Making an insurance claim

If you’re an existing Vodafone Keep Talking  or Cover me Mobile Insurance policy holder and need to make a claim for a lost, stolen or damaged device, click the button below

Make a claim


What happens after I lodge a claim?

  1. Once your claim is lodged it’ll be assessed by a dedicated Case Manager.
  2. Your Case Manager will contact you to advise you of the next steps and to forward you the required claim letter (sent via email or post at your request). This letter outlines the claims process and the requirements to have your claim progressed. This letter also gives you the direct contact point for your Case Manager so you can contact them should you have any enquiries.
  3. Once you receive the claim letter/email you will need to follow the claim requirements, sign the letter and return it to your Case Manager with the required claim information e.g.: damaged handset, police report number etc.
  4. You must return the damaged device to us unlocked using the process outlined to you. You should back up any important data on your device before sending it to us as it will otherwise be lost. Please remove all SIM and memory cards as these will not be returned where incorrectly sent to us.
  5. Once your Case Manager receives all of the required claim information, and provided your claim is approved, they will contact you to collect excess payment and confirm your delivery address. Your excess can be paid by VISA, MasterCard, BPAY or money order.
  6. Once your excess has been received, your repaired, refurbished or new replacement device will be shipped via courier to your nominated address in Australia within 3 business days.
  7. Please note your claim may be delayed if you do not provide the required claim information in a timely manner. Should we foresee any other delays your Case Manager will contact you and advise you of the situation.

How do I check on the progress of my claim?

It’s important that you read and understand the Vodafone Keep Talking Insurance policy as there are specific exclusions and conditions which apply to the cover. Please refer to the relevant Combined Financial Services Guide (FSG) and Product Disclosure Statement (PDS) for full details.

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 Keep Talking Insurance Service Team to assess your claim as quickly as possible.

If it is economically viable for us to repair your mobile device with new or refurbished parts we will attempt to do so. Where we replace your mobile device we will at our option replace it with a refurbished mobile device of similar specification if available or where such a mobile device is not available we will replace it with a new mobile device of similar specification.

You will be notified of the outcome of your claim by email unless you request otherwise.

If claiming for accessories under the Vodafone Keep Talking Plus insurance, you must provide proof of purchase. Only accessories purchased at the time of purchase of your phone or tablet are covered under the Vodafone Keep Talking Plus insurance.

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