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FAQs

How long will it take to complete the claim form?

This process will take approximately 10 minutes.

What happens if some of my details are incorrect?

Our Customer Service Centre will be happy to help you to update any of your details. You can contact them either by phone or email on:
Tel: 0333 999 7920 (local rate call) 9am – 5:30pm
Email: claims@citymain.com

What happens if I need to submit more information?

You can either scan and email this to us at:claims@citymain.com or send the requested documentation by post quoting your claim reference number to:
Citymain Claims, 3000 Lakeside, North Harbour, Western Road, Portsmouth, Hampshire, PO6 3EN

How will I know when my claim is authorised?

We will send you an email confirming the authorisation of your claim and the address of where to send the item for repair

When will my excess be collected?

Once your claim has been assessed and authorised, we will send you an email with instructions of how to pay your excess.

What happens if I’m not happy with my repair or replacement?

Please contact our Customer Service Centre on 0333 999 7920 (local rate call).

What happens if I get an error message?

Please contact our Customer Service Centre on 0333 999 7920 (local rate call).

How can I contact you?

You can contact us by:
Post: Citymain Claims, 3000 Lakeside, North Harbour, Western Road, Portsmouth, Hampshire, PO6 3EN
Telephone: 0333 999 7920 (local rate call) 9am-5:30pm
Email: claims@citymain.com

What information will I need to make a claim?

Before submitting your claim, you will need:

  • Your Policy Reference number which can be found on your policy schedule
  • Information about your item e.g. Serial/IMEI number, which can be found by typing *#06# on the mobile phone (It’s also often found inside the battery compartment of your phone or on your Sim Card holder).

How long will my claim take to process?

Providing we have received all the necessary documentation from you, the claim will be processed within 2 working days.

How long will my item take to be repaired?

Once your claim is approved and your item is received, please allow 5-7 working days to receive it back.

Will you cover shipping charges if my item needs repair?

It is your responsibility to send your damaged item to our repairers for repair, and meet any associated cost.
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.

How much is my excess?

Please refer to your Policy Wording or your Policy Schedule.

Will my replacement be brand-new or refurbished?

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.

Can I purchase my own replacement or use my own repairer?

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.

How long will my item take to be replaced? (Theft / Loss claims)

Once your claim is approved, please allow 3-5 working days to receive your replacement item.

How long will my item take to be repaired?

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.