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</div> <div class="content clearfix"> <div class="clearfix" style="height:1%;"> </div> </div> </div> </div> <div style="display:none;"> <p> Number of containers in this row: 1</p> </div> <div class="container-row grid_12 alpha omega"> <div class="container style-a no-pad grid_12 colour-b3 alpha omega"> <div class="header"> <div class="heading-30"> <h2>Insurance for your mobile or tablet</h2> </div> </div> <div class="content clearfix"> <div class="clearfix" style="height:1%;"> <p>Telstra Premium Care – Mobile Insurance (issued by CGU Insurance Limited ABN 27 004 478 371 AFSL 238291 as insurer) can offer protection if your <a href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/mobile-phones/">mobile phone</a> or <a href="/web/20130507020742/http://www.telstra.com.au/internet/mobile-tablets/">tablet</a> is accidentally lost, stolen or accidentally damaged.</p> <p>Telstra Premium Care is only available to Telstra Post-Paid mobile or tablet customers with an approved Post-Paid device<sup>1</sup>, providing it was purchased in the last six months through a Telstra store or dealer (with proof of purchase) and is being used on the Telstra network.</p> <p>You can purchase Telstra Premium Care by calling 1800 303 302, or in person at selected Telstra stores and partners. To check availability, contact your nearest <a class="storeLocator" title="Opens new browser window" onclick="s_objectID="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/shoplocator/_1";return this.s_oc?this.s_oc(e):true" href="https://web.archive.org/web/20130507020742/http://www.store-locator.telstra.com.au/">Telstra store</a>.</p> </div> </div> </div> </div> <div style="display:none;"> </div> <ul class="tabs"> <div style="display:none;"><p> Label: Features</p><p> Anchor: tab-features</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <li><a href="#tab-tab-features">Features</a></li> <div style="display:none;"><p> Label: Pricing</p><p> Anchor: tab-pricing</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <li><a href="#tab-tab-pricing">Pricing</a></li> <div style="display:none;"><p> Label: Claims</p><p> Anchor: tab-claims</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <li><a href="#tab-tab-claims">Claims</a></li> <div style="display:none;"><p> Label: Product details</p><p> Anchor: tab-productdetails</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <li><a href="#tab-tab-productdetails">Product details</a></li> <div style="display:none;"><p> Label: Tax invoice</p><p> Anchor: tab-taxinvoice</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <li><a href="#tab-tab-taxinvoice">Tax invoice</a></li> <div style="display:none;"><p> Label: Complaints</p><p> Anchor: tab-complaints</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <li><a href="#tab-tab-complaints">Complaints</a></li> </ul> <div style="display:none;"><p> Label: Features</p><p> Anchor: tab-features</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <div id="tab-tab-features"> <h2 class="ui-tab-title">Features</h2> <div class="clearfix"> <p>Telstra Premium Care – Mobile Insurance<sup>2</sup> offers two types of cover:</p> <p><strong>Basic Cover</strong> – can insure your mobile phone against accidental loss, accidental damage and theft.</p> <p><strong>Smart Cover</strong> – can insure your mobile phone or tablet against accidental loss, accidental damage and theft, and can also provide protection against mechanical or electronic breakdown or failure in some circumstances.</p> <p><strong>Telstra Premium Care also includes the following Extra Benefits<sup>3</sup> from Telstra:</strong></p> <ul class="indent"> <li>Priority repair from our National Repair Centre.</li> <li>Device replacement if it's repaired under warranty more than twice within a 24-month period since purchase.</li> <li>Annual device health check service at selected Telstra Stores – 1 per year for Basic Cover and 2 per year for Smart Cover.