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 dialling *#06# or by checking under the battery of your handset.

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

No – all business owned devices can be covered under your policy

Q. What is covered under the Mobiru policy?

Below is a summary of the different hazardous 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, providing the gadget is returned to us.
  • Breakdown – 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). Loss cover is only provided under Gold or Platinum policy cover.
  • Worldwide Cover – Cover is extended to include use of the gadget anywhere in the world, for up to a maximum of 90 days, in any one year.
  • Accessories – In the event of a claim being agreed by us in respect of your mobile, we will replace any accessories damaged, stolen or lost at the same time as your device, subject to the overall sum insured limit 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 or supplied to your business 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 my business is based outside of the UK?

Unfortunately this is not possible. Our policies are intended for use by UK domiciled businesses 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 business mobiles, tablets and laptops under a single policy

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 Burnett & Associates Ltd?

Burnett provide policy and claims administration on behalf of the Insurer. Burnett & Associates Ltd is registered in England at Enterprise House, Isambard Brunel Road, Portsmouth, Hampshire, PO1 2RX, registration number 1472537 and is authorised and regulated by the Financial Conduct Authority, registration number 305511.

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

There is no excess to pay in the event of a claim under this policy

Q. When does my insurance policy end?

All policies are arranged on an annual basis. You can add or remove business devices from your policy during the policy period on request.

Q. How do I make an insurance claim?

In the event of making an insurance claim, You must contact our Claims helpline on 0333 999 7901 (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 client 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 make a complaint or raise a general query?

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