Frequently asked questions.
Applications, payments, policy changes and claims — answered.
Managing your policy
Applications, payments and policy changes.
To insure a new device, please apply on our website: istoreinsure.co.za.
You can check the status of your application on our self service portal or by checking your email box you used when applying — we send status updates via email.
New policy verification is completed within 8 working hoursYou can use our self service portal or email us at underwriting@istoreinsure.co.za with your proof of purchase. Be sure to include your policy number in the subject line.
You should have received an email from us with your policy and payment details. Please follow the instructions in that email OR check the payment status on the self service portal.
Claims
Logging, documents, status and excess payments.
You can use our self service portal and click on submit a claim.
ITC reference number from your cellular network provider, if claiming for a device with a SIM
Affidavit from SAPS For non-SIM devices such as a Mac
Police Case Number from the South African Police Services
Last device location from Apple Find My
Book your device in at your nearest iStore for a damage report. Always include your claim reference number. The iStore technical team will forward the report to the claims team.
Status updates are noted on our self service portal, alternatively contact our claims team on 021 403 9170 or email us claims@istoreinsure.co.za
Claim verification takes up to 4 hours, excluding weekends and public holidaysPayment details: Once your claim is approved, our claims team will email you the excess payment information. You can also make payment through our self service portal. Once payment is received, authorisation will be sent to your selected iStore branch.
Claims are finalised within 4 working hours after the excess payment is received, excluding weekends and public holidaysOur intention is to place you in the position you were in before the loss. Your policy covers the insured device, while the insured value helps determine a suitable replacement if the same model is no longer available.