Insurance excess and charges

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 your claim is accepted.

If you have Clone Phone Fully Loaded or Tablet Care, the amount you pay is based on the cost of the policy. To check the cost of your policy, please refer to your latest bill. The excess will be added to your Airtime Plan bill for the next month.

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.

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:

As with most insurance policies, you will be charged an excess for each successful claim you make. If you have Clone Phone Fully Loaded or Tablet Care the excess amount you pay is based on the cost of the policy. The excess will be added to your Airtime Plan bill for the next month. To check the cost of your Clone Phone Fully Loaded policy please refer to your latest bill.

Please note: Clone Phone Fully Loaded and Tablet Care are not open to new connections.

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.

Missed delivery charge

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

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 by Allianz Insurance plc.

Allianz Insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register No. 121849. Subject to terms and conditions.

Breakdown and all other features of Full Cover, Damage Cover, Clone Phone Fully Loaded and Tablet Care will be provided by EE.

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.

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.

Alternatively, you can contact the Financial Ombudsman Service directly.