Helping simplify your gadget claim

Our job is to make it as easy as possible for you to make a claim on your policy. If you need to make a claim for your device, just log into our online portal using the button below to get started, enter the details requested, and submit your claim online.

Start Claim Continue Claim

How we help

Claims Management

If you’re looking to make a claim on your policy, it’s our job to take the information on what happened and make a decision on whether it is covered by your policy. You can make a claim by clicking below.

Log in

Repairs and replacements

If your claim is accepted, we sort out what happens next. We’ll either repair your device with the best parts possible, or if it cannot be repaired, or has been lost or stolen, we’ll organise a replacement as close as possible to your gadget.

Log in

Any queries? Let us know

Get in touch

Our friendly in-house contact centre is open 9am to 5.30pm from Monday to Saturday to help you with any queries and claims you may have.

About Citymain

Citymain have provided insurance administration services for over 30 years. We administer insurance policies for a variety of brands. We are one of the most well respected claims handlers within this sector, which has been awarded through our claims handling expertise and the strength of our replacement network.

Burnett & Associates

At Burnett’s, we have been providing specialist insurance cover for over 20 years. We’ve been consistently putting our customers first, minimising disruption and helping to restore normality.

Both Citymain and Burnetts are part of the SPB UK & Ireland group of businesses.

Just a quick note to say thanks for the service you have provided me with for my Mac repair. Everyone who I had spoke to within your teams were extremely friendly. helpful and informative. I was not expecting the repair to be back so quickly especially given the time of year, so thank you very much. I will be sure to refer you on to my network. Kind regards, Ben.

— Ben - Customer

Frequently asked questions

Get in touch
  • How long will it take to complete the claim form?

    This process will take approximately 10 minutes.

  • What happens if some of my details are incorrect?

    Our Customer Service Centre will be happy to help you to update any of your details. You can contact them either by phone or email on:
    Tel: 0333 999 7920 (local rate call) 9am – 5:30pm
    Email: claims@citymain.com

  • What happens if I need to submit more information?

    If we require you to provide more detail to support your claim, you will be able to upload this information into the system. We accept documents in JPG or PDF format.

  • How will I know when my claim is authorised?

    Once you have submitted your claim our system will provide you with the decision on whether it is accepted, or an agent review is required. This may mean further information is required from you.

  • When will my excess be collected?

    Once your claim is accepted you will be asked to settle your excess (the amount can be found on your certificate schedule). You can pay your excess through the portal via debit or credit card.

  • What happens if I’m not happy with my repair or replacement?

    Please contact our Customer Service Centre on 0333 999 7920 (local rate call).

  • How can I contact you?

    Please use the following information to get in touch about your claim:

    Citymain
    Tel: 0333 9997920
    Email: claims@citymain.co.uk

    Burnett & Associates
    Tel: 0333 9997902
    Email: claims@burnett.co.uk

  • What information will I need to make a claim?

    Before submitting your claim, you will need:

    • Your Policy Reference number which can be found on your policy schedule
    • Information about your item e.g. Serial/IMEI number, which can be found by typing *#06# on the mobile phone
  • How long will my claim take to process?

    Providing we have received all necessary documentation and information, we can authorise your claim immediately. Where we request any additional documentation, we aim to process this within 2 working days.

  • Will you cover shipping charges if my item needs repair?

    In most cases it is your responsibility to send your damaged item to our repairers for repair, and meet any associated cost. Please refer to your policy Terms and Conditions for information specific to your cover. Important: Please make sure you return your damaged item by Royal Mail Special Delivery or by a secure courier at the address supplied. Your policy does not cover any loss of the item while in transit.

  • How much is my excess?

    Please refer to your Policy Wording or your Policy Schedule.

  • Will my replacement be brand-new or refurbished?

    We will endeavour to replace your item with an identical fully refurbished item, (or new where a refurbished item is not available) of the same age and condition as your own. However, in the unlikely event this is not possible, we will provide you with a fully refurbished item (or new where a refurbished item is not available) of a comparable specification or the equivalent value taking into consideration the age and condition of the item prior to your claim.

  • Can I purchase my own replacement or use my own repairer?

    We have designated repairers and suppliers and their details will be provided to you during the claims process. For this reason, we are unable to agree for you to arrange your own replacement or repairs.

  • How long will my item take to be replaced? (Theft / Loss claims)

    Once your claim is approved, please allow 3-5 working days to receive your replacement item.

  • How long will my item take to be repaired?

    Once your claim is approved and your item is received, please allow 5-7 working days to receive it back. In the event that the item cannot be repaired, we will arrange a replacement to be sent within this timescale.

Contact us

Please note: The message can contain a maximum of 5000 characters.