What’s not covered

• Policy excess as shown in the Insurance plans
• Breakdown and faults
• Unauthorised network charges (calls, data etc.)
• Where the device has been knowingly put at risk or not taken care of, this includes deliberate damage
• Cosmetic damage which doesn’t affect the performance of the device e.g. dents and scratches
• Loss and theft claims without a valid PULSE ID number
• More than 2 claims within a 12 month period

Other information you should know

• All policies have a minimum period of 3 months from the date of purchase
• You can make up to two successful claims in any 12 month period. If two successful claims are made in any continuous 12 month period, the policy will be cancelled
• Replacement devices may come from refurbished stock
• For successful claims your excess will be added to your next airtime bill

Vodafone Insurance is underwritten by Assurant Europe Insurance N.V., with registered address at Paasheuvelweg1, 1105 BE Amsterdam, The Netherlands, registered in the trade register of the Dutch Chamber of Commerce under number 72959320 and registered with the Dutch supervisor, De Nederlandsche Bank N.V. (Dutch Central Bank) under number R161237, operating in under the regime of Freedom of Services, registered with the Central Bank of Ireland.

When submitting a claim for your device, please make sure you review the requirements below. Once your claim has been accepted, we will aim to have a replacement device to you within 2 working days.

Loss, theft, malicious or accidental damage

1. If your phone has been lost or stolen, you need to let us know as soon as possible by calling 1907 from a Vodafone mobile, or 1800 22 5588 from any other phone, so we can block the device and SIM
2. You will also need to report the loss or theft to the Garda as well (or local authorities, if abroad), as soon as possible and get a PULSE (crime reference) number
3. Once you have completed these steps, submit your claim on our dedicated claim portal www.staymobile.ie or contact the claim department on 0818 92 77 11 to submit your claim
4. If your phone is damaged, submit your claim on our dedicated claim portal www.staymobile.ie or please call the claims department directly on 0818 92 77 11

Notice for security locked devices

Apple devices – Customers who have installed iOS 7 or later and enabled the Find my iPhone option, need to disable this feature (Damage claims only).

Android devices – Customers who have Google activation lock on their devices, need to disable this feature (Damage claims only).

We will not be able to send a replacement device until we have been able to confirm that any locking mechanism has been removed (e.g. Find my iPhone). If you have any problems disabling the locking mechanism from your device then please call 0818 92 77 11.