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.

Lodge now

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.

What happens after I lodge a claim?
  1. 1.Your dedicated Case Manager will email you a claim letter.
  2. 2. You will need to return this letter signed and with the required information.
  3. 3. If your phone is damaged, you may be asked to return the damaged device according to the process outlined in the letter.
  4. 4. If your claim is approved, your Case Manager will contact you to collect excess and confirm your delivery address.
  5. 5. Your repaired, refurbished or replacement device will be couriered to you within 3-5 business days.
How much will my excess be?

The excess depends on the device and circumstances of the claim. Refer to the combined PDS/FSG for Keep Talking Plus and Keep Talking Basic for more details.

Can I make an insurance claim if my account is overdue?

No. You won’t be able to make an insurance claim if you have an overdue bill.

Can my policy be cancelled by the insurer?

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
What’s the complaints and dispute process?

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:

 

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 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.