Premium Care Mobile Insurance

As at 16 September 2013, Telstra will no longer sell Telstra Premium Care - Mobile Insurance to consumer customers. As at 1 October 2013, Telstra Premium Care – Mobile Insurance policies will no longer be renewed for consumer customers and such cover will end on the date stated in a relevant notification SMS/letter.

At least 14 days before the policy is due for renewal, consumer customers will receive an SMS/letter directly from CGU informing them that their policy will no longer be renewed and the date at which the policy will expire. Insurance cover will cease with effect on and from the date specified in the SMS/letter.

If you have any questions regarding the non renewal of your policy, please visit our FAQ guide for more details.

Telstra Premium Care – Mobile Insurance will still be available to Telstra Business and Telstra Enterprise and Government customers. If you have any questions or wish to purchase Telstra Premium Care – Mobile Insurance, please contact your Telstra Sales Representative.

Telstra Premium Care – Mobile Insurance (issued by CGU Insurance Limited ABN 27 004 478 371 AFSL 238291 as insurer) can offer protection if your mobile phone or tablet is accidentally lost, stolen or accidentally damaged.

As at 16 September 2013, Telstra Premium Care – Mobile Insurance is only available to purchase by Telstra Business and Telstra Enterprise and Government customers who have a Telstra Post-Paid mobile or tablet with an approved Post-Paid device1, provided the mobile or tablet was purchased in the last six months through a Telstra store, Telstra dealer or Account Representative (with proof of purchase) and is being used on the Telstra network.

How to claim

For claims call 1300 047 962

  • Features
  • Pricing
  • Claims
  • Product details
  • Tax invoice
  • Complaints
  • FAQ

Features

Telstra Premium Care – Mobile Insurance2 offers two types of cover:

Basic Cover – can insure your mobile phone against accidental loss, accidental damage and theft.

Smart Cover – can insure your mobile phone or tablet against accidental loss, accidental damage and theft, and can also provide protection against mechanical or electronic breakdown or failure in some circumstances.

Telstra Premium Care also includes the following Extra Benefits3 from Telstra:

  • Priority repair from our National Repair Centre.
  • Device replacement if it's repaired under warranty more than twice within a 24-month period since purchase.
  • Annual device health check service at selected Telstra Stores – 1 per year for Basic Cover and 2 per year for Smart Cover.
  • Priority access to a loan phone at Telstra Stores. (Not available on tablet devices)

Pricing

Choose the option that's got your mobile covered

Before making any decision about Telstra Premium Care – Mobile Insurance, you should consider the Telstra Premium Care – Mobile Insurance Combined Financial Services Guide / Product Disclosure Statement (PDF, 401kB). It contains important terms and conditions that apply.

Premium amounts will appear on your Telstra mobile bill each month.

Cover Choices

  Premium Care Basic Cover Premium Care Smart Cover
Monthly Premium (inc. taxes and charges) $9.95 $14.95
Cover Limit – Australia
Repair or replacement for accidental loss, accidental damage or theft* Up to $1,000 Up to $2,000
Cover Limits – Overseas
Repair or replacement for accidental loss, accidental damage or theft*
(must be arranged through Telstra on return to Australia)
Up to $400 Up to $800
And a choice of either
Cost to hire an equivalent temporary device while overseas Up to $300 Up to $500
OR
Purchase of an emergency handset while overseas Up to $50 Up to $100
 
Device accessories replacement
(where attached / part of handset under valid claim)
Up to $50 Up to $100
Unauthorised calls / Internet connections
(following theft or accidental loss for the 24 hour period before notifying Telstra)
Up to $400 Up to $800
Mechanical / Electronic Breakdown or Failure*^ Not covered Up to $2000

All cover amounts above describe the maximum amount claimable under the cover type for any one event.

* For repair or replacement not exceeding the cost to replace the handset with a similar model.
^ Cover excludes where mechanical / electronic breakdown or failure occurs after the first 2 years from original purchase or is under any manufacturer's voluntary warranty or guarantee or recall campaign.

