ABOUT FULL COVER AND DAMAGE COVER

Welcome to EE insurance. Thank you for taking your policy with us. When the worst happens to your device, you're protected with worldwide cover and a fully refurbished phone delivered the next day, subject to geographical restrictions, Bank Holidays and exceptional circumstances.

You should have received your Welcome Pack within 10 working days of signing up. This will give you details about:

  • Your insurance terms and conditions
  • Your monthly premium
  • The excess you will need to pay for each successful claim
  • How to contact us if you need to claim
  • Your IMEI number (this is your unique identifying number for your insured device)
  • Details of the other benefits that come with your insurance product

It’s important to keep this pack; it contains lots of information that’s essential if you need to make a claim. If you haven’t received your Welcome Pack within 10 working days, call us on 150.

What is covered by my insurance?

Full Cover includes

  • Worldwide cover against
    -  Loss
    -  Theft
    -  Accidental damage
  • Premium version of Lookout Mobile Security
  • Next day refurbished replacement service
  • £50 next day replacement option for breakdown (Apple device faults must be referred to Apple within the first 12 months, not available to SIM Only customers)

An excess is payable for each successful claim – find out how much your excess is here. Full Cover has a claim limit of two successful loss or theft claims in a 12 month period that begins with the first successful claim.

Next day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances.

Full Cover monthly premiums range from £8 to £12 per month, dependent on device. The premium is the monthly cost paid for your cover.

Lookout Mobile Security

Full Cover customers also get the Premium Version of Lookout Mobile Security. This app has several fantastic features including:

  • Increased privacy and personal data protection
  • Safe browsing protection against malicious websites
  • Tracking for lost or stolen phones

To activate your Lookout subscription, just download the app from your app store and follow the instructions to register/sign in. The Lookout Mobile Security app is pre-loaded on Android devices, so just open it up and register/sign in to take advantage of these benefits. Find out more information about Lookout >

Damage Cover includes

  • Worldwide cover against accidental damage
  • Next day refurbished replacement service
  • £50 next day replacement option for breakdown (Apple device faults must be referred to Apple within the first 12 months, not available to SIM Only customers)

An excess is payable for each successful claim – find out how much your excess is here.

Next day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances.

Damage Cover monthly premiums range from £4 to £8 per month, dependent on device. The premium is the monthly cost paid for your cover.

Our Underwriter

Our insurance is underwritten by Allianz Insurance plc. Breakdown and all other features of Full Cover and Damage Cover will be provided by EE.

What is not covered by my insurance?

Applies to Full Cover and Damage Cover

We will not replace your device if it is damaged:

  • Deliberately by you, or an authorised user or anyone acting on their instructions;
  • By repairs carried out by someone not authorised by the insurer;
  • By an alteration or modification to any internal parts or to the operating system, such as it being unlocked to operate on another network;
  • By dents, scratches or other marks that do not stop it working normally.

Applies to Full Cover in addition to the above

We will not replace your device if:

  • You or an authorised user knowingly leave it in a place where you can’t see it but others can; 
  • You do not report the theft to the police (local police if abroad) and do not obtain a report or a crime reference number;
  • You or an authorised user knowingly leave it on display in an unattended and unlocked vehicle and the vehicle’s security systems are not enabled (for example, in a dashboard holder);
  • You or an authorised user leave it in an unoccupied building, where the windows and/or doors are left unlocked;
  • The device has been lost by someone other than you or an authorised user.

Applies to Full Cover and Damage Cover

In addition to the above, we will not cover;

  • The costs of installing or re-purchasing any content such as data, music photos apps or software;
  • Any costs that are incurred due to unauthorised use (calls, texts and downloads) ;
  • Replacement costs for any accessories damaged, lost or stolen, along with the device;
  • Claims in relation to loss, theft or damage caused by war, invasion, revolution or a similar event;
  • Claims where the bill for your service plan is not paid and up to date in accordance with the Service Plan terms and conditions.

How long does my insurance last?

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.

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, 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, from the date we receive your cancellation instructions.

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
Website: financial-ombudsman.org.uk
Telephone: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

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.

Why EE

4G in more places than any other network

We're making sure that we provide the biggest 4G coverage for you.

Call and text with WiFi

No signal? No problem! With WiFi Calling you can keep talking and texting even if you don’t have mobile signal.

Investing in our network

We're spending £1.5 million a day to keep improving our network's speed, reliability and call quality.

And ready for the future

We're always one step ahead. We were the first to introduce 4G to the UK, double speed 4GEE and now 4G+.