About Full Cover and Damage Cover

     
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Welcome to EE insurance. Thank you for taking your policy with us.

When the worst happens to your device, with insurance from EE you're protected with worldwide cover and a fully refurbished phone delivered the next day.

You should have received your welcome pack within ten working days of signing up. This will give you details about:

  1.  

    your insurance terms and conditions

  2.  

    your Insurance Product Information Document

  3.  

    your total monthly insurance payment, including your monthly premium and Insurance Premium Tax (IPT) at the prevailing rate

  4.  

    the excess you will need to pay for each successful claim

  5.  

    how to contact us if you need to claim

  6.  

    your IMEI number (this is your unique identifying number for your insured device)

  7.  

    details of the other non-insurance benefits that are included with your 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 ten working days:

  1.  

    call 150 from your EE phone

  2.  

    or call 07953 966 250 from any other phone

Below you'll find some key information relating to Full Cover and Damage Cover. You can find the complete information within Terms and Conditions.

What is covered by my insurance?

What is covered by my insurance?

Full Cover includes:

  1.  

    worldwide cover against loss, theft and accidental damage

  2.  

    next-day refurbished replacement service, with SIM

  3.  

    cover for in-box, manufacturer-provided charging accessories

  4.  

    Faulty Device replacement (valid for the first two years of a device’s life. Apple device faults must be referred to Apple within the first 12 months, not available to SIM Only customers)

  5.  

    multi-policy discount: ten per cent off when you choose to protect two or more devices on the same account with EE insurance

  6.  

    loyalty discount: save ten per cent on your total monthly insurance payment if you choose to take insurance again when you upgrade

An excess is payable for each successful claim.

> Find out how much your excess is.

Full Cover has a claim limit of two successful loss/theft claims in a 12-month period, that begins with the first successful claim. There is no limit on the number of successful claims we will accept for accidental damage during the period of cover.

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

Full Cover total monthly insurance payments range from £4.80 to £16.80 per month, depending on the device. The total monthly insurance payment is made up of the monthly premium and Insurance Premium Tax (IPT) at the prevailing rate.

Damage Cover includes:

  1.  

    worldwide cover against accidental damage

  2.  

    next-day refurbished replacement service, with SIM

  3.  

    cover for in-box, manufacturer-provided charging accessories

  4.  

    Faulty Device replacement (valid for the first two years of a device’s life. Apple device faults must be referred to Apple within the first 12 months, not available to SIM Only customers)

  5.  

    multi-policy discount: ten per cent off when you choose to protect two or more devices on the same account with EE insurance

  6.  

    loyalty discount: save ten per cent on your total monthly insurance payment if you choose to take insurance again when you upgrade

An excess is payable for each successful claim. 

> Find out how much your excess is

There is no limit on the number of successful claims we will accept for accidental damage during the period of cover.

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

Damage Cover total monthly insurance payments range from £2.40 to £12.32 per month, depending on the device. The total monthly insurance payment is made up of the monthly premium and Insurance Premium Tax (IPT) at the prevailing rate.

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?

What is not covered by my insurance?

Applies to Full Cover and Damage Cover:

We will not replace your device if it is damaged:

  1.  

    deliberately by you, an authorised user or anyone acting on the instructions of you or an authorised user

  2.  

    while being repaired by someone not authorised by us

  3.  

    by an alteration or modification to any internal parts or to the operating system (such as it being unlocked to operate on another network)

  4.  

    by dents, scratches or other marks that do not stop it working normally

In addition, for Full Cover:

We will not replace your lost/stolen device if:

  1.  

    you or an authorised user knowingly leave it in a place where you can’t see it but others can

  2.  

    you do not report the theft to the police (local police, if abroad) and do not obtain a report or a crime reference number

  3.  

    you or an authorised user knowingly leave it on display in an unattended vehicle

  4.  

    you or an authorised user leave it in an unoccupied building, where the windows are not closed and doors are left unlocked

We will not pay any claim for accessories, other than charging accessories supplied by the manufacturer in the box with your device and that are lost, stolen or accidentally damaged as result of an incident that leads to a successful claim for your device.

> See our full Terms and Conditions 

How long does my insurance last?

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. When you are near the end of the 60-month period, we’ll contact you to let you know.

Your Full Cover or Damage Cover 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 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 take Full Cover or Damage Cover, there is a 14-day cooling off period. We will refund the part of the monthly premium paid, from the date we receive your cancellation instructions.

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.

 
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Last updated: 18/9/2018
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