How do I make a claim?
To help us access your claim and make the process as smooth as possible, here is what you need to know and provide:
You must have valid insurance at the time of your event - If you have any queries about this please contact Optus Customer Service on 133 937
You must notify us of all claims within 30 days of the occurrence of the event or accident causing the loss or damage. Please note there are additional requirements for notifying us within 48 hours if your device has been lost or stolen (details below)
We require incident information, this includes a statement regarding what has happened to your device and the date and time when it occured. Our team will ask you questions to capture this information.
For any claim to be considered as valid there must be a defined event/cause
For all claims regardless of whether it is lost, stolen or accidentally damaged we need you to provide your IMEI number. You can obtain this in the following ways
- By calling Optus Customer Service 133 937
- On your original packaging/proof of purchase
- On the device itself - this is often on the back of the phone or under the battery
How long does it take and what do I need to pay?
If you call us to lodge your claim the initial call/assessment takes roughly 10 minutes however, there may be further assessment required and this can take longer
Damaged claims generally are processed within 5-7 business days however if devices have battery damage this timeframe can increase due to shipment being by road
Lost/Stolen claims once approved take approx. 48 hours for your replacement device to reach the store you nominate
All claims have an applicable excess please refer to your applicable PDS
Information for specific claim types. Once you have the information required you can lodge your claim by calling the Customer Claims Unit within 30 days of the event on 1800 501 971 (+61 2 8082 5678 from overseas) between 8am and 6pm Monday to Friday NSW Standard Time, or use the link below to submit an online claim
Accidental damage
For damaged claims you will need to hand your phone in to an Optus store, this is sent off to our service centre and depending on the make and model of your phone will either be repaired or replaced with a remanufactured phone
Before you hand this in please back up the data on your device as through the process this is cleared from the phone for your privacy
If you require a device to use while yours is repaired you can discuss this with your local Optus store. Loan Phones aren't available for every claim and take time to be ordered in so the store will advise you if you are eligible
If you have covered off all of the requirements you can lodge your claim online now
Lost or stolen
For stolen claims within 48 hours of the event you must -
Report it to Optus - (133 937 or +61 2 8082 5678 if calling from overseas) so the IMEI can be blocked and your SIM temporarily suspended to avoid unauthorised usage
Report it to the police - They will assist you in making a police report. Give the police full details of when and where it was lost or stolen, plus the device make and model number along with serial number (also referred to as IMEI or ESN number). You will be asked for details of the police report when you make a claim.
Please note - claims are subject to assessment timeframes and our team will notify you of this
If you have covered off all of the requirements you can lodge your claim online now