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Managing your Three Rescue™ policy

With effect from 6 March 2020, we no longer offer Three Rescue™ for sale. For more information on our new insurance product, check out About Three Insurance.

If you have a Three Rescue policy, read on for information about making a claim, cancelling and everything else.

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 from 8am to 8pm Monday to Friday; 9am to 6pm at weekends. They’re closed on all UK Bank Holidays.

**Opening times from 8am-8pm Monday to Friday, 9am-6pm at weekends. 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.

You can have Three Rescue™ policies for multiple devices, but you can’t have more than one device on any one policy. If you have a number of Pay Monthly devices with us, each device will need its own Three Rescue™ policy.

You can cancel within the first 28 days and if you haven’t made a claim, you’ll receive a refund of any premium paid. Get in touch if you have any questions about your cancellation (see section below ‘Contacting Three Rescue™’).

After the 28 days, you can cancel at any time and cover will finish at the end of the paid-for period. We will not refund any premium paid.

When you buy another device from Three or upgrade your device on the same mobile number and add insurance, we’ll cancel cover on your old device automatically.

We’ll cancel your policy if you cancel your Pay Monthly contract with Three, fail to pay the monthly insurance premium, have two successful claims in any 12-month period or if you make a claim we find to be fraudulent. If we cancel your policy, we’ll send you written confirmation, including your cover end date.

We're here when you need us. Just get in touch.

You can report a claim to the Three Rescue™ insurance team by phone from 8am to 9pm Monday to Friday; 9am to 6pm at weekends, closed on UK Bank Holidays.

Write: Three Rescue™, PO Box 670, Brentford, TW8 1DA.

*Opening times from 8am-9pm Monday to Friday, 9am-6pm at weekends. 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.

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

We'll always try to resolve your complaint right away.

If we can’t, we’ll write to acknowledge your complaint within five working days of receiving it and, if we haven’t resolved it within two weeks, we’ll send you a written update on our progress. It’s unlikely that we won't have resolved your complaint within 8 weeks of our receiving it, but if that’s the case we’ll write to let you know why and what we're doing about it.

We'll always confirm the results of our investigation to you in writing.

What if I’m still not happy?

If you’re not happy with the outcome of your complaint or we haven’t given our final response to you within 8 weeks of raising your complaint, you can contact the Financial Ombudsman Service (FOS). You need to contact the FOS within 6 months of receiving our final decision. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. The service is free and we are bound by any decision the Financial Ombudsman reaches. This won't affect your statutory rights or prejudice your right to take subsequent legal proceedings. See financial-ombudsman.org.uk for more details.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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