My Sony Care

Main Benefits

• Accidental damage to the insured product.

• Mechanical or electrical breakdown outside of the product warranty period (not available on Sony TVs).

• Unlimited claims during the policy period.

• Repair or replacement of the insured product with a product of the same, or similar specification.

Main Exclusions

• Breakdown during the product warranty period.

• Loss or theft of the insured product.

• Breakdown cover excludes televisions.

• Wear, tear and cosmetic damage which does not affect the product's functionality or performance.

For the full list of inclusions and exclusions and policy conditions please see the Insurance Information Policy Document and the Insurance Policy Terms and Conditions

The cost of My Sony Care depends on your product and level of cover. The exact price is shown before you select your policy on the Sony website.

1. Add My Sony Care when purchasing a new product on Sony.co.uk.

2. Your cover begins once your device is delivered.

3. Make a claim easily online or through Sony support.

4. Repairs are carried out by an authorised Sony specialist or, if the product cannot be repaired, a replacement will be provided.

• Insurance Policy Information Document, please download here

• Insurance Policy terms and conditions, please download here

My Sony Care Insurance policies are provided by American International Group UK Limited.  Registered in the United Kingdom.  Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (FRN number 781109)

• If breakdown insurance is included, the product is not covered for breakdown before the cover was purchased or during the product warranty period.

• Sony televisions are not covered for breakdown.

• Failure due to defect in design, materials or workmanship is not covered.

• Cover is available only to residents aged 18 or over of, or businesses incorporated in, the United Kingdom, Channel Islands or the Isle of Man.

What is insured?

• An insured product is the product sold to you by Sony and detailed in your purchase invoice.
• The policy allows for unlimited claims for accidental damage and breakdown during the policy period (Sony televisions are not covered for breakdown).

Accidental damage cover:

• If your insured product is accidentally damaged, the policy will cover Sony repairing or at its discretion replacing your insured product during the period of cover to the same or similar specification as the original product.
• If Sony is unable to repair the product, or provide a suitable replacement, you may instead receive a voucher in settlement of the claim. The value of the voucher will be the original purchase price of your product and is redeemable against products available on Sony’s website.

Breakdown cover:

• If your insured product breaks down resulting in sudden mechanical or electrical failure of your insured product, which causes the insured product to stop working as it should, then provided the breakdown occurs after the product warranty has expired, the policy will cover Sony repairing or at its discretion replacing your insured product during the period of cover to the same or similar specification as the original product.
• If Sony is unable to repair the product, or provide a suitable replacement, you may instead receive a voucher in settlement of the claim. The value of the voucher will be the original purchase price of your product and is redeemable against products available on Sony’s website.

• Breakdown during the product warranty period.

• Loss or theft of the product.

• Breakdown cover excludes TVs.

• Any damage resulting from misuse or abuse, or failure to take care of, the product.

• Wear, tear and cosmetic damage which does not affect the product’s functionality or performance

• Failure to follow instructions provided with the product or incorrect use of the product.

• Loss or damage to peripheral devices and accessories e.g. cases, charging cables, SIM cards or cosmetic enhancements.

• Any repairs that have not been authorised under the policy or performed by anyone who is not Sony.or a Sony appointed Authorised Service Centre.

• Loss or damage to pre-loaded or purchased software, apps, stored data or virus prevention / detection software.

• Loss, damage or corruption to product or stored data as a result of a cyber-attack. 

• Failure to provide the product to Sony for inspection

• Failure to provide the IMEI.

• Loss or damage due to fire or natural disaster.

• Damage during delivery, installation or transportation of the product by a third party who is not an agent of Sony or the insurer.

• Any modifications made to your insured product.

Your insurance policy starts on the date you take physical delivery of your insured Sony product. Sony will send your policy documents by email within one (1) business day of your policy start date.

In case you have not received your insurance documentation, you may want to check your spam first. If you cannot retrieve the e-mail there, you can always contact us.

Your policy ends on the earliest of (i) the date that you or we cancel the policy on (ii) the end of the policy term, or (iii) the date on which a voucher is issued to settle your claim, if repair or replacement is not possible. The policy term is set out in your insurance certificate.

If you are considering making a claim for product breakdown

• Please check the Sony support website to make sure the issue cannot be fixed through troubleshooting steps and / or software / firmware updates.
• You may also contact our technical support team for further assistance

How to make a claim

Simply contact the Sony Customer Service Department:

• By phone: (0)207 365 0054 (lines are open Monday to Saturday, between 9am and 6pm, except public holidays)
• Visit: www.sony.co.uk/store/contactus

What information do I need?

