Important information before you start
One device issue per submission
Please submit this form for one device issue/incident. You can upload multiple documents for the same issue. For a separate, unrelated issue, submit a separate claim.
Have these ready
For all claims:
- Your policy number / reference
- Device details (type + make/model + identifier: IMEI/MEID/ESN for cellular devices, or serial number for others)
- Incident date, time, and location + what happened
- Proof of ownership/value (e.g. receipt, invoice, or order confirmation)
If your claim is for damage or breakdown, also have:
- Photos or video of the damaged device
If your claim is for theft or loss, also have:
- Confirmation from your network/airtime provider that the device has been blacklisted and SIM barred (mobile phones only)
- Usage report from your network provider showing activity for the 30 days before the incident (you can request this at the same time as blacklisting)
- Theft: crime reference number / police report
To avoid delays
Most delays are caused by missing information and documents. Please upload the requested information listed above that applies to your claim at the time of submitting. Please note, we will need all documents in their original format. For example, anything from your network provider or the company you bought the device from should be sent as the original file (such as a PDF or email attachment). Screenshots are not an acceptable format.
Important notice for inspection or assessment
Before sending in your device, you must ensure it is backed up, Find My iPhone / Find My Device is turned off, and the device is reset to factory settings. Devices received without these steps completed may not be fully tested, and this could lead to delays or unresolved faults.