How do I make an insurance claim?

Before you claim, you need to do the following:

We cannot process claims in store, but if you are struggling to reach us, pop in to a store and ask an advisor for help.

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 or theft claims in a 12-month period that begins with the first successful claim. There is no limit to the number of damage claims you can make, as long as the insurance remains on your account.

Your replacement device will be of the same or similar specification, but it may be a different make, model, colour and/or have an alternative operating system. It will come from refurbished stock that has been tested and is fully functional. It will come either with the remaining period of the manufacturer’s warranty from the original device, or with a 30-day warranty from EE – whichever is longer.

You will need to:

You will then be taken through a series of questions to determine if your claim can be accepted.

For damage claims, if your claim is accepted you will need to back up your device, erase all its data and remove any tracking or security apps, such as Find My iPhone. To do this make sure you can access your device settings or if your device is beyond use, you can log in to your iCloud on a tablet or computer. You do not need to do this if you are making a lost or stolen claim.

After making a damage claim

We recommend you back up any contacts and other personal data before the courier arrives, as they won’t be able to wait if your device is not ready to hand over. Once they've left the address, the courier can't return for any reason.

If you have an Apple device, you must also make sure it has been unlinked from your iCloud account and Find My iPhone is turned off. We also recommend you restore the device back to its factory settings. This is to protect your device and personal information.

> Find out how to restore your Apple device to factory settings

Sometimes this can be switched back on, or re-linked if you set up your device again. You can log in to your iCloud account on another device or a computer to double check that it isn’t re-linked.

> Find out how to manage to manage your devices in iCloud settings

You must remove your SIM card and any external memory cards, as you will need these to put into your replacement device. You should also remove accessories, such as cases or screen protectors from your device; the courier will not accept the device if it has any accessories attached to it.

You must be ready with the device for when the courier arrives; they are not able to wait for you to prepare it for the swap. If you miss the swap, we may apply a charge to your Service Plan bill.

> Check the latest charges

If you find a fault with your replacement device, it’s important you give us a call straight away so we can help resolve the problem. Your replacement device will come either with the remaining period of the manufacturer’s warranty from your original device, or with a 30-day warranty from EE – whichever is longer.

After making a lost or stolen claim

Please make sure you are ready to receive your device when your courier arrives. They will also deliver a replacement SIM with your replacement device so you can get back to using it straight away.

If you miss the delivery we may apply a charge. 

> Check the latest charges

If you find a fault with your replacement device, it’s important you give us a call straight away so we can help resolve the problem. Your replacement device will come either with the remaining period of the manufacturer’s warranty from your original device, or with a 30-day warranty from EE – whichever is longer.

If, after you make a claim, you or the police recover your device, it becomes property of the insurer and you will need to return it to EE.

What happens to my old device?

Your old device will be made secure, any information still left on the device will be erased and it will be repaired to manufacture specification, then recycled.

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.