I NEED TO MAKE AN INSURANCE CLAIM

Our claims process is very simple and with our next day refurbished replacement service, you can get back to doing what you love on your device quickly.

Please 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, please note we can only replace your device when you return home to the UK.

What do I need to make an insurance claim?

Before you claim you need to do the following:

  • Check the device you are claiming for is insured on your policy – you can do this by checking your welcome pack or speaking to an advisor. You will only be able to claim on the device you have insured.
  • Check the excess you will need to pay for a successful claim here.
  • Make sure you have your IMEI number to hand. You can find your IMEI:
       - By dialling *#06# into your device, this will display it
       - By checking the settings of the device
       - On the back of the device, on the SIM card tray or on the original box
       - If you cannot find your IMEI we can help you find it. Call us on 150 from your EE phone, or 07953 966 250 from any other phone for help.
  • If you are making a claim because your device was stolen, you will need a Crime Reference Number (CRN). If the theft happened abroad, you will need to report it to the local police.

Once you have the above ready, call 150 from an EE phone or 07953 966 250 from another phone to make a claim. We cannot process claims in store, but if you are struggling to reach us, pop into store and ask an advisor for help.

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. There is no limit to the number of damage claims you can make, as long as the insurance remains on your account.

Your replacement device will be of the same or similar specification, but it may be a different make, model, colour, or and have an alternative operating system. It will come from refurbished stock that has been tested and is fully functional. It will come either with the remaining period of the manufacturer’s warranty from the original device, or with a 30-day warranty from EE, whichever is longer.

What should I expect during the insurance claim call?

On the call you will need to:

  • Verify your details to pass security
  • Confirm the device IMEI number
  • Confirm your device make, model, memory size and colour
  • Say what type of claim you would like to make, i.e. damage, loss or theft

You will then be taken through a series of questions to determine if your claim can be accepted. For damage claims, if your claim is accepted you will need to back up your device, erase all its data and remove any tracking or security apps, such as Find My iPhone. To do this make sure you can access your device settings or if your device is beyond use, you can log into your iCloud on a tablet or computer. You do not need to do this if you are making a lost or stolen claim.

What happens after my claims call?

After making a damage claim

We recommend you back-up any contacts and other personal data before the courier arrives as they won’t be able to wait if your device is not ready to hand over. Once they've left the address, the courier can't return for any reason.

If you have an Apple device, you must also make sure it has been unlinked to your iCloud account and Find My iPhone is turned off. We also recommend you restore the device back to its factory settings. This is to protect your device and personal information. You can find out how to do this here. Sometimes this can be switched back on, or re-linked if you set up your device again. You can log into your iCloud account on another device or a computer to double check that it isn’t re-linked. You can find out how to do this here.

You must remove your SIM card and any external memory cards, as you will need these to put into your replacement device. You should also remove accessories such as cases or screen protectors from your device; the courier will not accept the device if it has any accessories attached to it.

Find out additional delivery information or how to track your delivery >

You must be ready with the device for when the courier arrives; they are not able wait for you to prepare it for the swap. If you miss the delivery there will be a charge of £20 added to your next bill.

If you find a fault with your replacement device, it’s important you give us a call straight away so we can help resolve the problem. Your replacement device will come either with the remaining period of the manufacturer’s warranty from your original device, or with a 30 day warranty from EE, whichever is longer.

After making a lost or stolen claim

Please make sure you are ready to receive your device when your courier arrives. They will also deliver a replacement SIM with your replacement device so you can get back to using it straight away.

You must be ready with the device for when the courier arrives; they are not able wait for you to prepare it for the swap. If you miss the delivery there will be a charge of £20 added to your next bill.

If you find a fault with your replacement device, it’s important you give us a call straight away so we can help resolve the problem. Your replacement device will come either with the remaining period of the manufacturer’s warranty from your original device, or with a 30 day warranty from EE, whichever is longer.

If, after you make a claim, you or the police recover your device, it becomes property of the insurer and you will need to return it to EE.

What happens to my old device

Your old device will be made secure, any information still left on the device will be erased and it will be repaired to manufacture specification, and then recycled.

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.

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