Policy Administration Services
Who are Policy Administration Services Limited?
Policy Administration Services Limited (PAS) administers your insurance policy on behalf of London General Insurance Company Limited. PAS administer over one million policies and are authorised and regulated by the Financial Services Authority.
What does Policy Administration Services Limited do?
Policy Administration Services Limited administers your premierplan pay as you go (PAYG) policy. We only administer policies for Phones 4u customers; therefore we are solely focused on the service that we provide to you.
Mobile Phone Insurance
What am I covered for?
You can find out exactly what the policy covers you for by referring to your policy terms and conditions. Please click here to view a copy of the latest terms and conditions for premierplan PAYG. If you purchased your insurance before April 2007 you will need to contact us to find out more.
What do I have to do if my phone is stolen or damaged?
For further detail on our claim's process, including who you need to contact, please click here.
Who can I contact if I encounter any problems?
If you have any problems, please click here to contact our Customer Services team.
Can I pay for insurance on a monthly basis?
The method of payment is based on your policy. As a premierplan PAYG customer, your insurance is paid for via a single payment and cannot be paid for by monthly instalments.
If I cancel my policy, when will my
cover end?
Your cover will cease immediately; any
payments you have made will be retained as an administration charge unless you
cancel your policy within the 14 day cooling off period.
Can I
manage my policy online?
Your mobile phone
insurance has been specially designed as a web-based solution to allow you to
log, track or cancel a claim, and update your personal details, online. Click here to log
in/register to access your policy.
How long
will my claim take to process?
We will be able to
assess your claim once we have received your completed claim form and other
supporting documents plus your excess payment.
How
long will a repair take?
It’s not possible to
give a specific time for any particular repair, as the length of time taken
depends upon the type of repair required. However, if we are unable to complete
repair in 14 days, we will automatically send you a replacement.
Can I
contact the repair centre myself?
As part of our
customer service, we will contact our designated specialists on your behalf, and
will provide you with a progress report. Alternatively, you can view your claim
status online in your personal My Account area. Click here to
login/register access to your policy.
How do
I get my replacement phone?
A replacement
handset will be sent to the delivery address you state on your claim form. Your
handset will be delivered by Royal Mail Special Delivery and will require a
signature upon receipt; please consider whether you will be available to sign
for the delivery when specifying your chosen delivery address.
Can you
send my phone to a work address?
Of course we
can – just enter your work address in the alternative delivery address section
on the claim form.
Will
the replacement phone I receive be identical?
We’ll certainly try our best but in some cases, an identical handset (for
example, make, model and/or colour) may be unavailable. If this happens, a
replacement handset of equal or greater specification will be sent to you (at
the discretion of Policy Administration Limited).
Why do
I have to pay an excess?
The reason we ask for
an excess payment is to enable us to keep your payment as cheap as
possible.
What is
a suitable proof of purchase?
A suitable proof
of purchase must show your phone’s IMEI number and its make/model, such as a
purchase receipt, a despatch note or an airtime bill.
storemynumbers
What is
storemynumbers?
Storemynumbers is our inclusive
backup facility for all premierplan, premierplanplus and
premierplan pay as you go customers that enables you to save and restore
information from your phone to a secure web server.
What
capabilities does my phone need?
If your phone
has SyncML capability and GPRS settings on the phone are activated, data
synchronisation between your phone and the secure server will be possible, ‘over
the air’, with no need for cables. This means you can save and restore
information anywhere you have a network signal.
However, we have also
added a number of non SyncML handsets to offer you the option to import/export
data from your phone via your PC.
You can login to check the supported devices list within your
storemynumbers area to see if your handset is compatible.
What
are GPRS and SyncML?
GPRS is the technology used
to send data from your mobile to the Internet, e.g. when browsing the Internet,
sending MMS, or reading/writing email from your mobile. It is available on
virtually all handsets today but may require updated settings from your operator
before it works.
SyncML (Synchronization Markup Language) is a
platform-independent information synchronization standard. The majority of
existing synchronization solutions have been manufacturer
specific.
SyncML changes this by offering an open standard as a
replacement. Several major manufacturers such as Nokia, Sony Ericsson and
Motorola already support SyncML in their products.
What if
my phone isn’t compatible?
We are continually
adding new phones; however, even without storemynumbers you can still enjoy the
benefits of Mobile Phone Insurance and/or Tech Protect.
As
storemynumbers is an inclusive service with your policy, you
will not be entitled to a discount on your monthly premiums if your phone is
incompatible.
You can login to check the supported devices list within your
storemynumbers area to see if your handset is compatible.
What if
I don’t have access to the Internet or have an e-mail
address?
As storemynumbers is a web-based
service, you will need access to the Internet if you would like to store your
phone’s information on the web server.
Unfortunately, you will not be
entitled to a discount on your premium if you can’t access the Internet or you
don’t have an e-mail address.
Will
storemynumbers cost me anything?
As
storemynumbers is inclusive with your policy, the only cost you may incur is
your airtime-provider’s charges for transferring data from your phone to the web
server. Obviously, any access to the internet will be at your own cost.
Please contact your airtime-provider for more
information.
What
would happen if I cancel my policy?
Access to
storemynumbers will be terminated immediately if you choose to cancel your
policy.
What
happens to all my information if I cancel my policy/make a
claim?
Your information will be stored on the
web server for 180 days after cancellation. If you have made a claim and would
like to reactivate your policy please contact us.
Can I
edit, add or delete information online?
Yes, you
can edit, add or delete information from the storemynumbers website. You can
also restore the latest backups in case you have accidentally deleted
information from your account or you change your mind. Simply follow the
onscreen instructions.
Once you are happy with your amendment(s), you can update your phone with the
new information by synchronizing your handset.
Can I
store information from more than one phone?
Yes,
you can store information from multiple phones as long as the phone(s) are
compatible.
You can login to check the supported devices list within your
storemynumbers area to see if your handset is compatible.
What do
I have to do if I damage my phone?
With
storemynumbers, you will have 30 days to retrieve all the information you have
stored on the web server to your new or repaired phone°. Simply set up your
new/repaired phone and synchronise with the server to restore all your
data.
° Subject to the mobile phone’s
capabilities
Who can
I contact if I encounter any problems?
We have
designed the website to make storemynumbers as easy to use as possible. Within
your member’s areas is a support menu which will allow you to contact us for
support. Click
here to login/register.
What is
backed-up?
The information that can be backed-up
will depend upon the phone. This can include contacts, calendar, tasks, notes
and bookmarks. Information backed-up will be taken from the memory of the phone
only.
What do
you do with my data?
Synchronisation takes place
between your phone memory and our web server. You need to ensure your contacts
and other phone data you wish to synchronise is stored to the memory of your
phone, not the SIM card or memory card. If you have any difficulties, please
read your user manual.
The service is designed to keep your information
safe, and that’s exactly what happens. Anything you save from the phone is
stored securely in your personal area. Our staff cannot access your data and we
do not use it in any way. Whilst we take every precaution to ensure the safety
of your details, it should be noted that no website is totally
secure.