Orlando Harmon
Telstra offers a service called Upgrade & Protect, which is a mix between phone insurance and an early upgrade path. It costs $15 per month and allows customers to upgrade their phones during their repayment period for eligible devices. The longer you wait to break your phone, the worse value Upgrade & Protect becomes. If you have an Upfront Mobile Plan, you can use the My Telstra app to book a screen replacement or upgrade your old or damaged device. Previously, Telstra offered StayConnected Advanced for device insurance, but that was retired in July 2020 and is no longer available to new customers.
| Characteristics | Values |
|---|---|
| Name of the insurance program | StayConnected Advanced |
| Availability | No longer available for new customers since 1 July 2020 |
| Alternative | Upgrade & Protect |
| Cost of Upgrade & Protect | $15 per month |
| Cost of upgrade in the first 6-12 months | $99 |
| Cost of upgrade in the last 6 months | $0 |
| Excess fee for a damaged device | $249 |
| Cancellation | Can be cancelled at any time |
| Screen repair | Available for eligible devices |
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What You'll Learn
Telstra's Upgrade & Protect insurance alternative
Telstra's Upgrade & Protect is a $15 per month add-on that is a mix of phone insurance and an early upgrade path. If you break your device, you can upgrade to another for a fee. However, it is not a good deal for everyone. Here are some alternatives to Telstra's Upgrade & Protect:
- AppleCare+: AppleCare+ pricing changes depending on the phone. It will cost you $199 for an iPhone 11 or $269 for an iPhone 11 Pro. Unless you break your phone very early on, Upgrade & Protect is worse value than paying for AppleCare+ with an iPhone.
- Samsung screen replacement: Samsung may charge you $399 for a Galaxy S20 Ultra screen repair, but that drops to $275 for a Galaxy A51. Unless you break your phone very early on, Upgrade & Protect is worse value than paying Samsung for a screen replacement.
- StayConnected Advanced: This program is for customers taking up an eligible Telstra business post-paid mobile or data plan. It is no longer available for new consumer customers.
If you are looking for an alternative to Telstra's Upgrade & Protect, consider the options above and choose the one that best fits your needs and budget.
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StayConnected Advanced for Business
Telstra offers an after-sales service for mobile phones and tablets called StayConnected Advanced for Business. This service includes an exchange, replacement, and repair program.
To be eligible for StayConnected Advanced for Business, you must purchase a new mobile device from Telstra or a Telstra dealer and register it in the StayConnected Advanced Program on the same day as the purchase. The device must be in full working order and registered with a Telstra-supplied SIM activated on the Telstra Mobile network or Wi-Fi. Additionally, you must provide a valid email address and any other information reasonably requested by Telstra.
With this service, you can exchange or replace the device registered to your eligible plan twice in every 12-month period. Each device must have its own IMEI number and service number or applicable SIM (for tablets), and each device will incur a separate monthly fee of $15 (including GST) until the service is cancelled.
When you request a screen repair for your registered mobile handset, Telstra may provide you with a loan device and accessories. You must return the loan device and accessories within 14 days of receiving your repaired device, using the provided return satchel. If you do not return the loan device on time or it is damaged, disabled, locked, or IMEI blocked, you will be charged the fair market value of the loan device.
It is important to note that StayConnected Advanced for Business will not be available for purchase by new customers from 11 March 2025.
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Repairing a broken screen
Telstra does not offer phone insurance, but it does have an add-on called Upgrade & Protect, which is a mix between phone insurance and an early upgrade path. If you break your phone, you can pay an "excess" of $249 and upgrade to a new phone on a 24-month plan. However, Telstra will not repair your phone, and you will have to sign up for a new plan.
If you have a broken phone screen, there are a few options for repairing it. Here are some steps you can take:
- Check if your phone is still under warranty. Most phones come with a limited warranty that may cover screen repairs. Contact the manufacturer or retailer to see if your phone is eligible for a free or discounted repair.
- Consider using a third-party repair service. Companies like Best Buy, Asurion, and Verizon offer screen repair services for a variety of smartphone models. These services may be more affordable than upgrading to a new phone, and some even offer same-day repairs.
