How do I buy, upgrade, cancel or make a complaint about my insurance?

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. If you are upgrading online, make sure you select insurance when you're on the ‘checkout’ page.

You can cancel your insurance within 14 days of recieving your policy documents and receive a full refund, unless you have made a successful claim. Please refer to the 'General Conditions' section within your insurance terms and conditions for full details of your insurance terms and conditions for full details of your cancellation rights, which are available through your My EE account.

You can cancel your insurance by:

Please make sure you include the mobile number your insurance policy relates to.

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.