What is Clone Phone and Tablet Care?

In this article

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?

What is covered by my insurance?

Clone Phone Fully Loaded includes:

  1.  

    worldwide cover against loss, theft and accidental damage
  2.  

    warranty cover against electrical or mechanical breakdown for 36 months, provided by EE Ltd
  3.  

    next-day refurbished replacement service

An excess is payable for each successful claim.

> Find out how much your excess is 

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:

  1.  

    worldwide cover against loss, theft and accidental damage
  2.  

    warranty cover against electrical or mechanical breakdown for 36 months, provided by EE Ltd
  3.  

    next-day refurbished replacement service

An excess is payable for each successful claim.

> Find out how much your excess is

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 and administered by Chubb European Group SE. Breakdown and all other features of Clone Phone and Tablet Care will be provided by EE.

What is not covered by my insurance?

What is not covered by my insurance?

Applies to Clone Phone Fully Loaded:

You will not be covered for:

  1.  

    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
  2.  

    any costs arising from unauthorised use of your mobile device after it was lost or stolen
  3.  

    any claim for theft that you do not report to the police and for which you do not obtain a valid crime reference number
  4.  

    any claim where the SIM card linked to an 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
  5.  

    the excess for each successful claim that you make
  6.  

    deliberate damage to the mobile device by you or an authorised user or under the instruction of you or an authorised user
  7.  

    loss, theft or damage to any accessories or other devices which are not included in the explanation of a mobile device
  8.  

    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
  9.  

    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
  10.  

    any claim where you are unable to provide proof of purchase of the mobile device from us or one of our suppliers
  11.  

    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
  12.  

    electrical breakdown of a mobile device caused by a removable battery that is older than six months
  13.  

    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
  14.  

    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
  15.  

    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:

  1.  

    loss, theft or damage as a result of your tablet being used by someone else other than you or an authorised user
  2.  

    any costs arising from unauthorised use of your tablet after it was lost or stolen
  3.  

    any claim that you do not report to the relevant parties within the required timescales
  4.  

    any claim where the EE SIM card registered under this agreement was not inserted into the relevant SIM card area of your tablet 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
  5.  

    the excess for each successful claim that you make
  6.  

    any tablet not registered with an 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
  7.  

    deliberate damage to the tablet by you or an authorised user or under the instructions of you or an authorised user
  8.  

    loss, theft or damage to any accessories or other devices which are not defined as a tablet
  9.  

    loss, theft or damage to your tablet where the mobile device was not on your person or the authorised user’s person at the time of the incident, unless the tablet 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
  10.  

    any claim where you are unable to provide proof of purchase of the tablet from us or one of our suppliers
  11.  

    any incident involving theft or malicious damage that results in a claim for your tablet and you do not report it to the police within seven days of discovery
  12.  

    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
  13.  

    electrical breakdown of a tablet caused by a removable battery that is older than six months
  14.  

    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 tablet
  15.  

    any software or data installed on your tablet, 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
  16.  

    malfunction caused by the routine servicing, inspection, maintenance, dismantling or cleaning of your tablet, or if repairs have been carried out by persons not authorised by us or the insurer
  17.  

    cosmetic damage, whether internal or external
  18.  

    any costs suffered by you as a result of not being able to use your tablet, or any costs other than the repair or replacement cost of your tablet
  19.  

    any claim relating to the confiscation or detention of your tablet by any government body or recognised authority, including but not limited to the police or HM Revenue & Customs
  20.  

    any labour or other charges incurred where a fault cannot be found with your tablet
  21.  

    any costs or damage caused to your tablet by war, invasion, revolution or any similar event
  22.  

    any claim where your account with us is not paid up to date in accordance with the EE network terms or other applicable agreement

How long does my insurance last?

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 repurchase insurance. If you move to a SIM Only plan, we may be able to offer you insurance on your device.

To discuss your options:
  1.  

    call 150 from your EE phone
  2.  

    or call 07953 966 250 from any other phone

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.

If you want to cancel after 14 days but before three months you'll have to pay the minimum term.

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.

The EE Tablet Care product will be active for a period of five years. After this period you will need to purchase the product again. When you near the end of the 60-month period we will contact you to see if you would like to benefit from all the features the product has to offer.

How do I make a complaint about insurance?

How do I 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:
  1.  

    call 150 from your EE phone
  2.  

    call 07953 966 250 from any other phone
  3.  

    or 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 therefore 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.

You can contact the Financial Ombudsman Service in the following ways:

  1.  

    website: financial-ombudsman.org.uk
  2.  

    phone: 0800 023 4567 / 0300 123 9123
  3.  

    email: complaint.info@financial-ombudsman.org.uk
  4.  

    post: Financial Ombudsman Service
             Exchange Tower
             London
             E14 9SR

Using our complaints procedure or contacting the Financial Ombudsman Service 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.

To access the Online Dispute Resolution Service:
  1.  

    visit ec.europa.eu/odr
  2.  

    and quote our e-mail address: CustomerResolutionTeam@eecareservices.co.uk

Alternatively, you can contact the Financial Ombudsman Service directly.

Clone Phone app deactivation

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 does 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:

  1.  

    Lookout
  2.  

    iCloud
  3.  

    Dropbox
  4.  

    Google Drive

What does this mean for my bill?

  1.  

    if you have Clone Phone Loaded you'll no longer see the ‘Clone Phone Loaded’ charge on your bill
  2.  

    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
  3.  

    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:

  1.  

    call 150 from your EE phone
  2.  

    call 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:
  1. 1

    go to Menu
  2. 2

    go to Settings
  3. 3

    select Applications (sometimes shown as 'Application Manager')
  4. 4

    select Manage applications
  5. 5

    tap on Clone Phone
  6. 6

    tap Uninstall
iOS (Apple) devices:
  1. 1

    press and hold down the Clone Phone app icon until the icon starts to wobble
  2. 2

    tap the cross ('x') in the top left-hand corner
  3. 3

    tap Delete
  4. 4

    tap the Home button
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