Insurance excess and charges
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 take Full Cover or Damage Cover there is a 14 day cooling off period. 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.
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 re-purchase 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. You can upgrade here.
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 insurance is underwritten by Allianz Insurance plc. Breakdown and all other features of Full Cover and Damage Cover will be provided by EE.
Terms and conditions
You can find the full terms and conditions for your policy here.
- Excess for Full Cover and Damage Cover
Like 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, Tablet Care or Orange 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.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, or call us on 150 from your EE phone, or 07953 966 250 from any other phone.
- Excess for Clone Phone Fully Loaded and Tablet Care
Like 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.
Clone Phone Fully Loaded £6
Clone Phone Fully Loaded £8
Clone Phone Fully Loaded £10
Clone Phone Fully Loaded £14
Tablet Care £15
- Excess for Orange Care
Like with most insurance policies, you will be charged an excess for each successful claim you make. If you have Orange Care the excess amount you pay is based on the cost of your Orange Care policy. The excess will be added to your Airtime Plan bill for the next month. To check the cost of your Orange Care policy please refer to your latest bill.
Please note Orange Care is not open to new connections.
Orange Care £5
Orange Care £6
Orange Care £7.99
Orange Care £12
Orange Care £15
- 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 has 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
We do not currently pass on any charges to our customers for missed deliveries. If you have missed your insurance replacement delivery, find out how to re-arrange it.
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.
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, Tablet Care and Orange Care will be provided by EE.
- I want to 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, please call 150 from your EE phone, or 07953 966 250 from any other phone. Alternatively, you can write to:
Customer Relations, EE Care Services, PO Box 374, Southampton SO30 2PT
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 so 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.
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 023 4567 / 0300 123 9123
Using our complaints procedure or contacting the FOS 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.
Visit ec.europa.eu/odr to access the Online Dispute Resolution Service. Please quote our e-mail address: CustomerResolutionTeam@eecareservices.co.uk.
Alternatively, you can contact the Financial Ombudsman Service directly.