I was abroad for a week I had my phone stolen thus read the policy and acted on it I filled a police report very hard to do as police spoke very little english and then struggled to get my parents to call my network provider to cancel the sim and black list the phone. fair do's the terms and conditions do state 12 hours to do all this but when you get your phone stolen at 3am you don't have time as you are asleep a good 50% of this time 16 hours later after struggling with all parties involved I got everything completed the reply I got from the insurance company was essentially fuck off. i am very unhappy at this and will be following this up with the company my parents are in.