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Help with making a Three Rescue™ claim

If you've got Three Rescue™ Damage Cover, you may be able to make a claim if your phone is damaged. If you have Three Rescue™ Full Cover, you may be able to make a claim if your device is lost, stolen, or damaged.

Please note, we no longer offer Three Rescue insurance policies. If you purchased insurance for your device after 6 March 2020, you’ll need to place a claim as part of our Three Insurance service.

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We cover the phone or tablet bought from Three that’s registered to your Three account.

Are you one of the customers who got a free laptop or dongle when you bought a Mobile Wi-Fi device before 7 September 2016? In this case, Three Rescue™ will only cover the Mobile Wi-Fi device. Check here for more details.

Cover

Three Rescue™ Damage Cover

Three Rescue™ Full Cover

Accidental damage, including cracked screens and liquid damage.

✓

✓

Malicious damage caused by someone who doesn’t have your permission to use the device.

✓

✓

Pet damage

✓

✓

Out-of-warranty breakdown

✓

✓

Loss

X

✓

Theft

X

✓

There are a few things you need to know before you make a claim. Make sure you read these carefully, as they’ll affect whether your claim's approved or not.

If you've been the victim of a crime, we recommend you report any stolen device to the police. Make sure you get a crime reference number.

Read the Three Rescue™ Terms and Conditions in full, so you know what you need to do, what's covered and what's not. You will receive a copy in the post after you purchase or view online here.

If you report a claim to us more than 90 days after discovering the loss, theft, damage or out of warranty breakdown, we’ll still consider your claim. But it may affect our ability to assess your claim and could, in some cases, result in it being declined.

You’ll need to pay the claim excess fee to complete your claim. The claim excess fee for your device is advised at the time of purchase and confirmed in your policy.

If your device has been lost, stolen, or damaged, and you need to make a Three Rescue™ claim, don't worry. It's really quick and easy to do.

First check that the circumstances of your claim are covered by your Three Rescue™ policy. Then you can make a Three Rescue™ claim online. You can also continue an existing claim if you've started one earlier.

Online: threerescue.co.uk/start.

Phone:

  • Mobile Phones – 333 from a Three phone or 0333 338 1001** from any other phone.
  • Tablets and Mobile Broadband – 500 free from a Three phone or 0333 338 1003 from any other phone.
  • Call +44 7782 333 333 to contact from outside of Great Britain.

You can report a claim to the Three Rescue™ insurance team by phone. Lines open from 8am to 8pm Monday to Friday and 9am to 6pm at weekends. We’re closed on UK Bank Holidays.

**Opening times from 8am-8pm Monday to Friday, 9am-6pm at weekends. We’re closed on UK Bank Holidays. 333 is free, Excludes Essential Plans, check price guide for full details. Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Calls from landlines and mobiles are included in free or inclusive calls packages. Details correct at time of print.

If you bought insurance before 7 September 2016, find out how to make a claim here.

If you bought insurance with us before 2014, find out how to make a claim on older insurance here.

If your claimed-for device was damaged or faulty, here's how to return it to us:

  1. Unlock your device, switch off or uninstall any app which prevents our access to remove data,
  2. Remove the battery – if that's possible – the SIM, and any accessories,
  3. Seal your device in the prepaid envelope included with your replacement* device,
  4. Drop it in the post.

Please make sure you get proof of postage from the Post Office. This is a free service. And make sure you get confirmation of the weight of the package you're returning.

For a damaged or faulty device return, you may have to pay a non-return fee. This is based on the value of the non-returned model. You could be asked to pay if:

  • If you don't return your old device within 15 days of receiving the replacement phone. Or provide proof of postage and package weight
  • If you refuse to, or fail to comply with our reasonable instructions. This includes failure to unlock your device, switch off or uninstall any app, which prevents our access to remove data.
  • The non-return fee will be taken from the payment card used to pay your claim excess fee.

If your claimed-for device was lost or stolen, keep hold of the prepaid package. You can use it if the device turns up. We block and track all lost and stolen devices. They’ll become the property of the Insurer as soon as we settle your claim for a replacement*.

* Next day delivery in mainland Great Britain only for claims completed before 8.30pm Monday to Friday, or 2.30pm on weekends. Excluding bank holidays. If you think we’re late please let us know. If we’ve missed our delivery promise, we’ll give you £20, credited to your bank account within 30 days.

** Opening times from 8am-9pm Monday to Friday, 9am-6pm at weekends. Closed on UK Bank Holidays. Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. 333 is free, Excludes Essential Plans, check price guide for full details. Calls from landlines and mobiles are included in free or inclusive calls packages. Details correct at time of print.

Devices are getting more and more valuable, so they're expensive to replace. The claim excess fee helps us keep down the amount you have to pay every month. And it's much less than the actual cost of replacing your device. Once your claim has been accepted and you've paid the excess fee, we'll take care of everything else. We'll deliver your replacement to your door the next day. Terms apply – please see Section G of your Three Rescue™ Terms and Conditions for details.

Find out the fine detail of how Three Rescue™ works and what's covered by reading our Three Rescue™ Terms and Conditions.

Three Rescue™ is administered by Asurion Europe Limited ("Asurion"), which is authorised and regulated by the Financial Conduct Authority (no. 502545), registered address: Three Rescue™, PO BOX 670, Brentford, TW8 1DA.

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