FREQUENTLY ASKED QUESTIONS
Device Insurance
How do I log an insurance claim?
You can submit your claim on our website: https://www.vodacom.co.za/vodacom/services/insurance/insurance-submit-claim
If your device is lost or stolen:
- Call 082 135 to block your SIM card and blacklist your device
- Make sure you obtain an ITC reference number when you blacklist your device. This number will enable you to obtain a police case number.
- Once you have the ITC number, report the loss to the police and record the police reference number
If your device is damaged:
- Take the device to your nearest Vodacom Repair Centre. They will provide a report advising if the device is repairable.
- Alternatively download the claim form and complete it, providing all the information needed. This will speed up the claims process.
- Send the form to us, and one of our consultants will contact you for assistance. Please remember to give us your contact details. You can fax it to 011 546 9000 or email [email protected]
Please note:
- If the device cannot be repaired, it then becomes the property of the insurance company and must be handed over on collection of your replacement. Your new device will automatically be covered under the existing policy
- Your claim will only be paid if the SIM card listed on your insurance policy was in use at the time the incident was reported
How do I update/change my insurance information?
Call Customer Care on 082 1952
You can only cancel/change your insurance policy by contacting Customer Care on 082 1952.
You cannot cancel your insurance at any of the dealer or franchise stores.
You should check if your details are updated when:
- You have done an upgrade
- You make a claim
- If there are any changes to your personal/device details
How can I get insurance?
Vodacom cellphone insurance is available to all Contract, Top Up and Prepaid customers.
To get Vodacom insurance you can:
- Visit our Vodacom Insurance Website
- Call Finrite on 0821952
As a Prepaid customer, you can get your device insured within 7 days of purchase. You must supply us with proof of purchase of your device as well as valid banking details for a monthly debit order to be set up for the payment of your monthly insurance premium.
As a Contract or Top Up customer, you can insure your new/upgraded device within 30 days of purchase. Your monthly insurance premium will be added to your monthly Vodacom bill. A separate debit order cannot be set up to pay for your insurance.
Your Vodacom cellphone insurance policy remains active as long as your premiums are kept up to date. All premium payments must be up to date before any claim can be paid out by Vodacom.
We do not insure cellphones bought or contracted through other network operators.
Please note: Prepaid customers cannot insure their devices with Vodacom after the first 7 days of purchase.
What is not covered by Vodacom cellphone insurance?
- Accessories:
- Car kits
- Pouches
- Earphones
- Spare batteries
- Charges
- Battery failure
- Outstanding contractual obligations
- Out-of-box failures and any other faults that are covered by manufacturer's warranties
- Devices used with another SIM card not listed on your policy schedule
- Does not cover the reconstruction or recovery of data.
What happens if I do not pay my insurance premium when due?
If your debit order is returned as unsuccessful or your monthly insurance premium is not paid, you have 30 days from the date the premium was due to make the outstanding payment, in order to keep your policy valid.
Payments not received within this time will result in your insurance cover being cancelled.
Your Vodacom cellphone insurance policy remains active as long as your premiums are kept up to date.
We will only accept a claim if all insurance premiums to date are paid in full.
If I change my device, does this impact my Vodacom insurance policy?
Yes, it may have an impact on your insurance policy.
- Vodacom will not cover any other device because your insurance contract with Vodacom is based on the specific device that is listed on your policy schedule.
- You will have to inform Vodacom on 0821952 of this change in order for them to update your insurance policy accordingly. This may
- However, if you changed your phone by upgrading your existing contract in a Vodacom store, your new device will automatically be covered and your old device will no longer be covered.
- This will also result in a change in your insurance premium since the premiums are determined by the value of the phone.
- Further to this, remember that your insurance cover will only be valid if the SIM card listed on your policy schedule was being used in your insured device at the time of loss, damage or theft.
What happens to my insurance if I port my number to another service provider/network?
- Your insurance cover will expire upon cancellation of your contract, which happens automatically when your number is ported out from our Vodacom network.
- You must re-apply for insurance cover if you decide to port your number back to Vodacom.
- Your insurance is only valid for a device containing a Vodacom SIM card.
What does Vodacom cellphone insurance cover?
Vodacom cellphone insurance will cover you if your cellphone is lost, stolen or damaged. Your premium is based on the value of your device.
If you have multiple cellphone devices, you can take out Vodacom insurance for each device that has its own Vodacom SIM card.Your insurance cover is only valid if the listed SIM card is used in the insured cellphone at the time of loss, damage or theft.
Vodacom cellphone cover starts from as little as R20 per month, depending on the value of your cellphone and the type of cover selected.
Vodacom offers the following types of insurance cover:
- Comprehensive insurance cover for loss, theft and any type of damage to the device
- Accidental damage cover for any type of damage only, including liquid damage to the device
How do I know if my device is insured?
Once you’ve successfully signed up for device cover, you will receive a confirmation email or SMS within 48 hours.
You will also receive an original policy document via post or email, including terms and conditions, within 30 days of your insurance purchase.
Find out more
Visit the Vodacom website for more information about device insurance.