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Pump Theft Claims Process Complete Guide
Step-by-step guide to claiming insulin pump insurance when your pump is stolen, including police report requirements and 24-hour replacement process.
December 2024•6 min read
Theft is Covered
If your insulin pump is stolen, specialist insurance covers the full replacement cost. The key requirement: report to police and get a crime reference number within 24-48 hours.
⏰ Act quickly: Report theft and claim within 48 hours for fastest processing
Theft Claims: Step-by-Step
Immediate Actions (Within Hours)
1. Report to Police (First Priority)
Call police immediately or visit your local police station to report the theft. Provide:
- • Pump brand and model (e.g., Medtronic 780G)
- • Serial number (if you know it)
- • When and where it was stolen
- • Value (approximately £3,000-6,000)
- • Any identifying marks or characteristics
Critical: Get a crime reference number. You MUST have this for insurance claim.
2. Take Photos & Gather Details
While details are fresh:
- • Photo of police crime reference number
- • Write down where/when pump was stolen
- • Note who was present
- • Describe how/why you believe it was theft (not loss)
3. Locate Your Insurance Documents
Find your insurance policy number, provider contact details, and 24-hour claims line number. Have this ready before calling.
File Your Claim (Within 24-48 Hours)
Call Your Insurer's Claims Line
Call the 24-hour claims number on your policy. Have ready:
- • Policy number
- • Crime reference number from police
- • Date/time/location of theft
- • Your pump details (brand, model, serial if known)
- • Your contact information
Key point: The insurer will confirm your theft qualifies for coverage and begin processing replacement.
Documentation Phase (24-48 Hours)
Submit Police Report
Email or post the police crime reference number to your insurer. Some insurers want a copy of the police report; others just need the reference number.
Provide Proof of Ownership
Submit proof that you owned the pump:
- • Original receipt (if private pump)
- • NHS letter (if NHS pump)
- • Bank statement showing pump-related purchase
- • Prescription documentation
Confirm Pump Details
Provide serial number, photos (if you have them), and any identifying information about your stolen pump.
Replacement Phase (24 Hours)
After insurance approves your claim:
- 1. Approval: Insurer confirms theft claim and approves replacement
- 2. Arrangement: Insurer arranges courier delivery or pickup
- 3. Tracking: You receive tracking information for replacement pump
- 4. Delivery: Replacement typically arrives next business day
- 5. Payment: You pay your excess (£0-100); insurer covers rest
Timeline Summary
| When | Action |
|---|---|
| Within 1 hour | Report to police, get crime reference |
| Within 24 hours | Call insurer's claims line with crime reference |
| Within 48 hours | Submit police report and proof of ownership |
| Within 24 hours of approval | Receive replacement pump delivery |
Important Points
- ✓Police report is ESSENTIAL: Without a crime reference number, insurers cannot process theft claims.
- ✓Speed matters: Report within hours, not days. Delayed reporting can affect claim processing.
- ✓Honesty is critical: Clearly explain it was theft, not loss. Insurance teams understand the difference.
- ✓Keep documentation: Save all police reports, insurance correspondence, and receipts.
Conclusion
If your pump is stolen, act quickly: report to police immediately, then call your insurer within 24 hours. With a crime reference number and proof of ownership, most theft claims are approved and replacements arranged within 24 hours. Insulin pump insurance protects you from the £3,000-6,000 replacement cost and ensures you're not without pump therapy for long. For additional diabetes support, visit Diabetes UK.
Protected Against Theft
Comprehensive insurance covers theft with fast claims processing and 24-hour replacement.
Get Theft Protection