Frequently Asked Questions and Important Information

Demands and Needs Statement

Loyal Insurance Services Ltd trading as Insure Your Glasses does not offer advice or recommend insurance. You should decide before purchasing whether the terms of this insurance policy meet your demands and needs for spectacles insurance.

If you can answer 'no' to all of the above, your demands and needs are those of a spectacles owner who wishes and needs to ensure their spectacles insurance needs are met now and in the future.

How do I purchase insurance?

Protecting your spectacles is quick and easy. Insurance can be purchased by applying online at our website www.insureyourglasses.com

Why shouldn't I cover my spectacles under my household insurance?

This policy is a dedicated insurance policy especially for spectacles, ensuring rapid replacement or repair of your spectacles once your claim has been accepted. Household policies often have a much higher excess and a claim for your spectacles will more likely affect your no claims bonus.

How can I pay for my insurance?

You can choose to pay for your insurance by paying either 1 annual payment, or by 12 monthly installments.

Annual payments will be collected by Insure Your Glasses via WorldPay. The name of Insurance 2 Go will appear on your credit or debit card statement.

Monthly payments will be collected by the Citymain Administrators Limited. The name of Citymain Administrators Limited re: Insurance 2 Go will appear on your bank statement when the payment is taken.

Loyal Insurance Service Ltd receives premiums as an agent of Jubilee Managing Agency Limited, and Citymain Administrators Ltd receives premiums, pay claims and hold monies as an agent of Jubilee Managing Agency.

Who are WorldPay?

WorldPay are an accredited payment service provider and provide the online payment system for credit card transactions for this website. They handle your credit card transaction in a highly secure environment.

What if I have difficulty entering my card details?

You will only be able to move forward in the application process if correct details are entered. The website system only accepts information that match and is then validated by the bank. If incorrect details are entered an error warning message will be displayed and you will be asked to enter your details again correctly.

If you see an "Invalid card or card number" message - you should check that you are entering the card number without any spaces. Switch and Solo cards may have a card number printed on them which is only an 8 digit number. We require the long number across the centre of the card.

If you see a message "Authorisation on that payment type has been declined by the bank" your card has been declined by your card issuer, who is responsible for generating the message. You will need to contact your card issuer to find out why your card has been refused. You should check that you have entered the correct card expiry date, valid from date and issue number etc. Your card issuer may inform you that they have authorised the payment, but are awaiting an authorisation code from the merchant. This is known as a referral and cannot be authorised for online payments. In this case, you should try your card again or use a different card.

What if I have difficulty entering my personal details?

Please ensure that you have entered all your details accurately, this is critical if utilising the Find Address option, by entering your postcode and house number and allowing the system to find the remainder of your address details automatically.

What if I have difficulty entering my spectacles details?

Please ensure that you enter the correct make and design of your spectacles in the applicable boxes provided.

What am I insured for?

Accidental Damage, up to the limit of liability of the insurer, providing the spectacles are less than 12 months old at the time of the initial purchase of the insurance. Additionally, you have worldwide protection for up to 30 days in any one year.

The limit of liability for each claim shall be the lower of the maximum replacement value of your spectacles at the time of replacement or the original purchase price of the spectacles inclusive of VAT, and in any event shall not exceed the upper limit of your price band.

How much is the excess?

The excess payable for Spectacles in the Purchase Price Band of £0 - £400.99 is £25.00. The excess payable for Spectacles in the Purchase Price Band of £401 - £750 is £50.00.

When does my insurance policy end?

As per your Certificate of Insurance, your period of insurance is 12 months from the date of purchase or renewal.

If you cancel your policy, your spectacles will no longer be covered against the accidental damage that your policy covers. The cover will terminate upon receipt of your notice of cancellation by the Administrator and providing you have not made a claim you will receive a pro rata refund of the premium (subject to your 14 day Statutory right to cancel).

Will my annual policy automatically renew after the 12 month period?

To make sure you have continuous cover under your policy Insure Your Glasses will automatically renew (auto renew) your policy when it runs out, unless you advise otherwise. You will be contacted up to 30 days before the renewal date of your policy and will be advised of any changes to the premium or the policy terms and conditions. If you do not want to auto renew your policy, you just need to contact the Insure Your Glasses team on 0844 875 1550. If you do nothing then the renewal premium will be taken from the credit/debit card details provided at the time of the initial purchase. If the credit/debit card details have changed, you can contact the Insure Your Glasses team on 0844 875 1550 to amend the details. You can advise us about any changes to your policy details or decide not to use the auto renew service at any time by calling 0844 875 1550.

Can I insure my spectacles if I live outside the UK?

Unfortunately this is not possible. The pages on this website are intended for access and use by UK residents only and comply with appropriate UK legislation and regulation. However, your policy offers worldwide cover for up to 30 days in any one year.

How can I check if the transaction was successful and my payment has gone through?

