What’s not covered

• Policy excess as shown in the Insurance plans.
• Breakdown and faults.
• Unauthorised network charges (calls, data etc.).
• Where the device has been knowingly put at risk or not taken care of, this includes deliberate damage.
• Cosmetic damage which doesn’t affect the performance of the device e.g. dents and scratches.
• Accessories.
• Loss and theft claims without a valid PULSE ID number.
• More than 2 claims within a 12 month period.

Other information you should know

• All policies have a minimum period of 3 months from the date of purchase.
• You must be at least 18 years of age at the time you purchased this insurance and have a Vodafone airtime contract in place throughout the duration of this policy.
• You can make up to two successful claims in any 12 month period. If two successful claims are made in any continuous 12 month period, the policy will be cancelled.
• Replacement devices may come from refurbished stock.
• We cannot guarantee to replace your device with one of the same colour or replace any limited or special edition mobile devices.
• If we cannot replace your device with one of the same make and model, we will contact you to discuss alternatives with similar specifications.
• We can only send replacements or repaired items to an Irish address.
• For successful claims your excess will be added to your next airtime bill.

Vodafone Insurance is underwritten by Assurant Europe Insurance N.V., with registered address at Paasheuvelweg 1, 1105 BE Amsterdam, The Netherlands, registered in the trade register of the Dutch Chamber of Commerce under number 72959320 and registered with the Dutch supervisor, De Nederlandsche Bank N.V. (Dutch Central Bank) under number R161237, operating in The Republic of Ireland under the regime of Freedom of Services, registered with the Central Bank of Ireland.

Make a Claim

When submitting a claim for your device, please make sure you review the requirements below. Once your claim has been accepted, we will aim to have a replacement device to you within 2 working days.

Actions you will need to take on the loss or theft of your mobile device;

• Tell Vodafone as soon as you can – It is important to block your device and SIM card with Vodafone as soon as possible to avoid any unauthorised network charges (calls, data etc.). You can do this by calling 1907 from a Vodafone mobile or 0818 22 55 88 from any other phone.
• Tell the Gardaí or local police authority about any stolen mobile device as soon as you can and obtain a reference number - We will ask you to provide the reference number before we will pay any claim for theft. If you have difficulty reporting your incident to the Gardaí, please contact us and we can provide advice on what to do.
• Report any loss or theft to the place you believe your mobile device has been lost or stolen from - Often mobile devices are handed in to the place they were found at. We expect you to report the loss or theft of your mobile device to the place you think it was lost or stolen from or is most likely to be handed back to. We may ask you to provide the details of where your handset was lost or stolen from and actions you have taken to try to recover it.

Step One – Log your claim online or alternatively call us on 0818 92 77 11.

Step Two - You will be guided through a simple claim process and advised what information you will need to provide for us to assess your claim. You may be asked to complete a claim form or provide additional information in order to progress your claim. Failure to do so may result in your claim being delayed.

Step Three  - The excess will be added to your Vodafone bill.

Step Four – We will either repair your mobile device or send you a replacement.  In the event of your mobile device being lost or stolen we will blacklist the mobile device to prevent it from being used.

Notice for security locked devices

Apple devices – Customers who have installed iOS 7 or later and enabled the Find my iPhone option, need to disable this feature (Damage claims only).

Android devices – Customers who have Google activation lock on their devices, need to disable this feature (Damage claims only).

We will not be able to send a replacement device until we have been able to confirm that any locking mechanism has been removed (e.g. Find my iPhone). If you have any problems disabling the locking mechanism from your device then please call 0818 92 77 11.