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.
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.
Writing to us at: EE Insurance Team
PO Box 5568
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
We’ll collect your damaged device and deliver your replacement at the same time. If your device has been lost or stolen and your claim has been accepted, we’ll arrange for a courier to deliver your replacement.
If your claim is successful, you’ll be charged an excess as a contribution towards the cost of the replacement device. The amount depends on which band your device falls into on the date you purchased insurance.