I want to buy insurance

If you are thinking about joining EE, or already with us and want to take out an additional line, you can opt to protect your new device with Full Cover or Damage Cover when you take out your new plan.

If you have already upgraded or taken a new line but didn’t take insurance, we may still be able to offer you Full cover or Damage cover. Call us on 150 from your EE phone or 07953 966 250 from any other phone to talk through your option.

We are only able to insure devices purchased direct from EE; online, in store or over the phone. We are only able to insure certain devices on SIM Only, and there are some devices we are unable to insure. We constantly review which devices are insurable.

We are unable to offer insurance on any device that is already lost, stolen or damaged.

I’m upgrading and want to keep my insurance

Insurance is not automatically carried over when you upgrade with EE. If you would like to insure your new device on your new plan, make sure you let our agent know over the phone or in store. If you are upgrading online, make sure you select insurance when you're on the ‘checkout’ page. You can upgrade here.

If you are an Orange or T-Mobile customer, you will only be able to upgrade onto an EE plan protect your new device with either Full cover or Damage Cover. You will not be able to renew Clone Phone Fully Loaded, Tablet Care or Orange Care.

I want to cancel my insurance

You can cancel your insurance by calling 150 from your EE phone or 07953 966 250 from any other phone. You can also cancel insurance by writing to the address below, making sure to include the mobile number shown on the confirmation of your insurance cover:

Customer Relations
EE Care Services
PO Box 374
SO30 2PT

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 onto your next Service Plan bill, 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 onto your next Service Plan bill, from the date we receive your cancellation instructions.

I want to cancel my insurance but keep Lookout Mobile Security

If you are a Full Cover customer and you decide to cancel insurance, you can sign up to the paid version of Lookout Mobile Security Premium. When your Full Cover ends, your Lookout subscription will automatically be downgraded to a free account. If you want to upgrade, you can do this by setting up your own payment plan through the website or the app.

This can either come out of your Google Play account, be added to your EE Service Plan bill, or paid via direct debit. You won’t lose anything that’s already backed up on to the Lookout Mobile Security app and you will get full access once your payment plan is back up and running. Find out more about Lookout >

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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