Insurance billed to your EE airtime bill
This applies if you have insurance for a mobile, watch, tablet, or laptop purchased from EE and billed with your airtime contract for the following products:
- Full Cover or Damage Cover
- Full Cover or Damage Cover with AppleCare Services
Excess
If your claim is successful, you'll be charged an excess as a contribution towards the cost of the repair or replacement of your device. The amount depends on which band your device falls into on the date you bought insurance.
Excess amounts are regularly reviewed. If we make a change to your excess, we will give you 30-days notice.
If your device is a mobile phone with screen only damage, you may be eligible for a discounted repair for an excess of £25.
Check your excess for Full Cover and Damage Cover
Check your excess for Full Cover and Damage Cover with AppleCare Services
Warranty claims under your policy are not subject to an excess.
If you're not sure which insurance product you have:
Need to know
All insurance documents are given in English, and we'll only ever communicate with you in English. If you need a copy of these insurance documents in large print, braille or audio, please call EE Customer Care.
Extra benefits
Full Cover and Damage Cover Customers
Full Cover and Damage Cover includes a number of non-insurance benefits:
- you are entitled to a next-day replacement if your registered device is diagnosed with a fault during the first 24 months of its life
- we will arrange for a courier to visit and exchange the faulty device for a refurbished replacement for a £50 fee. This fee is added to your next mobile bill. This service is not available to SIM Only customers or to Apple customers within the first 12 months of your Airtime Plan.
If we have collected and replaced your device and found the old device is not faulty (eg it has been damaged), we may charge you for the cost of the replacement device and may remove Full Cover or Damage Cover from your Airtime Plan contract.
Insurance paid by recurring card payment (Single Tech Cover)
This applies if you have insurance for tech bought from EE (for example: mobile, watch, laptop, audio, gaming, wearables) as a standalone purchase, and your monthly premium is collected through a recurring card payment for Single Tech Cover products - Full Cover or Damage Cover.
Excess (Single Tech Cover)
If your claim is successful, you'll be charged an excess as a contribution towards the cost of the repair or replacement of your device. The amount depends on which band your device falls into on the date you bought insurance.
Excess amounts are regularly reviewed. If we make a change to your excess, we will give you 30-days notice.
Multi Tech Cover
This applies if you have purchased a Multi Tech insurance product which covers various devices under one policy (see Multi Tech device list below or the insurance terms for details) as a standalone purchase, and your monthly premium is collected through a recurring card payment for Multi Tech Cover products - Full Cover or Damage Cover.
Excess (Multi Tech Cover)
If your claim is successful, you'll be charged an excess as a contribution towards the cost of the repair or replacement of your device. The amount depends on the claim you are making.
Excess amounts are regularly reviewed. If we make a change to your excess, we will give you 30-days notice.
Excess cost
Damage Excess - £75
Warranty claims under your policy are not subject to an excess.
Additional excess for Full Cover
Loss & theft - £100
Loss & theft (all mobiles and laptops) £125
Multi Tech Cover device list
You are not covered:
- for any device purchased for more than £1,500
- if your device is over 5 years old from date of purchase
- for cosmetic dents, scratches, or other marks
- for damage caused on purpose by you or an authorised user
- if the device wasn’t bought new from a VAT-registered UK retailer
- if the device wasn’t bought new or refurbished from a VAT-registered, UK mobile operator or manufacturer
- if the device was bought through an online marketplace or auction site, unless it was directly from the original retailer
- if the device was repaired using non-genuine parts
- if you don’t have a proof of purchase receipt
- if you don’t have a crime reference number for a stolen device (Full Cover only)
- if you left your device in a place where you couldn’t see it but others could (Full Cover Only)
Categories of devices you can have covered:
- Mobile Phones
- Tablets
- Laptops & Netbooks
- Portable Gaming Consoles
- Gaming Consoles including controllers and VR Headsets (Damage only)
- Smart Watches
- Headphones and Earbuds
- E-readers
- Fitness Trackers
- Home security devices such as video doorbells, excluding integrated home security (Damage only)
Subscription-based devices that can only be purchased directly from the manufacturer may be excluded from this policy for reasons beyond our control.
Check which insurance product you have
If you're not sure which insurance product you have:
- check your cover details in EE online, or the EE app
- text COVER to 150
- call 150 from your EE mobile
- call 07953 966 150 from any other phone
Extra charges
Missed delivery charge
We do not currently pass on charges for missed deliveries to our customers. But we might charge you if you’re not available at the agreed time, or if your damaged device isn’t ready to be collected and the courier has to leave. To rearrange delivery, check how to rearrange delivery.
Failed delivery charges where the security features haven't been disabled
If you have an Apple device and don't unlink your iCloud account or deactivate Find My, you may see a charge on your next EE bill. This cost will depend on the market replacement of the device. But we'll tell you the amount of that charge when we contact you.
How to manage your devices in iCloud settings on the Apple Support site
Fraudulent claims
If you have made a fraudulent claim, we will endeavour to recover the device and any costs. 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.
Legals
The insurance element of Full Cover and Damage Cover is underwritten by Chubb European Group SE (UK Branch). See T&Cs for more details. Other benefits of Full Cover and Damage Cover will be provided by EE and further terms apply. For more information visit ee.co.uk/insuranceterms if you are a consumer or ee.co.uk/businessterms if you are a small business customer.