topic Re: Replacement query in Archived Posts

Replacement query

shaunysaurus — Mon, 24 Aug 2020 16:49:24 GMT

APologies if this is in the wrong place, but I've got a query.

I'm on the annual upgrade scheme and am waiting for the Fold 2 to become available. I've suddenly thought I might need insurance on my current phone in case of damage between now and the Fold 2 being released.

If my phone did get damaged and had to be replaced, how would this lie with EE as I wouldn't have the original handset to return?

Hopefully, this will be a moot point, but I'm one of lifes worriers!

Re: Replacement query

Alex_S — Mon, 24 Aug 2020 16:58:42 GMT

Hi @shaunysaurus,

Welcome to the community 🙂

EE offer insurance to cover the current handset on your account.

If you had your handset replaced through your insurance policy and then returned it with your annual upgrade this would be fine. We would be able to check this.

You can speak to our customer care team regarding the insurance we offer and what is available to you.

I hope this helps

Alex 🙂

Re: Replacement query

shaunysaurus — Mon, 24 Aug 2020 17:20:11 GMT

Thanks.

I've already been told they won't cover my phone as its outside 90 days which is why I need to be covered elsewhere.

Re: Replacement query

Alex_S — Mon, 24 Aug 2020 17:33:47 GMT

Hi @shaunysaurus

The phone you return to us must be the same phone you got from us with your plan or an insurance replacement where you have made a successful insurance claim for that phone.

It must be the same make, model, size and colour variant that was supplied to you by EE and in working condition in line with the annual upgrade terms but it can be a replacement if an insurance claim is made.

Alex 🙂