Customer

FAQs

  • Your policy protects your item against specific risks, depending on the benefits shown in your schedule. These may include accidental damage, theft, or breakdown after the manufacturer’s warranty has ended.

    We focus on making cover clear and transparent, so you can easily understand what is included. If you need to make a claim, we aim to handle it simply and efficiently, arranging repair, replacement or settlement in line with your policy terms.

  • To start a claim, visit our Start a Claim page here.‍ ‍From there, you will be guided through a simple, step-by-step process to be connected with our expert claims handlers. We are committed to handling your claim fairly, consistently, and promptly, ensuring you are kept informed at every stage of the process.

    Claims Checklist: What You’ll Need 

    To help us process your claim as quickly and fairly as possible, please have the following information ready before you start:

    • Policy Details: Your policy number and the name registered on the account.

    • Incident Details: The date, time, and a brief description of what happened.

    • Proof of Ownership: A copy of your original receipt, an invoice, or a photograph of the item.

    • Supporting Evidence: Photos of any damage or, in the case of theft, a Police Crime Reference Number.

    • Contact Information: Your preferred phone number or email address so our handlers can reach out with updates.

  • Loxa is available through our authorised retail partners. We partner with retailers who share our commitment to providing customers with clear, fair, and high-quality insurance cover at the point of sale.

  • We partner with specialist claims handling firms for each product category. This ensures you receive expert service and a prompt, fair resolution tailored to your specific item.

  • To update your details or make changes to your cover, please email us at info@loxacover.com. Our team is committed to processing your request promptly and accurately, ensuring your policy remains up to date and reflective of your needs.

  • We'll soon have a simple and easy portal where you can do this yourself. But for now, please message us at info@loxacover.com and we'll help you out.

  • We provide cover for a wide range of high-value items, including electronics, furniture, homewares, appliances, musical instruments, tools, sporting goods, and cameras.

    Our policies are designed to meet the specific needs of these categories, ensuring you receive appropriate and fair protection for your purchase.

  • If you need to cancel your policy please email us at info@loxacover.com. We will process your request promptly and provide clear information regarding any applicable cooling-off periods or refunds.