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 can offer you Full Cover or Damage Cover within 90 days of you upgrading or taking your new line.
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.
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 by:
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.
You can cancel your insurance within 14 days of receiving your policy documents and receive a full refund, unless you have made a successful claim. After the 14 day period, we refund the part of the monthly premium paid on 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.
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.
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