About Clone Phone and Tablet Care

Welcome to Clone Phone and Tablet Care. 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. 

What is covered by my insurance?

Clone Phone Fully Loaded includes:

  • Worldwide cover against:
    o Loss
    o Theft
    o Accidental damage
  • Warranty cover against electrical or mechanical breakdown for 36 months, provided by EE Ltd.
  • Next day refurbished replacement service

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.

Clone Phone Fully Loaded monthly premiums range from £6 to £14 per month, dependent on device. The premium is the monthly cost paid for your cover.

Tablet Care includes

  • Worldwide cover against:
    o Loss
    o Theft
    o Accidental damage
  • Warranty cover against electrical or mechanical breakdown for 36 months, provided by EE Ltd.
  • Next day refurbished replacement service

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.

The Tablet Care monthly premium is £15. 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 Clone Phone Fully Loaded

You will not be covered for:

  • Loss, theft or damage as a result of your device being used by someone else other than you, an authorised user or anyone using or storing your mobile device with the permission of you or an authorised user;
  • Any costs arising from unauthorised use of your mobile device after it was lost or stolen;
  • Any claim for theft that you do not report to the police and for which you do not obtain a valid crime reference number;
  • Any claim where the SIM card linked to an Orange, T-Mobile or EE Service Plan was not inserted into the SIM card holder in your mobile device at the time of the incident. This exclusion will not apply where you have removed the SIM card temporarily for a legitimate reason, or where the mobile device is a SIM free device purchased as part of a bundle with a mobile device from us or one of our suppliers;
  • The excess for each successful claim that you make;
  • Deliberate damage to the mobile device by you or an authorised user or under the instruction of you or an authorised user;
  • Loss, theft or damage to any accessories or other devices which are not included in the explanation of a mobile device;
  • Theft where your mobile device is knowingly left on display and outside the view of you, an authorised user or anyone using or storing your mobile device with the permission of you or an authorised user;
  • Theft where your mobile device was left in a building or other property, unless force resulting in damage to the building or premises was used to gain entry or exit;
  • Any claim where you are unable to provide proof of purchase of the mobile device from us or one of our suppliers;
    Damage caused by any form of portable external storage media including, but not limited to, memory cards, USB memory sticks or other digital recording equipment;
  • Electrical breakdown of a mobile device caused by a removable battery that is older than 6 months;
  • Wear and tear, rusting or other deterioration due to normal use or exposure or climatic conditions, or where you have failed to follow the manufacturer’s instructions for the mobile device;
  • Any software or data installed on your mobile device, such as telephone numbers, ringtones, music, pictures, applications or videos, or damage caused as a result of a virus, or damage caused by the installation of software or applications, or any costs incurred by you during reinstallation;
  • Malfunction caused by the routine servicing, inspection, maintenance, dismantling or cleaning of your mobile device, or if repairs have been carried out by persons not authorised by us or the insurer.

Applies to Tablet Care

You will not be covered for:

