Frequently Asked Questions

For 3UK customers

What does Accidental Damage cover?

Three customers with Accidental Damage cover are covered for accidental damage under normal usage of the device. Accessories up to £300 purchased with the device are also covered. The insurance covers electrical breakdown after the expiration of any manufacturer guarantee. Here below is a partial list of exclusions, full exclusions can be found in the terms and conditions.

  • Loss or theft
  • Intentional damage
  • Damage from misuse, negligence, or if you fail to properly maintain your device.
  • Software or data issues, including viruses, spyware, lost or corrupted data or programs, etc.
     

What does the Full Cover cover?

Three customers with Full Cover are covered for accidental damage under normal usage of the device, as well as theft and loss. Accessories up to £300 purchased with the device are also covered. The insurance covers electrical breakdown after the expiration of any manufacturer guarantee. Here below is a partial list of exclusions, full exclusions can be found in the terms and conditions.

  • Intentional damage
  • Damage from misuse, negligence, or if you fail to properly maintain your device.
  • Software or data issues, including viruses, spyware, lost or corrupted data or programs, etc.
  • Theft as a result of the device being left unattended in vehicles or public places
  • Theft if a police report has not been completed

How do I file a claim?

To file claim, click here. If you own an Apple device, before filing a claim, you must disable Find-My-iPhone.

How do I find my device's IMEI?

For iOS devices (iPhones and iPads) click here.

For Android devices:

How do I cancel my protection plan?

To cancel your policy, please contact Three.

How do I contact SquareTrade?

To file a claim, click here.

For anything else, please give us a call.

How does SquareTrade 2-day repair service work?

For claims approved before 8:30pm Monday-Friday or 2:30 on weekends, you will receive an email with instructions and a shipping label to attach to your packaged device, which you can then take to a drop off location. You are responsible for securely packing your device before dropping it off at the post office.

We will fix your broken device and return it to you within 2 business days from claim approval.

Before dropping it off:

  • Back up your device (if possible)
  • Remove any accessories
  • Remove SIM card
  • Turn off screen lock password


To start your claim, click here.

How does SquareTrade 1-hour repair service work?

For claims approved before 8:30pm Monday-Friday or before 2:30 on weekends, you can bring your broken device and claim ID to your selected local repair store and your device will typically be fixed in less than an hour.

Please note that availability of the local repair service depends on your proximity to an authorised repair store, your device type and the damage type.

How does the Next Day exchange service work?

For claims approved before 8:30pm Monday-Friday or before 2:30 on weekends, you will receive a like-new replacement device the next business by courier to the address of your choice. Simply hand the courier your broken device, and it will be returned to us.

Before handing your device to the courier:

  • Back up your device (if possible)
  • Remove any accessories
  • Remove SIM card
  • Turn off screen lock password


For claims made over the weekend, the replacement device will arrive the following Tuesday.

How does Same Day exchange work (Greater London area only)?

For claims approved before 12pm Monday-Friday in the Greater London area, you will receive a like-new replacement device the same business day at the address of your choice. Simply hand the courier your broken device, and it will be returned to us.

Before handing your device to the courier:

  • Back up your device (if possible)
  • Remove any accessories
  • Remove SIM card
  • Turn off screen lock password

You must return your phone within 15 days of receiving the replacement device, otherwise SquareTrade will charge you a fee that is equal to the value of your device.

How does SquareTrade Go work?

For claims approved before 8:30pm Monday-Friday or before 2:30 on weekends, you will be able to book a repair slot which is usually within 3 days. An authorized repair technician will meet you at an address of your choice, and typically repair your device within one hour!

Can I transfer my protection plan to someone else?

No, your plan can't be transferred to another person or device.

I bought a new phone with a SquareTrade protection plan. When do I get the first bill?

The monthly charge will be shown on your Three invoice.

How do I turn off Find-My-iPhone anti-theft lock?

For iOS devices (iPhones and iPads) click here.

The easiest way to remove both Find My iPhone and Touch ID is to remove your device from your account before the defective device is picked up by the courier. You need to remove all content and settings on your iPhone / iPad before sending it to us, so make sure you back up everything on your iPhone / iPad first.

