Vodafone Keep Talking and Keep Talking Plus Mobile Insurance

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.

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 by email to advise you of the next steps.
  3. 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.
  4. 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.
  5. 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 5 business days.
  6. 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 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 Basic, Keep Talking Plus and Cover me Mobile Insurance for more details.

How do I check on the progress of my claim?

It’s important that you read and understand your applicable Vodafone 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 Insurance Service Team to assess your claim as quickly as possible.

Any repair or Replacement Device may at our sole discretion be Refurbished or contain refurbished parts.

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. 

How do I cancel my insurance?

You can cancel your insurance policy at any time by calling on 1300 650 410.

You have a 14 day cooling off period, which commences when the policy is first issued (excluding renewals), during which time you can cancel the policy by contacting Vodafone in writing or electronically and get a full premium refund, provided you have not exercised any of your rights or powers under the policy (e.g. such as making a claim). 

Refunds are subject to your cooling off period rights where applicable, if you:

  • or we cancel the policy; notify us that you no longer live in Australia;
  • notify us that your Vodafone agreement for your insured device is cancelled;
  • you sell or pass your right, title or interest in your device to some other person, we will pay you a pro rata refund of premium for the remaining period of insurance.

Can my policy be cancelled by the insurer?

Yes, your policy may be cancelled by the insurer in accordance with the law under the Insurance Contracts Act 1984.

It may also be cancelled if:

  • Your Vodafone agreement for your insured device is cancelled;
  • You sell or pass your right, title or interest in the device to some other person; or
  • Your second valid claim in any 12 month period is accepted.

 

 

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