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How does Back Me Up work?

Do you cover second hand and refurbished items?

How do I make a claim?

What do I do if I have a query about payment?

What if I haven’t received my verification e-mail or any other e-mails from Back Me Up?

How do I upload a photo?

How do I know if I’ve taken a photo correctly?

How do I take a photo of my phone, using my phone?

How often can I swap my items?

How can I cancel my policy?

What is an “excess”?

Does the Financial Services Compensation Scheme (FSCS) Apply?

How do I make a complaint?

General

How does Fully Flex work?

My Stuff

What levels of cover can I choose from?

How do I change the number of items I have on cover?

What items can be included in My Stuff?

If I include gadgets in My Stuff, do they have to be under a certain age?

I notice Core Cover includes Screen. If I choose Fully Flex and have my mobile phone as one of my items is my screen covered?

Can I add an item that belongs to a friend/family member that I live with?

Are my items covered everywhere?

What if I have one item that’s worth more than £1000?

General

Do I need to take all 4 parts of Core Cover?

What happens if I add a Bolt-On?

Stuff x3

What items can be included in my Stuff x3?

If I include gadgets in my Stuff x3, do they have to be under a certain age?

Can I have four items if their combined value is under £3000?

What if I have two items but their combined value exceeds £3000?

Can I add an item that belongs to a friend/family member that I live with?

Are my items covered everywhere?

Screen

Does Screen cover screens of gadgets that aren’t phones?

Does my mobile phone have to be in my Stuff x3 to be covered by Screen?

Does “one free screen repair a year” mean calendar year or a year from when I got Back Me Up?

What if I break my screen more than once in a year?

What is the excess?

Travel

Where in the world am I covered?

When am I covered?

Are cancellations covered?

Am I covered if my plans change?

Are medical expenses covered?

Am I covered if there’s a terrorist attack?

What happens if I can’t return home as planned due to illness or injury?

Keys

Are all my keys covered against damage, loss and theft?

How soon after my keys are lost/stolen will my locks be changed?

What is Back To You and how does it work?

What will I earn from referring a new Back Me Up member?

When do I need to choose how I want to cash in my points?

When do I get my rewards?

If I cancel my Back Me Up policy what happens to my points?

Still need help?

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Back Me Up is a trading name of Ageas Insurance Limited, part of an international insurance group with a heritage spanning more than 190 years. In the UK, Ageas provides over seven million customers with award-winning services.