What should I do if I have lost my phone while travelling?
If your phone is lost during your trip, you should first take steps to try to locate it, such as contacting your accommodation, transport provider, or local lost property offices.
You must do the following steps if you lost your phone:
- you must, where reasonably possible, report the incident as soon as practicable (preferably within 24 hours) to the police or to the office of the bus line, airline, shipping line, or rail authority you were travelling on at the time. You will need to provide a copy of the written report to support your claim.
- you must also supply the IMEI (International Mobile Equipment Identity) number and block the IMEI with your telecommunications provider.
When submitting a claim under the Luggage and Personal Effects benefit, you will also need to provide proof of ownership and value, such as receipts, bank statements, or warranty cards (if no other evidence is available). Claims are assessed based on the circumstances, and if accepted, the amount payable will be either the cost to repair the phone (if possible) or the cost to replace it, up to the applicable policy limits.
Every claim is reviewed individually on a case-by-case basis and will only be paid if it meets the terms, conditions, limits, and exclusions in your policy. Always check the PDS carefully so you know exactly what’s included before you travel.