Premium Care Smart Cover

Premium Care Smart Cover is the only cover option available for Smart Phones (being all Apple® iPhone™ models and generally phones with a touch screen and / or QWERTY keyboard) and 3G and 4G tablets (excludes Wi-Fi only tablets).

For all other mobile phones, both Basic Cover and Smart Cover options are available, depending on the level of cover you may wish to purchase.

For a list of eligible mobile devices that can be insured under Telstra Premium Care Mobile Insurance, view our range of mobile phones and tablets.

Claims Excess

Like most types of insurance cover, Premium Care – Mobile Insurance includes an excess payment.

Standard Excess – applies to all claims

  Premium Care Basic Cover Premium Care Smart Cover
Repairs $50 $75
Basic Device Replacement $100 $150
Smart Device Replacement N / A $250

Additional Excess – only applies in specific circumstances

  Premium Care Basic Cover Premium Care Smart Cover
Early Claims
Any claim made within 3 months from the date your policy is first issued.
$100 $150
Frequent Claims
For the second and all subsequent claims made within the same 12-month period.
$150 $250

Claims

Warranty

If your mobile phone or tablet has a defect (or develops a defect) which is covered by a standard manufacturer's warranty or rights under consumer laws, take it into a Telstra Store or place of purchase for assistance. Keep in mind that you cannot make a claim for mechanical failure under Smart Cover if your handset is still covered by a standard manufacturer's warranty or rights under consumer laws – in that case, please return your handset to your nearest Telstra Store or place of purchase for further assistance.

Make an insurance claim

If you need to make a claim, call our Premium Care Claims Team on 1300 047 962.

We're available from 9am to 5pm AEST Monday to Friday, and 9am to 1pm AEST on Saturday.

To lodge an insurance claim outside these hours, complete the online Claim Request Form and a claims Consultant may contact you for further information and assistance to settle your claim.

You will be required to provide certain details and fulfill certain conditions before your claim can be settled.

Tax invoice

To request a Premium Care – Mobile Insurance Tax Invoice:

If you require a tax invoice for your mobile handset insurance, SMS your Telstra Mobile Account Number to 0448 829 829 from the mobile phone billed on that account (charges may apply). You will then be sent your user name and password via return SMS.

Once you have received your user name and password you can access your Premium Care – Mobile Insurance Tax Invoice on your computer online via the CGU Insurance Tax Invoice System. The Tax Invoice will be available for you to print or download.

If you require a tax invoice for your tablet insurance, please contact our Mobile Insurance Specialist Team on 1800 304 568. You will then be sent your tax invoice for the period specified.

Complaints

Telstra is committed to providing you with the highest levels of customer service. Should you have an issue or a complaint about Premium Care – Mobile Insurance, we'll act to quickly and effectively resolve matters.

How your complaint will be managed

Step 1. Talk to Telstra first

Telstra will always aim to resolve your complaint in our first contact or response. However, if we need to investigate the matter, we'll aim to provide resolution or our action plan within 15 business days. We'll continue to provide you with regular updates so that you're aware of what's happening with your complaint.

Every complaint will be assigned a reference or 'SR' number, which you should quote in all further communications with us about your complaint. This number is your assurance that your complaint is being formally managed, and will help our consultants to access the details quickly if you call again. You should make a point of asking for an SR number in your first call.

See more information about How to make a complaint

Step 2. Have your complaint reviewed by the relevant CGU Insurance dispute resolution area.

If you're not satisfied with our investigation or resolution of your complaint, it will be escalated to CGU Insurance. CGU will treat your complaint as a 'Dispute' which will be managed by the relevant Dispute Resolution Area. A CGU staff member will liaise with you in relation to your dispute and review your dispute to provide you with a final decision in writing, usually within 15 business days.

Step 3. Seek an External Review of the decision

If you're unhappy with CGU's decision, you may want to seek an external review. The relevant dispute resolution area's letter outlining its decision will provide you with information on external review option(s), such as, if appropriate, referring you to the dispute resolution scheme run by the Financial Ombudsman Service (FOS).

