Help and Support
Find answers to commonly asked questions
Frequently Asked Questions
Q. What is gadget insurance?
Gadget insurance may be a cost effective way to insure gadgets that are an important part of our everyday lives. It is only when something goes wrong that we truly understand a policy’s value, not only financially but personally as trying to sort out a repair or replacement device can be highly inconvenient and time consuming.
By purchasing Gadget Insurance you can protect yourself against the unexpected costs should your gadget become accidentally damaged.
If you purchase a Premium policy you can also protect yourself should the gadget be stolen. Premium cover protects not only the cost of the gadget itself but also additional costs such as unauthorised usage, up to $1000, which may otherwise leave you with a large phone bill to pay!
To find out how much a policy to cover your device costs, please click here to get a quote.
Q. What types of gadget does a Switched On Insurance policy cover?
For the purpose of this policy a gadget can be either of the following items: a mobile phone or a tablet device (a one-piece device with a touchscreen interface and no physical keyboard), purchased new or refurbished within the last six months. See FAQ “Is my gadget eligible for insurance” for further details.
If you are unsure as to whether your gadget can be covered, please contact Switched On Insurance via email at gadget.sales@switchedonInsurance.com.au
Q. Is my gadget eligible for insurance?
We can only insure a gadget that is a mobile phone or tablet device which is:
- purchased new or refurbished from an Australian company and supplied with a proof of purchase;
- registered and appears on your Policy Schedule; and
- no more than six months old at the time of purchasing insurance for the gadget.
Please note: The gadget must be in good condition and in full working order at the time of the initial purchase of the policy or at the time of replacing a gadget on your policy.
Second hand or used gadgets cannot be covered by this policy and gadgets must be purchased for less than $3000 to be eligible for cover.
Where your gadget is a mobile phone, we will only provide cover if the device has a functioning SIM registered at your address.
Q. What's the difference between refurbished and second hand?
You could say that refurbished and second-hand are the same; they have both been used and not bought new. Refurbished, however, differs from second-hand because refurbished goods are thoroughly tested for quality and function and, if necessary, parts are replaced or repaired.
Q. Do I need to supply a receipt if I make a claim?
In the event of a claim you will need to provide the proof of purchase of the gadget for which you are claiming such as an original receipt. This must be a printed document, or a similar electronic record that can be sent to us or displayed in its original format, from an Australian business. For fraud prevention reasons we are unable to accept handwritten receipts.
Such proof of purchase must evidence that you own that particular gadget, which should include the IMEI number or serial number (where applicable in respect of mobile phones and some tablet devices) and other identifying details where appropriate.
You will also need to provide the proof of usage (in respect of mobile phones) from your network provider that confirms the mobile phone has been in use since policy inception and up to the event giving rise to the claim. For other gadgets, such as a tablet, in the event of an accidental damage claim this may be determined through inspection by our repairer.
Q. What do I do if my gadget was provided free as part of a contract, e.g. my mobile phone?
If your gadget was provided to you as part of a contract, and you part paid, or the cost of the gadget was free to you, you will be required to provide evidence of the original order and/or contract under which the gadget was supplied.
To provide you with a quote, we need to know the retail value of your device. You can either select your device from the drop-down menu provided on the quote page, or you can enter the value of the device using the ‘Unlisted Model’ option.
Q. Can I cover my gadget if its used or second hand?
We are unable to cover used or second hand gadgets.
Q. Am I covered if my gadget was gifted to me?
To insure a gadget that has been gifted to you, we must be satisfied that we know the age of the gadget and understand its history. This means that we require:
- The original purchase receipt confirming that the gadget was purchased new or refurbished from an Australian business. The proof of purchase must contain:
- either the IMEI or serial number (whichever is applicable);
- the make and model; and
- the sale price;
AND - A signed letter from the original owner of the gadget(s) confirming that you now own the gadget(s). This letter must include the following details of your gadget(s):
- either the IMEI or serial number (whichever is applicable);
- the make and model;
- the sale price;
- confirmation that the gadget(s) were in full working order at the time of sale.
