FAQ

Answers to common questions about insulin pumps and our insurance.

Making a claim

How do I make a claim?

Making a claim for your insulin pump is quick and easy. You can submit your claim online 24/7 using the Online Claim Form. Please note that our office hours are 09:00 to 17:00 Monday to Friday excluding public holidays. Your claim will be assessed during our office hours. If you have a medical emergency, please contact the relevant authority and make a claim with us after if you need to.

Will I need to pay an excess?

There is no excess to pay when you make a claim if your pump is lost, stolen, or accidentally damaged.

How quickly will I get a replacement?

Once your claim is approved, we coordinate a replacement directly with the manufacturer. Delivery times depend on your device model and the manufacturer’s stock and shipping processes. We’ll keep you updated at every step.

Will the claims team understand my needs?

Insurance4InsulinPumps was founded by a parent of a child with Type 1 Diabetes (Our Story). Our team understands the urgency of replacing a pump and provides empathetic, prompt support.

Insuring my insulin pump

Why insure my insulin pump and what’s included?

Insuring your pump gives peace of mind if the unexpected happens. Key benefits include (subject to policy terms):

  • Accidental damage, loss and theft cover – up to £5,000 (pump, CGM, and included accessories).
  • No excess to pay when you make a claim.
  • Instant protection from the moment you buy.
  • Fast replacement service, with pumps shipped by the manufacturer (subject to their stock and processes).
  • Cover available for all ages and a wide range of pump models.

Our insurance does not cover

  • pump breakdowns, these are typically covered by the manufacturer warranty.
  • Wear and tear, or any cosmetic damage (for example a scratch but the pump still works properly).
  • If you lose it or it is stolen but you cannot tell us where or when this happened.
  • Any claim caused because you didn’t follow medical advice or the manufacturer’s guidance on how to use it.
  • We always recommend you read our Policy Wording or Product Summary.

How much does it cost?

£6.95 per month, or £83.40 if you prefer to pay annually. Insurance premiums are inclusive of 12% Insurance Premium Tax.

What items are covered?

Your policy covers your insulin pump, handset, transmitter, and your Continuous Glucose Monitor (CGM). Mobile phones are not covered.

Can I insure my child’s insulin pump?

Yes, you can. Simply complete the policy setup process in your name, and we’ll provide immediate cover for your child’s insulin pump. This ensures they’re protected from accidental damage, loss, or theft right from the start. 

Should I use my home contents insurance instead?

Some home contents policies will offer to protect your pump but check the following:

  •  When you claim, does your home contents provider have a dedicated specialist team or are you calling a generic contact centre? 
  • Will you have to pay an excess to make a claim? 
  • What is the claims process i.e. do you have to go and buy a pump first and then they will reimburse you? 
  • If they order the pump for you, do they have purchasing agreements with pump manufacturers? 
  • How quickly can they guarantee you a replacement pump. 
  • Will making the claim increase the cost of your home and contents policy? 
Is loan equipment covered?

Yes, your loan equipment is covered. If your loaned insulin pump, handset, transmitter, or CGM is accidentally damaged, lost, or stolen, your policy will provide protection, giving you peace of mind during temporary use. 

What’s not covered?

As a reminder, some key exclusions are as follows:

  • Loss where the equipment was in your home at the time.
  • Mechanical/electrical/software failure (typically a manufacturer warranty matter).
  • Wear and tear, gradual deterioration/oxidation, developing defects or fractures.
  • Cosmetic damage such as scratches or chips when the device still works.
  • Loss or theft where you cannot tell us where and when it happened.
  • Claims due to not following medical or manufacturer guidance.

This list is not exhaustive, please review the Policy Wording and Product Summary.

Managing my policy

How do I update my policy after a pump replacement?

Contact us Monday–Friday, 9:00–17:00 (excl. bank/public holidays):

We’ll send you your updated policy schedule via email reflecting the changes.

We recommend that you keep in touch with your diabetes care team so that they to ensure that your insulin pump continues to meet your needs and remains in warranty. It may not be possible to obtain a replacement if an insulin pump is out of warranty. Traditional Insulin pump warranties typically last for 4 years , however we suggest that you check the length of your warranty with your Insulin Pump provider.

How do I update my postal address?

Contact us Monday–Friday, 9:00–17:00 (excl. bank/public holidays):

We’ll send you your updated policy schedule via email reflecting the changes.

How do I update my email address?

Contact us Monday–Friday, 9:00–17:00 (excl. bank/public holidays):

We’ll send you your updated policy schedule via email reflecting the changes.

How do I change my payment details?

Contact us Monday–Friday, 9:00–17:00 (excl. bank/public holidays):

A member of our team will call you back and help update your details.

How do I cancel my policy?

Cancel any time (Mon–Fri, 9:00–17:00, excl. bank/public holidays):

Use our cancellation request online form and we will email you back to confirm cancellation.

Useful info

Links to UK based charities and information

These resources provide guidance, news, and community support:

  • Diabetes.co.uk: A community of people with diabetes, family members, friends, supporters and carers, offering their own support and first hand knowledge .
  • Breakthrough T1D UK (formerly JDRF) : Research and support for people living with T1D.
  • Desang.net : Newsletters on diabetes tech and lifestyle.

Do think about visiting these websites as they can provide valuable information to help you manage your condition confidently. 

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