Ultimate Plan FAQs

A new level of insurance offering our most comprehensive cover yet. It includes:

• Unlimited claims against theft, loss, accidental damage and breakdown

• Same-day* delivery of your replacement phone if your claim’s processed before 12pm UK time – or next-day if not

• A 3-Year Warranty

• Worldwide cover – though replacements and deliveries can only be made to a UK address

Just so you know, any price deductions, offers or promotions on our Ultimate Plan exclude insurance, which can’t be discounted. Legal Stuff applies*, and our insurance is underwritten and provided by Telefonica Insurance UK branch.

_{*Same-day exchange or replacement applies to valid claims submitted before 12 noon Monday–Friday. Excludes weekends, Saturdays and public holidays. Not available in Northern Ireland or selected postcodes in Scotland, Highlands, Guernsey, Isle of Man and Scilly Isles.}

Yes – though if you do, you won’t be able to stay on our Ultimate Plan and will need to move onto one of our other plans.

You can cancel without any charges by giving us 14 days’ notice from the date you get the full policy documents from us. We’ll refund any premium you’ve already paid, as long as you haven’t made a claim yet.

You can also cancel your policy any time after this initial 14-day period in My O2. You’ll need to give us 30 days’ notice, but we’ll refund any premium you’ll have paid after the date you cancel.

Yes, it will.

No – if you don’t want insurance, you can’t choose the Ultimate Plan or grab the rest of its perks, including your 3-Year Warranty.

If you get a new phone and switch from an Ultimate Plan to a different plan, you’ll have the chance to pick a new insurance option, and will need to pay for it.

If you’re on an Ultimate Plan, pay off your phone, keep it and switch to SIM Only, you’ll be given the option to keep O2 Insure - Ultimate Cover, too.

Our insurance products can be kept for a maximum of 60 months. Your policy is a monthly renewable contract and will continue until then, unless you switch plans or you – or we – cancel it.

Our 3-Year Warranty covers your device for three years from the date you buy it from us, going further than the manufacturer’s warranty to give you extra peace of mind. For the full terms and conditions, head to o2.co.uk/terms.

When you grab an Ultimate Plan, you’ll get to choose an Extra (Amazon Prime, Disney+ Premium Plan or Cafeyn) for as long as you’re paying for your airtime plan. So, even if you pay off your device plan, you’ll still get to keep your Extra.

You can choose your Extra at any point during your contract with us. Once you've picked it, you'll need to redeem it within 28 days.

You’ll be sent a link via text and email. You must redeem your Extra within 28 days. Don’t worry – we’ll send you reminders before the link expires.

Once you’ve chosen and redeemed your Extra (Amazon Prime, Disney+ Premium Plan or Cafeyn), you’ll keep it for the length of your contract, or until you start a new contract.

You’ll get one Extra as part of your Ultimate Plan. You can add Extras to your monthly bill whenever you like through My O2 – you’ll just have to pay for them.

You can only choose Amazon Prime or Cafeyn as your Extra if you don’t already have a membership with them. You can pick Disney+ as your Extra even if you’re already a member.

While the offer’s running, you’ll need to keep enjoying your Extra as you are. Once the offer expires, you can head to My O2 to manage your Extra and choose it as part of your Ultimate Plan.

Head to ‘Manage My Extra’ in My O2 to check if your paid Extra is out of its six-month lock-in period. If it is, you can remove it as a paid extra and select it as your Ultimate Plan Extra. If not, you'll need to either wait until the six months are up – in which case, when you pick Ultimate Plan, make sure to select ‘Choose Extra later’ – or go for a different Extra.

If you have an existing included Extra when you renew, we’ll assume you want this Extra again. If you’d like to choose a different one, call us on 0344 809 0202 and we can make that change for you.

It’s essential protection for your personal info and privacy, so you can stay safer online, wherever you go. It includes:

• Premium antivirus

• Web protection

• Identity monitoring

• Secure VPN

• And more McAfee Mobile Security

Plus is an Extra that’s included as part of your Ultimate Plan. You’ll be sent a link via text and email to redeem it, which you must do within 28 days. Don’t worry – we’ll send you reminders before the link expires.

While the offer’s running, you’ll need to keep enjoying your Extra as you are. Once the offer expires, you can head to My O2 to manage your Extra and choose it as part of your Ultimate Plan.

Head to ‘Manage My Extra’ in My O2 to check if your paid Extra is out of its six-month lock-in period. If it is, you can remove it as a paid extra and select it as your Ultimate Plan Extra. If not, you'll need to either wait until the six months are up – in which case, when you pick Ultimate Plan, make sure to select ‘Choose Extra later’ – or go for a different Extra.

You can use the same e-mail address, but instead of going to the sign in option go to create account and use the same e-mail.

Jetting off? You can roam freely at no extra cost in 75 destinations outside Europe with O2 Travel Inclusive Zone Ultimate. That includes the USA, Canada, Australia, New Zealand, Mexico, Hong Kong, Turkey, Dubai and more. Plus, the 48 destinations in our Europe Zone – so that's 123 inclusive destinations in total.

O2 Travel Inclusive Zone Ultimate gets you unlimited minutes, texts and data, and no overage charges – though third-country calls (from one country to another that isn’t the UK or the country you’re travelling in) will be charged at standard roaming rates. You can read more in our terms here.

All customers get inclusive roaming in our Europe Zone (48 destinations) as standard.

Customers with a Plus Plan can use their mobile in 27 more destinations outside Europe, including the USA, Canada, Australia, New Zealand and Mexico. This is called the O2 Travel Inclusive Zone.

Ultimate Plan customers get all this plus an extra 48 inclusive destinations (that’s 123 destinations in total), covering countries in the Caribbean, Africa, Asia and the Middle East.

Always after the latest model? With O2 Switch Up, you can swap your current phone for any of the latest and greatest, or one of our Like New ones, every 90 days. It doesn’t matter how long you’ve got left on your current contract – we’ll pay it off for you. Head here to learn more.

If you move plans, you’ll have the option to keep Switch Up on your new plan. If you decide not to, you won’t be able to add it as a paid perk again until you sign up for a new contract with us.