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How to submit an insurance claim

Something happened to your device? Here’s how to make a claim on Raylo’s insurance policy

Claudia avatar
Written by Claudia
Updated this week

How to submit an insurance claim

  1. Log in to your Raylo account

  2. Go to Your tech

  3. Tap View details on your device

  4. Tap Start a claim and fill out the details

Once submitted, Pier Insurance will be in touch within 2 hours (Mon–Fri, 9am–5pm).

If it’s outside business hours, they’ll contact you the next working day.

Tip: Make sure you provide accurate and complete information to avoid delays in processing the claim.


What to have ready

To make things quicker, have this info to hand:

  • Your device’s IMEI or serial number

  • When the incident happened

  • A summary of what happened (provide as much detail as possible)

  • Crime reference number (for lost or stolen devices)

  • Any evidence (like a police report)

The more complete the information, the faster the claim can be processed.


Questions or need an update?

Once the claim’s submitted, a dedicated claims handler from Pier Insurance (Raylo’s insurance administrator) will get in touch.

If you need them:


FAQs

What is the excess I need to pay?

An excess is the amount you pay towards the cost of a claim - this is standard with most insurance. The amount varies depending on your device and whether the claim is for accidental damage, theft, or loss.

You’ll see the exact amount when you start the claim through your Raylo Account. You can also check the excess amounts here.

What if my device is lost or stolen?

If your device is lost or stolen, follow these steps right away:

  1. Lock your device remotely if possible

  2. Report it to the police and get a crime reference number

  3. Submit an insurance claim in your Raylo account

What happens after the claim is accepted?

  • If it’s damaged: You’ll be guided through repair options

  • If it’s lost or stolen: You’ll get a replacement sent by next-day delivery

What if the claim is rejected?

If the claim is rejected, Pier Insurance will let you know why and explain what you can do next.

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