Device Protect Insurance

Beginning 19 June 2016, Device Protect insurance is available for Postpaid Mobile Phone & Postpaid Mobile Broadband accounts when starting or recontracting with a new mobile handset or tablet.

Please Note: This will replace Yes Cover insurance which will no longer be for sale. Don’t worry though; like any other archived insurance, we still offer support for your insurance but you can also switch over to Device Protect at any time.

To find out more, choose from the options below:

Availability, Coverage, Cancellation & Pricing

How do I purchase Device Protect insurance?

You can apply for Device Protect on any new or recontracting Postpaid Mobile & Mobile Broadband service, at the time of sale of your new Mobile Phone or Tablet. Your new device must be purchased via an Optus channel (in store, online or over the phone). This can be on a contract or by Payment Over Time (either upfront, on next bill or over 12/ 24 months).


Why should I have Device Protect insurance?

If your device is accidentally damaged, lost or stolen:

  • You won't need to pay the full cost for a new or replacement device
  • You'll get coverage above and beyond the manufacturer's warranty and your statutory consumer guarantees
  • You'll get coverage for unauthorised usage on your service up to $600 starting from 12 hours prior to notifying us

For all the coverage details, pricing and T&C's, make sure you read the PDS; it's available below.


How much does it cost?

Mobile phones and tablets can be insured under Device Protect or Yes Cover, if it already exists on your service. Please see the table below for more information on this (all values include GST).

Further details, excesses and T&C's can be found in the PDS and at Mobile Phone Insurance / Tablet Insurance sites.

Insurance

Device Protect

Yes Cover

Monthly Charges (paid in advance)

$14.00

$13.00

Claims Covered

Theft, loss, accidental damage or electronic breakdown/failure

Excess Charges

$100 accidental damage claim

$200 lost/stolen claim

$50 accidental damage claim

$150 lost/stolen claim

Geographic Coverage

Global

Limit of Liability

$2000.00 (less applicable excess fee)

Unauthorised Usage

Up to $600.00 starting from 12 hours prior to notifying us

Accessories Covered

Accessories provided with the device are included. Wearable devices excluded

All associated accessories

Devices Covered

All mobile phones & tablets


How do I cancel insurance?

Device Protect and Yes Cover can be cancelled at any time.

Please contact us on 133 937 (Business accounts call 133 343) to cancel your insurance. Keep in mind that insurance is charged in advance, so if you've already been charged beyond your requested cancellation date, a prorata credit will be applied for the unused period on your next bill.

Please note: If you take our insurance today, your policy will start immediately with a cooling off period of 19 days, so during this time, you may cancel your policy without paying any premiums, as long as you’ve not made a claim.


Issuer information & Product disclosure statement

Device Protect is issued by Optus Insurance Services Pty. Ltd. ABN 12 005 711 928

To see if Device Protect is right for you and to check the coverage of Yes Cover, download and read the PDS (Product Disclosure Statement). Both are available below.

File Attachments

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Claims & Follow up

For info on making an insurance claim, check out these topics.

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How do I make a claim?

You can claim insurance in case of theft, accidental loss or damage, or electronic breakdown. This can be done by calling our Customer Claims Unit (CCU) on 1800 501 971 between 8am and 6pm (Monday to Friday AEST) or +612 8082 5678 if overseas.

Alternatively, you can start your claim by clicking the 'request a call back' button

Our Customer Claims Unit will be in touch within 24 hours of your submission or on the next business day if submitted on a weekend/ public holiday to let you know what you'll need to do next.


What do I need before I make a claim?

Important! Claims can only be made by the account holder.

Before you make a claim, check that you have everything you need. If your Mobile Phone or Tablet has been...

Lost or Stolen

  • Ensure you've checked our article on lost/stolen devices
  • You must have valid Optus insurance at the time of the incident
  • You will need to have your Police Claim Number on hand
  • You must have already requested us to bar your device/ block your IMEI ~ IMEI blocking is not available for tablets. An IMEI block can be done via our customer care team
  • Your device's IMEI number - What's this?
  •  
  • Your account must not have any outstanding charges owing (other than any amounts in dispute)

Accidentally Damaged

  • You must have valid Optus Insurance cover at the time of the incident
  • You must still be in possession of the damaged device /accessories
  • Your Optus account details
  • Your account must not have any outstanding charges owing (other than any amounts in dispute)

All claims must be made within 30 days of the occurrence of the event or accident causing the lost or accidental damage of your device.


Is there a cost or excess to pay?

For Device Protect, you will need to pay the following amounts to make a claim relating to:

  • Accidental Damage - $100
  • Lost/ Stolen - $200

For Yes Cover, you will need to pay the following amounts to make a claim relating to:

  • Accidental Damage - $50
  • Lost/ Stolen - $150

You can pay this either via credit card or on your Optus bill.


How do I follow up on a claim?

You can check the progress of your claim by contacting the Customer Claims Unit on 1800 501 971 between 8am & 6pm (Monday to Friday AEST) or +612 8082 5678 if overseas. Please have your claim number and account details ready when you call us.

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FAQs

A. We’ve made it pretty simple for you to make a claim. You can either go to a store or call us on 1300 300 937 or +61 2 8082 5678 from overseas. The claims team will handle it from there.

All claims must be made within 30 days of the occurrence of the event or accident causing the loss or accidental damage.

If the claim relates to an insured device that has been lost or stolen, within 48 hours you must:

  • Report the loss to the police; and
  • Instruct Optus to immediately suspend use of the SIM card and handset

A. Yes, you are also able to claim for the costs incurred for any unauthorised use of the insured device within the twelve hours immediately prior to notifying Optus of it being it lost or stolen.

The maximum amount of unauthorised use covered for any claim is $600 (including GST).

A. Yes, any claim made for an insured device also includes cover for any accessories that were provided with the device excluding wearable devices, e.g. smart watches, fitness activity trackers, beats headsets, etc. The maximum amount payable for any claim is $2,000 (including GST) (less the applicable excess fee).

A. Yes, Device Protect provides global coverage.

A. Each claim will incur an excess fee of:

  • Accidental damage = $100
  • Lost / Stolen =$200

A. Device Protect may be cancelled at any time. To cancel, call us.

A. Feedback about the Customer Claims Unit (CCU) should be sent to the Insurance drop box mobileinsurance@optus.com.au.

A. Sorry, at this point in time we only offer insurance to Postpaid services.

A. Yes, except for Tech Fund plans.

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