log a claim you will need your device serial and policy number to hand.

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