A Care Plan is a cost-effective way to cover the mobile phone purchased from iOutlet. It is only when something goes wrong that we truly understand their value, not only financially but personally and the inconvenience that can be caused.
By purchasing a Care Plan you can mitigate the financial risk of your gadget becoming broken, lost or stolen which may include not only the cost of the gadget itself but also any additional costs incurred such as through unauthorised usage which may otherwise leave you with a large phone bill to pay, even as high as £1000 or more.
For the purpose of this Care Plan a gadget can be a Mobile Phone only.
We can insure gadget(s) that are:
In the event of a claim you will need to provide the original receipt for the purchase of your gadget for which you are claiming. This must be a printed document from iOutlet.
You can upload your receipts by logging in to your account at any time after purchasing your policy, enabling quick and easy access should you need to claim.
Unfortunately this is not possible. Our Care Plan and the pages on this website are intended for use by UK residents only and comply with appropriate UK legislation and regulation.
The main account holder must be older than 18 years of age and a resident in the UK.
The Care Plan extends cover to immediate family, including your spouse, partner or parents or your children, brothers or sisters who permanently reside in the same household with you.
Each handset must be purchased from iOutlet and less than 14 days old from the date it was purchased (this is the date on the original purchase receipt).
Once you cover a gadget with us however you can continue to insure that gadget for as many years as you like by paying your premium each month.
As we do not offer advice, we provide variable levels of cover so you can choose the product that best suits your individual requirements.
Below is a summary of the different hazards that can be covered (subject to the policy terms and condition, exclusions apply):
Accidental Damage - We will repair or replace your gadget if it is damaged as the result of accidental damage, including screen or liquid damage, providing the gadget is returned to us.
Breakdown - We will repair or replace your gadget if it suffers breakdown, providing the gadget is returned to us. Please note that this cover only applies if the breakdown occurs outside the manufacturer’s guarantee period and would have been covered by this.
Malicious Damage - If your gadget is damaged through the intentional or deliberate actions of another party we will repair it. Where only part or parts of your gadget have been damaged, we will only replace that part or parts.
Unauthorised Usage - If your gadget is lost or stolen, and the loss or theft is covered by your policy, we will refund the cost of unauthorised calls, messages and downloads made from it within 24 hours following the discovery that it was lost or stolen up to a maximum of £2500 (including VAT).
E-Wallet Protection - If your gadget is lost or stolen, and the loss or theft is covered by your policy, we will refund the cost of unauthorised transactions made from your Credit/Debit card via your gadget, within 24 hours following the discovery that it was lost or stolen, using an e-Wallet facility (providing an e-Wallet PIN has been set for all transactions), up to a maximum of £500 (including VAT).
Theft - If you suffer theft of your gadget we will replace it (in respect of a valid theft claim).
Loss - If you accidentally lose your gadget we will replace it (in respect of a valid loss claim).
Worldwide Cover - Cover is extended to include use of the gadget anywhere in the world, for up to a maximum of 45 days any one trip, with unlimited trips allowed.
Accessories - In the event of a claim being agreed by us in respect of your gadget, we will replace any accessories damaged, stolen or lost at the same time as your gadget up to the maximum specified for the policy selected (including VAT).
All of the above are subject to the policy terms and condition, exclusions apply.
Once your iOutlet warranty expires, we will cover the breakdown of your gadget(s) as long as the breakdown would have been covered under this warranty. This does not include any wear and tear or cover for any part of your gadget(s) that would be considered a consumable i.e. batteries.
In the event of a claim for breakdown you may be required to obtain an independent breakdown report. If your claim is accepted any reasonable costs incurred in obtaining the breakdown report will be refunded back to you.
The IMEI (International Mobile Equipment Identification) number of your mobile phone or smart phone handset is a unique identification code that is specific to your handset alone. It can be obtained by dialling *#06# or by checking under the battery of your handset.
You can pay for your cover by paying by monthly payment on a rolling contract.
Direct Debit payments will be collected by Taurus Insurance Services. The name Taurus Insurance Services will appear on your bank statement when the payment is taken.
In order to set up a Direct Debit we will ask you to complete a Direct Debit Instruction during the sales process. You will need to provide your name and address, name and address of your bank/building society (where applicable), your bank/building society account number and branch sort code. You should ensure that all the details are correct.
Taurus Insurance Services will then forward the instruction on to your bank/building society. This then gives us authority to collect varying agreed amounts from your account on dates agreed with you.
We will provide you with advance notice of a collection of dates and amounts, including on the purchase successful page. Please check that these details are correct. Should you wish to query any of the details you can contact Taurus Insurance Services at anytime.
There is nothing further you need to do apart from ensure you have sufficient funds in your account. If your collection does fail we will automatically retry the collection a few days later.
When you accept to purchase a Care Plan via https://theioutletinsurance.com and choose the Direct Debit payment option you are required to complete a Direct Debit instruction either online or manually by downloading and printing our Direct Debit Mandate form. The Direct Debit instruction to your bank authorises Taurus Insurance Services Ltd to take these payment(s). All Direct Debits are backed by the Direct Debit Guarantee.
Unfortunately you are unable to change the date of the Direct Debit collection from your bank account. The date is set and agreed with your bank and we then confirm the set-up of your Direct Debit instruction and future payment schedule. This information is provided on the purchase successful page.
If you have a business bank account, or an account where you require two signatories to authorise payment you will need to download our manual Direct Debit Mandate. Print this form, complete - ensuring to clearly write your quote reference number on the form - and return to the address detailed on the form – Taurus Insurance Services, Suite 2209-2217, Eurotowers, Europort Road, Gibraltar.
