What excess and charges apply to my insurance policy?

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Key terms

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 total monthly insurance payment paid onto your next Airtime Plan bill, from the date we receive your cancellation instructions.

If you cancel within 14 days of receiving your policy documents you will receive a full refund, unless you have made a successful claim. After the 14 day period, we will refund the part of the monthly premium paid onto your next Airtime Plan bill, from the date we receive your cancellation instructions.

Full Cover or Damage Cover will continue for a maximum period of 60 months (five years), unless you cancel your insurance or contract, or upgrade your contract. If you upgrade your contract you will need to repurchase insurance if you wish to insure your new device. When you are near the end of the 60-month period, we’ll contact you to let you know.

Insurance is not automatically added when you upgrade with EE, so if you would like to keep your new device on your new plan protected, make sure you let our agent know over the phone or in store. Or if you are upgrading online, make sure you select insurance in the basket. 

Want to upgrade your phone?

> Start your upgrade journey online 

Total monthly insurance payments are exempt from VAT but are subject to Insurance Premium Tax at the current rate. You’ll be told the total monthly insurance payment amount before you buy it, and it will be detailed on the Confirmation of Your Insurance Cover letter in your welcome pack. All taxes are included in the displayed prices.

Our Underwriter

Our insurance is underwritten and administered by Chubb European Group SE. Breakdown and all other features of Full Cover and Damage Cover will be provided by EE.

Terms and conditions

> View the full terms and conditions for your policy

Excess for Full Cover and Damage Cover

Excess for Full Cover and Damage Cover

As with most insurance policies, if you make a successful claim you’ll be charged an excess as a contribution towards the cost of the replacement device. For Full Cover and Damage Cover, the amount depends on which band your device falls into on the date you purchased insurance.

To ensure we continue to offer all our customers the best possible cover and service we regularly review excess amounts. If we make a change to your excess, we will give you 30 days notice.

Find out your excess

Enter your device to see which band you're in and how much your excess will be.

If you are unsure what insurance product you have, check your confirmation of insurance cover, your Airtime Plan bill or the My EE app.

Alternatively, you can:


    text COVER to 150


    call 150 from your EE phone


    or call 07953 966 250 from any other phone

Faulty refurbished replacement fees

Faulty refurbished replacement fees

Full Cover and Damage Cover customers are entitled to a next-day replacement, should your registered device develop a fault. By ‘fault’ we mean the failure of your device due to any permanent mechanical or electrical defect requiring replacement or repair before normal operation can be resumed.

For a £50 (inc. VAT) fee, we will arrange for a courier to visit you to exchange the faulty device for a fully refurbished replacement. This fee will be added to your Airtime Plan bill.

If we have collected and replaced your device, then discover the old device was not faulty (e.g. if it had been damaged) we may charge you for the cost of the replacement device and may remove the EE insurance product from your Airtime Plan.

Extra charges

Extra charges

Missed delivery charge

We do not currently pass on any charges to our customers for missed deliveries.

Missed your insurance replacement delivery?

> Find out how to rearrange delivery

Failed delivery charges where the security features haven't been disabled

If you have an Apple device, you must 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.

Should a device be returned to us with features still active we will contact you by SMS and or call to assist you in removing these features also see ee.co.uk/how-do-i-deactivate-find-my-iphone

However, if the feature is not removed by you, we will charge your EE Airtime bill for the returned device - you will be told the charge amount when we contact you to assist you in removing the feature.

Fraudulent claims

If you have made a fraudulent claim, we will endeavour to recover the device and any costs associated with its recovery. In addition, if you fraudulently provide us with false information, statements or documents, we will record this on anti-fraud databases and may also notify other organisations.

We may choose not to offer cover in the future to you or anyone connected with you if we suspect fraudulent activity on this or any other associated insurance policy.



Next-day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances.

The insurance element of all EE insurance policies are underwritten and administered by Chubb European Group SE.

Chubb European Group SE is authorised and supervised by the French Prudential Supervision and Resolution Authority and authorised and subject to limited regulation by the Financial Conduct Authority. Financial Services Register Number 820988.

Breakdown and all other features of Full Cover and Damage Cover will be provided by EE.

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:

    call 150 from your EE phone


    call 07953 966 250 from any other phone


    or write to:

    EE Insurance Team
    PO Box 5568
    M61 0TG

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:


    website: financial-ombudsman.org.uk


    phone: 0800 023 4567 / 0300 123 9123


    email: complaint.info@financial-ombudsman.org.uk


    post: Financial Ombudsman Service
             Exchange Tower
             E14 9SR

Using our complaints procedure or contacting the Financial Ombudsman Service does not affect your legal rights.

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Last updated: 20/3/2020
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How will my insurance replacement device be delivered?
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