For Samsung devices click here.

How do I back up and restore my device to its original factory settings?

Click here for instructions on how to back up and restore your device to its original factory settings.

For Amazon customer with a plan bought after March 17th, 2021

How do I file a claim?

To file a claim please call us on +44 203 936 5381 (8am-6pm Mon-Fri or 9am-3pm Sat) or send an email to: amazonsupport@squaretrade.co.uk.

If I change my mind and no longer want the protection plan, can I cancel it?

You can cancel your plan anytime by logging into your Amazon account.
For customers with a continuous policy (paid monthly), log in to your amazon account and go to amazon.co.uk/yms. Find your SquareTrade policy, click 'Manage subscription' and you can cancel under 'Advanced Controls.'.

For all other policies you can cancel under ‘My Orders’ by searching for your SquareTrade Policy.

How do I submit a receipt or proof of purchase for my item?

When you call SquareTrade customer service to file a claim, they may ask you to submit proof of purchase via email to amazonsupport@squaretrade.co.uk.

SquareTrade purchase confirmation email is the preferred proof of purchase.

Can I transfer my protection plan to someone else?

No, your plan can’t be transferred to another person or device.

When I have a filed claim, what happens next?

If your claim is approved by our Claims Department:

i. we may determine that it is not economic to repair your insured item, in which case you will be offered a replacement product, a cash settlement or an Amazon gift card at our choosing. You will be responsible for disposing of your insured item; or

ii. we will initially attempt to repair your insured item. If we are unable to repair the insured item, or it is not economic to do so in our opinion, you will be offered a replacement product, a cash settlement or an Amazon gift card at our choosing. The original insured item will not be returned to you unless you request it and cover our reasonable costs of shipping it to you.

You can call us on +44 203 936 5381 (8am-6pm Mon-Fri or 9am-3pm Sat), or send an email to: amazonsupport@squaretrade.co.uk.

What happens if you cannot fix my item?

If we cannot fix your item we will arrange a replacement, a payout or an Amazon gift card at our choosing.

What doesn’t the SquareTrade protection cover?

Key exclusions include:

  • Deliberate damage
  • Loss
  • Cosmetic damage
  • Theft

Is there a limit to how many claims I can make?

You can make 2 claims per 12-month period.

Does SquareTrade cover commercial use?

SquareTrade covers items used for personal use and commercial use.

Does SquareTrade cover my item if I’m travelling abroad?

Our worldwide cover means your item is covered, wherever in the world it breaks. To receive a replacement device you must be back in an EU country and to benefit from the repair service you must be back in the UK.

How can I make a complaint?

You can call us on +44 203 936 5381 (8am-6pm Mon-Fri or 9am-3pm Sat), or send an email to: amazonsupport@squaretrade.co.uk.

How do I back up and restore my device to its original factory settings? Applicable to mobile devices

Click here for instructions on how to back up and restore your device to its original factory settings.

For Amazon customer with a plan bought after October 8th 2018

How do I file a claim?

To file a claim please call us on +44 203 936 5381 (8am-6pm Mon-Fri or 9am-3pm Sat).

If I change my mind and no longer want the protection plan, can I cancel it?

You can cancel your plan anytime by logging into your Amazon account.

How do I submit a receipt or proof of purchase for my item?

When you call SquareTrade customer service to file a claim, they will ask you to submit proof of purchase via email to amazonsupport@squaretrade.co.uk.
SquareTrade purchase confirmation email is the preferred proof of purchase.

Can I transfer my protection plan to someone else?

No, your plan can't be transferred to another person or device.

When I have filed a claim, what happens next?

If your claim is approved before 18:00 Monday-Friday or before 15:00 on Saturdays, a courier will deliver a replacement phone to you the next working day and pick up your broken device, or on Tuesday if your claim was approved on Saturday. When the courier arrives you will need to hand your broken device to the courier. Please note that you'll have to disable any passwords and anti-theft locks (e.g. Find My iPhone) before handing your broken device to the courier. If you fail to disable password and anti-theft lock, you will be charged a fee up to 800 GBP (won't exceed the device retail price).

