O2 Insure

Help and support

Protect your phone with O2 Insure – Help and Support | O2

Do you have cover with O2 Insure?

If you're with O2 Insure, you'll be covered if the worst happens to your phone or tablet. Accidental loss, theft or damage – our tablet and phone insurance aims to provide you with that extra peace of mind. After all, we know just how important your device is.

You'll know you're covered by O2 Insure if you added it as part of your device purchase. You'll also have been sent a policy document and Insurance Product Information Document (IPID) that explains what you are covered for and any exclusions that apply.

You can also log into your My O2 Account to see if you have O2 Insure cover and to make a claim.

How can I get O2 Insure?

First, you need to be at least 18 years old to take out O2 Insure cover.

Simply choose O2 Insure once you've selected your tariff at the checkout. Alternatively, you can come and visit us in store. It’s also possible to add insurance after your purchase if done so within the first 28 days.

How much does it cost to cover my device?

The cost of your cover will depend on your device – and the level of cover you choose. O2 Insure offers different levels of coverage for you to choose from. It'll also be used to calculate the excess charge you'll need to pay in the event of a successful claim.

Our phone insurance and tablet insurance pages explain the cost of O2 Insure coverage in more detail. You can also speak to an adviser if you're still unsure what's best for you.

How long does my O2 Insure cover last?

O2 Insure cover is paid on a month-by-month basis – so it can last as long as you want. Your policy runs from the date you purchased your device. you'll then pay your premium each month as part of your O2 monthly bill. Your policy lasts for five years – unless you or we decide to cancel. Please note: we’ll need 30 days’ notice to cancel your policy.

How do I make a claim?

Has your device been put out of action by theft, damage or accidental loss? We know how stressful that can be – especially if your device is really important to you. That's why we've made it easy for you to tell us about any insurance claim by making an online O2 Insure claim.

All you need to do is log in and submit details of your claim. It'll be handled entirely online – seamless and convenient.

If you need more help or would prefer to speak to an adviser, you can always get in touch.

How do I cancel O2 Insure coverage?

Please contact us to discuss cancelling your insurance.

You can cancel your policy within 14 days of receiving your documentation – and you won't be charged unless you make a claim in that time. After that initial cooling-off period, we'll need 30 days' notice to cancel your policy. You may have to pay a premium for the time you were covered.

It's a good idea to check the terms, conditions and exclusions of your O2 Insure policy first.

O2 Insure FAQs

What does O2 Insure cover?

The level of cover you have will depend on which O2 Insure policy you choose.

If you decide on a Damage Only policy for your smartphone, for example, you'll only be protected against accidental damage. You'll only have cover against loss or theft if you've chosen a Full Cover policy.

Covers repair or replacement of your phone and includes damage (except cosmetic damage), theft (unless left unattended without proof of protection), accidental loss, breakdown (within 3 years of purchase date from O2), accessories purchased from O2 (up to £300) that are accidentally lost, stolen, or damaged at the same time as your phone or device, plus Worldwide cover.

Same day delivery, excluding weekends and public holidays, Northern Ireland, certain postcodes in Scotland, Isle of Man and Scilly Isles. Successful claims must be made by 12 noon UK time. You can make a claim online. Repair or Replacement delivery available to a UK address only (Monday to Friday inclusive, exceptions & exclusions apply). Claims for loss and theft will be settled from refurbished or remanufactured stock. You can cancel at any time via My O2 to manage your O2 Insure policies and claims.

Status disclosure: Telefonica UK Ltd is a Lender and Insurance Intermediary, authorised and regulated by the Financial Conduct Authority. Insurance underwritten by Telefonica Insurance UK Branch, authorised and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

What is the next-day exchange or replacement service?

We offer a next-day phone/tablet exchange or replacement service if you need it. This covers repair or replacement of your phone and includes damage (except cosmetic damage), theft (unless left unattended without proof of protection), accidental loss, breakdown (within 3 years of purchase date from O2), accessories purchased from O2 (up to £300) that are accidentally lost, stolen, or damaged at the same time as your phone or device, plus Worldwide cover.

Same day delivery, excluding weekends and public holidays, Northern Ireland, certain postcodes in Scotland, Isle of Man and Scilly Isles. Successful claims must be made by 12 noon UK time. To make a claim, use the O2 Insure online claim service. Repair or Replacement delivery available to a UK address only (Monday to Friday inclusive, exceptions & exclusions apply). Claims for loss and theft will be settled from refurbished or remanufactured stock. You can cancel at any time via MyO2 – see our help page for more details.

Status disclosure: Telefonica UK Ltd is a Lender and Insurance Intermediary, authorised and regulated by the Financial Conduct Authority. Insurance underwritten by Telefonica Insurance UK Branch, authorised and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

How long do I have to make a claim?

In the case of loss or theft, we recommend you contact us within 48 hours to start with – so we can block your device against any fraudulent use.

After that, all claims – including those for damage – should ideally be made within 30 days.

We will also require a loss reference number from either the Police or Transport for London (TfL) in the case of accidental loss, theft or malicious damage.

How long does it take to settle a claim?

We aim to settle all O2 Insure claims as quickly as possible. As each claim is unique, we don't have set timelines for settling your claim.

Is insurance the same as my manufacturer warranty?

O2 Insure protects against accidental loss, theft and/or damage – depending on the level of cover you have. It doesn't protect against

A device that is faulty or defective in design
A hardware or software malfunction otherwise covered by the manufacturer guarantee

If any of those happens to you, it means you can't make a claim on your O2 insurance. But it does mean you should be protected by the manufacturer's original guarantee or warranty. If so, you can return your device to them – whether it's Apple, Samsung or another – and they'll either repair or replace it for free.

Virtually every new device we sell will have this warranty in place – although you should always check how long it lasts.

You might also be eligible for a refund, repair or replacement through us instead in line with your statutory consumer rights, depending on when you contact us following your purchase.