Make a claim


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 section.


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 below Theft/Loss claim form 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 this page. 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. 


Please read this declaration carefully and then tick the box beneath to confirm that you have read and understood it:


The information I provide in support of my claim is true and accurate to the best of my knowledge, whether I, the policyholder, or someone on my behalf, completes the claim form. I understand that The Carphone Warehouse may ask for further information in support of my claim. I agree to provide any further information if requested.


*Indicates mandatory field

Please enter first name

Please enter last name

Email address does not match

No spaces between numbers

Please enter contact number


Please enter house number

Please enter address

Please enter town/city

Please enter postcode

Security details

Please select a security question

Security question answer is invalid

Security question answer is invalid

Claims details

Please enter policy number

Please enter IMEI number

This should include things like the dates and times that apply to the incident, where it happened, what you did when you realised it was gone, who you spoke to etc.

e.g. last call, text/MMS or data use

e.g. it was in my pocket, on a table, in a bag etc

e.g. in a cafe, in the gym, at work, at home etc