</li><li>Priority access to a loan phone at Telstra Stores. (Not available on tablet devices)</li> </ul><p> </p> </div> <div class="content clearfix"> <div class="clearfix"> <span class="heading-12"> <span class="fine-print"><h3>Things you need to know</h3></span> </span> <span class="fine-print"> </span> </div> </div> </div> <div style="display:none;"><p> Label: Pricing</p><p> Anchor: tab-pricing</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <div id="tab-tab-pricing"> <h2 class="ui-tab-title">Pricing</h2> <div class="clearfix"> <h3><strong>Choose the option that's got your mobile covered</strong></h3> <p>Before making any decision about Telstra Premium Care – Mobile Insurance, you should consider the Telstra Premium Care – <a href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/download/document/premium-care-fsg-pds.pdf">Mobile Insurance Combined Financial Services Guide / Product Disclosure Statement (PDF, 401kB)</a>. It contains important terms and conditions that apply.</p> <p>Premium amounts will appear on your Telstra mobile bill each month.</p> <h3><strong>Cover Choices</strong></h3> <table class="tableLayout"> <tbody> <tr> <th scope="col" id="item"> </th> <th style="width: 100px;" scope="col" id="basic">Premium Care Basic Cover</th> <th style="width: 100px;" scope="col" id="smart">Premium Care Smart Cover</th> </tr> <tr> <td headers="item"><strong>Monthly Premium</strong> (inc. taxes and charges)</td> <td headers="basic">$9.95</td> <td headers="smart">$14.95</td> </tr> <tr class="alt"> <td colspan="3" headers="item"><strong>Cover Limit – Australia</strong></td> </tr> <tr> <td headers="item">Repair or replacement for accidental loss, accidental damage or theft<sup>*</sup></td> <td headers="basic">Up to $1,000</td> <td headers="smart">Up to $2,000</td> </tr> <tr class="alt"> <td colspan="3" headers="item"><strong>Cover Limits – Overseas</strong></td> </tr> <tr> <td headers="item">Repair or replacement for accidental loss, accidental damage or theft<sup>*</sup><br/> (must be arranged through Telstra on return to Australia)</td> <td headers="basic">Up to $400</td> <td headers="smart">Up to $800</td> </tr> <tr> <td colspan="3" headers="item" style="text-align: center;"><strong>And a choice of either</strong></td> </tr> <tr class="alt"> <td headers="item"><strong>Cost to hire an equivalent temporary device while overseas</strong></td> <td headers="basic">Up to $300</td> <td headers="smart">Up to $500</td> </tr> <tr> <td colspan="3" headers="item" style="text-align: center;"><strong>OR</strong></td> </tr> <tr class="alt"> <td headers="item"><strong>Purchase of an emergency handset while overseas</strong></td> <td headers="basic">Up to $50</td> <td headers="smart">Up to $100</td> </tr> <tr> <td colspan="3" headers="item"> </td> </tr> <tr class="alt"> <td headers="item"><strong>Device accessories replacement</strong><br/> (where attached / part of handset under valid claim)</td> <td headers="basic">Up to $50</td> <td headers="smart">Up to $100</td> </tr> <tr> <td headers="item"><strong>Unauthorised calls / Internet connections</strong><br/> (following theft or accidental loss for the 24 hour period before notifying Telstra)</td> <td headers="basic">Up to $400</td> <td headers="smart">Up to $800</td> </tr> <tr class="alt"> <td headers="item"><strong>Mechanical / Electronic Breakdown or Failure<sup>*^</sup></strong></td> <td headers="basic">Not covered</td> <td headers="smart">Up to $2000</td> </tr> </tbody> </table> <p>All cover amounts above describe the maximum amount claimable under the cover type for any one event.</p> <p>* For repair or replacement not exceeding the cost to replace the handset with a similar model.<br/> ^ Cover excludes where mechanical / electronic breakdown or failure occurs after the first 2 years from original purchase or is under any manufacturer's voluntary warranty or guarantee or recall campaign.</p> <h3><strong>Premium Care Smart Cover</strong></h3> <p>Premium Care Smart Cover is the only cover option available for Smart Phones (being all Apple® iPhone™ models and generally phones with a touch screen and / or QWERTY keyboard) and 3G and 4G tablets (excludes Wi-Fi only tablets).</p> <p>For all other mobile phones, both Basic Cover and Smart Cover options are available, depending on the level of cover you may wish to purchase.</p> <p>For a list of mobile phones that can be purchased and insured under Premium Care, view our range of <a href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/mobile-phones/index.htm" title="Select a mobile phone">mobile phones</a> and <a href="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/bigpond-internet/mobile-tablets/">tablets</a>. Please note that other handsets and tablets may be eligible. To check, contact your nearest Telstra store or call 1800 303 302.