• Your purchase invoice (available on your order confirmation email or online in the 'my orders' section of your My Sony Account).
• Your insurance certificate (emailed to you shortly after your insured product was delivered).
• The serial number of your product.
• For mobile phones, the product's IMEI number (found on the product box or by dialing **#06# on your phone’s keypad).
• Details of why you are making a claim, for example the damage / issue with your product.

What else do I need to Know?

• You should keep your insured product as Sony may need to inspect it before a claim can be accepted.
• You should make your claim as soon as possible following an incident.
• A decision on a claim will normally be made within 7 working days of Sony being able to assess your claim and inspect your product (if needed).
• If your product needs to be repaired or replaced, this is normally completed within 14 working days, if all parts are available.

When can I cancel my policy?

• You can cancel your policy at any time for any reason. 

How can I cancel my Policy?

• If your order was delivered in the last 28 days, the easiest way to cancel your policy is to visit the order section of your account and request to return your policy.  Your policy will then be automatically cancelled and your payment method credited.

• Alternatively contact Sony on (0)207 365 0054 (lines are open Monday to Saturday, between 9am and 6pm, except public holidays), or www.sony.co.uk/store/contactus

How much will I be refunded?

• If you cancel this policy within 28 days of the policy start day, you will receive a full refund of the premium you paid, unless you have made a successful claim or have registered a claim that is in progress, in which case you will not receive any refund.

• If you cancel this policy 28 days or more after the start date of the policy you will receive a proportionate refund of the premium, based on the number of full, unexpired months of cover remaining, unless you have made a successful claim or have registered a claim which is in progress, in which case you will receive no refund.

When will I get my refund?

• A payment to your original payment method will be initiated within 7 business days of your cancellation request being accepted.

What happens if I cancel or return the order for the insured product?

• Your policy will be automatically cancelled and refunded with the order for the insured product.

The insurance premium must be paid at the time of purchase of your product on the Sony website. The premium amount covers the duration of the policy as selected by you and detailed in your insurance certificate.

How to make a complaint

We believe you deserve a courteous, fair and prompt service. If there is any occasion when our service does not meet your expectations, please contact us using the appropriate contact details below, providing the policy/claim number and your name/name of the insured person to help us deal with your comments quickly.

For sales related complaints, please contact Sony

• By phone: (0)207 365 0054 (lines are open Monday to Saturday, between 9am and 6pm, excluding public holidays)

• By post: Online Store Customer Relations, Sony Europe B.V., The Heights, Brooklands, Weybridge, Surrey, KT13 0XW

• Visit: www.sony.co.uk/store/contactus

For all other complaints relating to the policy, including claims related complaints, please contact:

• By post: AIG UK Warranty Dept, PO Box 3465, Croydon, CR90 9AG

• By phone: (0)207 365 0054 (lines are open Monday to Saturday, between 9 am and 6 pm, excluding public holidays)

• By email: MySonyCareClaims@aig.com

• Visit: www.aig.co.uk/your-feedback

We operate a comprehensive complaint process and will do our best to resolve any issue you may have as quickly as possible. On occasions however, we may require up to 8 weeks to provide you with a resolution. We will send you information outlining this process whilst keeping you informed of our progress.

If you’re not happy with our response

If we are unable to resolve your concerns within 8 weeks, you may be entitled to refer the complaint to the Financial Ombudsman Service. We will provide full details of how to do this when we provide our final response letter addressing the issues raised.

Please note that the Financial Ombudsman Service will not consider a complaint if you have not provided us with the opportunity to resolve it.

The Financial Ombudsman Service can be contacted in the following ways:

• By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

• By phone: +44 (0) 8000 234 567 or +44 (0) 300 123 9 123

• By email: complaint.info@financial-ombudsman.org.uk

The Financial Ombudsman Service is an independent complaints service that’s free to use. You can find out more about them and how to complain at: www.financial-ombudsman.org.uk

The Financial Ombudsman Service may not be able to consider a complaint if you are a business customer.

The Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our financial obligations you may be entitled to compensation from the scheme, depending on whether you are an eligible claimant, the type of insurance and the circumstances of the claim.

You can get more information about the compensation scheme arrangements at www.fscs.org.uk, by contacting the FSCS by telephone on 0800 678 1100 (Freephone) or 020 7741 4100, or by writing to Financial Services Compensation Scheme, PO Box 300, Mitcheldean, GL17 1DY.

Following this complaint procedure does not affect your right to take legal action.