topic Pre-Purchase Question: Insurance Phones in Contracts & Billing

Pre-Purchase Question: Insurance Phones

Pengod — Wed, 07 May 2025 10:46:45 GMT

Hey,

I'm currently with another provider, but want to get a new phone with insurance. Before I purchase anything, I want to double-check how the insurance works if you sent me a faulty phone. With my current network, the experience was horrible, and my gf was without a phone for almost two weeks.

Basic question: If you sent my a phone that doesn't work with the insurance, do I get a new one the next day?

Re: Pre-Purchase Question: Insurance Phones

Northerner — Wed, 07 May 2025 11:00:32 GMT

Hi @Pengod

Please read the terms and conditions.

https://ee.co.uk/help/terms-and-conditions/insurance-warranty/full-cover-and-damage-cover

When you say "sent" are you refering to the new device at the point of sale or the replacement at the time of claim. Understandably your claim will be considered and therefore there are no guarantees.

Re: Pre-Purchase Question: Insurance Phones

Pengod — Wed, 07 May 2025 11:02:59 GMT

Hey @Northerner

Appreciate that, but meant more - will I have to wait two weeks to get a replacement on that? That's the current experience I've had on the other network, which is nuts.

Re: Pre-Purchase Question: Insurance Phones

Northerner — Wed, 07 May 2025 11:08:39 GMT

Hi @Pengod

Again there is no guarantees as it depends on the claim , device etc. the terms and conditions are there to view and should you be unhappy with any aspects of your claim process you can complain as detailed within the T&C.

Ideally the insurance is a safety net and wouldn't need to use it.

Thanks

Re: Pre-Purchase Question: Insurance Phones

Pengod — Wed, 07 May 2025 12:08:12 GMT

Thanks @Northerner

That's clear

Re: Pre-Purchase Question: Insurance Phones

XRaySpeX — Wed, 07 May 2025 13:24:56 GMT

@Pengod : Insurance doesn't come into it if the phone you buy from EE is faulty upon receipt. That's just normal replacement of faulty goods.

Re: Pre-Purchase Question: Insurance Phones

Pengod — Wed, 07 May 2025 13:22:42 GMT

I'm aware. I meant if you make a claim, and the phone they sent you is faulty 🙂