Keep Talking Insurance
This support page covers Keep Talking Insurance questions such as what you’re covered for, how to make a claim and how to cancel your policy.
We’re no longer selling Vodafone Keep Talking Insurance products. However, if you signed up before the 5 October 2021, you can continue to use Keep Talking products to help cover you against the cost of repairing or replacing your device.
From 5 October 2021 the information in your relevant combined Financial Services Guide (FSG) and Product Disclosure Statement (PDS) dated 2 March 2021 has been updated, but your cover and premium will stay the same.
For information regarding the changes please visit our page, Changes to our Product Disclosure Statements.
What's covered?
In the event your device is damaged you may be covered for*:
- The repair or replacement of a phone or tablet up to the value of $3,000 (incl. GST & less applicable excess).
What's not covered?
Some of the things Vodafone Keep Talking won’t cover you for include*:
- Any intentional act or omission by You or anyone acting on Your behalf to wilfully damage, destroy or misplace the device or SIM Only device.
- Any damage for which the supplier, distributor or manufacturer, are liable in accordance with their standard warranty obligations or under the Australian Consumer Law.
What's covered?
In the event your device is damaged, lost or stolen you may be covered for*:
• The replacement or repair of a phone, tablet or wearable device up to the value of $3,000 (incl GST & less applicable excess).
• Up to $300 (incl GST) towards replacing accessories that are purchased with a device if they are damaged, lost or stolen with the reported claim.
• The reimbursement of up to $500 (incl GST) for unauthorised call or data costs incurred while your device is lost or stolen.
• Up to $300 (incl GST) towards a phone if you need to hire or buy a temporary replacement while you're away overseas.
• Worldwide cover if you have activated global roaming with Vodafone prior to your trip and you are using your usual Vodafone SIM while roaming overseas.
What's not covered?
Some of the things Vodafone Keep Talking Plus won’t cover you for include*:
• Any loss where your device has been left behind in an unknown location or You have misplaced or forgotten its whereabouts.
• Any costs or charges for which the supplier, distributor or manufacturer, are liable in accordance with their standard warranty obligations or under the Australian Consumer Law.
• Theft or damage as a result of an attempted theft of Your Device from any unlocked vehicle, water borne vessel or private residence unless at the time of the theft or attempted theft:
i. You are in the vehicle, vessel or private residence; or
ii. the Device is out of sight and there is clear evidence of forcible and violent entry to the vehicle, vessel or private residence.
• Any data, software or games stored on your device, usual Vodafone SIM, memory card or any other storage device or media used with the device not otherwise expressly covered.
*The above is a limited summary only. All cover is subject to the applicable sum insured other limits and sub-limits and terms, conditions, exclusions and limitations that are not listed in the summary. You should read the relevant Combined FSG and PDS for Vodafone Keep Talking Plus and Vodafone Keep Talking carefully to fully understand the extent of cover provided. This contains general advice only and has been prepared without considering your objectives, financial situation or needs. Cover is subject to the eligibility criteria and terms & conditions contained in the relevant Combined FSG and PDS for Vodafone Keep Talking Plus and Vodafone Keep Talking, which you should read and before you decide whether this insurance product suits your needs. Insurance is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL 241436 (“Hollard”) through its agent Risk Insure Pty Limited ABN 23 090 918 399 AFSL 230163 (“Risk Insure”) acting under a binder. Vodafone Pty Ltd ABN 76 062 954 554 AR 266992 and TPG Telecom Ltd (“Vodafone”) ABN 76 096 304 620 AR 344422 are corporate authorised representatives of Risk Insure and in arranging this insurance act on behalf of Risk Insure and Hollard and not on your behalf.
If you signed up to Keep Talking Insurance online before 15 March 2021 or instore or by telephone before 5 April 2021, read your Combined FSG and PDS here, Keep Talking Plus and Keep Talking.
Target Market Determinations
From 5 October 2021, we’re required to publish a Target Market Determinations for each of our products. Please visit the below links to view the Target Market Determinations for our insurance products.
How to make an insurance claim
It’s easy to make an insurance claim using our online form. Please read the Vodafone Mobile Insurance policy applicable to you as there are specific exclusions and conditions which apply to the cover. Please refer to the combined PDS & FSG Terms and Conditions applicable to you for full details - Keep Talking Insurance and Keep Talking Plus Insurance.
If you signed up to Keep Talking Insurance online before 15 March 2021, or in store/by calling care before 5 April 2021, read your Combined FSG and PDS here, Keep Talking Plus and Keep Talking.
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.
