Frequently Asked Questions

We all need a little extra info sometimes, that's why we've put together this handy FAQ section for you! Can't find what you're looking for? Then don't hesitate to ask via live chat Monday to Thursday 9am-5pm and Friday 9am-4pm or by emailing us at support@gcareplan.com.

Top Questions

We're less focused on profit, and more focused on giving customers value. Our mission is to make plan better and cheaper for honest people, and that's why we've developed clever anti-fraud tech that makes your life easier. Plus we're the only ones that gives you money back.

  • Instant cover from purchase
  • We aim for 48-72 hour replacement or repair once your claim is approved
  • Hassle-Free Claims
  • Pay nothing when validated with our anti-fraud technology. From our app If not validated then plan will be canceled
  • We cover all gadgets
  • No proof of purchase required upfront, or at all when you use our anti-fraud technology
  • Rewards when you and your connections don't claim.
Pay nothing when you validate your Gadget with our anti-fraud technology

If you don't validate your Gadget with G-Care using our app, your plan will be canceled.

The IMEI (International Mobile Equipment Identification) number of your mobile Gadget is a unique identification code that is specific to your mobile Gadget. If you change your mobile Gadget, it is important that you call us so we can update your policy with the correct details.

 

For iOS (Apple) users: 

Unfortunately, as we need your serial number on iOS you can’t just dial a number (although dialing the same number as above will reveal your IMEI number).

As such you can find both numbers by going to Settings > General > About.

If you’re using our app (or if requested by support), you can take a screenshot by pressing the Sleep/Wake and Home buttons at the same time until you see the screen flash quickly.

For Android users: 

The easiest way to find your Gadget’s IMEI number if you’re on an Android device is to simply dial *#06#.

If you’re still having trouble, then you should be able to find it in Settings > About Gadget > Status > IMEI information.

Your serial number will be on the Status screen.

If requested by support, you can take a screenshot on most Android Gadgets by holding the volume down and the power buttons for 1-2 seconds. The screen should flash and the photo can be found in your photos app.

Yes we are able to insure second-hand phones provided they are in full working condition, without any damage,

Our Reward Pot allow you to get the best possible, so we do not provide annual discounts.

We know how we can get attached to our phones so we will repair where we can. If your approved claim requires a mobile phone replacement (e.g. Theft), we will do our best to replace it with an identical fully refurbished device. We normally can. However, should this not be possible we will replace it with a fully refurbished or new item of a comparable specification or the equivalent value. Please be aware that it may not always be possible to replace your mobile phone with the same colour.
Your screen is cracked, no worries, we've got your back. We aim to repair your device within 48-72 hours once your claim is approved, however some repairs may take a little longer. Rest assured we are obsessed about getting you up and running quickly that's why it will be a few additional days compared to a few weeks with some of our competition.
All refurbished devices come with a warranty provided by the supplier of that refurbished phone. This warranty varies by device and supplier, but all phones come with a minimum warranty of three months and over 80% of supplied phones have a 12 month warranty.

We recommend either fixing through us with a charge or fixing it after purchasing the plan to avoid claims refusal or cancellation of plan.

The G-care App

You can download the G-Care app from the Apple App store of the Google Play store, just click on the relevant store for you below:

  1. Open the G-Care app
  2. In the top left corner you will see 3 horizontal lines, this is the menu, tap this
  3. In the open menu tap 'pic-sure validation'
  4. In the next screen read the instructions and click start now
  5. A pop-up will appear asking for permission to use the phones camera, tap 'OK'
  6. On the next screen will be instructions on how to complete the process, tap 'NEXT' in the bottom right corner.
  7. The new screen will describe what the QR code will do, when you understand tap 'NEXT' in the bottom right corner
  8. Then the QR code will appear on the screen and you will be able to take the picture in the mirror
Our excess is as low as possible once you validate your phone with our app.

 

Download our app and prove to us your device is in good working order and the screen isn't cracked by taking a selfie of your phone!

So, if something unfortunate happens and you haven't validated your phone with our app you will need to pay up to GH₵800 extra for any loss, damage or theft claims.

Excess levels vary by make, model and memory size and might be higher for latest, most-expensive new handsets

If your picture is rejected this is because your phone screen is damaged, or we can't see the picture clearly. If it is clearly damaged your policy will be immediately cancelled as buying a insurance policy with a pre-damaged phone is a fraud and an offense.

If we can't see the picture clearly you will get an invalid notification with feedback on what went wrong. You would then need to try again, making sure you are in a brightly lit room and your mirror and the lens of your phone is clean.

Claims

Our claims process is as easy as 1,2,3...

  1. Get your claim started quickly by using our online portal
  2. Our claims team will review your claim and call you with a request for any further details or documents (if necessary). We aim to do this within a matter of business hours
  3. Once your claim is approved, we take your excess payment over the phone and aim to repair or replace your phone within 48-72 hours. Some repairs can take longer (e.g. water damage) but we will be as fast as possible
If you validate your phone's state using our app, prior your claim, you do not need a proof of purchase. If you don't do this, you must have a proof of purchase for your mobile phone if you wish to make a claim.