- Protect your phone from future damage by investing in a protective case and a screen protector. These accessories can help reduce the impact of drops and protect your phone from scrapes and daily wear and tear.
- If you have an iPhone, you can take advantage of AppleCare+, which offers extended repair coverage and software support. This includes cracked screen repair and other hardware issues.
- For Samsung phones, screen repair costs can vary depending on the model. It may be more cost-effective to pay for a screen replacement directly through Samsung rather than upgrading to a new phone.
Remember to research and compare prices, warranties, and repair options before making a decision. Additionally, consider backing up your data and removing personal information before sending your phone for repair.
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Returning a registered device
If you have a registered device with Telstra, there are a few things to keep in mind when it comes to returning it. Firstly, it's important to note that you must remove the SIM card and any personal or confidential data from your device before returning it. This includes devices on loan from Telstra. You should also reset your device to factory settings and disable all activation or device locking features.
If you have a device on loan from Telstra, such as a loan phone while your registered device is being repaired, you must return it within 14 days of receiving your repaired device. This can be done using the return satchel provided. If you don't return the device on time or it is damaged, disabled, locked, or IMEI blocked, you will be charged the fair market value of the loan device. A fee will also be payable if the loan device case is damaged or not returned.
For customers in Western Australia and some regional areas, there is a grace period of up to 19 days to return the loan device.
If you are returning a registered device that you own, such as under the StayConnected Advanced program, there are a few additional considerations. Firstly, you must agree to return your registered device if it is in your possession at the time of lodging a service request. Additionally, you must ensure any prior exchange or replacement requests have been completed, including the return of any previous registered devices or payment of applicable fees. You must also not have sold your registered device or used it in any way that would prevent ownership transfer to Telstra.
If you return a registered device that is disabled, IMEI blocked, locked to a non-Telstra network, or security locked, Telstra may cancel your service request. If a replacement device has already been provided to you, you must return it within 14 days, or you may be charged a fee equal to the fair market value of the replacement device plus any shipping costs.
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Making a complaint
Telstra offers a service called Upgrade & Protect, which is a mix between phone insurance and an early upgrade path. For $15 per month, you can return your phone or tablet to Telstra and upgrade to another device, regardless of its condition. However, you will need to commit to buying a new device on a 24-month term. If you have had your phone for more than 12 months but less than 24, you can upgrade to a new device for free, provided it is in good working order.
If you have a complaint about the Upgrade & Protect service, Telstra offers several options for making a complaint. Here are the steps you can take:
- Contact Telstra directly: You can reach out to Telstra directly to make a complaint. The fastest way to do this is by using the My Telstra app, which is available Monday to Friday from 9 am to 8 pm and on weekends from 9 am to 6 pm. You can also fill out the "Make a complaint" form on their website. Once you submit your complaint, Telstra will acknowledge it within one business day and assign a case manager to handle your case. They aim to resolve complaints within 10 business days.
- Contact the Telecommunications Industry Ombudsman: If you are not satisfied with Telstra's response or would like an independent investigation, you can contact the Telecommunications Industry Ombudsman. You can reach them by phone at 1800 062 058 or visit their website at tio.com.au/about-us/contact-us.
- Contact the Financial Ombudsman Service: If you signed up for StayConnected on or before November 24, 2014, you can also reach out to the Financial Ombudsman Service by phone at 1300 780 808.
When making a complaint, it is helpful to provide as much information as possible, such as your billing account number or complaint reference number, error messages, speed tests, and details about how the issue has impacted you. Telstra offers assistance in various languages, so you can also request to speak with a customer service representative in your preferred language.
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Frequently asked questions
Telstra does not have mobile phone insurance per se, but it does offer Upgrade & Protect, which is a mix between phone insurance and an early upgrade path.
Telstra Upgrade & Protect is a $15 per month add-on that lets you return your phone or tablet to Telstra and upgrade at any time, regardless of the condition it's in.
If you break your device, you can upgrade to another for a fee. All further handset repayments are waived, but you'll need to immediately commit to buying a new device on a 24-month term.
You can add on Upgrade & Protect at the same time that you purchase your device. You can cancel it at any time.
Telstra used to offer Stay Connected Advanced for device insurance, but that was retired in July 2020 and is no longer available to new customers.
