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Frequently Asked Questions

Q. How long will it be before I receive my replacement

A. We aim to provide replacement handsets within 48 hours.

Q. How will I receive my handset?
A. The handset is delivered by special delivery.

Q. I have mislaid my insurance policy, so what should I

A. Contact us and we will resend you new policy
documentation in the post.

Q. I am changing my bank details what should I do?
A. Call us and we can take your new bank details over the
phone or send out a new direct debit mandate for you to

Q. Can I change my direct debit mandate date?
A. Yes, feel free to contact us on 1890 930 333.

Q. What are your opening hours?
A. Our opening hours are Monday to Friday 9am
to 5.30pm

Q. How do I make a claim out of office hours?
A. You can contact us via our email address, which is or alternatively leave a message
on fonesure hotline number 1890 930 333.

Q. My phone is broken what should I do?
A. Let us know and a pre-paid insured envelope will be
dispatched to you within 24 hours.

Q. How many handsets can I have on 1 policy?
A. You can have as many as you like, the cost however, is
per handset.

Q. How do I pay my excess?
A. Payment is made over the phone via credit card.

Q. When do I pay my excess for my accidental damage

A. This is done prior to your handset being sent off for repair.

Q. When do I pay my excess on my theft claim?
A. As soon as your claim has been accepted and

Q. How will I know if my claim has been successful?
A. We will keep you informed and providing your claim is
successful we will contact you to organise delivery of your
new handset.