The proof of purchase must provide evidence that you own the phone. The proof of purchase must include the make, model and IMEI number of your mobile phone. If you cannot provide this evidence, your claim may be rejected.

If you do not have a receipt or were never issued with a one, i.e your phone was free as part of a contract, you will need to provide evidence of the original order and/or contract under which the mobile phone was supplied.

If you cannot provide this evidence, and have not validated your phone, your claim may be rejected.

That’s a great question. We aim to process your claim as quickly as possible, within 2 hours is our best. However, please note that we cannot begin to process a claim until we have received all the requested supporting documentation. During the processing of the claim, we might ask you for additional documentation.

Not fully providing all the required supporting documentation will delay the assessment of your claim, which will delay the repair or replacement.

Once we have the fully completed claim form and all required supporting documentation, we aim to assess your claim within 48-72 hours and we will then let you know whether your claim has been authorised or not.

and we will then let you know whether your claim has been authorised or not.

Some of the most common documents are:

  • Proof of purchase unless you validated your phone with our app
  • Usage report from your network
  • Police report if stolen or lost

Care Policy

When you purchased your policy, you confirmed that your phone was in full working condition and without a cracked screen. If you failed to disclose the state of your phone accurately, we may exercise our right to cancel the policy and will report any instance of fraud to the police. We take fraud very seriously and do prosecute. If you think you might have purchased your policy by mistake, you can cancel your policy today and we will fully refund your premium.

If you are in any doubt, please email support@gcareplan.com or contact us on our live chat.

We believe that trust starts by us being clear with you about what is covered and what is not covered. If you have a valid claim we’ll have your back and we won't hide behind the small print.

We have one policy that covers you for:

  • Loss & Theft
  • Accidental Damage
  • Out of warranty breakdown
  • Accessories with a loss of theft claim
Excess: You need to pay a contribution every time you make a successful claim, see about more excess in the section below.

You are limited to 2 replacement phones for valid claims due to loss and/or theft in any one policy year.

Theft, loss, accidental damage or breakdown where you have knowingly put your mobile phone at risk and/or you have not taken care of it.

If in doubt ask yourself "Would I have left a pile of cash there and expect to find it when I return?"" If the answer is no, then you should not leave your phone there either. Of course, we will take in consideration the specifics of your situation as, after all, we are here to have your back if a misfortune happens.

For further details on all of the above, please refer to the full policy terms and conditions.

Essentially accidental damage is when something happens to your property that is completely out of your control. Usually, it is something that other insurance companies try to add-on to your existing plan - which is pretty weird - how can you be expected to prevent something that is out of your control?

Examples of accidental damage:

  • Spillages: this is one of the most common causes for an accidental damage claim. You would think that people would stop dropping their phones in pints but they never seem to learn.
  • Damage by children: You are protected even if they aren’t your children! You can’t really hold a child responsible for their actions. Insurance against accidental damage protects you from kids breaking your stuff.
  • Damage caused by pets: We all love animals but they do sometimes have a tendency to break our stuff. It would be prudent to get insurance if you have pets.
  • Electrical surges: Incredibly unlikely but it does happen (especially during lightning storms). A power overload can permanently damage a phone.
  • Cosmetic damage: If your device has a few scratches but still works perfectly then we can't repair or replace it. Normal wear and tear falls under the same category.
  • Damage resulting from you putting your phone at risk: If you do something like leaving your phone behind on the train then we can’t really be responsible.
  • Damage caused before the insurance policy: We might be great but we’re not that great. Replacing a phone for damage that was caused before we started looking after you doesn’t make much sense.
Please contact our Customer Services Team to discuss amending your policy. In most cases, we can amend your policy in minutes.

Payments & Cancellations

We will automatically bill you every month using the same credit/debit card , or you can set up a Direct Debit when you purchased the policy with. We use the same day of the month as when you purchased your policy, i.e. 16th of every month except for the 29th, 30th, or 31st, where we will bill you on the 28th of each month.

Our Reward Pot allow us to give you the best possible pricing, so sorry we do not provide annual discounts.

If you have a failed payment email from us and you have not changed your banking details please email us at support@gcareplan.com or contact us on our live chat so we advise you.

We are currently unable to change the billing date if the payment method is Direct Debit.

If you would like to cancel your policy please contact us on our live chat or email support@gcareplan.com

No sorry you can't, if you have had a successful claim with us, then you are bound by the policy contract and terms and conditions and must pay until your policy has expired which is a period of 1 year. If your claim is in review, you can withdraw your claim and cancel your policy.

Yes you can, we get that circumstances change. If you would like to cancel your policy, you can by giving 30 days notice and contacting us on our live chat or email support@gcareplan.com

To amend your personal details including change of address please contact us on our live chat or email support@gcareplan.com

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