Orlando Harmon
EE offers a range of insurance options for its customers, including Full Cover, Damage Cover, and AppleCare Services. To check if you have EE insurance, you can refer to your account information or contact EE customer support. Understanding your insurance coverage is essential, as it provides valuable protection for your device in case of damage, loss, or theft. EE's insurance policies include various benefits, such as next-day replacement services and repairs, ensuring that you can get back to using your device promptly. It's important to be aware of any excess charges and the terms and conditions of your specific insurance plan. Additionally, EE provides clear guidelines on making changes to your insurance products, such as upgrading or cancelling your policy, and outlines the steps to take if you need to make an insurance claim.
| Characteristics | Values |
|---|---|
| Insurance Types | Full Cover, Damage Cover, Full Cover with AppleCare Services |
| Insurance Provider | Chubb European Group SE |
| Additional Benefits | Provided by EE |
| Fraudulent Claims | Device recovery, cost recovery, and recording on anti-fraud databases |
| Complaints | Addressed via EE's complaints procedure or the Financial Ombudsman Service |
| Claim Requirements | IMEI number, Crime Reference Number (CRN) for theft, police report for theft abroad |
| Claim Process | Confirmation, repair booking, replacement device and SIM delivery |
| Replacement Device Warranty | Remaining manufacturer's warranty or 30-day EE warranty, whichever is longer |
| Old Device Handling | Data erasure, repair to specifications, or recycling |
| Insurance Changes | Buying, upgrading, or cancelling options available |
| Excess and Charges | Applicable to repairing or replacing devices |
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What You'll Learn
Understanding Full Cover and Damage Cover
To check if you have EE insurance, you can refer to your Service Plan bill, download or open the EE App, or text COVER to 150 for free from your EE phone. This will tell you which insurance plan you have.
Full Cover and Damage Cover are insurance plans offered by EE for mobile devices, watches, tablets, and laptops purchased from them. The insurance element is underwritten by Chubb European Group SE, while the breakdown and all other features are provided by EE. This insurance plan offers worldwide cover and protection for your device in case of loss, theft, or damage.
Full Cover and Damage Cover continue for a maximum of 60 months (five years) unless you cancel your insurance, contract, or upgrade your contract. If you upgrade your contract, you will need to repurchase insurance for your new device. There is a limit of two successful loss or theft claims in a 12-month period, but there is no limit on the number of damage claims as long as the insurance remains on your account.
In the event of a successful claim, EE will send you a confirmation and a link to book a repair at an Apple Store, Apple Authorised Service Provider, or selected EE stores. If your device has been lost or stolen, they will arrange for a courier to deliver a replacement device and SIM. The confirmation will also include information about any excess charges you need to pay, which depend on the band your device falls into on the date you purchased the insurance.
It is important to keep your Welcome Pack, which contains essential information if you need to make a claim, and to refer to your policy documents for full terms and conditions.
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Insurance excess and charges
If your EE insurance claim is successful, you will be charged an excess fee to cover the cost of repairing or replacing your device. The amount of the excess fee depends on which band your device falls into on the date you purchased the insurance. EE reviews excess amounts regularly and will give you 30 days' notice if there are any changes to your excess.
If your device has screen-only damage, you may be eligible for a discounted repair with an excess fee of £25. Warranty claims are not subject to an excess fee. You can check your cover details on EE online or on the EE app.
If you have an Apple device, make sure to unlink your iCloud account and deactivate Find My iPhone. Otherwise, you may be charged for the market replacement cost of the device on your next EE bill.
If you have made a fraudulent claim, EE will attempt to recover the device and any associated costs. Providing false information, statements, or documents will be recorded on anti-fraud databases, and EE may notify other organizations. Additionally, EE may choose not to offer cover in the future to you or anyone connected with you if fraudulent activity is suspected on the current or any other associated insurance policy.
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Making a claim
To make a claim on your EE insurance, you must first check that the device you are claiming for is insured on your policy. You can do this by checking your My EE account, your welcome pack, or speaking to an advisor. You will only be able to claim on a device that is insured.
Next, make sure you have your IMEI number to hand. You can find your IMEI by dialling *#06# into your device, checking the device settings, or looking on the back of the device, on the SIM card tray, or on the original box. If you cannot find your IMEI number, call 150 from your EE phone or 07953 966 250 from any other line.
If your device was stolen, you will need a Crime Reference Number (CRN). If the theft happened abroad, you will need to report it to the local police as soon as possible to limit any potential unauthorised use, which is not covered by EE. Full Cover and Full Cover with AppleCare Services customers have a claim limit of two successful loss or theft claims in a 12-month period, starting from the first successful claim. There is no limit to the number of damage claims you can make, as long as the insurance remains on your account.
