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Do I have cover with O2 Insure?
If you took out a policy with O2 Insure, you’ll be covered if the worst should happen to your device. Accidental loss, theft or damage – our cover aims to provide you with that extra peace of mind. After all, we know how important it is to stay connected with the people and things you love most.
Need to make a claim? Looking to cancel your cover? We’re here to help.
How to make a claim with O2 Insure
If your device is lost, damaged or stolen, you can begin your claim by using our Online Claims Portal. It’s designed so you can manage the whole process from start to finish without needing to call us. Simply log in and fill in the details.
Prefer to speak to someone or need help? Get in touch with one of our advisors who are here to support you.
Start your online O2 Insure claim today
Use our online claims portal to make a claim if your phone is lost, damaged or stolen. It’s easy to manage the whole process online
What you will need to make an O2 Insure claim
Before you start your claim, here’s what to have ready:
Check your cover – make sure your device is covered by your policy. Our FAQs can help you work out if you have phone, tablet or watch insurance with us
Know your excess – this is the amount you’ll have to pay as part of your claim, as detailed in your welcome pack
IMEI number – have your device’s unique IMEI number ready
Loss reference number – you’ll need a loss reference number from either the Police or Transport for London (TfL) if your device is lost, stolen or maliciously damaged
How long do I have to make a claim?
In the case of loss or theft, please contact us within 48 hours to start with. This is so we can block your device against any fraudulent use.
After that, all claims – including those for damage – should be made within 30 days.
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.
O2 Insure FAQs
You can cancel via My O2, where you can also manage your policies and claims.
Alternatively, 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.
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 sign in to your My O2 account to view your current O2 Insure policies and make a claim.
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.
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 device, 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.
O2 Insure offers worldwide cover for repair or replacement of your phone and includes:
Damage – except cosmetic damage
Theft – unless left unattended without proof of protection
Accidental loss and breakdown – within three years of purchase date from O2
Accessories bought from O2 (up to £300) that are accidentally lost, stolen or damaged at the same time as your phone or device
With Ultimate Cover, we offer same day delivery – excluding weekends and public holidays, Northern Ireland, certain postcodes in Scotland, Isle of Man and Scilly Isles.
Successful Ultimate Cover claims must be made by midday UK time to qualify for same day delivery. 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 and exclusions apply). Claims for loss and theft will be settled from refurbished or remanufactured stock. You can cancel at any time via My O2.
We offer a next-day phone/tablet exchange or replacement service if you need it. This covers repair or replacement if your device is lost, stolen or damaged. See “What does O2 Insure cover” for more details.
Our Same day delivery service applies to Ultimate Cover policyholders. It excludes weekends and public holidays, Northern Ireland, certain postcodes in Scotland, Isle of Man and Scilly Isles. Deliveries will be made between Monday and Friday inclusive.
Exceptions and exclusions apply. If you make a claim for loss and theft, it’ll be settled from refurbished or remanufactured stock. To cancel at any time, log in to 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.
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's 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.
Last updated: 11/11/2025
