This article applies to existing Orange Care customers. If you're looking for a new insurance policy, please check out Clone Phone Fully Loaded from EE.
We aim to get a replacement dispatched within 24 hours* of your claim being accepted (an Excess applies to all accepted claims, see below for details).
- insurance and warranty cover
- if your phone is lost or stolen a replacement will be sent by courier and in some circumstances by post
- if your phone is damaged or faulty a replacement will be sent by courier as we'll need to collect your damaged or faulty phone
- all replacements will be delivered directly to your UK address.
- The replacement will be from refurbished stock that has been tested and is fully functional.
Find out if Orange Care is included in your service plan
Please refer to your service plan to find out whether Care is inclusive.
If Orange care is not included in your service plan
If you've lost your phone and it isn't covered by Orange Care, don't worry. Simply call us on 07973 100 150 from any phone, or 150 if you have access to another Orange phone. We'll discuss the best options available to you.
Broken or faulty phone
If your phone is less than 12 months old and becomes faulty it may be covered by the manufacturer's warranty. If you need to get a replacement from the manufacturer, please let us know so we can update your account details. This doesn't affect your legal rights.
Orange Care abroad
Orange Care covers you, even when you're outside the UK.
If your phone's been lost, stolen or damaged outside of the UK please call us as soon as possible on +44 7973 100 250.
If your phone has been stolen you also need to report this to the police as soon as possible. We will require the police crime reference number or report to process your claim.
If your phone has been stolen or maliciously damaged you’ll need to report this and get a crime number from the local police. You’ll need the crime number to get a replacement phone when you're back in the UK.
A replacement will only be sent on your return to the UK.
Don’t forget: you should report lost or stolen devices to EE as soon as possible to limit unauthorised use.
Contacting us while you're away
If you need advice on our services while you're away, have a question about billing or need help with your phone, just give us a ring on one of the numbers below.
Pay monthly customers
Call 150 free from your Orange phone, or +44 7973 100 150 from any other phone.
Pay as you go customers
Call 450 from your Orange phone (the automated service is free - otherwise it's 25p per call), or +44 7973 100 450 from any other phone.