</p> <h3><strong>Claims Excess</strong></h3> <p>Like most types of insurance cover, Premium Care – Mobile Insurance includes an excess payment.</p> <p><strong>Standard Excess</strong> – applies to all claims</p> <table class="tableLayout"> <tbody> <tr> <th scope="col" id="item"> </th> <th style="width: 100px;" scope="col" id="basic">Premium Care Basic Cover</th> <th style="width: 100px;" scope="col" id="smart">Premium Care Smart Cover</th> </tr> <tr> <td headers="item"><strong>Repairs</strong></td> <td headers="basic">$50</td> <td headers="smart">$75</td> </tr> <tr class="alt"> <td headers="item"><strong>Basic Device Replacement</strong></td> <td headers="basic">$100</td> <td headers="smart">$150</td> </tr> <tr> <td headers="item"><strong>Smart Device Replacement</strong></td> <td headers="basic">N / A</td> <td headers="smart">$250</td> </tr> </tbody> </table> <p><strong>Additional Excess</strong> – only applies in specific circumstances</p> <table class="tableLayout"> <tbody> <tr> <th scope="col" id="item"> </th> <th style="width: 100px;" scope="col" id="basic">Premium Care Basic Cover</th> <th style="width: 100px;" scope="col" id="smart">Premium Care Smart Cover</th> </tr> <tr> <td headers="item"><strong>Early Claims</strong><br/> Any claim made within 3 months from the date your policy is first issued.</td> <td headers="basic">$100</td> <td headers="smart">$150</td> </tr> <tr class="alt"> <td headers="item"><strong>Frequent Claims</strong><br/> For the second and all subsequent claims made within the same 12-month period.</td> <td headers="basic">$150</td> <td headers="smart">$250</td> </tr> </tbody> </table> <p> </p> </div> </div> <div style="display:none;"><p> Label: Claims</p><p> Anchor: tab-claims</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <div id="tab-tab-claims"> <h2 class="ui-tab-title">Claims</h2> <div class="clearfix"> <h3><strong>Warranty</strong></h3> <p>If your mobile phone or tablet has a defect (or develops a defect) which is covered by a standard manufacturer's warranty or rights under consumer laws, take it into a Telstra Store or place of purchase for assistance. Keep in mind that you cannot make a claim for mechanical failure under Smart Cover if your handset is still covered by a standard manufacturer's warranty or rights under consumer laws – in that case, please return your handset to your nearest Telstra Store or place of purchase for further assistance.</p> <h3><strong>Make an insurance claim</strong></h3> <p>If you need to make a claim, call our Premium Care Claims Team on 1300 047 962.</p> <p>We're available from 9am to 5pm AEST Monday to Friday, and 9am to 1pm AEST on Saturday.</p> <p>To lodge an insurance claim outside these hours, complete the online <a href="https://web.archive.org/web/20130507020742/http://tpc.servicestream.com.au/" title="Opens new browser window" class="externalSite">Claim Request Form</a> and a claims Consultant may contact you for further information and assistance to settle your claim.</p> <p>You will be required to provide certain details and fulfill certain conditions before your claim can be settled.</p> <p> </p> </div> </div> <div style="display:none;"><p> Label: Product details</p><p> Anchor: tab-productdetails</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <div id="tab-tab-productdetails"> <h2 class="ui-tab-title">Product details</h2> <div class="clearfix"> <p>Telstra Premium Care – Mobile Insurance is provided by CGU Insurance<sup>2</sup>, one of Australia's largest intermediary-based general insurers with a history of protecting Australians for almost 160 years.</p> <p>CGU subscribes to the <a title="Opens new browser window" href="https://web.archive.org/web/20130507020742/http://www.codeofpractice.com.au/" class="externalSite">General Insurance Code of Practice</a>.