How do I buy, upgrade or cancel my insurance?

     
    >
  • Go to section

How do I buy insurance?

How do I buy insurance?

If you are thinking about joining EE, or are already with us and want to take out an additional line, you can opt to protect your new device with Full Cover or Damage Cover when you take out your new plan.

If you have already upgraded or taken a new line but didn’t take insurance, we may still be able to offer you Full Cover or Damage Cover.

To discuss your options:
  1.  

    call 150 from your EE phone

  2.  

    or call 07953 966 250 from any other phone

We are only able to insure devices purchased direct from EE; online, in store or over the phone. We are only able to insure certain devices on SIM only, and there are some devices we are unable to insure. We constantly review which devices are insurable.

We are unable to offer insurance on any device that is already lost, stolen or damaged.

Can I keep my insurance when I upgrade?

Can I keep my insurance when I upgrade?

Insurance is not automatically carried over when you upgrade with EE. If you would like to insure your new device on your new plan, make sure you let our agent know over the phone or in store - we’ll even throw in a 10 per cent loyalty discount to thank you. If you are upgrading online, make sure you select insurance when you're on the ‘checkout’ page.

Want to upgrade your phone?

Start your upgrade journey online

Please note: if you're an Orange or T-Mobile customer, you will only be able to upgrade to an EE plan to protect your new device with either Full Cover or Damage Cover. You will not be able to renew Clone Phone Fully Loaded, Tablet Care or Orange Care.

How do I cancel my insurance?

How do I cancel my insurance?

You can cancel your insurance by:

  1.  

    calling 150 from your EE phone

  2.  

    calling 07953 966 250 from any other phone

  3.  

    or writing to:

    EE Care Services
    PO Box 374
    Southampton
    SO30 2PT

Make sure you include the mobile number shown on your confirmation of insurance cover.

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 on your next Airtime Plan bill, 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 on your next Airtime Plan bill, 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.

 
Give us a call
Give us a call
Call now
150
Free to pay monthly
25p per call on pay as you go
Open
Closed
Mon to Fri
Sat to Sun
Ask the Community
Ask the Community
Ask questions and share tips with other people 24 hours a day
Find a store
Find a store
Something went wrong. Please try again later We cannot identify your location. Please enter your postcode below
Finding you
Open Mon to Sat
Open Sun
Need more help
Last updated: 18/9/2018
Nikki posted this article. Got a comment? Good or bad, we'd be pleased to hear from you.
Was this article helpful?
How can we improve this article?
    >
  • Select a reason
  • The article didn't answer my question
  • The article is too long
  • The article is missing important information
  • The article doesn't make any sense
  • Other
0/600
Thank you.

Glad to hear it.

Thank you.

Glad to hear it.

Insurance excess and charges
Lookout Mobile Security