Orange Care Features

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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.
*Get 24 hour replacement if your claim is accepted before 7.30pm or same day replacement (delivered between 6pm and 10pm, specific slots not available) if your claim is accepted before 11am. Geographical restrictions apply on delivery of all replacements. Same day promise excludes customers living in Northern Ireland, Isle of Lewis, Inverness, Isle of Arran, Orkney Isles, Hebrides, Isles of Scilly, Shetland Isles, Aberdeenshire, Channel Islands, Isle of Man and Isle of Wight and some parts of Ayrshire, Paisley & Perthshire or while you are outside the UK. Excludes bank holidays and exceptional circumstances. The replacement will be from refurbished stock that has been tested and is fully functional.
Orange Care includes insurance and warranty, which are subject to terms, conditions and exclusions as stated in the Orange Care General Terms and Conditions. Please read these carefully.

Find out if Orange Care is included in your service plan

Please refer to your service plan to find out whether Care is inclusive.

Orange Service Plans
Orange Care terms & conditions

If Orange care is not included in your service plan

Lost phone

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.

Orange Care Terms and Conditions

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.

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