Q. Am I covered for mechanical breakdown?
We are unable to cover you for any breakdown of your gadget. If your gadget is within warranty, we advise you contact the retailer or manufacturer for assistance.
Q. Can I insure my gadget if I live outside of Australia?
Unfortunately, this is not possible. Our policies and the pages on this website are intended for use by Australian residents only.
If you are a UK resident and looking for gadget insurance, please visit our UK site - www.switchedoninsurance.com
Q. Who does my policy cover?
The main policy holder must be older than 18 years of age and a resident in Australia.
The policy extends cover to immediate family, including your spouse, partner or parents or your children, brothers or sisters who permanently reside in the same household with you that is shown on your policy.
Q. Is there an age restriction on the gadget(s) that I can insure on a policy?
Each gadget must be less than 6 months old from the date it was purchased as new (this is the date on the original purchase receipt).
Once you cover a gadget with us however you can continue to insure that gadget for as many years as you like by paying your premium each month or renewing your policy each year.
Q. What is covered under a Switched On Insurance gadget policy?
As we do not offer advice, we provide variable levels of cover so you can choose the product that best suits your individual requirements.
Below is a summary of the different hazards that can be covered (subject to the policy terms and condition, exclusions apply):
-
Accidental Damage - We will repair or replace your gadget if it is damaged as the result of accidental damage, including screen or liquid damage, providing the gadget is returned to us.
-
Malicious Damage - If your gadget is damaged through the intentional or deliberate actions of another party we will repair it. Where only part or parts of your gadget have been damaged, we will only replace that part or parts. Malicious damage caused by the insured or their immediate family is not covered.
-
Unauthorised Usage - If your gadget is stolen, and the theft is covered by your policy, we will refund the cost of unauthorised calls, messages and downloads made from it within 24 hours following the discovery that it was stolen up to a maximum of $1000. This cover only applies if there’s no protection from your network provider and where the theft is reported to the local police authorities and your network provider within 24 hours of discovering the incident.
-
Theft2 - If you suffer theft of your gadget we will replace it (in respect of a valid theft claim). You must report the theft of your gadget to your network provider within 24 hours of discovery so they can block your handset/item (where this is applicable). You must also report the theft of your gadget to the Police within 24 hours of discovery and obtain a police report reference number in support of a theft claim and a copy of the police report.
-
Worldwide Cover - Cover is extended to include use of the gadget anywhere in the world, for unlimited trips, up to a maximum 60 days per trip under a Standard policy or up to 90 days per trip under a Premium policy. No cover is provided for claims as a direct result of you travelling to a country where the Australian Government has advised against all travel, typically Level 3 and 4 designated countries. Please check the following website for travel advice provided by the Australian Government https://www.smartraveller.gov.au/consular-services/travel-advice-explained
-
Accessories - In the event of a claim being agreed by us in respect of your gadget, we will replace any attached accessories damaged or stolen at the same time as your gadget up to a maximum of, either the purchase price or $50, whichever’s the lesser. Accessories include, but are not limited to, chargers, protective cases, carrying cases and hands-free mounting kits, but excluding the SIM card or any item defined as a gadget or not purchased at the same time you purchased your gadget.
All of the above are subject to the policy terms and conditions, and cover limits. Exclusions apply.
Q. How do I purchase insurance?
Protecting your Gadget is quick and easy. Insurance can be purchased online with immediate cover, simply get a quote.
Q. How do I find out my IMEI number?
The IMEI (International Mobile Equipment Identification) number of your mobile phone or smart phone handset is a unique identification code that is specific to your handset alone. It can be obtained by dialling *#06# or by checking under the battery of your handset.
Q. How can I pay for my insurance?
You can choose to pay for your insurance by paying either an annual payment or by monthly payment.
Card payments and all other types of payment will be collected by Taurus Insurance Services Ltd (trading as Switched On Insurance). The name Taurus Insurance Services Ltd may appear on your credit or debit card statement.
