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| FAQ'S |
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Cybersured FAQ'S |
What does Cybersured insure?
Cybersured offers insurance for laptops and Data Cards.
Why do I need laptop insurance?
Many laptop warranties do not cover accidental damage or theft. Cybersured offers market leading laptop insurance protection with accidental damage and theft as standard, including theft from an unattended veichle or premises.
What is covered under the policy?
Theft (including theft from a secure premises and a secure vehicle, accidental damage (excluding liquid damage).
Is there an excess fee?
Yes there is an excess fee from 15%.
Do I need to provide receipts in the event of a claim?
Yes, in the event of a claim you will need to provide receipts or some proof of purchase for all items you are claiming for. To speed up the process you may forward copy of receipts at the start of your policy to the address below, we will keep these on file and use them to verify the items in the event of a claim.
For laptop insurance the item must be less than 6 months old.
What is the claims procedure?
In the event of a claim you must:
• Report the theft to the police within 24 hours of discovery
• If your claim relates to a faulty item, the faulty item must be provided
• Contact CybersuredInsurance within 48 hours of discovery of any claim on theft or loss
• Failure to comply with the above may result in your claim being delayed or rejected
OOnce all the requested information has been received Cybersured will process your claim within 48 hours
Do I have to complete a written claims form?
Yes. The majority of our claims are processed over the phone however you may claim online if you prefer.
Who is the policy underwritten by?
Policies are underwritten by The Hollard Insurance Company Ltd, which is authorised and regulated by the Financial Services Authority
When does the cover commence?
Your cover will commence at point of sale as you have a period of free insurance
How do I make a claim?
You can make a claim by calling our dedicated Claim Advisors on 0860 997 779
Claim Department
Telephone: 0860 997 779
E-Mail: claims@cybersured.com (completed claims forms to be sent to this address) claims@cybersured.com
THEFT / LOSS CLAIM click here
DAMAGE / FAULT click here
How do I cancel my insurance?
You must contact 0860 997 779 for assistance and follow the procedure below:
Cancellations must be in writing. If you are cancelling the insurance within a “free” period of insurance then no notice is required, thereafter, or in all other cases, one month cancellation notice is due. You can e-mail cancellations@cybersured.com or fax 0867 430 556
What if I have a complaint?
Although we endeavour to meet our customers' expectations at all times, we understand that from time to time complaints may arise. Our complaints handling procedures are designed to comply with the rules prescribed by the Financial Services Authority and our aim is to resolve any complaints that we receive both fairly and promptly. Send us your complaint via e-mail to complaints@cybersured.com
Who do I contact regarding the complaint?
In the first instance, your complaint should be addressed to The Customer Services Manager at:
Claim Department
E-mail: complaints@cybersured.com
Fax: 0867 430 556
What happens next?
Within 48 hours of receipt of your complaint you will receive a letter. This will either be a response to your complaint or if we are not able to respond at this time we will inform you of who is handling your complaint, provide a reference for your complaint, and explain why we are unable to respond at this time.
If after 1 week, we have still unable to resolve your complaint you will receive a further letter informing you of our progress.
If after a further 2 weeks we are still unable to resolve your complaint you will receive a letter explaining why we cannot respond to your complaint. We will indicate when we expect to respond and will provide details of your right to refer your complaint to The Financial Ombudsman Services.
We will endeavour to deal with all complaints in the instance within which they occur. Where this is not possible, we will endeavour to deal with the complaint with 5 working days.
Any reference to any of the above will not affect your right to take legal proceedings.
I still can't find the answer to my question!
Contact us and we will answer your question within 24 hours! |
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0860997779
Stolen, lost or damaged laptop |
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