You can contact FOS by:

Phone: 1300 780 808
Fax: 03 9613 6399
Mail: GPO Box 3 Melbourne VIC 3001
Email: info@fos.org.au
Website: www.fos.org.au

FAQ

Q: How do I check that I am a consumer customer and that this affects me?
A: If you are a consumer customer, your account number will contain 13 digits. Your account number can be found on the first page of your bill. Your bill will also show if you have Telstra Premium Care – Mobile Insurance activated against your service.

Q: I’ve just received an SMS/Letter about Telstra Premium Care Mobile Insurance and the non-renewal of my policy. What is this for?
A: As at 16 September 2013, Telstra and CGU will no longer sell Telstra Premium Care – Mobile Insurance to consumer customers. As at 1 October 2013, all Telstra Premium Care – Mobile Insurance policies will no longer be renewed for consumer customers and such cover will end on the date stated in the relevant notification SMS/letter.

Q: What notification will I receive?
A: At least 14 days before the policy is due for renewal you will receive an SMS/letter directly from CGU informing you that your policy will no longer be renewed and the date at which your policy will expire. Insurance cover will cease with effect on and from the date specified in your SMS/letter.

Q: I have a business plan, can I still purchase Telstra Premium Care – Mobile Insurance to protect my mobile device?
A: Yes. Telstra Premium Care – Mobile Insurance is still available to purchase for all business customers. Please contact your Telstra Sales Representative for more information.

Q: What if I need to make a claim?
A: If you need to make a claim for an incident that occurred while your policy was active, simply contact us on 1300 047 962. Claims payable are subject to the terms of the Product Disclosure Statement located at www.telstra.com/premiumcare

Q: I have a claim in progress, what will happen?
A: Your claim will progress as normal. If you have any questions regarding your claim, please contact us on 1300 047 962.

Q: Will I be charged any additional fees in relation to the non-renewal of my Telstra premium Care Mobile Insurance policy?
A: No.

Q: What do I need to do?
A: Nothing. Your policy will expire and cover will cease with effect on and from the time and date stated in your notification SMS/letter. Telstra will automatically remove Premium Care - Mobile Insurance from your account and it will no longer appear on your bill.

Q: Is Telstra offering an alternative insurance product?
A: No. As at 16 September 2013, Telstra will no longer be offering insurance to any consumer customer. If you have any questions or concerns, please feel free to contact our Mobile Insurance Specialist Team (1800 304 568)
 

Things you need to know

  1. Telstra Pre-Paid customers with a prepaid mobile handset, or any mobile broadband data card or embedded laptop on the Telstra network are ineligible to purchase Telstra Premium Care – Mobile Insurance.
  2. Telstra Premium Care – Mobile Insurance is issued by CGU Insurance Limited ABN 27 004 478 371 (AFSL 238291) as insurer. Telstra is the authorised representative of CGU Insurance and any financial services that Telstra provides are provided on behalf of CGU Insurance and not by Telstra on its own behalf. This information is of a general nature and is subject to policy limits, terms, conditions and exclusions. For full details of your mobile insurance cover please refer to ' Telstra Premium Care – Mobile Insurance Combined Financial Services Guide and Product Disclosure Statement'. This is general advice only and does not take into account your individual objectives, financial situation or needs ('your personal circumstances'). Before using this advice to decide whether to buy this insurance policy, you should consider the appropriateness of it having regard to your personal circumstances. View the combined Financial Services Guide / Product Disclosure Statement.
  3. The Extra Benefits are provided by Telstra at no extra cost and are separate from the Mobile Insurance component of Telstra Premium Care issued by CGU Insurance Limited. View the full terms and conditions relating to the Extra Benefits Terms and Conditions. The Extra Benefits apply in addition to any statutory warranties or consumer guarantees you are entitled to under the law.

Apple is a trade mark of Apple, Inc., registered in the US and other countries. iPhone is a trade mark of Apple, Inc.

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