Here are the steps to make a claim
Submit claim
Submit your claim using our online form
Receive email
Our insurance team will send you an email outlining the process for repairs
Device assessed
The damaged device is assessed by a technician
Claim settled
Your claim is settled
Submit claim
Submit your claim using our online form
Claim assessed
Your claim will be assessed by our specialist team
Claim settled
Your claim is settled
Submit claim
Submit your claim using our online form
Receive email
Our insurance team will send you an email outlining the process for repairs
Device assessed
The damaged device is assessed by a technician
Claim settled
Your claim is settled
Submit claim
Submit your claim using our online form
Claim assessed
Your claim will be assessed by our specialist team
Claim settled
Your claim is settled
Make a claim
Make a damage claim
Make a lost or stolen claim
View combined PDS & FSG Terms and Conditions
Vodafone Keep Talking Insurance Policy
Vodafone Keep Talking Plus Insurance Policy
How to cancel your insurance
You can cancel your insurance policy at any time by calling us on 1300 650 410.
Your premium will only be refunded if you cancel your insurance policy within the 14 day cooling off period, provided You have not made a claim or are not entitled to make a claim.
Additional information
1. Your dedicated Case Manager will email you a claim letter.
2. You will need to return this letter signed and with the required information.
3. If your phone is damaged, you may be asked to return the damaged device according to the process outlined in the letter.
4. If your claim is approved, your Case Manager will contact you to collect excess and confirm your delivery address.
5. Your repaired, refurbished or replacement device will be couriered to you within 3-5 business days
The excess depends on the device and circumstances of the claim. Refer to the combined PDS/FSG for Keep Talking and Keep Talking Plus for more details.
No. You won’t be able to make an insurance claim if you have an overdue bill.
Yes, your policy may be cancelled by the insurer in accordance with the Insurance Contracts Act 1984 (Cth).
Your policy will also be cancelled if:
- Your Vodafone plan is cancelled
- You sell the insured phone or tablet to another person
- You exceed the claim limit of your insurance policy
We understand that at times issues may arise and you may have a complaint. If you feel unhappy or not satisfied about any of the insurance processes, please let us know by following the complaints process. We will work with you to try and resolve it with you in a fair and transparent manner.
Stage 1 – Get in Touch
Please contact one of our consultants or email us about your concerns. The Case Manager may be able to resolve the complaint for you. If not, they will refer you to our Internal Dispute Resolution Team.
- Telephone: 1800 371 713
- Email: vhaclaims@riskinsure.com.au
- With the subject line Complaint and your claim number
- Mail: GPO BOX 7087 Hutt Street ADELAIDE SA 5000
The Case Manager will respond to your complaint as soon as possible. If we require more information, e we will aim to get back to you with a decision within 15 business days of receipt of your complaint.
Stage 2 – Internal Dispute Resolution (IDR)
If your complaint cannot be resolved or you are not satisfied with the outcome at Stage 1, you may request the matter be referred to our Internal Dispute Resolution area or you can choose to contact them via the following options:
- Telephone: 1800 371 713
- Email: IDR@riskinsure.com.au
- Mail: IDR GPO BOX 7087 Hutt Street ADELAIDE SA 5000
IDR will treat your complain as a dispute and assign a team member to conduct an independent review of the matter.
IDR will contact you with a decision usually within 15 business days of receiving your dispute but within 45 days of when you first lodged your complaint.
Stage 3 – External Review – Australian Financial Complaints Authority (AFCA)
In the unlikely event that your complaint/dispute has not been resolved to your satisfaction by the Internal Dispute Resolution Team, or your complaint has not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA).
You can contact AFCA at:
- Mail: GPO BOX 3 MELBOURNE VIC 3001
- Telephone: 1800 931 678
- Website: afca.org.au
- Email: info@afca.org.au
Billing queries / complaints
If you have a billing complaint, please give Vodafone customer care a call on 1300 650 410.
Automatic Renewal
Your insurance policy begins on the date your request is accepted or the renewal date shown on your monthly bill (as applicable) and expires at 11.59pm the day before your next renewal date. Once your cover expires, your policy will be automatically renewed for a further month from the renewal date shown on your monthly bill - unless we advise otherwise, your policy has ended or you request to cancel your policy.
Cancel or change your policy
To opt out of the automatic policy renewal, you can cancel your policy at any time by contacting us on 1555 from a Vodafone mobile or 1300 650 410 from any phone.
At each renewal date, check that your policy is right for you and the devices you’ve insured. Contact us if you need to make any changes to your policy.