I smashed my screen on Monday 8th May, got on the phone and was told the process to claim. The only thing I have found a bit annoying is you have to provide proof of purchase when you claim, surely it would be better if this was provided when taking out the policy! However I had mine so didn't have any issues, I didn't actually end up posting it until Wednesday 10th but I have just received it back today Tuesday 16th good as new!! I haven't had any of the issues that other reviewers have had so just wanted to give a good review cause I've had a good service and will continue to use them.