Managing your Three Rescue™ policy.
With Three Rescue™ there are two cover options:
Three Rescue™ Damage Cover – this protects your device against the risk of damage (including cracked screens and liquid damage) and out-of-warranty breakdown only.
Three Rescue™ Full Cover – this protects your device against the risk of loss, theft, damage (including cracked screens and liquid damage) and out-of-warranty breakdown.
- Buying Three Rescue.
You can buy Three Rescue™ Full Cover or Damage Cover when you buy or upgrade your device and Pay Monthly plan with Three. Cover starts on delivery of the device. If you pre-order a device from Three and buy Three Rescue™ cover you’ll be refunded the cost of any Three Rescue™ premium paid in the period between ordering and receiving your new device. Find out more about the cost of Three Rescue™ here.
You can buy Three Rescue™ if you’re over 18, your device is worth more than £60 and you haven’t had a mobile insurance policy declined by us or cancelled by us in the past or a claim denied due to fraud.
You can only buy, remain on and make a claim with Three Rescue™ if you and the main authorised user of the device live permanently in the UK. If at any time you or the authorised user are no longer going to be resident in the UK, you need to contact us using the details above and let us know. We will cancel your cover if you no longer meet this criteria.
- Policies on multiple devices.
You can have Three Rescue™ policies for multiple devices, but you can’t have more than one device on any one policy. If you have a number of Pay Monthly devices with us, each device will need its own Three Rescue™ policy.
- Cancelling your Three Rescue policy.
You can cancel within the first 28 days and if you haven’t made a claim, you’ll receive a refund of any premium paid. Get in touch if you have any questions about your cancellation (see section below ‘Contacting Three Rescue™’).
After the 28 days, you can cancel at any time and cover will finish at the end of the paid-for period. We will not refund any premium paid.
When you buy another device from Three or upgrade your device on the same mobile number and add insurance, we’ll cancel cover on your old device automatically. We’ll set up a policy for the new device and confirm your cover start date, premium and claim excess in writing.
We’ll cancel your policy if you cancel your Pay Monthly contract with Three, fail to pay the monthly insurance premium, have two successful claims in any 12-month period or if you make a claim we find to be fraudulent. If we cancel your policy, we’ll send you written confirmation, including your cover end date.
- Contacting Three Rescue.
We’re here when you need us. Here’s how to get in touch.
- Mobile Phones – 333 from a Three phone or 0333 338 1001* from any other phone.
- Tablets and Mobile Broadband – 500 free from a Three phone or 0333 338 1003 from any other phone.
- Call +44 7782 333 333 to contact from outside of Great Britain.
You can report a claim to the Three Rescue™ insurance team by phone from 8am to 9pm Monday to Friday; 9am to 6pm at weekends, closed on UK Bank Holidays.
Write: Three Rescue™, PO Box 71012, LONDON, W4 9FW.
*Opening times from 8am-9pm Monday to Friday, 9am-6pm at weekends. Closed on UK Bank Holidays. 333 is free, Excludes Essential Plans, check price guide for full details. Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Calls from landlines and mobiles are included in free or inclusive calls packages. Details correct at time of print.
Three Rescue™ is administered by Asurion Europe Limited (“Asurion”), which is authorised and regulated by the Financial Conduct Authority (no. 502545), registered address: Chiswick Place, 272 Gunnersbury Avenue, Chiswick, W4 5QB.
If Three RescueTM was purchased after 7 August 2017:
The insurer is WDP Insurance Limited, which is authorised by the Gibraltar Financial Services Commission, and is authorised and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our authorisation and regulation by the Financial Conduct Authority are available from us on request. WDP is registered in Gibraltar with company number 115687 at 1st Floor, Grand Ocean Plaza, Ocean Village GX11 1AA, Gibraltar. Please see your Welcome Pack for further details.
If Three RescueTM was purchased before 7 August 2017:
The Insurer is Liberty Mutual Insurance Europe Limited ("Liberty"), which is authorised by the Prudential Regulation Authority and is regulated by the Financial Conduct Authority and the Prudential Regulation Authority (no. 202205). Please see your Welcome Pack for further details.
- Making a complaint about Three Rescue™.
We'll always try to resolve your complaint right away.
If we can’t, we’ll write to acknowledge your complaint within five working days of receiving it and, if we haven’t resolved it within two weeks, we’ll send you a written update on our progress. It’s unlikely that we won't have resolved your complaint within 8 weeks of our receiving it, but if that’s the case we’ll write to let you know why and what we're doing about it.
We'll always confirm the results of our investigation to you in writing.
What if I’m still not happy?
If you’re not happy with the outcome of your complaint or we haven’t given our final response to you within 8 weeks of raising your complaint, you can contact the Financial Ombudsman Service (FOS). You need to contact the FOS within 6 months of receiving our final decision. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. The service is free and we are bound by any decision the Financial Ombudsman reaches. This won't affect your statutory rights or prejudice your right to take subsequent legal proceedings. See financial-ombudsman.org.uk for more details.
The Financial Ombudsman Service