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 to 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. You can find out how to do this here. Sometimes this can be switched back on, or re-linked if you set up your device again. You can log into your iCloud account on another device or a computer to double check that it isn’t re-linked. You can find out how to do this here.
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.
Find out additional delivery information or how to track your delivery >
You must be ready with the device for when the courier arrives; they are not able wait for you to prepare it for the swap. If you miss the swap, we may apply a charge to your Service Plan bill. Please check here for 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. Please check here for 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, and then recycled.