Claims Procedure

In the event of Accidental Damage, how do I make a claim?

1. Immediately contact the Insure Your Glasses Claims Team on 0844 875 1550
2. Once you have returned the spectacles by courier to the repairer at the address supplied, your claim will be assessed and subject to a valid claim the repair will be authorised. The claim form must be returned within 30 days of the claim being initially reported.

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.

What is involved in making an insurance claim?

After notifying us of your claim, we will post a claim form to you, which you need to complete and return to us by post within 30 days of notifying the claim along with:

• payment details for your excess charge
• original proof of purchase
• original eye test confirming your prescription at the time you purchased the spectacles.
• Any other requested documentation

Please follow the instructions on the form.

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 can I pay my excess charge?

You can pay by credit card or debit card, cheque or postal order. However, your claim cannot be processed until your excess payment is received.

How long is my claim likely to take?

Please allow 7 - 10 working days from the date of assessment for your spectacles to be repaired.

What if my spectacles cannot be repaired?

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.

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 can I make an enquiry about my claim?

Please telephone the Insure Your Glasses Claims Team on 0844 875 1550

How could my claim be delayed?

We can only process your claim once your excess payment has been received. Your claim could be delayed if, for example, you inadvertently send your excess payment to the address of the repairer, along with your damaged spectacles, instead of direct to us. In this eventuality, unfortunately we cannot process your claim until the repairer forwards on your payment details.

We may need to contact you to clarify a point on your claim form. If you have forgotten to provide a daytime contact telephone number on your claim form, unfortunately the processing of your claim may be delayed.

We advise that you send your spectacles to the repairer by courier as this provides a greater assurance that the package reaches its destination and within a timely manner. However, if you choose to send your spectacles by Standard Mail or Recorded/Special Delivery the assurances can be somewhat reduced and your claim may be delayed in being processed.

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:

• 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

For sales queries please contact our sales team:

• Email info@insureyourglasses.com
• Post Insure Your Glasses Sales Dept, Po Box 65951, London, SW18 9FY.

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.