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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. 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.