  • Loss, theft or damage as a result of your mobile device being used by someone else other than you or an authorised user;
  • Any costs arising from unauthorised use of your mobile device after it was lost or stolen;
  • Any claim that you do not report to the relevant parties within the required timescales;
  • Any claim where the Orange, T-Mobile or EE SIM card registered under this agreement was not inserted into the relevant SIM card area of your mobile device at the time of the incident, unless the device is a SIM free device purchased as part of a bundle with a mobile device from us or one of our suppliers;
  • The excess for each successful claim that you make;
  • Any mobile device not registered with an Orange, T-Mobile or EE Service Plan at the time of the incident, unless the device is a SIM free device purchased as part of a bundle with a mobile device from us or one of our suppliers;
  • Deliberate damage to the mobile device by you or an authorised user or under the instructions of you or an authorised user;
  • Loss, theft or damage to any accessories or other devices which are not defined as a mobile device;
  • Loss, theft or damage to your mobile device where the mobile device was not on your person or the authorised user’s person at the time of the incident, unless the mobile device was securely locked away and the device or item containing/covering the device is kept out of sight. Proof of forced entry may be required to support your claim;
  • Any claim where you are unable to provide proof of purchase of the mobile device from us or one of our suppliers;
  • Any incident involving theft or malicious damage that results in a claim for your mobile device and you do not report it to the police within 7 days of discovery;
  • Damage caused by any form of portable external storage media including, but not limited to, memory cards, USB memory sticks or other digital recording equipment;
  • Electrical breakdown of a mobile device caused by a removable battery that is older than 6 months;
  • Wear and tear, rusting or other deterioration due to normal use or exposure or climatic conditions, or where the you have failed to follow the manufacturer’s instructions for the mobile device;
  • Any software or data installed on your mobile device, such as telephone numbers, ringtones, music, pictures, applications or videos, or damage caused as a result of a virus, or damage caused by the installation of software or applications, or any costs incurred by you during reinstallation;
  • Malfunction caused by the routine servicing, inspection, maintenance, dismantling or cleaning of your mobile device, or if repairs have been carried out by persons not authorised by us or the insurer;
  • Cosmetic damage whether internal or external;
  • Any costs suffered by you as a result of not being able to use your mobile device, or any costs other than the repair or replacement cost of your mobile device;
  • Any claim relating to the confiscation or detention of your mobile device by any government body or recognised authority, including but not limited to the police or HM Revenue & Customs;
  • Any labour or other charges incurred where a fault cannot be found with your mobile device;
  • Any costs or damage caused to your mobile device by war, invasion, revolution or any similar event;
  • Any claim where your account with us is not paid up to date in accordance with the Orange, T-Mobile or EE network terms or other applicable agreement.

How long does my insurance last?

Clone Phone Fully Loaded and Tablet Care will continue for a maximum period of 60 months (five years), unless you cancel your insurance or contract, or upgrade your contract. When you are near the end of the 60 month period, we’ll contact you to let you know.

Your Clone Phone Fully Loaded and Tablet Care will also be automatically cancelled if you upgrade your contract or move to a SIM Only plan. If you would like to insure your new device, you will need to re-purchase insurance. If you move to a SIM Only plan, we may be able to offer you insurance on your device. Please call us on 150 from your EE phone or 07953 966 250 from any other phone to talk through your options.

If you bought Clone Phone Fully Loaded and Tablet Care at a different time to your new connection or upgrade, there is a three month minimum term at the start, unless you cancel within the 14 day cooling off period. Otherwise, you can cancel your Clone Phone Fully Loaded and Tablet Care 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.

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.

Clone Phone app deactivation

On 30 April 2016, the Clone Phone app was deactivated. This will have affected customers who have Clone Phone Lite, Clone Phone Loaded and Clone Phone Fully Loaded.

What this means for my data

If you wish to continue backing up your data, you'll need to find a new storage solution. Below are links to some storage solutions available elsewhere. Although these storage solutions aren’t associated with EE directly, they are all reputable storage solution brands:

What this means for my bill

  • If you have Clone Phone Loaded you'll no longer see the ‘Clone Phone Loaded’ charge on your bill.
  • If you have Clone Phone Fully Loaded, you'll continue to see ‘Clone Phone Fully Loaded’ on your bill, as the insurance remains on your account – the only thing affected is the app.
  • As a Clone Phone Fully Loaded customer, you’ll already have access to the Premium Version of Lookout which provides 2GB of storage, all you need to do is download and activate the Lookout app.

If you have any other questions or concerns, please call 150 from your EE phone or 07953 966 250 from any other phone.

How do I remove the Clone Phone app from my device

The Clone Phone app will not automatically disappear from your device, although it will no longer be active. To uninstall the app please follow the instructions below:

Android devices

  • Go to menu
  • Go to settings
  • Select Applications (sometimes shown as "Application Manager"
  • Select manage applications
  • Tap on Clone Phone
  • Tap uninstall

iOS (Apple) devices

  • Press and hold down the Clone Phone app icon until the icons start to wobble
  • Tap the cross ("x") in the top left hand corner
  • Tap delete
  • Tap the home button

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+.