Make a claim


If you need to make a claim with your Mobile Complete plan or Mobile Lite plan, we're standing by to get it sorted. Contact us below and we'll be in touch as soon as possible.

This page is for making a new claim. If you have a query, update, or wish to make an appeal on 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:

If the phone has been stolen, you must report the incident to the police and obtain a crime reference number before your claim is submitted.

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 458 6117. (Opening times: 8.00-20.00 Mon-Fri, 9.00-18.00 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 reference number from the police (for theft claims)

Online Theft/loss claim form

In order to make a claim, you need to block your line with your network service provider. We recommend you contact them as soon as possible, as this will also limit any charges you may incur for unauthorised use. You also need to obtain a crime reference number from the police if your mobile phone has been stolen.

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

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.

How would you like to make a claim?


Message us

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Over the phone

Rather talk in person? Our experts are standing by to help. Give us a ring today and we'll get you sorted.

0800 049 0221