FAQ's Gadget

1: Who is covered under my gadget policy?

Your gadget policy covers all family members who live in your household.

2: Do I still need Gadget insurance if I already have a manufacturer’s warranty? 

Manufacturers warranties are designed to cover mechanical breakdown you won’t be covered during those 12 months for cracked screens, liquid damage, accidental damage or theft. Even extended warranties generally don’t cover these events. We cover all of them as standard (subject to the policy limit).

3: How old do I have to be to take out the insurance?

You must be a minimum of 18 years old and a resident of the UK, Channel Islands or IOM to take out a Gadget Insurance policy with us.

4: How can I cancel my policy?

You can cancel your policy at any time by contacting us by email at help@zugarznap.com

If you cancel your policy within the first 14 days, you will get a full Insurance refund, however if you have activated and used your ZnapCard, you will be charged a £25 administration fee for use of the card.

For customers who have paid annually, after the first 14 days, provided no claim has been made and settlement terms subsequently agreed, we will cancel the policy and you will receive a pro rata refund for each unexpired month of premium paid.

For customers who pay by instalments, after the first 14 days, provided no claim has been made and settlement terms subsequently agreed, we will cancel the policy from the monthly anniversary of the start date. We will then calculate the pro rata premium due up until the cancellation date and refund you the difference between that and the amount already paid by yourself.

5: How can I pay for my policy?

You can pay the upfront fee in full by debit or credit card; or by monthly instalments by debit or credit card.

6: Who is the insurer?

7: What happens if you decide to replace my gadget?

If we decide to replace the mobile device instead of repair it, the replacement may be a re-manufactured (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 mobile devices. Where we send you a replacement or repaired item, this will only be sent to a UK, Channel Islands or IOM address.

8: Who is this cover designed for?

This policy is designed for people who don't have their gadget insured elsewhere and who want to cover the costs of repair or replacement should the item breakdown outside of the manufacturer’s warranty, be damaged, lost or stolen.

As with most insurance policies, an excess is applicable and limitations and exclusions apply. This cover is provided on the condition that you are a UK, Channel Islands or IOM resident and over 18 years of age.

If the family member is below the age of 18 they will still be covered under the main policy so long as the main policyholder is 18 or above, because our policy covers all the gadgets in your family home.

9: If I arrange to repair my gadget myself will you pay for the costs?

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

10: What documents will I receive when I purchase a policy?

We do not send a printed version of your Policy wording and Summary as it helps us to be more environmentally friendly. Instead, you will receive an email from us with a welcome letter, your Certificate of Insurance, Key Fact and Policy Wording. Alternatively you can find your policy documents in the ‘my policies section’ on the website.

11: Does it matter where I bought my gadget from?

We will only insure Gadgets that are:

  • purchased as new in the UK, Channel Islands or IOM or;
  • purchased as refurbished in the UK, Channel Islands or IOM direct from the manufacturer or network provider or;
  • gifted to You as long as You are able to provide Proof of Purchase and;
  • not more than 36 months old at the time the policy was first purchased and You are able to supply Evidence of Ownership if requested.

12: Is there an age limit for the gadgets I want to insure?

Yes – if you’re starting a new gadget policy or adding a gadget to an existing policy, your item/items need to be less than 36 months old.

13: Who does my policy cover?

This insurance is for gadgets that are owned by the policyholder and any family members in their household.

14: Are cosmetic damages covered?

We only cover damage if it stops the normal functioning of your gadget. Cracked screens are covered, but if your gadget has only suffered a scratch or dent, and still works as expected, then we will not repair or replace it.

15: What types of gadgets do you insure?

We cover all portable gadgets owned by you or a family member. A gadget can be any of the following items - digital cameras, e-readers, laptops (including MacBook’s), mobile phones, PDA’s, portable gaming consoles, satellite navigation devices, smart phones (including iPhones), tablets/phablets (including iPads) and wearable technology (such as a smart watches or health and fitness trackers).

There is no limit to the number of claims you can make in a year, however the maximum amount we will pay in a year is £2,000.

A policy excess of £50 in respect of the first two claims applies increasing to £75 in respect of the third claim and £100 for any other claim you make.

16: Do you cover contract phones?

Yes, we do cover contract phones.

17: If I leave my gadget unattended and something happens to it, am I still covered?

No, if you need to leave your gadget 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.

If you knowingly leave your gadget where others can see it (but you cannot) and your gadget is then lost or stolen, we may not pay your claim.

18: Am I covered whilst I am away on holiday?

Yes – your device will be covered worldwide for up to 120 days. Please note that replacements can only be sent to UK, Channel Islands or IOM addresses.

19: Am I covered for incidents that occurred before my policy started?

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

20: My gadget is still under the manufacturer’s warranty - will you cover it?

You will be able to take out insurance with us, but if a problem occurs that is covered by the manufacturer’s warranty, we will advise you to follow the warranty returns process as specified by the manufacturer.

21: Does it matter how I treat my gadget?

Yes – having insurance does not mean that you can take risks with your gadget which you would not take if your gadget was not insured. Doing so may result in your claim being declined. It is important to note that gadget insurance is offered on the understanding that you will take care of your gadget.

22: Will you cover for unauthorised call charges?

Yes - If your mobile phone is accidentally lost or stolen and is used fraudulently, We will reimburse You for the costs up to a maximum value of £500 upon receipt of your itemised bill, provided you have reported the claim within 24 hours. This is in addition to the Policy limit stated on your certificate of insurance.

