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Level 5 - Insurance Claims & Repairs Update Oct 2020

Please note, during the Level 5 lockdown period of six weeks, our customers will have the option to visit their local Carphone Warehouse Store to make a claim or book in a repair, or can now avail of a Mail-In Repair service with our Repair Partners Fonfix.

Team Knowhow Insurance Customers:
For details on how to submit theft or loss claim or submit damage repair claim please click the followng link: Covid-19 Repairs and Insurance.

If you have been advised to download a repair form for an Insurance Repair, you can do so by clicking the following link: Download Repair Form. Depending on your browser settings, this form will either open in your browser or automatically save itself to your Downloads folder.


Cracked or broken screen? Faulty charging port? Get it sorted at Carphone Warehouse. Just call in to any of our stores nationwide to book a repair. There's no need to make an appointment, just bring your phone along and we'll take care of the rest.


Team Knowhow Mobile Complete offers you the insurance you need through Aviva, so you’re protected whenever you need to make a claim. And we’re ultra speedy with our processing times. For damage claims If we’re able to repair your phone, we’ll have it back to you within 10 working days, however in some cases this may take longer, depending on the problem. While for theft or loss claims we will get you back up and running within three working days once your claim is accepted. You can make a claim in any Carphone Warehouse store nationwide.


When you get a new phone, our experts can help set it up so it works just the way you want it, so whether it’s accessing your emails, trying to log onto Wi-Fi or downloading popular apps like Twitter and Facebook.


Now you can get a new phone without losing what was on your old one. Our experts transfer everything, including music, photos and contacts to your new phone. They’ll help you back it all up too.


Don’t battle against your mobile problems alone. Just say the word and our experts will connect to your phone remotely to fix the problem, while you just sit back and relax.

Want to know more? Just give one of our experts a call for free on 1800 806 200 or e-mail where your question/query will be answered within 24 hours.

A quick glance at our table shows that our dynamic combination of insurance and tech support offers you great protection and unique technical support.


Mobile Complete Insurance

Damage to your phone, including liquid damage, that affects how the phone works



Breakdown of your phone after the manufacturer’s or Team Knowhow warranty expires

Cover for accessories purchased from Carphone Warehouse that are stolen, lost or damaged at the same time as your phone up to €300

Worldwide cover

Unauthorised use

What's not covered?

There are just a few instances when our experts will be unable to come to your rescue.
Please see the below details of what’s not included in your Mobile Complete insurance policy. We do not cover you for:


  • Claims where the theft of the device has not been reported to An Garda Siochana.
  • Damage caused by general wear and tear or cosmetic damage such as dents, scratches or any other type of damage that does not affect how the device works.
  • Any theft or loss where your device is left unattended and unsecured.
  • Accessories not purchased from Carphone Warehouse.
  • Loss of stored information such as music, videos or photos.
  • Claims for unauthorised use unless you have notified the network provider within 24 hours.
  • The excess you need to pay towards any claim (no excess on breakdown).
  • Any claim when you have not paid your premiums.

Your protection pricing plan

The value of your device influences the premium of your protection plan. The table below shows the monthly payments you will make depending on the banding category that your device falls within.

Insurance and tech support at super prices
Device price band Price per month Price per year Excess fee
Band 1 €3.99 €47.88 €20
Band 2 €5.99 €71.88 €20
Band 3 €7.99 €95.88 €30
Band 4 €8.99 €107.88 €40
Band 5 €9.99 €119.88 €40
Band 6 €10.99 €131.88 €50
Band 7 €11.99 €143.88 €50
Band 8 €12.99 €155.88 €60
Band 9 €14.99 €179.88 €60
Band 10 €15.99 €191.88 €70

Technical support included in all plans

In the event of a virus taking over your phone, our experts will use their abilities to stop it in its tracks. As a Mobile Complete customer, they’ll do it for 50% off the regular price. Our experts will remove all viruses that infect your phone or tablet. Mobile Complete customers are entitled to full home tech support on all devices in your home that are connected to the internet. We’ll help you get the most out of your technology and show you how to link them all together. Hook your computer up to your telly to watch films or view photos on the big screen.


Technology is great when it works but it can be a nightmare when things go wrong. So the next time you’re struggling to set up a new device, or an old one is acting up, don’t blow a fuse. Call a Mobile Complete expert instead. They’re available for you around the clock, any day of the year. Even on Christmas Day.


Our experts can also help you set up and personalise your phone so it works just the way you want it to, sync the diary on your phone with the one on your computer. Or give different ringtones to different people, so you can hear instantly when it’s a friend or your mother calling you. You can also read reviews on the latest tech as well as handy updates and great advice in our online knowledge vault.


To make sure that you have all the cover you need, please let us know if you upgrade your device or change your address. Simply visit us in any Carphone Warehouse store, call free on 1800 806 200 or e-mail where your question/query will be answered within 24 hours.

However, if you decide you’d like to end your policy please call or email us using the details above, as we cannot do this in store.

Insurance terms and conditions:

Team Knowhow Mobile Complete terms and conditions.

Insurance Guides:

Mobile Complete Insurance Guide.

