Damage, Theft & Loss Protection
Terms of Service
How Damage, Theft & Loss Protection Works
While you are a Member of our service, this benefit protects most new, non-commercial products that you purchase and receive, in the UK, either for yourself or as a gift, where the entire purchase price of the product is paid using your credit card, debit card or cheque. If a qualifying purchase is lost, stolen, or damaged within 90 days of the purchase date, we'll gladly reimburse you for the expenses not covered by any other applicable third party insurance cover available to you.
How to Make a Claim
You can initiate a claim on this site. You need to submit a claim within 90 days of the loss or damage. If additional information is requested, it must be submitted within 6 months from the date of occurrence.

Limitations of Liability
You can collect up to a maximum of £500 per item, £2,500 per claim in relation to one event or series of connected events, and a total maximum of £5,000 per year. There is a £1,000 limit per item on jewellery, watches, furs, antiques, coins, stamps, fine art and other numismatics (items related to the study or collecting of coins, medals, and paper money), subject to the £2,500 and £5,000 limits set out above.

If the damage affects articles in a pair or set, this benefit will pay only the proportionate share of the item(s) damaged that it bears to the total purchase price.

How Claims are Satisfied

Valid claims will be satisfied either by replacing the lost, stolen or damaged item or by making a cash payment to you for an amount not to exceed the amount of the total purchase price or the relevant portion of the purchase price of the item, subject to the limits of liability set out above.


Before you have a product repaired, you need to get approval on the repair estimate from a Claim Representative. If you do not get pre-authorisation, then your claim may be denied.

When you make a claim, you may be asked for one or more of the following along with your completed Claim Form: a copy of the purchase receipt; a copy of the manufacturer's warranty; a copy of the repair estimate (for damaged items); and/or a copy of the police report (for theft). If we change the claims process, we will communicate the new process on this site.

Also, each type of loss requires some additional documentation.

    Theft:
  • Claims over £50 require a copy of the police report and/or crime number (as applicable).
  • Claims over £250 require:
    - a copy of your insurance policy certificate, schedule, and related terms and conditions, or a letter from your insurer confirming that your loss is less than your insurance excess
    - Copy of the claim and settlement cheque or other document from or relating to your insurance coverage(s) if your loss is greater than your insurance excess.
  • Documentation, as requested, necessary to process the claim, including verification that your insurance coverage has refused your claim and a copy of your policy if your loss is not covered by it; and, if applicable, an affidavit confirming that you do not have any applicable insurance
    Damage
  • Repair bill/estimate, if the item is repairable
  • Damaged item, if not repairable, and:
    - Good quality photo of the item, if it is unsafe to send (e.g. broken glass)
  • Claims over £250 require one of the following:
    - A copy of your insurance policy documents and terms or a letter from your insurer confirming that your loss is less than your insurance excess.
    - Copy of the claim and settlement cheque for your insurance coverage, if your loss is greater than your insurance excess.
    - Verification that your insurance coverage has refused your claim and a copy of your policy if your loss is not covered by it
    - If applicable, an affidavit confirming you do not have any applicable insurance.
    Loss
  • Signed loss report from the manager or other official of the establishment/location where you lost the item (e.g., hotel, public transport operator, restaurant, airline), on letterhead.
Programme Exclusions
Damage, Theft & Loss Protection does not cover:
  • Inherent product defect; normal wear and tear; damage or theft through abnormal use, course of play or consumption including intentional or wilful damage
  • Incidents arising from or caused by: theft from vehicles unless from a locked vehicle with visible marks of forced entry present and a police report has been filed; fraud; abuse; mysterious disappearance
  • Indirect or consequential damage or loss, bodily injury, property damage, punitive or exemplary damages or legal costs
  • Damage or loss caused by war or hostilities of any kind, confiscation by order of any government, public authority or customs official, risks of contraband, illegal activty or acts, radioactive contamination, flood, earthquake, or any other event of force majeure
  • Cash or its equivalent; circulating currency; negotiable instruments; travellers' cheques; passports,visas documents; tickets of any kind
  • Damage or theft of jewellery from baggage unless carried by hand and under the personal supervision of the Member or Member's travelling companion previously known to the Member
  • All type of aircraft, watercraft and motorised vehicles and bicyles (and the parts thereof)
  • Animals; living plants; pershables, or consumable items like golf balls
  • Real property; structural items intended for storage, transport, display or habitation
  • Items intended for commercial use
  • Items bought with cash

Note: where an item has been lost or stolen whilst being delivered to you, and you are entitled to submit a claim under our Delivery Guarantee cover, you may only submit a claim under our Delivery Guarantee cover and no under this cover.

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