How to make a claim

If your handset or tablet is:

Lost or stolen

Step 1

Note: This step is only applicable to a mobile handset. Contact your service provider within 12 hours to block your IMEI and SIM.

  1. Your service provider should have your IMEI on record otherwise you can locate the IMEI via your contract, purchase receipt or the handset original packaging/box.
  2. Remember if you've had your handset swapped under warranty than you may have a new IMEI, refer to your warranty documents.
  3. You can check if your IMEI is blocked via the Mind You Mobile Website http://www.lost.amta.org.au/.
  4. A claim will not be paid until the IMEI is successfully blocked which your network will arrange once you request it.

Step 2

Notify the police of the theft or loss. Risk Insure will require a Police Reference Number to progress your claim. If your theft or loss is a result of a criminal offence you will require a hard copy police report.

  1. NT, SA, WA, ACT, NSW - Call 131 444
  2. VIC, TAS, QLD - Contact your local Police stations

Step 3

Contact Risk Insure in order to place your claim.

  1. Contact the Risk Insure friendly Mobile Claims Team on 1300 720 082 Monday to Friday 09.00am – 06:00pm EST. Please note Risk Insure is closed on all national public holidays and weekends.
  2. Alternately fill out the Online Claim Form and a Risk Insure Claims Consultant will be in touch within 1 business day to progress your claim.

Step 4

Please note there is an applicable Excess to all Mobile Insurance claims, please refer to your Product Disclosure Statement for your applicable claim excess. The excess will only be collected by your Risk Insure Case Manager once your claim is successfully approved.

Damaged

Step 1

Contact Risk Insure in order to place your claim.

  1. Contact the Risk Insure friendly Mobile Claims Team on 1300 720 082 Monday to Friday 08.30am – 05:30pm EST. Please note Risk Insure is closed on all national public holidays and weekends.
  2. Alternately fill out the Online Claim Form and a Risk Insure Claims Consultant will be in touch within 1 business day to progress your claim.

Step 2

Please note there is an applicable Excess to all Mobile Insurance claims, please refer to your Product Disclosure Statement for your applicable claim excess. The excess will only be collected by your Risk Insure Case Manager once your claim is successfully approved.

Complaints and Dispute Resolution

If You are dissatisfied with Our services – Call RISK INSURE on 1300 720 082 or write to RISK INSURE's Customer Relations Department, PO Box 7087 Hutt Street, Adelaide SA 5000.

If We are unable to resolve the matter for You, We will treat it as a complaint and take steps to resolve Your matter as soon as possible.

Internal dispute resolution

If We haven’t resolved Your matter to Your satisfaction, at Your request (refer to contact details provided for under “Complaints and Dispute Resolution”), We will escalate Your complaint for review by Our Internal Disputes Resolution team. After full consideration of the matter a written response will be provided that will outline the decision reached and the reasons for the decision.

External Dispute Resolution

In the unlikely event that Your complaint is not resolved to Your satisfaction, or a final response has not been provided within 45 days, You may refer the matter to the Australian Financial Complaints Authority (AFCA) subject to its terms of reference, which acts as Our external dispute resolution provider. AFCA is an independent body and its service is free to You.

AFCA can be contacted on:

  Online: www.afca.org.au
  Email: info@afca.org.au
  Phone: 1800 931 678
  Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001