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:
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:
Below you'll find some key information relating to Full Cover and Damage Cover. You can find the complete information within Terms and Conditions.
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.
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 insurance is underwritten by Allianz Insurance plc. Breakdown and all other features of Full Cover and Damage Cover will be provided by EE.
We will not replace your device if it is damaged:
We will not replace your lost/stolen device if:
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.
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.
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.
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.
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:
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.
Alternatively, you can contact the Financial Ombudsman Service directly.
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Glad to hear it.