If you prefer to keep your device, you can choose the 4-day repair resolution option that works as follows: the day after your claim is approved, a courier will pick up your broken device and send it to SquareTrade repair centre where specialised techinicians will fix it and return it to you within 4 days from claim approval.

You can call us on +44 203 936 5381 (8am-6pm Mon-Fri or 9am-3pm Sat), or send an email to: amazonsupport@squaretrade.co.uk.

What happens if you cannot fix my item?

We will arrange for a replacement.

What doesn’t the SquareTrade protection plan cover?

Key exclusions include:

  • Deliberate damage
  • Loss
  • Cosmetic damage
  • Theft

Is there a limit to how many claims I can make?

You can make 2 claims per 12-month period.

Does SquareTrade cover commercial use?

SquareTrade covers items used for personal use and commercial use.

Does SquareTrade cover my item if I’m travelling abroad?

Our worldwide cover means your item is covered, wherever in the world it breaks. To receive a replacement device you must be back in an EU country and to benefit from the 4-day repair service you must be back in the UK.

How can I make a complaint?

You can call us on +44 203 936 5381 (8am-6pm Mon-Fri or 9am-3pm Sat), or send an email to: amazonsupport@squaretrade.co.uk.

How do I back up and restore my device to its original factory settings?

Click here for instructions on how to back up and restore your device to its original factory settings.

For all other customers

How do I contact SquareTrade?

You can call us on 020 3514 2354. Calls are normally free of charge from landlines but charges may apply for mobile phones. Lines are open between 8am to 8pm Mon–Fri.

How do I file a claim?

To file a claim, simply click on the File a Claim link at the top of this page. Alternatively you can call the number above. If you have not already submitted your item’s receipt of proof of purchase online, we will ask you for this receipt during the call.

If you bought your protection plan in a store, you will need to hold on to the receipt. When you need to file a claim, we will ask for some information from that receipt.

How do I submit a receipt or proof of purchase for my item?

You can submit your proof of purchase online, simply click on My Plans and follow the instructions. There are also instructions to help you in your SquareTrade welcome email.

If you bought your protection plan in a store, you will need to keep the receipt. When you file a claim, we will ask for some information from that receipt.

If you’re having difficulty submitting your proof of purchase, please give us a call and we’ll be happy to help.

Can I transfer my protection plan to someone else?

Yes. Just give us a call and we can transfer the plan to anyone you’d like.

When I have filed a claim, what happens next?

For smaller items, we will provide a free prepaid postage label to our authorised service facility for repair. For fragile items like tablets, we may also provide you with a free prepaid postage box to send your item to us.

What happens if you cannot fix my item?

Depending on the issue, we will either arrange for a replacement or refund the replacement cost. The maximum liability over the life of your protection plan is the original purchase price of the insured item. See Terms & Conditions for details.

What doesn’t the SquareTrade protection plan cover?

SquareTrade covers most things except for intentional damage, loss, and theft*. Accidental damage cover is available on selected protection plans — ensure you select the cover you want before purchasing.

*Loss and theft may be available on some mobile phone protection plans.

Is there a limit to how many claims I can make?

Whilst there is not a specific limit on the number of claims you can make, the value of your cover is limited to the original purchase price of your item (the ‘limit of coverage’). The remaining value of your cover will decrease with each claim and your protection plan will be complete once this limit of coverage has been reached. See Terms & Conditions for details.

Does SquareTrade cover commercial use?

SquareTrade covers items used for personal use. We do not cover any item that is used solely for commercial purposes.

Does SquareTrade cover my item if I’m travelling abroad?

Our worldwide cover means your item is covered, wherever in the world it breaks. For details on how we process your claim when overseas, please see our Terms & Conditions.

How can I make a complaint?

We aim to provide you with the best service possible at all times. If we make a mistake, we will aim to put things right as soon as we can. Please click here for more information if you want to complain.

How do I back up and restore my device to its original factory settings?

Click here for instructions on how to back up and restore your device to its original factory settings.