About Three Insurance
You can add Three Insurance to your account when you upgrade your device on a Pay Monthly plan with Three. You’ll need to be over 18 and live permanently in the UK. Your cover will start when you complete your upgrade in-store, or when we ship your new device to you if you take out Three Insurance online or by speaking to one of our contact centre team.
With Three Insurance, we offer two cover options:
- Damage Cover provides repair or replacement of your mobile phone or connected device in the event of accidental damage. It also includes an extended warranty after the manufacturer’s warranty ends. There’s accidental damage cover for up to £300 worth of accessories included with or purchased at the same time as your device.
- Full Cover provides everything included in Damage Cover, as well as protection against theft and loss of your device, or up to £300 worth of accessories included with or purchased at the same time as your device.
Here's what each of the Three Insurance cover options protect:
|What’s covered?||Damage Cover||Full Cover|
|Port and speaker damage||✓||✓|
|Damage due to fire, explosion, implosion and overvoltage||✓||✓|
|Damage caused by a third-party (eg. children, animals, or other persons)||✓||✓|
|Water and moisture damage||✓||✓|
|Battery performance below 50% of its original performance||✓||✓|
|Extended warranty after manufacturer warranty ends||✓||✓|
|Accessories up to £300 (included with or purchased at the same time as the device)||✓||✓|
|Theft or loss (where a police report has been filed)||X||✓|
|Damage already covered by manufacturer warranty or seller guarantees||X||X|
|Minor cosmetic damage||X||X|
|Personal data on the device||X||X|
|Software applied to the device that isn’t necessary for its operation (for example, apps)||X||X|
|Theft or loss as a result of the device being intentionally left unattended in plain sight or intentionally left unlocked in vehicles, public premises or public places.||X||X|
|What's not covered|
It's also important to know that you're not covered for:
|If you have Damage Cover, your device is not covered for theft or loss.||✗||Any fault that happens within the manufacturer's warranty period.||✗|
|If you have Full Cover, your device is not covered for theft or loss as a result of the device intentionally being left unattended in plain sight or, intentionally left unlocked in vehicles, in public premises or public places;
theft or loss if a police report has not been filed (this shall contain at minimum, if applicable, an IMEI number, a description of the event and the date, time and site for the event);
theft or loss if you haven’t notified both the police and Three of the theft or loss and blocked the SIM card, if applicable, and provided evidence of this.
|✗||The cost of the excess applicable to this policy as stated in your certificate of insurance (included in your Welcome Pack)||✗|
|Any claim if you haven't paid your insurance premium. If you haven't paid a premium but your policy hasn't yet been cancelled, we'll process your claim if you pay the outstanding amount.||✗||Confiscation of your device by a finance company or government agency (e.g. the police).||✗|
|Any repair or replacement of accessories not purchased with the device or which would take the aggregate value of covered accessories in excess of £300.||✗||Any losses or consequences you face as a result of being without your device.||✗|
|Any calls, texts, data usage or downloads on a lost or stolen device.||✗||The excess fee you have to pay to complete a claim.||✗|
|Cosmetic damage or any other type damage to the device, which doesn’t affect the ability to use the device as intended, for example wear and tear.||✗||Any device other than the one shown in your Welcome Pack unless replaced by us or replaced under manufacturer warranty.||✗|
|Damage caused by making alterations to the device or acting against manufacturer guidelines.||✗||Any claim that we find to be fraudulent. If we settle a claim that's later found to be fraudulent, we may take action to recover our costs.||✗|
Before you make a claim
We encourage you to read the Three Insurance Terms and Conditions in full before submitting a claim, so you know what you need to do. You’ll also receive a copy in the post or via SMS after you purchase Three Insurance.
If you've been the victim of a crime or if you’ve lost your device, report this to the police and get a crime reference number.
You’ll need to pay the claim excess fee to complete your claim. The claim excess fee for your device is advised at the time of purchase and confirmed in your Welcome Pack.
If you took out your insurance cover before 6 March 2020 and have a Three Rescue policy, check out our article: Managing your Three Rescue policy.
How to make a claim
If your device has been lost, stolen or damaged and you need to make a Three Insurance claim, don't worry; it’s really quick and easy to do.
If your claim’s covered, just make a claim online.
If you’d prefer to make a Three Insurance claim over the phone, that’s fine too. You can call us on 333 free from your Three phone, or 0333 338 1001 from any other phone (standard call charges apply).
Our call centre is open 08:00 to 21:00 in the week, and 08:00 to 18:00 on the weekends (we’re closed on all UK public holidays).
After you’ve made a claim
You’ll receive an email to the address that you’ve provided at the point of claim, confirming the next steps in resolving your claim. Depending on your resolution type, you may need to send us your device. In all cases, please follow the below steps:
- Switch off any device locks (e.g. Find My iPhone) and screen locks.
- Back up your personal data if you can.
- Remove the SIM card and any accessories.
If you’re mailing us your device, please use the prepaid shipping label we’ve sent to you and follow the steps outlined in your claim confirmation email.
If you send us an Apple device with the Find My iPhone function still activated, we’ll charge you the price of your device.
Please ensure that the declared damage and IMEI at point of claim are in line with the device you send us.
In the event of a theft or a loss, we’ll require, as soon as possible, a copy of the police report. The police report should contain, at minimum, an IMEI number (if applicable), a description of the event, and the date, time and location of the event. We may also check your account to confirm that you’ve reported this to Three and that your SIM card, where applicable, has been blocked.
Managing and cancelling your Three Insurance policy
You can cancel your Three Insurance policy (both Damage Cover and Full Cover) within the first 28 days. If you haven’t made a claim, you’ll receive a refund of any premium paid.
After 28 days, you can cancel at any time and cover will finish at the end of the period you’ve paid for. We won’t refund any premium paid.
When you upgrade your contract with Three (obtaining a new device on the same mobile number) and add Three 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 the Welcome Pack.
We’ll cancel your policy if you cancel your Pay Monthly contract with Three, fail to pay your Three Insurance premium when it falls due and don’t remediate this within 7 days (or any other extended timeframe to settle your bill as advised by Three), 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 Insurance
We’re here when you need us. Here’s how to get in touch:
Online: To file a claim, visit threeinsurance.co.uk.
Email: You can send us an email on firstname.lastname@example.org 24/7; we’ll usually respond to you within 24 hours.
We always want to make sure you have a great experience and we hope you'll never have reason to complain about our services, but if you do, we’re here to help. Please send us an email at email@example.com or give us a call on 0333 338 1067 (standard call charges apply) so we can resolve your issue ASAP.
Please see our terms and conditions for full details on our complaints process.
This insurance is mediated by SquareTrade Limited, which is authorised and regulated by the FCA (No. 538538) in the United Kingdom. Registered office: 5 Golden Square, London, W1F 9BS, United Kingdom. The insurer is Starr International (Europe) Limited, the underwriter of this policy, whose registered office address is at 30 Fenchurch Avenue, London EC3M 5AD, United Kingdom. Company number 9654797. Starr International (Europe) Limited is authorised by the Prudential Regulation Authority (“PRA”) and regulated by the Financial Conduct Authority (“FCA”) and the PRA To check the FCA and PRA registrations, see http://www.fca.org.uk/register or call +44 20 7066 1000.