Q. How soon will I receive my policy documents after purchasing a policy with you?
Your policy is instantly available for you to download once payment has been taken.
A link to download your policy documentation will also be sent to you via the email address you provide us. Please note that some internet providers may accidentally filter our automated e-mails as SPAM so please check your SPAM/junk folder if the e-mail has not been received. You can also login via the website and download your documents at anytime. If you are having trouble accessing your documents and need help, please email us at gadget.sales@switchedonInsurance.com.au and we will assist you.
Q. How do I get another copy of my policy documents?
Simply login to your account via the Switched On website or contact us and we will be able to send you a duplicate copy of your documents by email.
Q. What should I do if I replace my insured item (or one of my gadgets)?
You should contact us so that we can update your policy. Please see the contact us page for details.
Q. When does my insurance policy end?
Depending on whether you pay monthly or annually the following will apply:
Monthly policies: As per your Certificate of Insurance, if you have chosen a Monthly Policy it will continue until you cancel your policy with us by written confirmation. Your Certificate of Insurance additionally states that your policy will end if we do not receive your premium payments. This does not affect your 21 day cooling off period. Upon cancellation, cover will terminate at the end of the month for which you have paid your premium (subject to your 21 day cooling off period).
Annual policies: As per your Certificate of Insurance, if you have chosen an Annual Policy your period of insurance is 12 months from the date of purchase or renewal. Upon cancellation, cover will terminate immediately and providing you have not made a claim you will receive a pro rata refund of the premium (subject to your 21 day cooling off period).
Please note: If you do cancel your policy, your gadget will no longer be covered against any of the hazards that your policy covers.
Q. How do I cancel my policy?
Within the first 21 days of receiving the insurance documents (cooling off period) you may cancel your policy at any time without reason and receive a full refund, provided no claim has been made and you don’t intend to make a claim. You can do this by contacting Switched On Insurance by emailing gadget.sales@switchedonInsurance.com.au
After the cooling off period you can cancel your cover at any time by contacting Switched On Insurance by emailing gadget.sales@switchedonInsurance.com.au
If you pay your premium by monthly instalments, your policy will be cancelled at the next monthly anniversary of the date your policy commenced. There will be no refund of premium due.
If you paid your insurance premium as a single upfront payment (annual) and providing no claim has been made under the policy, you will receive a proportionate refund of premium based on the unused period of cover under the policy. Policy cover will cease from the date we receive your cancellation instruction.
To satisfy our obligations under the Australian Privacy Principles, a policy will only be considered as cancelled once we have verified the identity of the requester and confirmed either verbally or in writing that the cancellation request has been processed.
Please note that if you do cancel your policy, your gadget will no longer be covered against any hazards that your policy covers.
Q. Will my policy automatically renew after the 12 month period?
Yes, we will auto renew your policy. You will be contacted at least 30 days before the renewal date of your policy and we will tell you about any changes to the premium or the policy terms and conditions.
If you do not want to renew your policy, you just need to contact Switched On Insurance on the contact details provided in the renewal notice. If you do nothing then the renewal premium will be taken using the payment details provided at the time of the initial purchase. If your payment details have changed you will need to update your payment details before the renewal date to ensure your gadgets remain covered. Please contact us to do this.
Q. How do I make an insurance claim?
To make a claim you must notify the Claims Administrator as soon as possible following the discovery of the incident (or in the event of the incident occurring outside of Australia, as soon as reasonably possible upon your return to Australia).
Where there are exceptional circumstances causing your delay in reporting your claim and where there is no additional loss to us, your claim may still be considered.
Please read and follow our claims procedure to ensure your claim is processed with the minimum delay. Failure to observe these procedures may invalidate your claim.
For theft and malicious damage claims - you must notify the appropriate local police authority within 24 hours of discovering the incident and obtain a crime reference number and a copy of the police crime report. Should you be claiming for the theft of your mobile device you must also contact your network provider within 24 hours of discovering the incident to place a block on the gadget.
