Phone insurance

Get Vodafone Insurance - and relax

With Vodafone Insurance you don’t need to worry if anything happens to your phone. From just £4.99 a month you get generous cover - plus up to £200 if your accessories are lost, stolen or damaged with your phone.

Vodafone Insurance for phones policy summary
This is a summary of the main features and benefits that apply - please make sure you read the Vodafone Insurance for phones terms and conditions too.

Vodafone Insurance offers next-day replacements on accepted loss and theft claims, plus a courtesy phone where a damaged phone needs to be taken to a retail store to be repaired. This is subject to successful claims being approved by 6pm, Monday-Friday. A three-month minimum initial duration applies.

What’s covered?
- Theft and loss - once your claim’s been approved, we’ll replace your phone by courier within 24 hours (subject to availability)
- Accidental or malicious damage - if we can’t fix your phone, we’ll replace it with a similar one
- Going abroad - enjoy up to 30 days’ cover for every overseas trip
- Accessories - these are covered if they’re damaged, lost or stolen with your phone, up to the value of £200
- Other people - even those borrowing your phone are covered
Get valuable extras as well

On top of this cover, we’ll give you these extra benefits too:
- Courtesy phone - we’ll lend you a phone while we’re fixing yours in-store (subject to availability)
- Call protection - you won’t have to pay for any calls made after you report your phone lost or stolen (up to £1,000 after your claim is approved)
What isn’t covered?
- Any claim within 30 days of the incident date of a previous successful claim
- Loss, theft or damage from an unlocked vehicle
- Loss, theft or damage if your Vodafone SIM isn’t in the phone at the time
- Damage that’s due to a manufacturing problem
- Loss or theft if your phone or accessories are unattended in a public place or known location (including taxis and public transport)
- Theft or attempted theft, loss or damage of your phone and/or accessories – if you don’t report it within seven days of discovery to the insurance team at Vodafone
- Theft or malicious damage if you don’t report it to the police within 48 hours of discovery
- The excess you need to pay towards any claim (this depends on the cost of your phone)

How much does it cost?

The price you’ll pay for Vodafone Insurance depends on the replacement or repair costs of your mobile. Mobiles are banded by cost, where Band 1 is the lowest and Band 4 is the highest. The excess you’ll need to pay if you make a successful claim also varies by price band.

	Band 1	Band 2	Band 3	Band 4
	Monthly cost
What's included?	£4.99	£6.99	£9.99	£12.99
Theft/loss/accidental damage
£200 accessory cover
30 days worldwide cover
Covers any user
Excess	£15	£25	£50	£50
Minimum term	3 months	3 months	3 months	3 months

Making a claim

If your phone is lost or stolen, tell us straight away - we'll stop others using it to make calls. If you discover it's been stolen or maliciously damaged, report it to the police and get a crime number within 48 hours - either in the UK or abroad.

Need to claim?

Whether your phone is lost, stolen or damaged maliciously or accidentally, you need to make your claim by phone within seven days of making the discovery.
In the UK, call 0333 304 3346
When abroad, call +44 7836 191 191
Other things you should know

Vodafone Insurance is an insurance policy provided by ACE European Group Ltd (ACE) that automatically renews each month up to a maximum term of five years. Your premium is paid monthly and a three-month minimum initial duration applies. ACE is authorised and regulated by the Financial Services Authority. You can see full details on the FSA's website or by contacting the FSA on 0845 606 1234*.

If you change your mind

You have 14 days from taking out Vodafone Insurance to cancel your policy without charge, as long as you haven’t made a claim. The period of insurance is one calendar month with a minimum initial duration of three months.
The policy will automatically renew monthly for up to a total of 59 months, unless you give us 30 days’ notice of your intention to cancel. Any premium will not be refunded for the period the policy was valid prior to such a cancellation (see ‘cancelling your policy’ section in the terms and conditions).

Changing your mobile device

If you upgrade or change your mobile device, you’ll need to call 191 free from a Vodafone mobile or 08700 700 191* from any other phone so that we can add your new device to your policy. This is really important as you’ll only be covered for loss or theft of - or malicious or accidental damage to - the device registered with us.

Our complaints procedure

ACE is dedicated to providing a high level of service at all times. If you feel that ACE hasn't offered you the best service possible or you want to make an enquiry about this insurance, please call the insurance administrator, Lifestyle Services Group Limited, on 0333 304 3346. Alternatively, you can write to them at: Vodafone Insurance, Lifestyle Services Group Limited, PO Box 98, Blyth, NE24 9DL.

The administrator will try to resolve your concerns within 24 hours. If this isn't possible they'll acknowledge your complaint within five working days of receipt and respond within eight weeks. If you're still not satisfied, you can approach the Financial Ombudsman Service (FOS). You'll need to contact the FOS within six months of the final response from the Administrator. The FOS contact details are: South Quay, 183 Marsh Wall, London, E14 9SR. You can also call them on 0300 123 9123 or email enquiries@financial-ombudsman.org.uk

Compensation schemes

ACE is a member of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event that ACE cannot meet its obligations. The FSCS will meet 90% of the entire claim without any upper limit. Further details can be obtained from www.fscs.org.uk. You can also write to them at: Financial Services Compensation Scheme, 7th Floor Lloyd's Chambers, Portsoken Street, London, E1 8BN, or call 0207 892 7300

*Vodafone standard call charges apply to calls from a Vodafone mobile to 0870 or 0845 numbers. Please see our call charges. Calls from other networks may vary.