Had an Oops moment?
At Oops we understand that making a claim can be daunting. That’s why we make the claims process easy and speedy. Launching a claim could not be easier and can be done in a way that suits your needs. By logging into your customer portal, a claim can be initiated with a few clicks. Alternatively, you can telephone us or send an email and we’ll do the rest.
How to make a claim…
Please do not unexpectedly deliver any gadgets directly to us. You must log your claim first and we will tell you exactly what you need to do next.
Login to your customer portal by selecting “Customer Login”, find the policy you need to make a claim on and select the “Make a Claim” icon. We will then make contact with you and guide you through the claims process.
(If you have forgotten your login details simply select “Forgotten Password?” and enter your email address. Check your email and then reset your password. Your security settings may cause the email to go into your spam folder, so always check this if the email does not appear.)
Alternatively, you can telephone us or send an email and we’ll tell you what you need to do next.
Tell us about any claim as soon as possible from discovery of the loss, theft, breakdown or damage. If your gadget was lost or stolen, you will also need to:
Tell your network provider as soon as you can so they can block your device and SIM card as soon as possible – we also may ask for evidence of this to support any claim for the loss or theft of your gadget. We only pay for unauthorised network charges from the point your gadget is lost or stolen up to 24 hours after you discover the loss or theft – if you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.
Tell the police about any lost or stolen gadget as soon as you can – we will ask you to provide the police reference number before we will pay any claim for loss and theft
Report the loss or theft of your gadget to the place you think it was lost or stolen from, or is most likely to be handed back to – we may ask you to provide the details of where your gadget was lost or stolen from and actions you have taken to try to recover it
A claims representative will walk you through the simple claims process and tell you what information and documents you will need to provide for us to assess your claim, like your proof of ownership or police reference number.
Your excess and any outstanding premium will need to be paid before we can settle your claim. We will either repair your gadget or send you a replacement.
You must be able to provide the following:
Proof of usage from your network that confirms your device has been in use since the policy started and up to the event giving rise to your claim.
Proof of purchase – this should show both the IMEI of the device purchased along with the date/time as well as the store it was purchased from.
Pin number – our engineers will require this to complete quality assurance testing once the repairs have been completed.
Additionally, for loss or theft claims:
Crime Reference number – please visit either www.reportmyloss.com, www.virtualbumblebee.co.uk or www.immobilise.com to report the loss/theft.
Proof of Barring – your network provider will be able to provide you with this document.
Proof of SIM card replacement – when you order a replacement SIM card the document from your network provider would be sufficient.