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How do I purchase insurance?
You can protect your product with the 12 month extended breakdown insurance offered at the point of sale.
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What cover can I purchase?
Breakdown – one year only commencing 12 months from the date of purchase.
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Why shouldn’t I cover my product under my household insurance?
This policy is a dedicated insurance policy especially for your product, ensuring rapid repair of your product once your claim has been accepted. Household policies often have an excess and a claim for your product will more likely affect your no claims bonus.
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My product has just stopped working?
If you have not damaged the product by accident, and you bought the product less than a year ago, it is likely that the product is covered by the manufacturer's warranty. In this case please call the Advanced Players Customer care on 0131 273 4388. If you purchased the product in excess of a year ago, call the claim line on 0844 576 2291.
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How much does the insurance cost?
Price is dependent on the purchase price of your product.
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Product Value
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Cost
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| Up to £50 |
£9.99 |
| Over £50 up to £100 |
£12.99 |
| Over £100 up to £150 |
£14.99 |
| Over £150 up to £250 |
£19.99 |
| Over £250 and up to £500 |
£29.99 |
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What am I insured for?
Breakdown cover will commence at the natural expiry of the Manufacturers initial 12 month warranty and is applicable for months 13 to 24 of the period of insurance.
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When does my insurance policy end?
As per your Certificate of Insurance, the Period of Insurance provides cover for a period of 12 months which commences from the end of the Manufacturers initial 12 month warranty.
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Can I insure my product 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 90 days in any one year.
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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. This can be done in writing to fax number 0131 273 4397 or by email to sales@amp3.co.uk
If you wish to cancel your policy after 14 days of purchase you may do this by giving notice of cancellation, by email, fax, post or telephone – please see Contact Us. However, please note that no refund of premium will be given.
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How is Advanced Players authorised to take money from my bank account?
When you accept to purchase an insurance policy via the Advanced Players website, you are required to complete Credit/Debit Card online form. You will receive confirmation online at the time of payment. Additionally, you will receive a confirmation letter enclosing a further copy of the Certificate of Insurance and Policy Summary within 3 working days of purchase.
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How do I get another copy of my policy documents?
If you would like a further copy of the terms and conditions, click here to download them.
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What if I do not receive any Email confirmation or documents in the post?
Your product is protected from the moment you have successfully completed your online transaction. You will receive a copy of the Certificate of Insurance and Policy Summary together with confirmation of your Credit Card payment instruction, by post within 3 working days. If you are further concerned, please do not hesitate to Contact Us.
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How long does it take to receive my policy documents by post?
Your product is protected from the moment you have successfully completed your online transaction. You will receive a copy of the Certificate of Insurance and Policy Summary document together with confirmation of your Credit Card payment confirmation by post within 3 working days. If you are further concerned, please do not hesitate to Contact Us.
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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.
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How long will it take for someone to reply to my question or query?
Please allow 48 hours for us to respond to you. If you have not received a reply after this time, please Contact Us.
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How do I make an insurance claim?
In the event of making an insurance claim, please contact our Client Services Team on 0844 576 2291 who will take your details and arrange for a claim form to be raised and subject to a valid claim, your product will be authorised for repair or replacement as necessary.
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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. Please follow the instructions on the form.
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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.
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How long will it take for my claim to be processed?
Please allow 5 to 7 working days for your insurance claim to be processed, from the date we receive your notification, subject to receipt of a fully completed claim form and any required supporting documentation.
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How can I check the status of my insurance claim?
To check the status of your insurance claim please Contact Us.
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How do I make a complaint?
We welcome all queries and questions.
If the query/complaint relates to the Extended Warranty Insurance or a Claim, please contact the Administrator:
- Email: advancedplayers@citymain.com
- Fax: 0844 576 2333
- Post: Advanced Players, PO Box 116, Ryde, PO33 2WX
- Tel: 0844 576 2291 Monday to Friday 9:00am-5:30pm
If the query/compliant relates to your purchase of a digital audio player from Advanced MP3 Players, please click here to contact us direct.
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 Advanced Players, 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 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.
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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 designed to protect your product (but not e.g. accessories or car kits, chargers, data cables) for up to 1 year with the Breakdown cover whilst being used in the United Kingdom (and worldwide for a maximum of 90 days in any one year) by you as the person who purchased it or your spouse or partner or your children, brothers, sisters (all over the age of 16) and parents who permanently reside with you.
The Product Insurance offered on this site is underwritten by Amtrust International Limited, Registered in Ireland number 169384, Registered Office: 123 Lower Baggot Street, Dublin 2, Ireland Amtrust International Ltd is authorised and regulated by the Irish Financial Services Authority and is licensed to operate in the United Kingdom by the Financial Services Authority.
Other Insurance (including some elements of household insurance) may be available for your product other than from the insurer whose cover is offered on this site.
Your product 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 include; inappropriate use, breakdown which occurs during the manufacturer’s warranty period or due to abuse or wear and tear or gradual deterioration of the phone, any damage to the phone, loss or theft of the product, consequential loss, any claim form not returned within 30 days of the claim, and any claim where the user is under the age of 16.
The maximum liability for any claim cannot exceed the replacement value of your product.
Premiums will be collected by Advanced Players by Credit/Debit card at the point of sale this will include any Insurance Premium Tax.
You have a right to cancel the insurance by giving written notice of cancellation within 14 days of purchase of the insurance cover in writing to Advanced Players to fax number 0131 273 4397 or by email to sales@amp3.co.uk upon which a full refund of the premium will be made. 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, but please note that no refund of premium will be made.
If you need to make a claim under the insurance, please contact the Administrator at the above address or on 0870 576 2291.
The premium, including any IPT will be collected by Credit/Debit Card at the time of purchase (please see above for premium prices).
Contact Us
You will find most questions answered in Frequently Asked Questions. Please read there first before continuing below.
We welcome all queries and questions.
If the query/complaint relates to the Extended Warranty Insurance or a Claim, please contact the Administrator:
- Email: advancedplayers@citymain.com
- Fax: 0844 576 2333
- Post: Advanced Players, PO Box 116, Ryde, PO33 2WX
- Tel: 0844 576 2291 Monday to Friday 9:00am-5:30pm
If the query/compliant relates to your purchase of a digital audio player from Advanced MP3 Players, please click here to contact us direct.
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.
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Demands and Needs Statement
Advanced Players 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 product insurance.
- Am I under 16?
- Do I require additional risks to be covered other than those detailed in the policy document?
- Am I already covered by another type of insurance policy?
- Do I live permanently outside the UK?
If you can answer ‘no’ to all of the above, your demands and needs are those of a product owner who wishes to ensure their product insurance needs are met now and in the future.
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