23: Do you back up any information on my gadget?

No, we only cover the gadget, 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.

24: Will you cover my accessories that I have put on my gadget?

No, we only cover the gadget itself – we do not cover any accessories.

Accessories include:




External charging devices

25: I use my gadget for work, will you pay for loss of earnings?

No, we don’t cover any loss of profit, opportunity, subscription fees, line rental, goodwill or similar losses. We just cover the gadget and any unauthorised call charges.

26: I've modified my gadget, will you cover the cost of this?

No, if your gadget has been modified in any way we will only replace the gadget, we do not cover the modifications that have been made.

27: Why do I need to provide a proof of ownership if I want to claim?

In order to reduce fraud, we need to know that the gadget you are claiming for is yours. Therefore you will need to provide some form of proof of ownership.

28: Will you cover shipping charges if my item needs repair?

Yes – we’ll send you prepaid packaging and cover the shipping costs if we confirm that your device is in need of repairs.

29: My gadget was stolen and I've bought another one. Will you reimburse me for it?

No, in the event of a theft you should notify your network provider and get your phone blacklisted. Once you provide us with that information, we will facilitate the replacement of your gadget. If you purchase your own replacement we will be unable to reimburse you for that cost.

30: What is my gadget's IMEI number and where can I find it?

Every mobile phone has a unique IMEI number: or “International Mobile Station Equipment Identity” number. It can be found by dialing “*#06#” on most phones, and is also often printed inside the battery compartment of a phone. Your phone’s IMEI number can usually be found within your settings menu as well.

For items other than mobiles phones, you’ll need the serial number – a unique code assigned to a gadget for identification.

31: Why do I need my gadget's IMEI or serial number?

Collecting this number helps us reduce the incidence of insurance fraud – which means we can offer insurance at lower premiums. It also means quicker processing in the event of making a claim.

32: Do I need to report the theft or loss of my gadget to the police?

No, but you must notify your network provider and get them to blacklist your phone within 24 hours.

33: Do I need to report the theft or loss of my phone to my network provider?

Yes – tell your network provider as soon as you can so they can block your device and SIM card as soon as possible. We also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.

34: If my gadget can’t be repaired and a replacement is necessary, will my replacement be brand-new or refurbished?

This is not a replacement-as-new policy, therefore your replacement gadget may be refurbished. If your gadget cannot be repaired, or replaced with an identical one of the same age and condition, we will replace it with a comparable or equivalent device, taking into account the age and condition of the original gadget.

35: How do I make a claim?

To make a claim please call our claims helpline on 01905 691100 and a member of our customer service team will assist you, or email us at ku.oc.smialcsrt@zz

36: What is the excess?

A policy excess must be paid by you in respect of each and every valid claim for each and every gadget being claimed for under each incident.

The policy excess amount is dependent on the number of valid claims made as specified below:

Type of Incident Excess
Accidental Damage / Breakdown £50 each and every gadget
Theft £50 each and every gadget
Accidental Loss £75 each and every gadget
Any other £100 each and every gadget

37: What is acceptable proof of ownership?

Proof of ownership could include a till receipt or documentation from any online purchase, or in the case of mobile phones, documentation from your network provider. If you don’t have any proof of ownership we may decline your claim.

38: Is there a limit to how many times I can claim?

You can make unlimited claims in a year however the maximum aggregate amount we will pay is the amount shown on your certificate of insurance.


1: Can’t I just purchase a motor insurance policy with no excess?

Policies without an excess are hard to find. The Excess is the first part of any claim which you are liable to pay.

2: If I stay claims free, won’t my excess come down anyway?

It is unlikely that your excess limits will decrease or increase as these are not typically calculated on whether you have made a claim in the last year.

3: How much excess protection can I have?

We offer policies ranging from £250 up to £2,000 excess protection. Please choose the excess amount as listed on your policy documentation.

4: What will happen when I make a claim?

Excess protection is simple. Once your Motor Insurer pays your fault claim and invoices you for your excess, your excess protection policy will cover the costs of your excess.

5: Why purchase excess Protection?

If you have a successful fault claim on your main motor policy, your policy excess may be applied. Your Excess protection policy will then reimburse you the amount.

6: Will I be covered for any excess I have to pay?

Yes, up to the annual limit you have opted for on your excess cover policy. Note that every insurance policy has terms and conditions, which you need to read and be aware of.

7: Can I still claim on my excess protection policy if my claim is less than my excess limit?

No. Your excess protection policy will only pay out if your Motor Insurer pays your claim.

8: Can I claim for something that happened before I bought excess protection?

No, you must have an active excess protection policy in place at the time the accident took place.

9: Does my motor excess protection cover just the policyholder or any driver?

As long as your motor insurance policy pays out you can claim on your excess protection policy.

10: If I have had a previous conviction or accidents, can I purchase excess protection?

You can purchase an excess protection policy if you live in the UK, have a full, current and valid UK driver’s licence as well as an active motor policy.

11: If I recover 50% of the excess after being involved in a joint liability accident, can I claim the other half of my excess?

Yes. You have suffered an actual loss and can reclaim the missing half of your excess.

12: How do I make a complaint?

To make a complaint please contact our Claim Administrator at claims@oddiedalton.co.uk or on 0115 977 5205.


Our XS Policies are distributed by the XS Cover Company, an appointed representative of Oddie Dalton & Co Ltd who are authorised and regulated by the Financial Conduct authority, firm reference no. 306267


Every policy buys children
like Abena a bottle of water