If you do not write your quote reference on the form or if you do not send the form to us within 14 days of the quote date the quote will be invalid and this may hold up covering your devices. Your gadgets will not be covered until your Direct Debit Instruction is received by Taurus Insurance Services and you have been advised by us by call or email that your policy has been setup. Alternatively if you need immediate cover you may choose to pay by using another bank account or credit or debit card.
We strongly advise that you consider sending your supporting documentation by Royal Mail Recorded or Special Delivery as this provides a greater assurance that it reaches us and within a safe and timely manner. However, if you chose to send your documentation by Standard Mail the assurances can be somewhat reduced and the validation of your policy may be delayed.
Your policy is instantly available for you to download once payment has been taken.
A link to download your policy documentation will also be sent to you via the email address you provide us. Please note that some internet providers may accidentally filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. You can also login via the website and download your documents at anytime. If you are having trouble accessing your documents and need help, please email us at gadget.sales@theioutletinsurance.com and we will assist you.
Simply login to your account via the iOutlet Care Plan website or contact us and we will be able to send you a duplicate copy of your documents by email.
You will need to contact us to cancel your policy. Please see the gadget.sales@theioutletinsurance.com page for details.
As per your Certificate of Insurance, your cover will continue until you cancel your policy with us. Your Certificate of Insurance additionally states that your policy will end if we do not receive your premium payments. This does not affect your 14 day statutory right to cancel. Upon cancellation, cover will terminate at the end of the month for which you have paid your premium (subject to your 14 day Statutory right to cancel).
Please note: If you do cancel your policy, your gadget will no longer be covered against any of the eventualities that your policy covers.
Within the first 14 days you may cancel your policy at any time without reason and receive a full refund, provided no claim has been made and you don’t intend to make a claim.
After the Cooling off Period you can cancel cover at any time by contacting iOutlet Care Plan by telephone, email or post.
Once confirmed, your policy will be cancelled at the next monthly anniversary of the date your policy commenced. There will be no refund of premium due.
You can call on 0330 020 0125
You can email gadget.sales@theioutletinsurance.com
Or write to:
Taurus Insurance Services Ltd
Suite 2209-2217
Eurotowers
Europort Road
Gibraltar
GX11 1AA
To satisfy our obligations under the GDPR a policy will only be considered as cancelled once we have verified the identity of the requester and confirmed either verbally or in writing that the cancellation request has been processed.
Please note that if you do cancel your policy, your gadget will no longer be covered against any hazards that your policy covers.
Yes, we will auto renew your annual policy. You will be contacted at least 21 days before the renewal date of your policy and we will tell you about any changes to the premium or the policy terms and conditions.
If you do not want to continue with your cover, you just need to contact iOutlet Care Plan on the contact details provided in the renewal notice. If you do nothing then your premiums and cover will continue to be taken using the payment details provided at the time of the initial purchase.
You can make a claim online 24/7 via our online claims portal.
You must register your claim as soon as possible from discovery of the incident (or in the event of an incident occurring outside of the United Kingdom, as soon as possible on returning to the United Kingdom).
Please read and follow our claim procedure to ensure your claim is processed with the minimum delay. Failure to observe these procedures may invalidate Your claim.
For Theft, loss and Malicious Damage Claims - you must notify the appropriate local Police authority within 24 hours of discovering the incident and obtain a Crime Reference / Lost Property number and a copy of the Police Crime Report. Should you be claiming for the Theft or Loss of your mobile device you must also contact your Network Provider within 24 hours of discovering the incident to place a call bar on the gadget.
This is the amount you have to pay if you decide to make a claim on your policy. It’s a way of you accepting a small portion of the risk yourself.
The excess payable for all claims under the Care Plan is £50.00.
We may ask you to provide one or more of the following to help us process your claim.
Proof of Ownership
Original Purchase invoice
Contract Agreement from Network Provider (devices with SIM cards)
The document must include the make, model and IMEI (in respect of mobile phones) or serial number together with the date of purchase of the device and the business registration and taxation details.
Proof of Usage
You must request confirmation of dates of usage for the gadget from your network provider. The proof of usage document should include the device make and model, IMEI number and confirm the date when the device was first and last used on that network.
Photographs of the Damage
Please provide photographs of your gadget (front/back and each side). These should be taken using another phone/camera. Please ensure that a front image is provided displaying the IMEI or serial number (where possible). To display the IMEI dial *#06#. Please also provide an image of each side and the back of your device.
Due to the GDRP and the Data Protection Act 2018, you cannot claim on behalf of another individual.
That's fine, you can make a claim online via our online claims portal which is available 24/7. For details on how to make a claim please visit our make a claim page which includes details of our call centre opening hours should you require any further assistance.
You should either contact the police station local to where the incident happened. If the incident happens in another country then the police station local to where the incident happened in that country.
You need to report the theft and loss of any Mobile Phone, SIM enabled Tablet or PDA to your airtime provider and blacklist it within 48 hours of discovery. If you do not do this we will be unable to approve your claim.
To check the status of your claim, please visit our 24/7 online claims portal and select the 'Let's go' button next to 'Check Status of a claim'.
To check the status of your claim, please visit our 24/7 online claims portal and select the 'Let's go' button next to 'Check Status of a claim'.
Once your claim is approved, we will contact you to advise on where to send your device for repair. Our repair centre will then aim to repair your gadget within 72 business hours of receiving the gadget.
If your gadget is deemed beyond economical repair and will need to replaced, we will endeavour to replace it with an identical fully refurbished or new (where a refurbished item is not available) item. Should this not be possible we will replace it with a fully refurbished or new (where a refurbished item is not available) item of a comparable specification or the equivalent value.
Please note: it may not always be possible to replace your gadget with the same colour or finish, where this is not possible an alternative colour will be provided.
We welcome all queries and questions. Please see our contact us page for more details.