Call 150 from your EE phone or 07953 966 250 from any other phone, and we'll do the rest.
We can’t process claims in store, but if you’re struggling to reach us, pop into a store and ask an advisor for help.
If your device is damaged and you have Full Cover or Damage Cover with AppleCare Services, your device may be eligible for repair at an Apple Store or Apple Authorised Service Provider. This will be assessed at the point of claim.
We can process damage claims online and by phone. If your phone has been lost or stolen however, please call us immediately. You need to do this as soon as you can to limit potential unauthorised use which isn’t covered and the amount of time you’re without your device.
If this happens when you’re abroad, we can only replace your device when you return to the UK.
What do I need to make an insurance claim?
Before you make a claim, you need to do the following:
Check the device you’re claiming for is insured on your policy. You can check your My EE account, your welcome pack or speak to an advisor to find out. You’ll only be able to claim on the device you have insured.
Make sure you have your IMEI* number to hand. You can find your IMEI:
o By dialling *#06# into your device – this will display it. o By checking the settings of the device.
o On the back of the device, on the SIM card tray or on the original box.
o Can’t find it? Call 150 from your EE phone or 07953 966 250 from any other line.
If your device was stolen, you’ll need a Crime Reference Number (CRN).
If the theft happened abroad, you’ll need to report it to the local police. Do this as soon as you can to limit any potential unauthorised use, which isn’t covered.
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 that begins with the first successful claim. There’s no claims limit on the number of damage claims you can make, as long as the insurance remains on your account.
What happens after my insurance claim?
After making a damage claim
We’ll collect your damaged device and deliver your replacement at the same time. Please be ready with the damaged device when the courier arrives — they can’t wait for you to prepare it for the swap.
To prepare it, you must remove your SIM card and any external memory cards — you’ll need these for your replacement device. Please also remove any accessories, such as cases or screen protectors; the courier won’t accept the device if it has any accessories attached to it. You should also back up any contacts and other personal data before the courier arrives.
Couriers can’t wait for you to prepare your device, so please do it before they arrive.
Apple devices need to be unlinked from your iCloud account and Find My iPhone turned off.
If your claim is successful and we have identified that your device could potentially be repaired, we will send you a confirmation with a link where you can book a repair at an Apple Store or Apple Authorised Service Provider, which includes selected EE stores. You must have had your claim accepted before going into a store for damage repairs.
If you’ve already made a claim and it has been successful:
Your replacement device will be of the same or similar specification, but it may be a different make, model, colour and/or have an alternative operating system. If you have Full Cover or Damage Cover with AppleCare Services, the replacement device will be similar in functionality and hardware specification. It will come from refurbished stock that has been tested and is fully functional. It will come either with the remaining period of the manufacturer’s warranty from the original device, or with a 30-day warranty from EE – whichever is longer.
Faulty replacement devices
If you find a fault with your replacement device, please call us straight away so we can help resolve the problem. Your replacement device comes with either the remaining period of the manufacturer’s warranty from your original device, or with a 30-day warranty from EE – whichever is longer.
What happens to my old device?
Our technicians will make your old device secure, and erase any information still left on it. We’ll repair it to manufacture specification, or recycle it.
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.