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:
your insurance terms and conditions
your Insurance Product Information Document
your total monthly insurance payment, including your monthly premium and Insurance Premium Tax (IPT) at the prevailing rate
the excess you will need to pay for each successful claim
how to contact us if you need to claim
your IMEI number (this is your unique identifying number for your insured device)
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:
call 150 from your EE phone
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.
worldwide cover against loss, theft and accidental damage
next-day refurbished replacement service, with SIM
cover for in-box, manufacturer-provided charging accessories
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)
multi-policy discount: ten per cent off when you choose to protect two or more devices on the same account with EE insurance
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 £14 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.
worldwide cover against accidental damage
next-day refurbished replacement service, with SIM
cover for in-box, manufacturer-provided charging accessories
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)
multi-policy discount: ten per cent off when you choose to protect two or more devices on the same account with EE insurance
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 £10.08 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 and administered by Chubb European Group SE. 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:
deliberately by you, an authorised user or anyone acting on the instructions of you or an authorised user
while being repaired by someone not authorised by us
by an alteration or modification to any internal parts or to the operating system (such as it being unlocked to operate on another network)
by dents, scratches or other marks that do not stop it working normally
We will not replace your lost/stolen device if:
you or an authorised user knowingly leave it in a place where you can’t see it but others can
you do not report the theft to the police (local police, if abroad) and do not obtain a report or a crime reference number
you or an authorised user knowingly leave it on display in an unattended vehicle
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.
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.
call 150 from your EE phone
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 total monthly insurance payment paid onto your next Airtime Plan bill, from the date we receive your cancellation instructions.
If you cancel within 14 days of receiving your policy documents you will receive a full refund, unless you have made a successful claim. After the 14 day period, we will refund the part of the monthly premium paid onto your next Airtime Plan bill, 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.
call 150 from your EE phone
call 07953 966 250 from any other phone
or write to:
EE Insurance Team
PO Box 5568
Manchester
M61 0TG
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:
website: financial-ombudsman.org.uk
phone: 0800 023 4567 / 0300 123 9123
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.