Q. How do I find out my IMEI number?

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 looking in your “settings” menu or your phone, or by dialling *#06#, alternatively, you can check under the battery of your handset.

Q. Is there an age restriction on the Mobile Device that I can insure under a policy?

Yes, at Mobiru we can cover any device which is less than 30 months old at the point of you arranging cover.

Q. What is covered under the Mobiru policy?

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 mobile device if it is damaged as the result of accidental damage.
  • Breakdown (Mobile phones & tablets only) – We will repair or replace your mobile device 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.
  • Malicious Damage – If your mobile device is damaged through the intentional or deliberate actions of another party we will repair it. Where only part or parts of your device have been damaged, we will only replace that part or parts.
  • 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 30 days, in each-and-every trip.
  • Accessories – In the event of a claim being agreed by us in respect of your mobile device, we will replace any accessories damaged, stolen or lost at the same time as your device, subject to the limit of £150 for each device.

All of the above are subject to the policy terms and condition, exclusions apply.

Q. What devices does my policy cover?

The policy will provide cover for mobile devices, specifically Smartphones, Tablets and Laptops / Macbooks owned and used by you, as stated in your insurance schedule.

Q. How soon will I receive my policy documents after purchasing a policy with you?

Your policy schedule and wording will be instantly available on completion of your online purchase. A link to download your policy wording 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.

Q. Can I insure my mobile device(s) if I am based outside of the UK?

Unfortunately this is not possible. Our policies are intended for use by UK domiciled individuals and comply with appropriate UK legislation and regulation.

Q. Can I insure more than one device?

Absolutely – our policy is specifically designed to cover all your mobiles, tablets and laptops under a single policy.  You can add or remove devices at any time via the Mobiru customer portal.

Q. How do I purchase insurance?

Protecting your business devices is quick and easy. Insurance can be purchased online with immediate cover. Simply get a quote, make payment and request immediate cover or a future date up to 30 days from the date of your quotation.

Q. Who is Insync Insurance Solutions Ltd?

Mobiru is a registered trading style of Insync Insurance Solutions Ltd is the Administrator of the mobile device insurance scheme, working on behalf of the underwriter. Insync Insurance Solutions Ltd is authorised and regulated by the Financial Conduct Authority.

Q. Who is Great American International Insurance DAC?

Great American International Insurance DAC is the scheme insurer for Mobiru gadget insurance. Great American International Insurance DAC is a regulated insurance company, based in Dublin, Ireland and is part of the Standard & Poor’s ‘A+’ rated Great American Insurance Group. The registered office and business address of Great American International Insurance DAC (registered office number 380145) is at Station House, Dublin Road, Malahide, Co. Dublin, Ireland. Great American International Insurance DAC is regulated by the Central Bank of Ireland. Great American International Insurance DAC is regulated for the conduct of business in the UK by the Financial Conduct Authority. Details about the extent of this regulation are available on request.

Q. In the event I claim how much is the excess on my device?

In the event of a claim under your policy, you will be required to pay an excess, this is the amount of any claims or loss which you are responsible for.  Details of your excess amount can be found on your policy schedule and wording.

Q. When does my insurance policy end?

Policies are arranged on a monthly basis will renew each month on payment of your premium. Annual policies are valid for 12 months.  We will contact you automatically in advance of your renewal to see if you would like to renew your policy.

Q. Can I add or remove mobile devices from my policy?

You can add or remove devices from your policy during the policy period at any time via the Mobiru Customer Portal.

Q. How do I make an insurance claim?

In the event of making an insurance claim, you should visit our claims reporting portal: https://personal.mobiru.co.uk/make-a-claim.  Claims can also be reported via telephone by calling the Mobiru Claims Team on 0330 1000 206. (local call rate) 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 phone you must also contact your Network Provider within 24 hours of discovering the incident to place a call bar on the handset.

Q. How can I report theft or malicious damage to the police?

You should either contact your local police station or 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.

Q. Do I need to report any theft or loss of my phone to my network provider?

You need to report the theft and loss of any Smartphone, Mobile 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.

Q. Do I need to supply a receipt if I make a claim?

In the event of a claim you will need to provide the original receipt for the purchase of your mobile device for which you are claiming. If you do not possess or were never issued with a receipt for your gadget (as they were provided free as part of a contract, e.g. mobile phone), you will need to provide evidence of the original order and/or contract under which the device was supplied.

Q. What do I do if my device was provided free as part of a contract, e.g. my mobile phone?

If your gadget was provided to you as part of a contract, and you part paid or the cost of the gadget was free to you, you will be required to provide evidence of the original order and/or contract under which the device was supplied and the current retail price of the device from the internet or high street retailer. Evidence of this will be required in the event of claim and is required by us to prevent fraud / the receipt of stolen goods.

Q. What should I do if I replace or purchase additional mobile devices?

Changes to your devices, including additional items, can be made directly from the Mobiru customer portal.

Q. Can someone make a claim on my behalf?

Due to the Data Protection Act, we require the policyholder to contact us in the event of a claim. If you are an employee, you must have the expressed permission of the person(s) who arranged the policy.

Q. How do I cancel my policy?

Within the first 14 days you may cancel your policy at anytime without reason and receive a full refund provided no claim has been made.

After the 14 days cooling off period we require 30 days notice. Cancellations must be sent in writing via email. Please quote your policy number and state that you wish to cancel. You can email This email address is being protected from spambots. You need JavaScript enabled to view it. Or write to: Mobiru Insync Insurance Solutions Ltd 9 Albany Park Cabot Lane Poole BH17 7BX Provided no claim has been made you will receive a proportionate refund of the annual premium for the remaining months. Please see our Mobiru Policy document for full terms and conditions. Please note that if you do cancel your policy, your business devices will no longer be covered against any hazards that your policy covers.

Q. How do I cancel my policy?

We welcome all queries and questions. Please contact us on 0330 1240730 or via email This email address is being protected from spambots. You need JavaScript enabled to view it..

9 Albany Park, Cabot Lane,
Poole, Dorset BH17 7BX

t. 0330 1240730
e. This email address is being protected from spambots. You need JavaScript enabled to view it.

© Insync Insurance Solutions Ltd 2016 All rights reserved. Mobiru is a trading style of Insync Insurance Solutions Ltd which is authorised & regulated by the Financial Conduct Authority. Our registered office is Midland House, 2 Poole Road, Bournemouth, Dorset BH2 5QY and we are registered in England under company number 08810662. Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service, which can be contacted as follows: The Financial Ombudsman Service Exchange Tower, London, E14 9SR | Tel: 0800 023 4567 or 0300 123 9 123 | www.financial-ombudsman.org.uk *Over the counter repairs and free screen protector is provided through our partnership with Timpsons.  This service is not currently available to Mobiru business gadget customers.