What you will need
When you call to make a claim you should have the following information ready:
The IMEI number, serial number or UDI of your device – found on your Confirmation of Insurance Cover in your welcome pack.
- Make, model, colour and memory size of your device
- Date and time of the incident.
- For a theft, the report or crime reference number.
- For theft abroad where a police report cannot be obtained, we will ask you for travel documents to confirm travel dates
Remember if you’re making a damage claim you must disable any security feature on your device before a replacement can be arranged.
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.
Please note - You can only make a maximum of two successful claims in a twelve month period (starting from the date the first claim is accepted) for loss and/or theft, but you can make unlimited accidental damage claims.
The legal bit
Terms and Conditions
*Get same day replacement if your claim is accepted before 11 am (delivered between 6pm and 10pm, specific slots not available) or next day replacement if your claim is accepted before 7.30pm. 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 insurance element of Full Cover and Damage Cover is underwritten and administered by Chubb European Group SE, an undertaking governed by the provisions of the French insurance code with registration number 450 327 374 RCS Nanterre. Registered ofﬁce: La Tour Carpe Diem, 31 Place des Corolles, Esplanade Nord, 92400 Courbevoie, France. CEG has fully paid share capital of €896,176,662. UK business address: 100 Leadenhall Street, London EC3A 3BP. Authorised and supervised by the French Prudential Supervision and Resolution Authority (4, Place de Budapest, CS 92459, 75436 PARIS CEDEX 09) and authorised and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our regulation by the Financial Conduct Authority are available from us on request. We may refuse cover. Breakdown and all other features of Full Cover will be provided by EE Insurance and other terms apply, see full terms (Choose EE price Guide for Small Business)