Our job is to make it as easy as possible for you to make a claim on your policy. If you need to make a claim for your device, just log into our online portal using the button below to get started, enter the details requested, and submit your claim online.Start Claim Continue Claim
Our claims process is online, and if you are able to do so you should follow the claim registration / log in process above. This helps us monitor and register your claim promptly while providing you the best possible service with regular updates. However, if for any reason you need some help or guidance, please click here to contact our friendly team.
If you’re looking to make a claim on your policy, it’s our job to take the information on what happened and make a decision on whether it is covered by your policy. You can make a claim by clicking below.Log in
Once your claim is accepted and the repair journey underway, log in here for updates. If your device cannot be repaired, or has been lost or stolen, we’ll organise your replacement.Log in
Our friendly in-house contact centre is open 9am to 5.30pm from Monday to Saturday to help you with any queries and claims you may have.
Citymain have provided insurance administration services for over 30 years. We administer insurance policies for a variety of brands. We are one of the most well respected claims handlers within this sector, which has been awarded through our claims handling expertise and the strength of our replacement network.
At Burnett’s, we have been providing specialist insurance cover for over 20 years. We’ve been consistently putting our customers first, minimising disruption and helping to restore normality.
Both Citymain and Burnetts are part of the SPB UK & Ireland group of businesses.
This process will take approximately 10 minutes.
If we require you to provide more detail to support your claim, you will be able to upload this information into the system. We accept documents in JPG or PDF format.
Once you have submitted your claim our system will provide you with the decision on whether it is accepted, or an agent review is required. This may mean further information is required from you.
Once your claim is accepted you will be asked to settle your excess (the amount can be found on your certificate schedule). You can pay your excess through the portal via debit or credit card.
Please contact our Customer Service Centre on 0333 999 7920 (local rate call).
Before submitting your claim, you will need:
Providing we have received all necessary documentation and information, we can authorise your claim immediately. Where we request any additional documentation, we aim to process this within 2 working days.
In most cases it is your responsibility to send your damaged item to our repairers for repair, and meet any associated cost. Please refer to your policy Terms and Conditions for information specific to your cover. Important: Please make sure you return your damaged item by Royal Mail Special Delivery or by a secure courier at the address supplied. Your policy does not cover any loss of the item while in transit.
Please refer to your Policy Wording or your Policy Schedule.
We will endeavour to replace your item with an identical fully refurbished item, (or new where a refurbished item is not available) of the same age and condition as your own. However, in the unlikely event this is not possible, we will provide you with a fully refurbished item (or new where a refurbished item is not available) of a comparable specification or the equivalent value taking into consideration the age and condition of the item prior to your claim.
We have designated repairers and suppliers and their details will be provided to you during the claims process. For this reason, we are unable to agree for you to arrange your own replacement or repairs.
Once your claim is approved, please allow 3-5 working days to receive your replacement item.
Once your claim is approved and your item is received, please allow 5-7 working days to receive it back. In the event that the item cannot be repaired, we will arrange a replacement to be sent within this timescale.