In the first instance, once your payment has been successfully concluded, the website page automatically displays a message to this effect and issues you with a reference number. In addition, an email will be sent to the email address that you provided, with details of your insurance policy. This succession of information generated is assurance that we have received payment successfully and insurance for your spectacles has been set up. Additionally, you can contact your bank to seek assurance or if you are concerned further, please Contact Us.

How can I check if my application was successfully cancelled with no money taken, when completing the forms on the website?

If you are at all concerned, please Contact Us.

How do I cancel my insurance policy?

You may cancel your insurance policy within 14 days of purchase without penalty and we will provide a full refund providing that you have not made a claim during the 14 days. After 14 days, you may cancel the policy at any time.

Please note that if you do cancel your policy, your spectacles will no longer be covered against any the accidental damage that your policy covers.

Please note that if you do cancel your policy, your spectacles will no longer be covered against the accidental damage that your policy covers.

You may cancel your insurance with us at any time, by giving notice of cancellation, by email, fax, post or telephone. See Contact Us. The cover will terminate upon receipt of your notice of cancellation by the Administrator and providing you have not made a claim you will receive a pro rata refund of the premium (subject to your 14 day Statutory right to cancel).

How is Insure Your Glasses authorised to take money from my bank account?

When you accept to purchase an insurance policy via the Insure Your Glasses website, you are required to complete the Credit/Debit Card online form. After the policy has been purchased online, Insure Your Glasses writes to you to confirm your credit/debit card payment details.

How do I get another copy of my policy documents?

Simply Contact Us and we will be able to send you a duplicate copy of your documents by email or post.

What if I do not receive any Email confirmation?

Your spectacles are protected from the moment you have successfully completed your online transaction and a reference number has been generated on screen. As a result of this, the Email confirmation message is automatically generated. The Email confirmation will be sent to the Email address that you provided in your online application.

With the Email confirmation you will receive a copy of the Certificate of Insurance and Policy Summary together with confirmation of your Debit/Credit Card payment. If you are further concerned, please Contact Us.

What if I do not have a facility to print the documents from the Email confirmation?

Please Contact Us and we can arrange for a copy of the Certificate of Insurance and Policy Summary together with confirmation of your Debit/Credit Card payment to be sent to you by post. If you are further concerned please Contact Us.

If I have a question or query what do I do?

If your question or query is not answered in this list - please Contact Us.

How long will it take for someone to reply to my question or query?

Please allow up to 2 working days for us to respond to you. If you have not received a reply please Contact Us.

How do I make an insurance claim?

In the event of making an insurance claim, please contact our Customer Service Team on 0844 875 1550 within 48 hours of discovering the incident who will take your details and arrange to post a claim form for you to complete and return, no later than 30 days of you notifying the claim. Your spectacles will be authorised for repaired in the event of a valid claim.

In the event that your spectacles cannot be repaired you will be authorised to purchase replacement spectacles from your opticians up to the maximum liability of the policy. Arrangements will be made for reimbursement of the replacement spectacles upon receipt of the original purchase receipt. Replacement spectacles cannot be sourced directly by the claims administrators due to the majority of opticians having exclusive agreements with their manufacturers that prohibits them from supplying frames to other customers.

Can I make a claim on behalf of someone I know?

Due to the Data Protection Act, you cannot claim on behalf of another individual.

How long will it take for my claim to be processed?

Your claim will be assessed within 2 working days of receipt of your fully completed claim form. Please allow 7 - 10 working days for your spectacles to be repaired or replaced from the date of the assessment of your claim.

How can I check the status of my insurance claim?

To check the status of your insurance claim please Contact Us.

Am I still covered if I change my spectacles?

We will consider transferring the benefit of the insurance to another pair of spectacles, once you have informed us of the make, design, prescription and cost of the new spectacles and provided an official purchase invoice showing details of the new spectacles. Once we have this information, we will advise you whether it is possible to transfer the benefit and whether any further premium payment is required.

Can I add another pair of spectacles to my policy?

If you would like to purchase insurance for any additional pairs of spectacles please apply online at www.insureyourglasses.com or if you have any queries please call our Insure Your Glasses team on 0844 875 1550.

How do I make a complaint?

We welcome all queries and questions. Please contact the Insure Your Glasses team at:

Email: insureyourglasses@citymain.com
Fax: 0844 576 2333
Post: Insure Your Glasses Team, PO Box 116, Ryde, PO33 2WX
Tel: 0844 875 1550 Monday to Friday 9:00am-5:30pm
Please be assured that we treat each enquiry confidentially and that we will endeavour to answer you as fully and promptly as possible. Any information provided will only be used for the purpose for which it was submitted.

At Insure Your Glasses, Customer Service is our number one priority. It is always our aim to investigate and resolve customer problems as quickly as possible. However, we do appreciate that at certain times you may feel it is necessary to make a complaint. If you wish to do so, in the first instance please email or write to us via the details listed above. In your correspondence, please ensure that you state your name, address, policy number and daytime contact telephone number.

