HOW DO I BUY, UPGRADE OR CANCEL MY INSURANCE?

How do I buy insurance?

Losing or breaking your device feels like the end of the world, we know. There’s the cost and the hassle and of course no phone. But with Full Cover, we’ve got your back.

If your device is lost, stolen, accidentally damaged or breaks down, you could get a refurbished replacement the next day.

To find out more about our insurance products:

We can’t offer insurance on any device that’s already lost, stolen or damaged.

Can I keep my insurance when I upgrade?

Insurance isn’t automatically carried over when you upgrade with EE. If you’d like to insure your new device on your new plan, let us know over the phone or in store. If you’re upgrading online, make sure you select insurance when you’re on the checkout page.

Want to upgrade your phone? Upgrade here online

How do I cancel my insurance?

You can cancel your insurance within 14 days of receiving your policy documents and receive a full refund unless you have made a successful claim. After the 14 day period, you can cancel your insurance from the next bill date whether you have made a successful claim that month or not, providing you give us a minimum of one day’s notice. If you do not provide us with at least one day’s notice your insurance will be cancelled from the following month’s bill date. To view your next bill date, just log in to My EE or use the My EE app.

You can cancel your insurance by:

  • Calling 150 from your EE phone
  • Calling 07953 966 250 from any other phone
  • Writing to us at:
    EE Insurance Team
    PO Box 5568
    Manchester
    M61 0TG

Please make sure you include the mobile number your insurance policy relates to.

Making a complaint about insurance

We aim to get it right first time, every time. If you have a complaint, we’ll try to resolve it straight away. If we can’t we’ll confirm we’ve received your complaint within five working days and do our best to resolve the problem within four weeks. If this isn’t possible, then we’ll let you know when you expect an answer

If we haven’t resolved the situation within eight weeks we’ll give 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. You can also write to us at:

EE Insurance Team
PO Box 5568
Manchester
M61 0TG

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 don’t refer your complaint in time, the Ombudsman won’t have our permission to consider your complaint and will only be able to do so in very limited circumstances. Like if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Here’s how you can contact the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: financial-ombudsman.org.uk
Telephone: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Using our complaints procedure or contacting the FOS doesn’t affect your legal rights.

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