Make a claim


If you need to make a claim with your Mobile Complete or Mobile Lite plan, we're standing by to get it sorted. Just choose from the options below to get started.

This page is for making a new claim. If you have a query, update, or wish to provide information to support an existing claim, please visit this page.

What you need to do before you make a claim

If you are making a claim for a fault or accidental damage, you'll have to bring your device into a Carphone Warehouse store. To find your nearest store, please use our Store Locator.

If you're a Mobile Complete customer and your phone has been lost or stolen, you can make a claim using the form below. However, it's very important that you do the following before contacting us:

  • Report the incident to the police and obtain a crime/loss reference number
  • Contact your Network Provider and blacklist your mobile phone

Both of these will be verified prior to your claim being accepted, and we may ask you to provide written evidence of either.

Have you completed the steps above?

The Theft/Loss claim form on the link below is for Team Knowhow Mobile Complete customers who purchased through Carphone Warehouse only.

To make a Theft/Loss claim online, follow the steps below and fill in the form on the link below. We'll be in touch within 24 hours of receiving your completed form.

For any other claim, or if you cannot complete the form below, please contact us on 0800 049 0221. (Opening times: 08.00-20.00 Mon-Fri, 09.00-18.00 Sat, 10.00-17.00 Sun).

How to make a claim

You will need the following information before you get in touch with us to make your claim:

  • Your personal details
  • The Protection Plan Number (shown on your certificate)
  • Purchase date of the handset
  • The crime/loss reference number from the police (for theft claims)

Please be aware that deliberately providing false information as part of your claim is a crime. Team Knowhow are committed to protecting our customers by identifying and investigating fraudulent claims. The details of fraudulent claims may be passed to the police and other relevant authorities, and may also be placed on a register of claims through which insurers share information.

Choose your type of claim



(Mobile Complete only)
Start your claim


(Mobile Complete only)
Start your claim

Damage or Mechanical Breakdown

Start your claim