Screen Repair FAQs

Front screen repair can be used once during the minimum term of your plan.

No, this optional add-on is only applicable if you have taken out Complete 24 month Airtime or Connect Plan. Laptops are not included within Screen Repair.

For Apple devices, if there is damage to the front and rear of the device then you will not be able to request a front screen repair.

Android devices can still make a claim for a front screen repair if the rear is damaged.

Front screen repair is not transferable to another person, device or when a change of ownership is performed.

If not used, this option or add-on expires and does not roll over.

All screen repair requests will be managed via Screen Repair Partner, Square Trade, including payment of the £25 fee.

The process to request a repair will include:

  • Telephone the Repair Partner on 02034679853. Their opening hours are:  
    Monday to Friday 08:00 - 21:00 
    Saturday to Sunday 09:00 – 18:00 
  • You’ll need to confirm your personal details to the Repair Partner and provide them with your IMEI number, which you can get by typing *#06# into the call keypad on your device. You can also find it on the packaging that your device came in
  • You’ll need to provide a description of the screen damage to your device.  
  • Screen repair excess fee of £25 will be collected by the Insurance Provider by credit card, debit card or PayPal 

The Repair Partner will contact you to confirm if your request for a screen repair has been approved and to confirm next steps. You must ensure that all personal data on your device is backed up and removed before you give your device to the Repair Partner.  

We aim to have your device repaired and returned to you within 7 business days of the Repair Partner receiving your device. Sometimes it may take longer.

  • Theft or loss
  • Any request for a repair that is made where you have cancelled your Qualifying Plan, or where you are outside the 24-month term of your Qualifying Plan  
  • Damage that is already covered by manufacturer warranty or seller guarantees
  • Any repair request made for minor cosmetic damage. This could be, for example, a scratch. 
  • Minor cosmetic damage
  • Intentional damage by the Policyholder
  • Personal data on the Insured Device (photos, e-mails, contacts, threads, etc.)
  • Software applied to the Insured Device (apps) that is not necessary for operating the Insured Device
  • Malicious damage caused by the Policyholder.
  • Any repair request where there is other damage to your device, except cosmetic damage, in addition to your damaged screen. For Apple devices, other damage includes damage to the back screen of your device

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