The current premium may increase at renewal if the policy is paid annually or at any time, but no more than once in 6 months, if paid monthly. 30 days notice will be given in all cases.

Helpful information

Insurance Sale Commission

The Carphone Warehouse Limited as Insurance Intermediary, receives sales commission from Aviva Insurance Ireland DAC with whom your insurance cover is arranged. Sales commission is paid at policy inception, and at renewal frequency each time you pay your insurance premium. The rate of sales commission paid will vary between 25% and 30%, based on the type of goods purchased and their sale value.

In addition, further commission may also be paid subject to the claims related performance of all insurance products sold.

Cancellation of your policy during the cooling off period, will result in sales commission being clawed back from The Carphone Warehouse Limited by Aviva Insurance Ireland DAC.

The Carphone Warehouse Limited is wholly owned by Dixons Carphone Plc.



Aviva Insurance Ireland Designated Activity Company underwrites your insurance policy. When you take out your protection plan, you enter into two agreements, one with Aviva Insurance Ireland DAC in respect of your insurance policy, the other with The Carphone Warehouse for Full Home Tech Support. If your insurance policy terminates or is cancelled, for any reason, the Technical Support agreement will automatically terminate at the same time


You are covered from the moment you sign up. The period of cover for breakdown starts from the date the manufacturer’s warranty expires. The period of cover for accidental damage, theft and loss starts from the date this policy is purchased. You may choose to pay either annual or monthly premiums for your insurance. If you pay your premium annually, cover continues for a period of 12 months from the date this policy was purchased. You will have the option to renew your policy on each anniversary of the date this policy was purchased, up to a maximum term of five years, after which your cover will cease. If you pay monthly premiums, you will be provided with one month’s cover for each monthly premium paid and cover will continue on a month-by-month basis, to a maximum term of five years from the date this policy was purchased, after which your cover will cease.


During your period of cover, we may make changes to your premium, policy cover or terms and conditions of insurance. If we decide to make such a change, we will always write to you 30 days in advance.


If you need to make a claim, simply visit your local Carphone Warehouse store – you’ll find the nearest one to you through our Store Finder or phone our call centre on 1800 333 326 between 9am to 6pm Monday to Friday, 9am – 7pm Thursday and Friday and 10am -6pm on Saturday. And don’t forget, you can also email us at If your phone breaks down or is damaged you must present it to any Carphone Warehouse store for repair. Your device will then be sent away to be repaired. If it cannot be repaired and is deemed beyond economical repair we will replace it in line with the terms and conditions of your policy. See Section Claims – Making a claim point 5. Remember you need to let us know within 60 days of discovering the incident.


You have the right to cancel your policy within 14 days of purchasing it. If you cancel your policy during this period you will be entitled to a full refund of the premium paid, provided there has been no claim. If you have made a claim or if you wish to cancel after the first 14 days, and have paid an annual premium you will be entitled to a pro-rata refund, calculated on the number of unexpired whole months remaining on the policy. If you pay monthly premiums you will not be entitled to any refund and will be covered up until the end of the month covered by your final payment. Please note you cannot cancel your policy in a Carphone Warehouse store. If you wish to cancel your policy you can do so over the phone by calling 1800 806 200 or by emailing


We hope that you will be very happy with the service that we provide. However, if for any reason you are unhappy with any aspect of your insurance we would like to hear from you. In the first instance, call us on 1800 948 260. If you have complained to us and you are dissatisfied with our final decision, you can refer the matter to the Financial Services and Pensions Ombudsman, 3rd Floor Lincoln Court, Lincoln Place, Dublin 2. Following the complaints procedure does not affect your right to take legal action.

If you're not happy with our response to your complaint

If you feel we've not considered all of your issues or you can provide further information, please let us know and we'll be happy to review it. But if you're unhappy with the outcome you can ask the Financial Services and Pensions Ombudsman to carry out an independent review of your complaint. In any event, you have the right to ask them to review your complaint if we've been unable to resolve it within 40 working days.

If you are unsure whether the Financial Services and Pensions Ombudsman will consider your complaint, please contact them directly for advice. The service they provide is free and impartial and contacting them at any stage of your complaint will not affect your legal rights.

The contact details are:
Financial Services and Pensions Ombudsman
3rd Floor Lincoln Court
Lincoln Place
Dublin 2

Their phone number is: +353 1 567 7000
You can send an e-mail to:
Or you can log on to their website:


During your period of cover, we may make changes to your premium, policy cover or terms and conditions of insurance. If we decide to make such a change, we will always write to you 30 days in advance.


Aviva is a member of the ICF Irish compensation fund. You may be entitled to compensation from this scheme if Aviva cannot meet its obligations, depending on the type of insurance and the circumstances of your claim. For full details see terms.

The Carphone Warehouse does not knowingly sell Mobile Complete policies to persons under the age of 18.

Aviva Insurance Ireland Designated Activity Company, trading as Aviva, underwrite all Mobile Complete policies. Registered in Ireland No. 605769. Registered Office: One Hatch Street, Dublin 2, Ireland D02 E651 and any agent we appoint. Aviva Insurance Ireland Designated Activity Company, trading as Aviva, is authorised and regulated by the Central bank of Ireland.


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