We will strive to resolve your complaint immediately or at least by the close of business the working day following receipt of your complaint. However, should it prove impossible to reach a solution within that timeframe, you will be sent a letter acknowledging receipt of your complaint within 5 working days, stating who will deal with it and outlining our complaints procedure. Once we have resolved your complaint, we will issue a final response in writing. If you are not satisfied with our response, you can refer your complaint for independent assessment, within 6 months, to: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Important Information

The Sale of Goods Acts lay down several conditions that all goods sold by a trader must meet. The goods must be of satisfactory quality, as described and fit for purpose.

Your statutory rights are limited which is why we offer insurance specially designed to protect your spectacles against the risk of accidental damage whilst being used in the United Kingdom (and worldwide for a maximum of 30 days in any one year) by you as the person who purchased the spectacles and who is over the age of 16.

The Spectacles Insurance offered on this site is underwritten by Certain Lloyds Syndicates. Registered in England number 04434499. Registered office: Jubilee Managing Agency Limited, Sidcup House, 12-18 Station Road, Sidcup, Kent DA15 7EX. Jubilee Managing Agency Limited is authorised and regulated by the Financial Services Authority and is entered on their register under number 226696. You may be entitled to compensation from the Financial Services Compensation Scheme for your insurance benefits if the Insurers become insolvent or are unable to meet their obligations. Further details are obtained from the Financial Services Compensation Scheme website http://www.fscs.org.uk/ or by phone at 020 7892 7300. Alternatively, You may write to: Financial Services Compensation Scheme, 7th floor Lloyds Chambers, Portsoken Street, London E1 8BN

Other Insurance (including some elements of household insurance) may be available for your spectacles other than from the insurer whose cover is offered on this site.

Your spectacles insurance will not be automatically terminated in the event of a claim being made.

Like all policies, there are some things this insurance does not cover. Importantly these may include; loss, theft, inappropriate use, abuse or neglect, wear and tear, gradual deterioration scratching or chipping of the spectacles, cosmetic damage to the spectacles, damage to the spectacles caused whilst playing sport, replacement of the spectacles due to a change in your prescription, claims not accompanied by a proof of purchase, any claim made in excess of 48 hours of discovering the event or from return to the UK where the incident occurred outside of the UK, any claim form not returned within 30 days of notifying the claim, and any claim where the user is under the age of 16. Any spectacles more than 12 months old at the time of the initial purchase of the insurance, as evidenced by the relevant proof of purchase. There is an excess on each and every claim as specified in the policy document. The maximum liability for any claim shall be the lower of the maximum replacement value of your spectacles at the time of replacement or the original purchase price of the spectacles inclusive of VAT, and in any event shall not exceed the upper limit of your price band.

The annual premium, including any Insurance Premium Tax (IPT) will be collected by Credit/Debit Card at the time of purchase and will be based upon the retail value of your spectacles and will be as confirmed to you on the website prior to your agreement to purchase the insurance. The insurance can be renewed on continuing 12 month periods subject to receipt of each annual premium.

To make sure you have continuous cover under your annual policy it will be automatically renewed (auto renew) when your policy runs out, unless you advise otherwise. You will be contacted up to 30 days before the renewal date of your policy and will be advised of any changes to the premium or the policy terms and conditions. If you do not want to auto renew your policy, you just need to contact the Insure Your Glasses team on 0844 875 1550. If you do nothing then the renewal premium will be taken from the credit/debit card details provided at the time of the initial purchase. If the credit/debit card details have changed, you can contact the Insure Your Glasses team on 0844 875 1550 to amend the details. You can advise us about any changes to your policy details or decide not to use the auto renew service at any time by calling 0844 875 1550.

You have a right to cancel the insurance by giving written notice of cancellation within 14 days of the receipt of confirmation of insurance cover to the Citymain Administrators Limited ("the Administrator") at P O Box 116 Ryde PO33 2WX quoting your policy number. If you do not exercise this right to cancel then your rights and those of the insurer to cancel this insurance cover thereafter are that you may cancel this insurance at any time by giving notice of cancellation, in writing or by telephone, to the Administrator. Cover will terminate immediately on receipt of your cancellation.

Contact Us

You will find most questions answered in Frequently Asked Questions. Please read those first before continuing below. We welcome all queries and questions.

For billing queries, change of details and claims please contact our admin team:

For sales queries please contact our sales team:

Please be assured that we treat each enquiry with confidentiality and that we will endeavour to answer you as fully and promptly as possible. Any information provided will only be used for the purpose for which it was submitted.

For further information please see our Policy Documents and Legal information.



Insureyourglasses.com is a trading name of: Loyal Insurance Services Limited. Loyal Insurance Services Limited is registered in the UK. Registration number: 5350177. Registered address: 9 Quy Court, Colliers Lane, Stow-cum-Quy, Cambridge, CB25 9AU. Loyal Insurance Services Limited is authorised and regulated by the Financial Services Authority. Number: 430316.