About Orange Care

     
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Welcome to Orange 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 device 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?

Orange 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.

Orange Care monthly premiums range from £5 to £15 per month, dependent on device. The premium is the monthly cost paid for your cover.

Our Underwriter

Our insurance is underwritten by Allianz Insurance plc. Breakdown and all other features of Orange Care will be provided by EE.

What is not covered by my insurance?

What is not covered by my insurance?

Applies to Orange Care:

You will not be covered for:

  1.  

    loss, theft or damage as a result of your mobile 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.  

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

  3.  

    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

  4.  

    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

  5.  

    deliberate damage to your mobile device by you or an authorised user, under the instruction of you or an authorised user

  6.  

    any mobile device not registered with an Orange 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 agents

  7.  

    any claim where the Orange SIM card linked to an Orange 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 agents

  8.  

    any claim where you are unable to provide proof of purchase of a mobile device from us or one of our agents

  9.  

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

  10.  

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

  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 climatic conditions or other deterioration due to normal use or exposure, or where you have failed to follow the manufacturer’s instructions for your mobile device

  14.  

    any software or data installed on your mobile device, such as telephone numbers, ringtones, music, pictures, applications or videos, 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

  16.  

    cosmetic damage whether internal or external unless it impairs your usage of the mobile device

  17.  

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

  18.  

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

  19.  

    any labour or other charges incurred where a fault cannot be found with your mobile device

  20.  

    any costs or damage caused to your mobile device by war, invasion, revolution or any similar event

  21.  

    any claim where your Orange Service Plan is not paid and up to date in accordance with the terms and conditions of the Orange Service Plan agreement

How long does my insurance last?

How long does my insurance last?

Orange 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 Orange 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 Orange 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. Otherwise, you can cancel your Orange 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.

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 email 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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