Helpucover Help and Claims

While Helpucover may no longer be providing new policies, we want to assure you we're still here to support all our customers. We understand this may be a confusing time, so to help you, we've created this page just for Helpucover customers.

This page has all the information you need to be able to service your policy, including contact details, claims information and policy details.

The information on this page is for Helpucover customers only; click here for Everypaw's Help page.

Contact Helpucover

Email: contact@helpucover.co.uk

Phone Customer Services & Claims: 0344 543 1067

Opening Hours:

  • Mon – Fri: 8.30am – 6pm

Post:

Helpucover
Pinnacle House, A1 Barnet Way,
Borehamwood, Hertfordshire,
WD6 2XX, United Kingdom

Phone Customer Services & Claims: 0800 389 6998

Opening Hours:

  • Mon – Fri: 8am - 8pm
  • Sat: 9am - 5pm

Post:

Helpucover Gadget and Mobile Phone Insurance
Sentinel House, Airspeed Way,
Portsmouth, Hampshire,
PO3 5RF, United Kingdom

Phone Customer Services & Claims: 0330 123 3960

Customer Services Opening Hours:

  • Mon – Thurs: 8.30am - 7pm
  • Fri: 8.30am - 6pm
  • Sat: 9am - 4pm

Claims Team Opening Hours:

  • Mon – Fri: 8.30am - 6pm
  • Sat: 9am - 12.30pm

If you need to contact Helpucover regarding Mortgage Protection Insurance, Income Protection Insurance or Sports Accident Insurance, use the following details:

Phone Customer Services & Claims: 0330 123 1925

Opening Hours:

  • Mon – Fri: 8.30am - 6pm
  • Sat: 9am - 1pm

How to Make a Helpucover Pet Insurance Claim

You're still able to make a claim on your Helpucover policy. All the information you need is below.

If you need to make another type of claim, please call 0344 543 1067, and we'll send you the claim form you need.

For Third Party Liability claims, please refer to the guidance in your policy documents.

Whenever you are worried about your pet, you can speak to our qualified Petcall Vet Team any time of the day or night. A member of the team will listen to your concerns and provide you with an immediate source of expert advice.

Phone: 0330 123 1923

Petcall can't help you with anything related to your policy such as updating details, cancellation or claims. Contacting Petcall to discuss your policy wastes your time and theirs, and prevents a Vet or Vet Nurse from being able to help a customer in need.

Helpucover Pet Insurance Policy Information

If you need to view your existing Helpucover policy documents, you can download the relevant documents below.

Get a Pet Insurance Quote with Everypaw

While you may no longer be able to take out a Helpucover policy, you can still get a pet insurance quote from Everypaw. Everypaw offer Pet Insurance for Cats, Dogs and Rabbits with a range of Lifetime cover levels and all policies come with additional benefits and access to Petcall.

If you do take out a Pet Insurance policy with Everypaw in addition to your existing Helpucover policy, you will not be able to qualify for a multi-pet discount.

Get a quote

Other Helpucover Claims Information

You should report any incident likely to give rise to a claim as soon as possible after discovery.

To raise a new claim or need some advice, please call Helpucover Gadget and Mobile Phone Insurance

From the United Kingdom: 0800 389 6998

From outside the United Kingdom: +44 2392 676 574

  1. As soon as your appliance fails, or starts to have problems, please call our customer services department on 0330 123 3960. This should be within 48 hours of you having a problem with your appliance.
  2. When you call you need to have:
    • Your policy number shown on your policy schedule
    • The telephone number from which you are calling
    • The type, make, age and model number of the appliance that is faulty
    • The nature of the problem
  3. We will put you in touch with a qualified local engineer and arrange for the appliance to be inspected
  4. The engineer will examine the appliance and inform us of the problems
  5. We authorise the repair or replacement of the appliance.

Should you need to make a claim, please contact us for a Helpucover claims form. You can do this by either visiting www.support.cardifpinnacle.com to download your claim form or by calling us on 0330 123 1925.

Helpucover Complaints

We are committed to providing the best service possible to all of our customers, all of the time but we'd be foolish to think we never make mistakes. Whatever the problem, we want to be able to understand your concerns and resolve them as quickly as possible. Your complaint is important to us.

How Do I Make a Complaint?

You can raise your complaint using any of the details below. All we need from you is as much information about your complaint as possible, and how you would like us to resolve your issue.

Email: complaints@pinnaclepetgroup.com

Phone: 0344 543 1035

Post

Customer Relations Department
Pinnacle House, A1 Barnet Way,
Borehamwood, Hertfordshire,
WD6 2XX, United Kingdom

Here's What We'll do

Where possible we want to resolve your concerns within 4 working days. If we are able to do this we will send you a summary resolution communication to confirm we believe your complaint to be resolved.

If we are not able to resolve your concerns within 4 working days we will send you a letter to formally acknowledge your complaint. We will keep you informed of our progress.

We will contact you if we need more information to assist in addressing your concerns.

We will deal with your concerns as quickly as we can and wherever possible within 8 weeks of receiving your complaint, as required by the Financial Conduct Authority.

Once we have completed our investigations, we will respond to you with a final decision.

If You Remain Unhappy With Our Decision

If you have any new information that you feel could change our decision please let us know.

If there is no new information and you simply feel we have got it wrong, you can take your complaint to the Financial Ombudsman Service but must do so within 6 months of the date of our summary resolution communication or final decision letter.

If you refer your complaint outside of this 6 month time frame, the Financial Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Post:

Financial Ombudsman Service
Exchange Tower,
London,
E14 9SR

Telephone: 0800 023 4567 / 0300 123 9123

Website: https://www.financial-ombudsman.org.uk/

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