Insurance terms and charges
If you chose to take Full Cover or Damage Cover at the same time you upgraded or took out a new plan, you can cancel your insurance at any time with no additional fees or charges. We will refund the part of the monthly premium paid onto your next Service Plan bill, from the date we receive your cancellation instructions.
If you chose to take Full Cover or Damage Cover at a different time to when you upgraded or took out a new plan, there is a three month minimum term, unless you cancel within the 14 day cooling off period. We will refund the part of the monthly premium paid onto your next Service Plan bill, from the date we receive your cancellation instructions.
Full Cover or Damage Cover will continue for a maximum period of 60 months (five years), unless you cancel your insurance or contract, or upgrade your contract. If you upgrade your contract you will need to re-purchase insurance if you wish to insure your new device. When you are near the end of the 60 month period, we’ll contact you to let you know.
Insurance is not automatically added when you upgrade with EE, so if you would like to keep your new device on your new plan protected, make sure you let our agent know over the phone or in store. Or if you are upgrading online, make sure you select insurance in the basket. You can upgrade here.
Insurance premiums are exempt from VAT but are subject to Insurance Premium Tax at the current rate. You’ll be told the premium amount before you buy it, and it will be detailed on the Confirmation of Your Insurance Cover letter in your welcome pack. All taxes are included in the displayed prices.
Our insurance is underwritten by Allianz Insurance plc. Breakdown and all other features of Full Cover and Damage Cover will be provided by EE.
List of terms
You can find the full terms and conditions for your policy by visiting the below links:
- Excess for Full Cover and Damage Cover
Like with most insurance policies, you will be charged an excess for each successful claim you make. The amount depends on which band your device falls into on the date your claim is accepted. The excess will be added to your Service Plan bill for the next month.
View the band and excess for your device here.Find out your new excess
Enter your device to see which band you're in and how much your new excess will be.
If you are a Clone Phone or Tablet Care customer, you can find your excess here.
If you are an Orange Care customer, you can find your excess here.
If you are unsure what insurance product you have, check your Service Plan bill or check the My EE app. Alternatively you can text COVER to 150, or call us on 150 from your EE phone, or 07953 966 250 from any other phone.
- Excess for Clone Phone Fully Loaded and Tablet Care
Like with most insurance policies, you will be charged an excess for each successful claim you make. If you have Clone Phone Fully Loaded or Tablet Care the excess amount you pay is based on the cost of the policy. The excess will be added to your Service Plan bill for the next month. To check the cost of your Clone Phone Fully Loaded policy please refer to your latest bill.
Please note Clone Phone Fully Loaded and Tablet Care are not open to new connections.
Clone Phone Fully Loaded £6
Clone Phone Fully Loaded £8
Clone Phone Fully Loaded £10
Clone Phone Fully Loaded £14
Tablet Care £15
- Excess for Orange Care
Like with most insurance policies, you will be charged an excess for each successful claim you make. If you have Orange Care the excess amount you pay is based on the cost of your Orange Care policy. The excess will be added to your Service Plan bill for the next month. To check the cost of your Orange Care policy please refer to your latest bill.
Please note Orange Care is not open to new connections.
Orange Care £5
Orange Care £6
Orange Care £7.99
Orange Care £12
Orange Care £15
- Extra charges
If you make a claim and we arrange a courier to deliver a replacement device, you must be ready when the courier arrives. They are not able wait for you to prepare your old device for the swap. If you miss the delivery there will be a charge of £20 added to your next bill.
If you have made a fraudulent claim, we will endeavour to recover the device and any costs associated with its recovery.
The insurance element of Full Cover, Damage Cover, Clone Phone Fully Loaded, Tablet Care and Orange Care is underwritten by Allianz Insurance plc. Allianz Insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register No. 121849. Subject to terms and conditions. Breakdown and all other features of Full Cover, Damage Cover, Clone Phone Fully Loaded, Tablet Care and Orange Care will be provided by EE.
- I want to make a complaint about insurance
Our aim is to get it right, first time every time. If you have a complaint we will try to resolve it straight away. If we are unable to, we will confirm we have received your complaint within five working days and do our best to resolve the problem within four weeks. If we cannot we will let you know when an answer may be expected.
If we have not resolved the situation within eight weeks we will issue you with information about the Financial Ombudsman Service (FOS) which offers a free, independent complaint resolution service.
If you have a complaint, please call 150 from your EE phone, or 07953 966 250 from any other phone. Alternatively, you can write to:
Customer Relations, EE Care Services, PO Box 374, Southampton SO30 2PT
You have the right to refer your complaint to the Financial Ombudsman, free of charge – but you must do so within six months of the date of the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 023 4567 / 0300 123 9123
Using our complaints procedure or contacting the FOS does not affect your legal rights.
The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your
complaint this way it will be forwarded to the Financial Ombudsman Service.
Visit ec.europa.eu/odr to access the Online Dispute Resolution Service. Please quote our e-mail address: CustomerResolutionTeam@eecareservices.co.uk.
Alternatively, you can contact the Financial Ombudsman Service directly.
Can't find your phone? View our full list of excess charges.