Device Protect Insurance

Device Protect gives you peace of mind by getting you back on track with a replacement phone or tablet in the case of loss, or theft, or repairing or replacing the device in the case of accidental damage.

Availability, Coverage, Cancellation & Pricing

How do I purchase Device Protect insurance?

Device Protect insurance can only be taken out at the time you obtain a new device from us – no matter if you get it online, in store or over the phone.

You can add Device Protect in the shopping cart when you buy or lease a new mobile phone, or buy a tablet online. Or, simply ask the sales person about Device Protect when in-store or on the phone.


Why should I have Device Protect insurance?

As we all know, life's little accidents happen. And they can happen so easily. With Device Protect you can stay in touch.

  • If the device is lost or stolen, subject to market availability and geographic location, a replacement device will be available to you within 2 business days of your claim being approved
  • If the device is damaged, it is likely to be repaired or replaced within 5-10 business days of your claim being approved
  • With Device Protect, you’re not locked into a contract, so you can try it for the first few months when your device is most valuable
  • With Device Protect, you're not locked into the insurance contract for the term of your plan, which means you can cancel it at any time
  • Avoid paying the full cost of a new mobile phone or tablet if it is lost, stolen or accidentally damaged
  • Be assured by coverage above and beyond the manufacturer’s warranty and consumer guarantees under the Australian Consumer Law
  • And if your phone or tablet is lost or stolen you're also covered for any unauthorised use of your service up to $600 for the twelve hours prior to notifying Optus of the loss or theft

For all the coverage details, pricing and T&C's, make sure you read the Product Disclosure Statement (PDS).


How much does it cost and what does it cover?

The amount of excess you pay per claim is dependent on the claim type and the type of device you are insuring. The excess fees below apply when you make a claim for Device Protect Insurance

All Optus Devices (as defined in the PDS) that are not in the Premium device list are considered Standard devices. For a full list of the Premium devices, see www.optus.com.au/insurance.

Device Protect

Excess

Monthly Premium

$14.00^

Standard Devices

Accidental damage or eletronic breakdown / failures
$100

Lost / Stolen
$200

Premium Devices

Accidental damage or eletronic breakdown / failures
$150

Lost / Stolen
$250

Devices that can be insured

Mobile phone handsets and tablets

Claims covered

Theft, loss, accidental damage or electronic breakdown / failure

Geographic coverage

National and International

Limit of liability

$2000*

(less the excess applicable to the claim)

Unauthorised usage

Up to $600*

(for the 12 hours prior to notifying Optus of the claim)

Cover for accessories

Accessories provided with the device.

Wearable devices such as smart watches, fitness activity trackers and cellular connected wearables are not covered

All rates and premiums include GST

^ Liability amounts are GST inclusive

* If you purchase a device, your insurance cover is monthly renewable on the payment of $14 per month. If you lease a device, your insurance cover will expire when your lease ends, up to a maximum of 24 months, or if any $14 instalment remains unpaid for 14 days. The total insurance premium payable is $336 total premium for 24 months cover. Your cover is cancellable at any time and you won't have to pay any further instalments if your lease ends.


How do I cancel insurance?

Device Protect can be cancelled at any time. You will just need to call us.

Call us on

Business customers should call contact number

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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 download and read the Product Disclosure Statement (PDS)

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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. Start your claim by clicking the 'request a call back' button below:

Alternatively, this can be done by calling our Customer Claims Unit (CCU) between 8am and 6pm (Monday to Friday AEST).

Open 24/7 - Free call from a Roaming Optus Mobile.

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 the 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 the device/ block your IMEI ~ IMEI blocking is not available for tablets. An IMEI block can be done via our customer care team
  • The 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 the device.


Is there a cost or excess to pay?

You will need to pay the following amounts to make a claim for Device Protect Insurance. Payment can be made either via credit card or on your Optus bill.

 

Standard Devices

Premium Devices*

Accidental damage or
eletronic breakdown / failures

$100

$150

Lost / Stolen

$200

$250

*For a full list of Premium devices, see www.optus.com.au/insurance. A copy of this list can be obtained from the Customers Claim Unit on request at no charge.


How do I follow up on a claim?

You can check the progress of your claim by contacting the Customer Claims Unit between 8am & 6pm (Monday to Friday AEST). Please have your claim number and account details ready when you call us.

Open 24/7 - Free call from a Roaming Optus Mobile.

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FAQs

A. Device Protect can only be purchased at the point you obtain your new device (buying or leasing a mobile, or buying a tablet) from us, whether you get it online, in store or over the phone.

A. Yes, you are covered for up to $600 of unauthorised use of the device in the 12 hours immediately prior to you notifying Optus of it being lost or stolen. It's a good idea to set a PIN code on the device to prevent anyone using it if it's lost or stolen.

A. Yes, accessories provided with the device, or any replacement of those accessories (such as chargers, head phones, hands free or booster kits) are covered. Wearable devices such as smart watches, fitness activity trackers, cellular connected wearables or any items purchased separately are not included.

A. Yes, the device is covered if it is lost, stolen or accidentally damaged while travelling internationally.

A. An “excess fee” is an amount that you need to pay when making an insurance claim. The excess amount varies depending on the claim type and the type of device insured.

A. For Standard devices, you need to pay an excess fee of $100 for each damage claim or an excess of $200 for each lost or stolen claim.

For Premium devices, you need to pay an excess fee of $150 for each damage claim or an excess of $250 for each lost or stolen claim.

A. Premium devices are those that are specified in the Premium device list that can be found at www.optus.com.au/insurance.

A. Just call us on this contact number OR if overseas on this number. Our claims team will handle it from there.

Call us on

Call us on Open 24/7 - Free call from a Roaming Optus Mobile

A. If the device is lost or stolen, subject to market availability and geographic location, a replacement device will be available to you within 2 business days of your claim being approved.

If the device is damaged, it is likely to be repaired or replaced within 5-10 business days of your claim being approved. Please talk to our store staff to arrange a loan phone during this period.

The claims team will advise you on the pick-up and delivery options for the device. Replacement device could be either an as new or refurbished device.

A. Sorry, at this point in time we only offer insurance to customers on a plan.

A. You are able to cancel at any time and only have to pay premium up to the point of cancelation.

A. If you purchase a device, your insurance cover is monthly renewable on the payment of a premium of $14 per month. You can cancel your cover at any time and only pay premiums up to the date of cancellation.

If you lease a device, your insurance cover will expire when your lease ends, up to a maximum of 24 months, or if any $14 instalment remains unpaid for 14 days. The total insurance premium payable is $336 total premium for 24 months’ cover. Your cover is cancellable at any time and you won’t have to pay any further instalments if your lease ends.

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