Everything you need to know about Optus mobile insurance

It may not be offered anymore, but here’s everything existing Optus mobile insurance customers need to know about their ongoing product subscription.

May 30, 2022
3 min read

Like Telstra and Vodafone, Optusdoesn’t offer device insurance anymore. Still, any existing Optus customers on a Postpaid mobile plan who bought into the Optus Device Protection Insurance program before its cut-off date are still covered.

While it won’t help you get Optus mobile insurance, if you’re in the market for a Postpaid mobile plan from Optus, check out popular picks below.

Why telcos don’t offer mobile insurance anymore
Vodafone, Telstra and Optus don’t offer mobile insurance programs anymore. What gives? As it turns out, it’s less some bizarre telco conspiracy and more to do with regulation changes in 2021. The Australian Securities and Investments Commission (ASIC), Australia’s financial-markets regulator, published guidance in 2021 following the Financial Services Royal Commission, which impacted add-on insurance products, like those offered by telcos. That’s why you won’t see them anymore.

Optus Device Protect Insurance

For those Optus Postpaid mobile customers who got in ahead of the 5 October 2021 cut-off, you can still take advantage of the insurance perks. The monthly premium for those customers is $14 a month for standard devices and $19 a month for premium devices. These two cover most devices, but Optus also outlined excluded devices:

  • Samsung Galaxy Fold 4G
  • Samsung Galaxy Z Flip 4G
  • All Samsung Galaxy A21 models
  • Samsung Galaxy Tab A7
  • Samsung Galaxy A52 5G
  • Samsung Galaxy A32 5G
  • Oppo A54
  • Samsung Galaxy A12
  • Motorola G8 Power Lite
  • All manufacturers and models of routers and WiFi modems
  • All manufacturers and all models of smart watches
  • All manufacturers and all models of fitness activity trackers
  • All manufacturers and all models of cellular-connected wearables

What’s included with Optus Device Protect Insurance?

Any eligible device that’s accidentally damaged, lost or stolen—both in Australia and overseas—is covered by Optus Device Protection Insurance. Additionally, stolen or lost devices are covered for unauthorised use of service (up to $600) in the 48 hours leading up to you notifying Optus.

Standard devices are covered up to $2,000 of liability, less whatever excess is applicable to a claim, while premium devices are covered up to $3,000. Purchased devices are covered month-to-month, while leased devices are covered for 24 months but only to a max of two loss or theft claims.

In terms of excess fees, Optus customers with Device Protection Insurance pay $100 for accidental damage and $200 for lost or stolen standard devices. Meanwhile, those with premium devices pay $175 for accidental damage and $350 for lost or stolen smartphones.

Which devices are covered with Optus Device Protect Insurance?

While Optus doesn’t outline the standard devices that are covered, it does have a list of premium devices and the effective dates from which they were covered.

Premium devices
Effective coverage date
iPhone X 64GbFrom 27 October 2017
iPhone X 256GBFrom 27 October 2017
iPhone XS 64GBFrom 14 September 2018
Phone XS 256GBFrom 14 September 2018
iPhone XS 512GBFrom 14 September 2018
iPhone XS Max 64GBFrom 14 September 2018
iPhone XS Max 256GBFrom 14 September 2018
iPhone XS Max 512GBFrom 14 September 2018
iPhone 11 Pro 64GBFrom 20 September 2019
iPhone 11 Pro 256GBFrom 20 September 2019
iPhone 11 Pro 512 GBFrom 20 September 2019
iPhone 11 Pro Max 64GBFrom 20 September 2019
iPhone 11 Pro Max 256GBFrom 20 September 2019
iPhone 11 Pro Max 512GBFrom 20 September 2019
iPhone 12 Pro 128GBFrom 23rd October 2020
iPhone 12 Pro 256GBFrom 23rd October 2020
iPhone 12 Pro 512GBFrom 23rd October 2020
iPhone 12 Pro Max 128GBFrom 7th November 2020
iPhone 12 Pro Max 256GBFrom 7th November 2020
iPhone 12 Pro Max 512GBFrom 7th November 2020
iPhone 13 Pro 128GBFrom 24th September 2021
iPhone 13 Pro 256GBFrom 24th September 2021
iPhone 13 Pro 512GBFrom 24th September 2021
iPhone 13 Pro 1TBFrom 24th September 2021
iPhone 13 Pro Max 128GBFrom 24th September 2021
iPhone 13 Pro Max 256GBFrom 24th September 2021
iPhone 13 Pro Max 512GBFrom 24th September 2021
iPhone 13 Pro Max 1TBFrom 24th September 2021
Samsung Galaxy S10+ 128GBFrom 8 August 2019
Samsung Galaxy S10+ 512GBFrom 8 August 2019
Samsung Galaxy Note 10+ 256GBFrom 8 August 2019
Samsung Galaxy Note 10+ 5G 512GBFrom 8 August 2019
Samsung Galaxy S10 5GFrom 27 September 2019
Samsung Galaxy S20 5G From 6 March 2020
Samsung Galaxy S20 Plus 5GFrom 6 March 2020
Samsung Galaxy S20 Ultra 5GFrom 6 March 2020
Samsung Galaxy Note 20 5GFrom 21 August 2020
Samsung Galaxy Note 20 Ultra 5GFrom 21 August 2020
Samsung Galaxy S21 Ultra 5GFrom 15 January 2021
Samsung Galaxy S21 Plus 5GFrom 15 January 2021
Oppo Find X3 Pro 5GFrom 1 April 2021
Samsung Galaxy Fold 2 5GFrom 21 June 2021
Samsung Galaxy Z Flip 5GFrom 21 June 2021
Samsung Galaxy Z Fold 3 5GFrom 21 June 2021
Samsung Galaxy Z Flip 3 5GFrom 12 August 2021

Optus also notes that any accessories provide with a device are also covered, including chargers, headphones, hands-free and/or booster kit

How to make an Optus Device Protect Insurance claim

The first step to making an Optus Device Protect Insurance claim is ensuring you have valid insurance at the time of the claim. If you’re unsure about this, contact Optus on 133 937. Assuming you do have valid coverage, let Optus know within 30 days of the occurrence of accidental damage, theft or loss of an eligible device.

Make note of the details surrounding the incident because Optus requires a statement that includes an explanation as well as the time and date of the occurrence. Regardless of the type of claim, you’ll need to provide your specific International Mobile Equipment Identity (IMEI) number, which you can source a few different ways:

  • Call Optus customer service on 133 937.
  • Finding it on your original device packaging or proof of purchase.
  • For damaged devices, on the back of your phone or beneath the battery.

Call Optus on 1800 501 971 to start the claim process, which takes around 10 minutes to complete. Damaged device claims are typically processed in five to seven business days, but this may extend if the device has a damaged battery. Lost and stolen-device claims take around 48 hours once approved for a replacement device to be sent to your nominated store. The Customer Claims Unit operates Monday to Friday between 8:00am and 6:00pm AEST, 9:00am to 6:00pm on Saturday and 10:00am to 6:00pm on Sunday.

Damaged-device claims involve the smartphone being handed in at an Optus store, so you should back up sensitive information if possible. While you’re there, discuss a temporary loan phone with the Optus store representative to find out if you’re eligible.

Lost or stolen devices require the reporting of the IMEI number so Optus can block the smartphone at a device level and temporarily suspend your Optus SIM to avoid unauthorised usage. Optus also advises reporting a lost or stolen device to the police, and you may be asked for details from the police report.

If you don’t want to call, you can fill out an online claim form. Contact Optus if you’d like to cancel your Device Protect Insurance.

Nathan Lawrence
Written by
Nathan Lawrence
Nathan Lawrence has been banging out passionate tech and gaming words for more than 11 years. These days, you can find his work on outlets like IGN, STACK, Fandom, Red Bull and AusGamers. Nathan adores PC gaming and the proof of his first-person-shooter prowess is at the top of a Battlefield V scoreboard.

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