If your device is lost, stolen, or damaged, we’re here to help you get things sorted quickly. Submitting a claim is simple, and you can do it through your Raylo Account in just a few steps. Here’s everything you need to know.
How do I submit a claim?
Log in to your Raylo Account and view 'Your tech'.
Select 'View details' on the device you need to claim on.
Select ‘Start a claim’.
Provide details about what happened and follow the on-screen instructions to submit the claim.
Once submitted, Pier Insurance, our claims partner, will contact you within 2 hours during business hours (Monday to Friday, 9 am – 5 pm). If you submit your claim outside these hours, they’ll get back to you on the next business day.
Tip: Make sure you provide accurate and complete information to avoid delays in processing the claim.
What you’ll need when making a claim:
To make the process as smooth as possible, have the following information ready:
Your device’s IMEI or Serial Number (you can find this in your device settings or by contacting us)
The date the incident occurred
Details of what happened (For example, if it was lost or stolen, when and where - make sure to add plenty of information here.)
If your device was stolen or lost:
A police crime reference number may be required
Any supporting evidence, like a theft report or details of the incident
The more complete the information, the faster Pier can process your claim.
Need help or an update on your claim?
When your claim is submitted, it will be passed to a dedicated claims handler, and you will receive an email letting you know who this is. You can contact your claims handler or any of the Claims Team at Pier Insurance directly:
Phone number: 01702-568-082
Email: [email protected]
FAQs
What is the excess on your insurance policy?
What is the excess on your insurance policy?
The excess you’ll need to pay depends on your device. You’ll see the exact amount when you start the claim through your Raylo Account. Or, for a breakdown of excess amounts, check out our excess guide.
My device has been lost or stolen - what should I do?
My device has been lost or stolen - what should I do?
If your device is lost or stolen, follow these steps right away:
Put your device in Lost Mode if it’s an Apple device (see instructions in this article).
Report the loss or theft to the police and get a crime reference number.
Submit an insurance claim through your Raylo Account.
For full details, check out our guide:My device has been lost or stolen—what should I do?
What happens after my claim is accepted?
What happens after my claim is accepted?
For accidental damage: You’ll be guided through repair options (either taking your device to a repair centre or posting it).
For loss or theft: You’ll receive a replacement device via next-day delivery.
For full details, check out What happens after my claim is accepted?
What if my claim is rejected?
What if my claim is rejected?
If your claim is rejected, Pier Insurance will explain the reason and next steps. Please contact them directly if you have questions.
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