Device Protection Cover


Please read this document carefully to make sure you understand the cover including conditions and exclusions. We have not provided you with any advice on the suitability of this cover to meet your needs and you are solely responsible for ensuring that it is suitable for you.

This policy may be cancelled at any time, so please refer to cancellation provisions contained in these terms and conditions.

Ice Comms is a trading name of Ice Telecommunications Limited.

phone 03332025000


Important Information

This device protection cover only applies to devices purchased through Ice Comms or leased via a finance agreement that we have arranged or facilitated.

Your device cover

In return for the payment of your monthly premium we will provide cover to repair or replace your device during the period of cover and for the cover(s) specified and subject to the terms, conditions and exclusions shown below or as amended in writing by us.

Your cover will be payable in monthly instalments.


Throughout your policy wherever words and phrases appear in bold they are defined as below.

accessories shall mean items such as but not limited to, chargers, protective cases, headphones, wearables and hands free

devices but excludes SIM cards.

accidental damage shall mean any sudden and unforeseen event resulting solely and independently of any other cause in damage to or destruction of your device which is neither deliberately caused by you, nor caused by the failure or breakdown of your device

airtime abuse shall mean airtime charges incurred by unknown persons (including fraudulent use) following the loss or theft of your device

cosmetic damage shall mean non-structural damage that does not affect the functionality or operation of the device including but not limited to scratches dents and marks caused by normal wear and tear and/or general usage

device means the item(s) covered by us and purchased from us (with or without a lease or finance agreement) and which were in full working order at the time of purchase

excess means the amount you pay towards each claim

IMEI number shall mean the 15 or 17 digit unique (serial) number used to identify your device

liquid damage means unintentional damage caused to your device as a result of coming into contact with a liquid loss means that you are unable to account for your device whereabouts and are permanently deprived of its use after reasonable precautions have been taken to protect it and it has not been left unattended (and all reasonable efforts have been made to search for your device)

mechanical breakdown shall mean your device being inoperable due to a sudden and unforeseen fault as a result of the failure

of internal electronic or mechanical components or defects when out of the manufacturer’s warranty period

proof of usage shall mean evidence that the device has been in use since inception of the policy and of which can be obtained from your network provider

reasonable precautions shall mean all measures that would be deemed appropriate to expect a person to take in the circumstances to prevent loss, accidental damage or theft of your device, for example: having your device in a suitable case, ensuring all standard security measures including PIN and Passwords are utilised and are set to a number other than default or sequential/multiple characters; having your device with you whilst playing sport or near open water.

territorial limits shall mean your device is covered within the United Kingdom, Northern Ireland, Isle of Man, The Channel Islands and the Republic of Ireland and unlimited cover during any one calendar year elsewhere in the world

theft means the unauthorised dishonest appropriation or attempted appropriation of your device by another person with the intention of permanently depriving you of it

unattended shall mean when your device is not on your person or within your sight or where your device is out of your arms- length reach

we, us, our shall mean Ice Telecommunications Ltd

you, your shall mean the individual or company who has purchased the device from us and entered in to an agreement with us for telecoms services

The policy covers your device as purchased by you for;

mechanical breakdown, accidental damage, liquid damage, theft and loss.

The policy covers your device as purchased by you and for;

Accidental damage

If your device is accidentally damaged we will repair it or replace it if unrepairable, subject to your policy terms and conditions

Mechanical breakdown

If your device develops a fault outside of the manufacturer’s warranty period we will repair or replace it, subject to your policy terms and conditions


If your device is stolen we will replace it subject to your policy terms and conditions.


If you lose your device we will replace it subject to your policy terms and conditions.

Liquid damage

If your device is accidentally damaged when coming into contact with any liquid we will repair it or replace it if unrepairable, subject to your policy terms and conditions.


Device value at point of sale above £350

£9.99 + VAT per month

Device value at point of sale below £350

£4.99 + VAT per month

New Customer Incentive

First 3 months after initial sale at £0.01 + VAT per month

Excess (what you pay each time you make a claim)

Accidental Damage and Breakdown

Liquid Damage

Theft Claims

Loss Claims

Devices above £350





Devices below £350





Additional claim excess – for any claim made within the first 90 days of inception of your policy (between days 61 and 90) there will be an additional excess of £50 for all accidental damage and liquid damage claims and £75 for every loss or theft claim.

What is not covered

Applying to all sections of the policy, we will not pay for; any large scale manufacturer defect

any claim where the Insured event occurs outside of the period of cover

any new claim for the device if there is already an ongoing claim which has not been finalised due to any outstanding referrals and/or is awaiting validation proof that has not yet been supplied

the policy excess

any claim where all reasonable precautions have not been taken

any claim during the first 60 days of the inception of your policy

any claim where the circumstances cannot be clearly identified i.e. where you are unable to confirm the date and time of the occurrence

Any loss or accidental damage where your device is not fitted with an active functioning SIM or where your

network provider cannot verify the device has been in active use since the inception of the policy and up to the event giving rise to the claim

any claim where proof of usage cannot be provided or evidenced and must show the IMEI of the device

on cover

the cost of replacing any accessories, stored data or information including but not limited to tunes, songs, personalised ring tones, pictures, films, graphics, downloaded material or software whether arising as a result of a claim paid by  this cover or otherwise

theft or loss of the device where you have not notified your network provider and blacklisted it within 24 hours of discovery of loss or theft

theft or loss of the device left unattended when it is away from your home

Any claim for theft of your device when stolen from a motor vehicle unless the device is out of view in either an enclosed compartment, boot or luggage space and the vehicles windows and doors are closed and locked and all security systems are activated. In the event of theft of your device from a vehicle we will require sight of a repair invoice in relation to any damage caused to the vehicle which must be supplied with your claim

theft or loss of the device not reported to the police and/or Report My Loss within 48 hours and where you have not obtained valid crime reference number/reference

any claim presented under loss as an alternative to an unsuccessful theft claim repairs carried out by third party repair centres not authorised or agreed for use by us

correction of devices where inadequate repairs have been carried out by third party repair centres cosmetic damage that does not affect the functionality or operation of your device

any amount recoverable under any guarantee warranty or other insurance

Gradual deterioration, mechanical or electrical breakdown of the device or an internal cause affecting the smooth running or functionality of the device damage or loss of functionality caused by software viruses

loss of use or any other related or connected loss you may incur as a result of loss, theft or accidental damage to the device

accidental damage to the device caused by deliberate neglect

Loss, destruction or damage contributed to or arising from riots, strikes, civil commotion or any act of terrorism Any process of heating, drying, cleaning, dyeing, alterations or repair to which the device is subjected to, and any damage caused by solar irradiation

We will not provide cover, pay any claim or provide any benefit if doing so would expose us to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.

Claims procedure

In the event of a claim you must

  1. advise the police within 48 hours if there has been loss or theft of your device and obtain a crime reference You must also inform your network provider within 24 hours of discovery of loss or theft so that they can place a block on your device.
  2. advise us by telephone as soon as possible on the number 03332025000 or via email, and you must comply with all our reasonable instructions and requests in respect of your claim.
  3. provide at your own expense a fully completed claim form and all details and evidence as may be reasonably required within 30 days of receipt from the incident We will not proceed with your claim until all required information has been supplied but once we have all the required claim form and supporting documentation we will confirm our decision on your claim and guide you through our repair or replacement process. Where you are making a claim for accidental damage, liquid damage or mechanical breakdown you may be asked to send your device to us. You will be responsible for the cost of posting your device to us.
  4. in the event of a claim you must be able to provide proof of usage from your network provider that confirms your device has been in use since policy inception and up to the event giving rise to your claim
  5. in the event of loss or theft you must notify the appropriate air time provider within 24 hours of discovery and blacklist your handset, or mobile network enabled device
  6. preserve the handset that is the subject of a claim and not dispose of it (even if severely damaged) as we may ask you to send it to us

We will process your claim under the terms and conditions of the policy based on the first reason notified to us. If your claim is not covered and you change the reason we consider this fraud and as such will be notified to the appropriate agency.

Duration of cover

Your monthly policy will last for a period of one month and then continue for further monthly periods provided you       continue to pay your monthly premiums when due.

We will automatically renew your policy each month unless you

advise us otherwise.

We may need to change the price of your cover to reflect;

changes in the provision of the cost of the service

adverse conditions beyond our control which impact the number and frequency of claims changes in Law or Regulation increasing the cost of compliance or ability to deliver the service increases in inflation

We will provide you with at least 30 days written notice of the change which will be sent to your email address provided by you

at the time of purchase of the policy, or to your last known address where there is an unsuccessful email submission.

Should you be unhappy with any proposed change being made to your policy, you will have the right to cancel your cover in accordance with this policy wording.

In the event you make a claim your policy will extend for a minimum term of 12 months starting from the date of the claim.

Conditions and limitations

  1. this cover is limited to a maximum of 2 claims per policy in each 12 month calendar period of your policy
  2. second hand or used devices cannot be covered under this policy, unless purchased from us and specifically agreed by us
  3. cover under this policy is subject to the payment of the premium by direct debit or credit card and premiums being up to date
  4. you must be at least 18 years of age at the time of policy inception and a UK resident
  5. any claim which would be covered under any other device insurance policy
  6. if we replace your device your policy is automatically updated to ensure cover continues and the damaged item becomes ours. In the event of a loss or theft claim if the device is returned or found you must notify us and send it to us if we ask you
  7. all other costs are specifically excluded that are directly or indirectly caused by the event which led to your claim including but not limited to airtime abuse

Cancellation of your policy

You may cancel the cover at any time by giving not less than 14 days notice to us in writing to or by contacting us on 03332025000. No refund of premium will be payable.

We shall not be bound to accept renewal of any policy and may at any time cancel any policy by giving 14 days notice in writing (which may include email) where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known email address. Valid reasons may include but are not limited to:

  1. Where we reasonably suspect fraud
  2. Non-payment of premium
  3. Threatening and abusive behaviour
  4. Non-compliance with policy terms and conditions
  5. You have not taken reasonable care to provide complete and accurate answers to the questions we ask

If we cancel the policy and/or any additional covers you will not receive a refund of any premiums you have paid for the cancelled cover.

Fraud policy

You must not act in a fraudulent way. If you or anyone acting for you:

fails to reveal or hides a fact likely to influence whether we will provide you cover, your renewal, or any adjustment to

your policy;

fails to reveal or hides a fact likely to influence the cover we provide;

makes a statement to us or anyone acting on our behalf, knowing the statement to be false;      sends us or anyone acting on our behalf a document, knowing the document to be forged or false;  makes a claim under the policy, knowing the claim to be false or fraudulent in any way; or          makes a claim for any loss or damage you caused deliberately or with your knowledge

If your claim is in any way dishonest or exaggerated, we will not pay any benefit under this policy or refund any excess paid in relation to your claim and we may cancel your policy immediately and backdate the cancellation to the date of the fraudulent claim. We may also take legal action against you and inform the appropriate authorities.

Ice Comms also reserve the right to provide your details to fraud prevention agencies as well as Law enforcement agencies as appropriate.


This policy is not a replacement as new policy and refurbished and/or second hand items may be used. If your device is lost or stolen or cannot be repaired it will be replaced with a similar device of the same age and condition of the original device.

Please note that it may not always be possible to replace your device with the same colour although we will try wherever possible.

Complaints procedure

It is our intention to give you the best possible service but if you do have any questions or concerns about this cover or the handling of a claim you should in the first instance contact the Scheme Administrator.

The contact details are

Ice Comms

Device Protection Claims Department

Crewe House

4 Oak Street



Tel 03332025000


Concerns regarding the handling of your data

Should you have any concerns as to the way that we have handled your information and we have not been able to alleviate

your concerns please contact:

The Information Commissioner’s Office

Wycliffe House Water Lane Wilmslow Cheshire


Tel: 0303 123 1113 (local rate) or 01625 545 745 (national rate)

Please visit the website for more information and details of regional offices

Law applicable to the contract

Unless some other law is agreed in writing, this policy is governed by English law. If there is a dispute, it will only be dealt with in the courts of England or of the country within the United Kingdom in which your main residence is situated.

Our Privacy Notice Data Protection

Details of you, your cover under this policy and claims will be held by us (acting as data controllers) for policy administration, claims handling, complaints handling, sanctions checking and fraud prevention, subject                        to the provisions of applicable data protection law and in accordance with the assurances contained in our website privacy                   notice (see below).

We collect and process these details as necessary for performance of our contract with you or complying with our legal obligations, or otherwise in our legitimate interests in managing our business and providing our products and services.

These activities may include:

  1. use of sensitive information about the health or vulnerability of you or others involved in your benefits, in order to provide the services described in this policy, By using our services, you consent to us using such information for these purposes,
  2. disclosure of information about you and your cover to our service providers and agents in order to administer and service your cover, to provide you with benefits, for fraud prevention, to collect payments, and otherwise as required or permitted by applicable law;
  3. monitoring and/or recording of your telephone calls in relation to cover for the purposes of record-keeping, training and quality control; and
  4. obtaining and storing any relevant and appropriate photographic evidence of the condition of your property which is the subject of the claim, for the purpose of providing services under this policy and validating your

We will separately seek your consent before using or disclosing your personal data to another party for the purpose of contacting you about other products or services (direct marketing). You may withdraw your consent at any time by contacting the Data Protection Officer (see contact details below).

We carry out these activities within the UK only.

By purchasing this policy and using our services, you acknowledge that we may use your personal data, and consent to our use of sensitive information, both as described above. If you provide us with details of other individuals, you agree to inform them of our use of their data as described here and in our website privacy notice (see below).

You are entitled on request to a copy of the information we hold about you, and you have other rights in relation to how we use your data (as set out in our website privacy notice – see below). Please let us know if you think any information we hold about you is inaccurate, so that we can correct it.

If you want to know what information is held about you by Ice Comms, or have other requests or concerns relating to our use of your data, please write to us at:

Data Protection Officer

Ice Comms

Crewe Hosue

4 Oak Street




Our full privacy notice is available at: Alternatively, a hard copy is available from us on request.

Our Offices

  • Crewe

    Ice Communications, Head Office


  • Chester

    Ice Communications

    Floor 3, 8-9 Grosvenor Court, 137-151 Forgate Street, Chester, CH1 1JG

  • Portsmouth

    Ice Communications

    Office 31, Pure Office Port Way, Portsmouth, PO6 4TY

  • Tamworth

    Ice Communications

    Unit 3, Amber Business Village, Amber Close, Tamworth, B77 4RP

  • Manchester

    Ice Communications

    1 Portland Street, Manchester, M1 1RG