Peace of Mind for Your New Mobile or Tablet

Life is good with a new mobile phone or tablet.

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.

Protect your new device so that you can live worry-free, and get back to doing the things you love.

Please note that replacement equipment may include remanufactured or used equipment.

Insurance Products no longer available for new customers

  • Device Protect version 3 launched 25 October 2017 and sold until 3 June 2018
  • Device Protect version 2 launched 4 May 2017 and sold until 24 October 2017
  • Device Protect version 1 launched 19 June 2016 and sold until 4 May 2017
  • Optus Yes Cover
  • Optus Device Insurance (Smart and Standard)
  • Optus Mobile Insurance (Smart and Standard)
  • Safeguard Insurance
View Details

Why Insure With Device Protect?

Life's little accidents can happen. With Device Protect, we will assess your claim quickly so 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.
  • Cancel any time. You're not locked into the insurance contract for the term of your plan with Device Protect.
  • 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.

What's Covered?

If the device is lost, stolen or accidentally damaged, whether in Australia or while travelling overseas, you're covered.

If the 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 full details, download a copy of the Product Disclosure Statement (PDS).




How much does it cost and what does it cover?

DEVICE PROTECT
DEVICE PROTECT
 
Standard Devices
Premium Devices


Monthly Premium2,3
$14
$19
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
 
Standard Devices
Premium Devices


Limit of liability
$2000
$3000

(less the excess applicable to the claim)
Unauthorised usage
Up to $6001
(for the 12 hours prior to notifying Optus of the claim)
 
Purchased Devices
Leased Devices


Policy term
Month-to-month2
24 months, subject to maximum 2 loss/theft claims







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
1 Liability amounts are GST inclusive
2 If you purchase a device, your insurance cover is monthly renewable on the payment of $14 per month for Standard Devices and $19 per month for Premium Devices. You can cancel your cover at any time. We reserve the right not to offer renewal.
3 If you lease a device, your insurance cover will expire when your lease ends, up to a maximum of 24 months unless cancelled or terminated earlier (the policy will terminate upon the settlement of a loss or theft claim for the second time). OIS will cancel your insurance cover if an instalment remains unpaid for 30 days. The total insurance premium payable is $336 total premium for 24 months’ cover for Standard Devices and $456 total premium for 24 months’ cover for Premium Devices. You can cancel your cover at any time and you won’t have to pay any further instalments if your lease ends.

 

What is my excess? What are Premium vs Standard devices?

The amount of excess you pay per claim is dependent on the claim type and the type of device you are insuring. You must pay the following first amounts when you make a claim:

Excess
 
Standard Devices
Premium Devices
Accidental Damage or electronic breakdown/failures
$100
$150
Lost/stolen
$200
$250


Premium Devices include:

Device
Effective date
iPhone X 64GB

iPhone X 256GB
From 27 October 2017
iPhone XS 64GB

iPhone XS 256GB

iPhone XS 512GB
From 14 September 2018
iPhone XS Max 64GB

iPhone XS Max 256GB

iPhone XS Max 512GB
From 14 September 2018

All Optus Devices (as defined in the PDS) which are not in the Premium Device list are considered Standard Devices.

HOW DO I BUY 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.

You can get a copy of the Product Disclosure Statement (PDS) in store or download a copy of the Product Disclosure Statement (PDS).

Call Optus Customer Service 1300 300 937

Find your local Optus Store

Shop phones    Shop tablets




How Do I Make A Claim?

TO HELP US ASSESS YOUR CLAIM AND MAKE THE PROCESS AS SMOOTH AS POSSIBLE HERE IS WHAT YOU NEED TO KNOW & 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 occurred. 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.

FREQUENTLY ASKED QUESTIONS

q
WHEN CAN DEVICE PROTECT BE PURCHASED?
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.
 
q
AM I PROTECTED FROM UNAUTHORISED USE IF THE DEVICE IS STOLEN?
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.
 
q
ARE THE ACCESSORIES COVERED AS WELL?
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.
 
q
IS THE DEVICE COVERED WHILE TRAVELLING OVERSEAS?
a
Yes, the device is covered if it is lost, stolen or accidentally damaged while travelling internationally.
 
q
WHAT IS AN EXCESS FEE?
a
An “excess fee” is an amount that you need to pay when making an insurance claim. Note that the excess amount varies depending on the claim type and the type of device insured.
 
q
DO I NEED TO PAY MORE IF I CLAIM MORE THAN ONCE?
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, the excess is $50 more, in both cases.

If you lease a device, the policy will terminate upon the settlement of a loss or theft claim for the second time.
 
q
WHAT IS A PREMIUM DEVICE?
a
Premium devices are those that are specified in the Premium device list which appears in the Insurance section of the Optus website.
 
q
HOW CAN I MAKE A CLAIM?
a
Please refer to the section “HOW DO I MAKE A CLAIM?
 
q
HOW QUICKLY WILL I GET BACK ON TRACK IF SOMETHING GOES WRONG WITH THE DEVICE?
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.

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.
 
q
IF I’M A PREPAID CUSTOMER CAN I PURCHASE DEVICE PROTECT?
a
Sorry, at this point in time we only offer insurance to customers on a plan.
 
q
CAN I CANCEL DEVICE PROTECT AT ANY TIME?
a
You are able to cancel at any time and only have to pay premium up to the point of cancellation.
 
q
WHAT IS THE TERM OF MY INSURANCE COVER AND WHEN CAN I CANCEL IT?
a
If you purchase a device, your insurance cover is monthly renewable on the payment of $14 per month for Standard Devices and $19 per month for Premium Devices. You can cancel your cover at any time. We reserve the right not to offer renewal, including if we believe there has been fraudulent conduct, lack of good faith or if the customer’s claims history indicates an unacceptable level of risk.

If you lease a device, your insurance cover will expire when your lease ends, up to a maximum of 24 months unless cancelled or terminated earlier (the policy will terminate upon the settlement of a loss or theft claim for the second time). OIS will cancel your insurance cover if an instalment remains unpaid for 30 days. The total insurance premium payable is $336 total premium for 24 months’ cover for Standard Devices and $456 total premium for 24 months’ cover for Premium Devices. You can cancel your cover at any time and you won’t have to pay any further instalments if your lease ends.
 
 

The issuer of Optus Device Protect is Optus Insurance Services Pty Ltd for which Optus Mobile Pty Ltd is acting as an authorised representative

You are obtaining insurance for the insured device for $14 per month (if you have a Standard Device) or $19 per month (if you have a Premium Device), which includes GST. You can cancel your cover at any time and only pay premiums up to the date of cancellation.

If you purchased your device, please note that we reserve the right not to offer renewal of your monthly policy, including if we believe you have engaged in fraudulent conduct, a breach of the duty of utmost good faith or if your claims history indicates an unacceptable risk.

If you are leasing your Device, there is a limit of two loss or theft claims during the term of your policy.

If you lease the device, the monthly payments are equal instalments of the $336 total premium (for a Standard Device) or $456 total premium (for a Premium Device) for 24 months' cover. You won't have to pay any further instalments if your lease ends

If you lease a device, that device and any replacement provided by Optus Mobile Pty Ltd to you in response to a claim is owned by Optus Mobile Pty Ltd

Insurance cover is subject to the terms and conditions contained in the Product Disclosure Statement

If you take out 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.

If you lease the device, your insurance cover will expire when your lease ends, up to a maximum of 24 months, or if any monthly premium instalment remains unpaid for 30 days

Also, just a heads up - excess charges will apply to different types of claims. A higher excess applies for Premium Devices.

If you have any questions, the customer claim unit is more than happy to help.