You can contact the Claims Administrator by calling -
By Phone:
Call the Claims Administrator on 1300 561 098
Monday to Friday 09:00 to 17:00 AEST
The team is also available via email or post -
By Email:
Contact the Claims Administrator at SwitchedOnInsurance.AU@assurant.com
By Post:
Mail the Claims Administrator at VSC, PO Box 246, Balwyn VIC 3103
Q. What is an excess?
This is the amount you have to pay if you decide to make a claim on your policy. The excess you pay is payable per gadget, per claim and is based on the sum insured as follows:
| Sum Insured | Standard Excess |
|---|---|
| $300 to less than $900 | $149 |
| $900 to less than $1,500 | $199 |
| $1,500 to less than $2,000 | $249 |
| $2,000 to less than $3,000 | $299 |
Q. How does an excess work?
If your gadget is dropped, the cost of repairing the damage might be $1,000. If the sum insured by your policy is $900 to less than $1,500, you’d pay $199 and the insurer would pay the remaining amount.
Q. What documents may be required to process my claim?
We may ask you to provide one or more of the following to help us process your claim.
Proof of Ownership
You must provide evidence to show that you own the gadget such as:
- Original Purchase invoice
- Contract Agreement from Network Provider (devices with SIM cards)
The document must include the make, model and IMEI (in respect of mobile phones) or serial number together with the date of purchase of the device and the business registration and taxation details.
Proof of Usage (gadgets with a SIM)
You must request confirmation of dates of usage for the gadget from your network provider. The proof of usage document should include the device make and model, IMEI number and confirm the date when the device was first and last used on that network.
Photographs of the Damage
Please provide photographs of your gadget (front/back and each side). These should be taken using another phone/camera. Please ensure that a front image is provided displaying the IMEI or serial number (where possible). To display the IMEI dial *#06#. Please also provide an image of each side and the back of your device.
Q. Can I make a claim on behalf of someone I know?
In order to make a claim on someone’s behalf you need authorisation from the policyholder (verbal or written) in order to comply with current Privacy legislation.
Q. What happens if an incident happens and the switched on call centre is closed, i.e. such as on the weekend?
You will need to contact the Claims Office on the next working day. For details on how to make a claim please visit our make a claim page which includes details of our call centre opening hours should you require any further assistance.
Q. How can I report theft or malicious damage to the police?
You should either contact the police station local to where the incident happened within 24 hours of the incident occurring. If the incident happens in another country then please visit the police station local to where the incident happened in that country.
Q. Do I need to report any theft of my phone to my network provider?
You need to report the theft of any mobile phone or SIM enabled tablet to your network provider and blacklist it within 48 hours of discovery. If you do not do this, we will be unable to approve your claim.
Q. How long will it take to receive a decision?
We will assess your claim and aim to approve it within 2 working days of receiving all requested documentation.
Q. How long will the repair take?
Once your claim is approved, we will contact you to advise on where to send your device for repair. Our repair centre will then aim to repair your gadget within five to seven business days of receiving the gadget. We will notify you if the repair period extends beyond this period.
Q. What if my gadget needs to be replaced?
If your gadget is deemed beyond economical repair and needs to be replaced, we will endeavour to replace it with an identical fully refurbished or new (where a refurbished item is not available) item. Should this not be possible we will replace it with a fully refurbished or new (where a refurbished item is not available) item of a comparable specification or the equivalent value.
Please note: it may not always be possible to replace your gadget with the same colour or finish, where this is not possible an alternative colour and/or finish will be provided.
Q. How do I make a complaint or raise a general query?
We welcome all queries and questions, please see our contact us page for more details.
If you wish to raise a complaint you can do so by:
- emailing us at customerfeedback@assurant.com; or
- calling us on 1300 654 611
General Queries
For general and sales queries:
Policy Holders
If you need to discuss or amend your policy:
Claims
To make or discuss an insurance claim with us: