Everything you need to know about Optus mobile insurance

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.

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

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.

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.

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

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.