How to claim

Making a claim is easy - simply call us on 150 from your EE phone or 07953 966 250 from any other phone, and we'll do the rest. 9 out of 10 claims are processed without paperwork, it’s that quick and easy.

You should call  us as soon as possible to limit the time you are without your device, and limit potential unauthorised use (which is not covered).

If you are abroad at the time of the incident, report it to us as soon as possible on + 44 7953 966 250, please note we can only replace your device when you return home to the UK.


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.

View the excess for your device >

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.

Excess fees for damage, loss or theft

Excess band






Excess amount







If you make a claim for loss, theft or accidental damage to your phone or tablet, you'll be charged an excess fee which depends on the Excess Band your device falls in to. For example, the Samsung Galaxy S4 or the iPhone 5S are in Excess Band C, which is £100. A full list of the handsets we are able to insure and their associated excess fees can be found at

You can only make a maximum of 2 successful claims in 12 months (starting from the date of the first claim) for loss or theft, but you can make unlimited accidental damage claims. 

Customer Services will confirm the cost of the policy and associated Excess Fee for your device at the time of sale and it will be detailed in your Confirmation of Cover letter which will be sent to you in the post

Help & Support

New to EE? Use our getting started guides

Follow our step-by-step guides to getting you up and running with EE.

Contact us

Call 150 from your EE phone
or 0800 956 6100

Manage your account with the My EE app

Keep track of your usage, manage add-ons or pay your bill on the move.

Have a question?

Find the answer by
searching our Help pages

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 for Business and Damage Cover for Business 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.

Full terms and conditions of the insurance