Vodafone
Vodafone Mobile Insurance
 
Making an insurance claim
 
For existing policy holders, there are a few steps you should follow before you lodge your claim for a lost, stolen or damaged device.
 
  Lost or Stolen Damaged Additional Information
STEP 1 For a mobile handset, contact the Insurance Team 1800 371 713 immediately to block your IMEI and SIM.

We should have your IMEI but it can be located on your contract, or the original packaging. If you’ve had your phone swapped under warranty check your warranty documents.
Contact Insurance Team to lodge your claim.

Call 1800 371 713 or alternately complete the Online Claim Form and a Risk Insure dedicated Case Manager will be in touch within 2 business days to progress your claim.

Call the Insurance Team: 1800 371 713 Monday to Friday 09.00am – 06:00pm AEST. Closed on all national public holidays and weekends.

Outside the Insurance Team's business hours contact Vodafone Customer Care 1300 650 410

Alternately complete the Online Claim Form and a Risk Insure dedicated Case Manager will be in touch within 2 business days to progress your claim.

STEP 2 Notify the police of the theft or loss. The Insurance Team will require a Police Reference Number to progress your claim. If your theft or loss is a result of a criminal offence you will require a hard copy police report. Await further instruction from your Case Manager.

You may need to post your device back to us for assessment.

You can do this from any Post Office.

IMPORTANT: Before returning your device for assessment, please remove the SIM and memory cards, accessories like your cover, and make a backup of your personal data, otherwise these may be lost.
For Police in NT, SA, WA, ACT, NSW, TAS, QLD - Call 131 444

VIC - Contact your local Police stations
STEP 3 Contact the Insurance Team to lodge your claim.

Alternatively you can complete the Online Claim Form and a Risk Insure dedicated Case Manager will be in touch within 2 business days to progress your claim.

Once your claim has been approved you will need to pay your excess.

Please note there is an applicable excess to all approved mobile insurance claims. Please refer to your Product Disclosure Statement for your applicable claim excess. The excess will only be collected by your Risk Insure Case Manager once your claim is successfully approved.
CALL 1800 371 713 Monday to Friday 09.00am – 06:00pm AEST. Closed on all national public holidays and weekends.

or

alternately complete the Online Claim Form and a Risk Insure Claims Consultant will be in touch within 2 business days to progress your claim.

STEP 4 Once your claim has been approved you will need to pay your excess.

Please note there is an applicable excess to all approved mobile insurance claims. Please refer to your Product Disclosure Statement for your applicable claim excess. The excess will only be collected by your Risk Insure Case Manager once your claim is successfully approved.
After your device has been repaired or replaced you will receive your device within 5 business days, we will send it back to the address you provide us with. Your excess can be paid using your VISA, Mastercard, BPAY or money order
STEP 5 Once your excess has been paid your replacement device will be couriered to the address you have provided us, within 5 business days.    
 
Important Information
 
1. Please read and understand your applicable Vodafone Mobile Insurance policy as there are specific exclusions and conditions which apply to the cover. Please refer to your applicable combined PDS & FSG Terms and Conditions for full details.

Products: Cover Me Insurance - Keep Talking - Keep Talking Plus (to the 18th April 2017) - Keep Talking Plus (from the 19th April 2017)

2. All claims must be reported to Vodafone Customer Care or the Insurance Team as soon as possible after discovery to ensure Your SIM card and device is blocked.
3. When making a claim you must provide all factual incident details. Remember to provide all necessary information at the time of making your claim as it will assist the Vodafone Insurance Team to assess your claim as quickly as possible.
4. All claims have an applicable excess please refer to your applicable PDS/FSG.
5. Any repair or Replacement Device may at our sole discretion be Refurbished or contain refurbished parts.
6. Your Privacy is important to us if you would like to know more please see our Privacy Statement.
7. If your device has not sustained any physical or liquid damage you may be entitled to repair under the Manufacturer's Warranty process. More details can be found at: http://support.vodafone.com.au/articles/FAQ/Vodafone-repair-warranty.
 
Your key contacts:
 
Vodafone Insurance Team.
Call 1800 371 713 – 9am to 6pm AEST Monday to Friday (excluding national public holidays).
 
Vodafone Customer Care.
Call 1555 from a Vodafone mobile or call 1300 650 410.
 
Vodafone Business Customer Care.
Call 135 888.
 
Lodge your claim online.
Visit vhaonlineclaim.aspx.