Excess for all EE Insurance Policies
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 you're not sure which insurance product you have, check your EE account where you can find your:
- confirmation of insurance cover
- policy information
- terms and conditions
- Airtime Plan bill.
Or, you can:
- text COVER to 150
- call 150 from your EE phone
- call 07953 966 250 from any other phone
Full Cover and Damage Cover Customers
Full Cover and Damage Cover includes a number of non-insurance benefits.
Your are entitled to 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 Airtime Plan bill. This service is not available to SIM Only customers, or to Apple customers within the first 12 months of your Airtime Plan contract.
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.
Full Cover and Damage Cover includes a multi-policy discount where you insure more than one device.
Full Cover and Damage Cover with AppleCare Services Customers
Full Cover or Damage Cover with AppleCare Services includes a multi-policy discount where you insure more than one device.
Missed delivery charge
We do not currently pass on charges for missed deliveries to our customers.
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 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.
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 Full Cover and Damage Cover is underwritten by Chubb European Group SE. 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.