If you’ve bought insurance from us after 2014, you need to use Three Rescue to make a claim, cancel your policy and everything else. You can find out more about Three Rescue here.
If you bought insurance from us before 2014, you'll be covered by our previous insurance partner, LSG. You can find all you need to know about your insurance below.
To check if you have insurance, cancel your policy, make a claim, or anything else, just get in touch.
- What to do if your phone is lost or stolen.
If your phone is lost or stolen:
- Tell us straight away so we can block your number. This way no one else can use it to make calls, send texts or use the internet.
- Change all your passwords straight away for:
- email accounts
- online banking
- social media, like Facebook and Twitter
- anything else that uses your details.
We can block other people using our network on your phone, but they might still be able to access your accounts using Wi-Fi.
- Making a claim for a lost, stolen or damaged phone.
Accidental damage or breakdown cover. Call 0333 338 1001 or +44 7782 333 333 from abroad. Loss, theft and malicious damage claims.
If your phone is lost, stolen or deliberately damaged, call us as soon as possible on 0333 338 1001 or +44 7782 333 333 from abroad. We'll bar your SIM card (where applicable), which will block any further call or data charges that you aren't covered for.
You or the person who owns the phone needs to report the incident to the police and get a crime reference or loss report number. You'll need this to process your claim. If the police won't give you a loss report number, please give us the location of the police station.
Outside of the UK
If your device is lost, stolen or damaged outside the UK, you'll need to report it to the relevant local authorities and get a crime reference or loss report number. You'll need this in order to process your claim.
Call us as soon as possible on 0333 338 1001 or +44 7782 333 333 from abroad. We'll bar your SIM card (where applicable), which will block any further call or data charges that you aren't covered for.
If you make a successful claim, you'll have to pay a policy excess. How much depends on your device.
If you purchased Three Rescue from 1 October 2018
Product Device Value Price (Per month) Excess Damage Only Tier 1 More than £125-£199.99 £5.50 £60 Damage Only Tier 2 £200 - £399.99 £7.50 £80 Damage Only Tier 3 £400+ £9.50 £100
If you purchased Three Rescue between 6 Dec 2016 – 30 September 2018
Current Premium Premium from 7 August* 2017 to 2 June 2019 Premium from 3 June 2019 Excess fee (Unchanged) Damage Cover £2.00 £2.50 £3.00 £20 £4.00 £4.50 £5.00 £40 £6.00 £6.50 £7.50 £60 £8.00 £8.50 £9.50 £80 Full Cover £3.00 £3.50 £4.00 £30 £6.00 £6.50 £7.00 £60 £10.00 £10.50 £11.50 £80 £14.00 £14.50 £15.50 £100
If you purchased Three Rescue between December 2015 and 6 December 2016
Current Premium Premium from 1 August Excess fee (Unchanged) £2.50 £2.55 £0 £4.50 £4.58 £40 £6.50 £6.62 £60 £8.50 £8.65 £80 £10.50 £10.69 £100 £12.50 £12.73 £100
If you purchased Three Rescue before December 2015
Current Premium Premium from 1 August Excess fee (Unchanged) £2.07 £2.10 £0 £4.13 £4.21 £40 £6.20 £6.31 £60 £8.26 £8.41 £80 £10.33 £10.52 £100 £12.40 £12.62 £100
To cancel your policy, get in touch.
When you cancel, your policy will stop immediately. If you've paid in advance, you'll receive a refund for the days that you weren't covered for. The refund will appear on your next Three bill. Full details can be found in section F of the policy document.
- Changing your device.
Only the device you originally registered with us is covered by your insurance, so if you get a new device and want to change this, you'll need to call us on 0333 338 1001 or +44 7782 333 333 from abroad so we can add it to the policy.
- Questions and complaints.
We hope that you're happy with your insurance and our service. If you're not entirely satisfied, please call us on 0333 338 1001 to talk about it. If you make a complaint and you still feel like the issue hasn't been resolved, you might be able to refer it to the Financial Ombudsman Service.
For more information you can contact LSG directly on 08456 743 333.