Once you have all the necessary information, you can make your claim. If your claim is successful and your device can be repaired, EE will send you a confirmation with a link where you can book a repair at an Apple Store or Apple Authorised Service Provider, including selected EE stores. If your claim is for a lost or stolen device, EE will arrange for a courier to deliver your replacement.
When the courier arrives, you must be ready with your damaged device. They cannot wait for you to prepare it for the swap, and once they have left the address, they cannot return for any reason. To prepare your device for the swap, you must remove your SIM card and any external memory cards, as you will need these for your replacement device. You should also remove any accessories, such as cases or screen protectors, as the courier will not accept the device if it has any accessories attached. It is also recommended that you back up any contacts and other personal data before the courier arrives and, if possible, restore the device to its factory settings to protect your personal information.
If your device is recovered by you or the police after you have made a claim, it becomes the property of the insurer, and you will need to return it to EE. Your replacement device will be of the same or similar specification but may be a different make, model, or colour, and may have an alternative operating system. Your replacement device will come with either the remaining period of the manufacturer's warranty from your original device or a 30-day warranty from EE, whichever is longer.
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$8.84 $10.06
Buying, upgrading, or cancelling
EE offers various insurance products and services to its customers. If you're looking to purchase insurance for your device, you can do so by contacting an EE agent over the phone or in-store, or by selecting insurance during the online checkout process when upgrading your device.
It's important to note that insurance is not automatically carried over when you upgrade your device with EE. So, if you want to insure your new device, be sure to specifically request insurance when upgrading.
If you need to cancel your insurance, you can do so within 14 days of receiving your policy documents and receive a full refund, provided you haven't made any successful claims. You can refer to the 'General Conditions' section within your insurance terms and conditions for full details of your cancellation rights, accessible through your EE account.
EE offers Full Cover and Damage Cover insurance options. The insurance element of these coverages is underwritten by Chubb European Group SE, and additional benefits are provided directly by EE. You can learn more about the insurance excess and charges for these coverages, as well as any associated AppleCare Services, on the EE website.
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Fraudulent claims
EE takes fraudulent claims very seriously and has outlined the consequences of making such claims on its website. If a customer makes a fraudulent claim, EE will attempt to recover the device and any costs associated with its recovery. Additionally, if a customer provides false information, statements, or documents, EE will record this on anti-fraud databases and may notify other organizations. EE reserves the right to refuse coverage in the future to anyone connected with a policy if they suspect fraudulent activity.
To avoid any issues with insurance claims, EE customers should follow the proper procedures for making a claim. EE offers a simple claims process with a next-day refurbished replacement service. Customers can claim for a damaged device online or by calling 150 from their EE phone or 07953 966 250 from any other phone. It is important to note that claims cannot be processed in-store. When making a claim, customers should have their IMEI number ready, which can be found by dialling *#06# into their device, checking the device settings, or looking on the back of the device, the SIM card tray, or the original box.
If a device is stolen, customers will need a Crime Reference Number (CRN) and may need to report it to the local police if the theft occurred abroad. Full Cover and Full Cover with AppleCare Services customers are limited to two successful loss or theft claims in a 12-month period, starting from the first successful claim. There is no limit on the number of damage claims that can be made as long as the insurance remains on the customer's account.
Once a claim is successful, EE will send a confirmation with a link to book a repair at an Apple Store or Apple Authorized Service Provider, including selected EE stores. After the repair is complete, customers will receive their replacement device and a replacement SIM. If a lost or stolen device is recovered, it becomes the property of the insurer, and the customer must return it to EE. The replacement device will have the same or similar specifications but may differ in make, model, colour, and operating system.
It is important to note that EE may charge customers if they are not available at the agreed time for delivery or if their damaged device is not ready for collection. Additionally, customers with Apple devices who do not unlink their iCloud account or deactivate Find My may see a charge on their EE bill.
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Frequently asked questions
You can check if you have EE insurance by dialling *#06# into your device, checking the settings of the device, or looking on the back of the device, on the SIM card tray, or on the original box.
EE's insurance includes Full Cover and Damage Cover. There is also the option to add AppleCare Services to your plan.
To make a claim, you will need your IMEI number, which you can find by dialling *#06# into your device, checking the settings, or looking on the back of the device, the SIM card tray, or the original box. If your device was stolen, you will also need a Crime Reference Number (CRN).
Yes, you can cancel your EE insurance by following the instructions on their website.
