Premium Care Mobile Insurance

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)

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

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 mobile phones that can be purchased and insured under Premium Care, view our range of mobile phones and tablets. Please note that other handsets and tablets may be eligible. To check, contact your nearest Telstra store or call 1800 303 302.

Claims Excess

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

Standard Excess – applies to all claims

Additional Excess – only applies in specific circumstances

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.

Telstra Premium Care – Mobile Insurance is provided by CGU Insurance², one of Australia's largest intermediary-based general insurers with a history of protecting Australians for almost 160 years.

CGU subscribes to the General Insurance Code of Practice.

Further information:

Telstra Premium Care – Mobile Insurance Combined Financial Services Guide / Product Disclosure Statement (Correct as at April, 2012) (PDF, 401kB)
Extra Benefits Terms and Conditions (correct as at April, 2012) (PDF, 248kB)
How your complaint will be managed flyer (correct as at May, 2011) (PDF, 215kB)
How your complaint will be managed flyer (correct as at May, 2011) (RTF, 131kB)

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.

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