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You Need to Submit Your Claim with:
Direct Group Claims

This information is a summary guide only for your convenience to help get you started and does not replace the formal claims procedure. Please refer to the Policy Wording Claims Procedures for full details.

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http://www.directgroup.co.uk

 

Step One: Check Your Cover

Before you submit a Claim, check your Policy Certificate and Policy Wording to ensure that you are covered for item or scenario that you would like to Claim for.

You should submit your Claim within 3 months of the incident.


Step Two: Submit Your Claim

What type of Claim will you be making?

  1. 1. Mobile Phone Claims
  2. 2. Laptop, Tablet or Electronic Device Claims

 

1. Mobile Phone Claims

To report a Damage Claim, you will need the following to hand:

  • A receipt from the original purchase of the device which shows date, make and model as well as the IMEI and Serial Number or a dispatch note if the phone was posted out to you showing the same details. (If unavailable, please contact your service provider or retailer that you purchased your device from for a copy ahead of contacting us).
  • The contract agreement with a Service Provider.
  • The damaged device in relation to a faulty item, as you’ll need to provide this.

To report a Theft Claim, in addition to the above you will also need to have:

  • Reported the theft or loss to the Police within 48 hours of discovery and have a note of the Crime Reference number.
  • Reported the theft or loss of your mobile phone to your service provider as soon as possible, but within 24 hours of discovery in any event.
  • If the incident has happened abroad, we would need proof of travel confirming the date you went and returned.

 

2. Laptop, Tablet or Electronic Device Claims

To report a Damage Claim, you will need the following to hand:

  • A receipt from the original purchase of the device which shows date, Make & Model (as well as the IMEI if applicable and Serial Number or a dispatch note if the device was posted out to you showing the same details. (If unavailable, please contact your service provider or retailer that you purchased your device from for a copy ahead of contacting us)
  • The contract agreement with a service provider if you have one.
  • The damaged device in relation to a faulty item, as you’ll need to provide this.

To report a Theft Claim, in addition to the above you will also need to have:

  • Reported the Theft or loss to the Police within 48 hours of discovery and have a note of the Crime Reference number.
  • Reported the theft or loss of your device to your service provider should you have one, as soon as possible, but within 24 hours of discovery in any event.
  • If the incident has happened abroad, we would need proof of travel confirming the date you went and returned

 

To Submit a Claim

If you are able to answer yes to all of the above or wish to make any other type of claim, please continue to contact our Claims Team:

For NEW claims registered on or after November 21st please use the contact details below:

Telephone: +44 (0) 203 794 9300 (Open 9am-6pm Monday-Friday)

E-mail: supercoverclaims@directgroup.co.uk

Please note: All Supercover claims from November 21st 2017 will be processed by Direct Group Limited. Certain subsidiaries of Direct Group Limited are authorised and regulated by the Financial Conduct Authority. Registered office: Quay Point, Lakeside Boulevard, Doncaster, South Yorkshire, DN4 5PL. Financial Services Register number: 307332. Company number: 2461657. Registered in England & Wales.

Keep a copy of your submission.


Step Three: Wait

The Claims process typically takes 5-10 working days, upon receipt of your completed Claims Form and all relevant supporting documentation.

Some Claims can take longer to process, but Direct Group will do their best to keep you updated.

If all required documentation is not supplied as requested, this may prolong your waiting time.


Step Four: Verdict

Direct Group will contact you regarding the outcome of your Claim, not InsuraTrip.

If you have not heard a verdict from Direct Group, then your Claim is still processing. This does not mean that your Claim has been rejected. 

 

If you are dissatisfied following the final written response, you will be eligible to refer your case to the Financial Ombudsman Services (FOS).

The FOS is an independent body that arbitrates on complaints about general insurance products.

You have six months from the date of your final response from TIF to refer your complaint to FOS.

If you would like to contact the Financial Ombudsman Services, please visit their website: http://www.financial-ombudsman.org.uk/consumer/complaints.htm 

 

Please Note: This information is a summary guide only for your convenience to help get you started and does not replace the formal claims procedure. Please refer to the Policy Wording Claims Procedures for full details.

 

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