Insurance for your phone or tablet
This support article will show you how to make a claim or cancel your insurance policy.
We offer Vodafone Keep Talking and Keep Talking Plus Mobile Insurance to help cover you against the cost of repairing or replacing your device.
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
Here are the steps for a damage 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
Here are the steps for a lost or stolen claim.
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
All lost or stolen 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 are blocked.
Lost or stolen claims will require a police report incident number, in cases of criminal activity a hard copy may be required.
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.