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.

If we have to send your phone away for repairs we will loan you a phone so you can remain connected*. (subject to availability and does not apply to tablets).

How to make a claim

If your phone or tablet is...	Step 1	Step 2	Step 3
Stolen	Call Vodafone Customer Care immediately on 1300 650 410 to block your phone/tablet and bar your SIM card	You must notify the police to obtain a crime reference number or police report details within 48 hours	Call the Vodafone Cover me Mobile Insurance service team on 1800 808 743 to initiate your claim or click make a claim
Lost	Call Vodafone Customer Care immediately on 1300 650 410 to block your phone/tablet and bar your SIM card	You must notify the police to obtain a crime reference number or police report details within 48 hours	Call the Vodafone Cover me Mobile Insurance service team on 1800 808 743 to initiate your claim or click make a claim
Maliciously damaged	You must notify the police to obtain a crime reference number or police report details within 48 hours	Call the Vodafone Cover me Mobile Insurance service team on 1800 808 743 to initiate your claim or click make a claim
Accidentally damaged	Make a claim online or call the Vodafone Cover me Mobile Insurance Service Team on 1800 808 743 to initiate your claim

Insurance Excesses

Claim checklist

Read and understand the Vodafone Cover me Mobile Insurance policy as there are specific exclusions and conditions which apply to the cover. Please refer to the combined PDS & FSG Terms and Conditions for full details.
All claims must be reported to Vodafone Customer Care as soon as possible after discovery to ensure Your SIM card and device are blocked.
Then make a claim online, and if you have any queries call the Vodafone Cover me Mobile Insurance Service Team on 1800 808 743.

*Notes:

Your account needs to be up-to-date to lodge an Insurance claim.
If claiming for accessories, you must provide proof of purchase. Only accessories purchased at the time of purchase of your phone or tablet are covered.
Please allow 24-48 hours for a lost or stolen claim to be assessed, and 5 business days for damage claims to be assessed. You will be notified of the outcome of your claim by mail.
Loan phones are subject to availability and are offered by Vodafone outside of the Vodafone Cover me Mobile Insurance terms and conditions.

For covered claims:
If it is economically viable for us to repair your mobile device with new or refurbished parts we will attempt to do so. Where we replace your mobile device we will at our option replace it with a refurbished mobile device of similar specification if available or where such a mobile device is not available we will replace it with a new mobile device of similar specification. You will be notified of the outcome of your claim by mail.

Please note:
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 Cover me Mobile Insurance Service Team to assess your claim as quickly as possible.