</p> <p><strong>Further information:</strong></p> <p><a class="orange-arrow" target="" href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/download/document/premium-care-fsg-pds.pdf">Telstra Premium Care – Mobile Insurance Combined Financial Services Guide / Product Disclosure Statement (Correct as at April, 2012) (PDF, 401kB)</a><br/> <a class="orange-arrow" target="" href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/download/document/premium-care-extra-benefits.pdf">Extra Benefits Terms and Conditions (correct as at April, 2012) (PDF, 248kB)</a><br/> <a class="orange-arrow" target="" href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/download/document/cgu-complaint-mgmt-flyer.pdf">How your complaint will be managed flyer (correct as at May, 2011) (PDF, 215kB)</a><br/> <a class="orange-arrow" target="" href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/download/document/cgu-complaint-mgmt-flyer.rtf">How your complaint will be managed flyer (correct as at May, 2011) (RTF, 131kB)</a></p> </div> </div> <div style="display:none;"><p> Label: Tax invoice</p><p> Anchor: tab-taxinvoice</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <div id="tab-tab-taxinvoice"> <h2 class="ui-tab-title">Tax invoice</h2> <div class="clearfix"> <p><strong>To request a Premium Care – Mobile Insurance Tax Invoice:</strong></p> <p><strong>If you require a tax invoice for your mobile handset insurance</strong>, SMS your Telstra Mobile Account Number to 0448 829 829 from the mobile phone billed on that account (charges may apply). You will then be sent your user name and password via return SMS.</p> <p>Once you have received your user name and password you can access your Premium Care – Mobile Insurance Tax Invoice on your computer online via the <a title="Opens new browser window" href="https://web.archive.org/web/20130507020742/https://securdocs.semagroup.com.au/CGUMobile" class="externalSite">CGU Insurance Tax Invoice System</a>. The Tax Invoice will be available for you to print or download.</p><p><strong>If you require a tax invoice for your tablet insurance</strong>, please contact our Mobile Insurance Specialist Team on 1800 304 568. You will then be sent your tax invoice for the period specified. </p> </div> </div> <div style="display:none;"><p> Label: Complaints</p><p> Anchor: tab-complaints</p><p> Sub Template Content Id: </p><p> Content Areas (Row 1): A</p> </div> <div id="tab-tab-complaints"> <h2 class="ui-tab-title">Complaints</h2> <div class="clearfix"> <p>Telstra is committed to providing you with the highest levels of customer service. Should you have an issue or a complaint about Premium Care – Mobile Insurance, we'll act to quickly and effectively resolve matters.</p><h3><strong>How your complaint will be managed</strong></h3><p><strong>Step 1. Talk to Telstra first</strong></p><p>Telstra will always aim to resolve your complaint in our first contact or response. However, if we need to investigate the matter, we'll aim to provide resolution or our action plan within 15 business days. We'll continue to provide you with regular updates so that you're aware of what's happening with your complaint.</p><p>Every complaint will be assigned a reference or 'SR' number, which you should quote in all further communications with us about your complaint. This number is your assurance that your complaint is being formally managed, and will help our consultants to access the details quickly if you call again. You should make a point of asking for an SR number in your first call.</p><p>See more information about <a target="" href="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/help/contact/complaints/index.htm?ssSourceSiteId=mobile-phones">How to make a complaint</a></p><p><strong>Step 2. Have your complaint reviewed by the relevant CGU Insurance dispute resolution area.</strong></p><p>If you're not satisfied with our investigation or resolution of your complaint, it will be escalated to CGU Insurance. CGU will treat your complaint as a 'Dispute' which will be managed by the relevant Dispute Resolution Area. A CGU staff member will liaise with you in relation to your dispute and review your dispute to provide you with a final decision in writing, usually within 15 business days.</p><p><strong>Step 3. Seek an External Review of the decision</strong></p><p>If you're unhappy with CGU's decision, you may want to seek an external review. The relevant dispute resolution area's letter outlining its decision will provide you with information on external review option(s), such as, if appropriate, referring you to the dispute resolution scheme run by the Financial Ombudsman Service (FOS).</p><p>You can contact FOS by:</p><p>Phone: 1300 780 808<br/>Fax: 03 9613 6399<br/>Mail: GPO Box 3 Melbourne VIC 3001<br/>Email: <a href="https://web.archive.org/web/20130507020742/mailto:info@fos.org.au">info@fos.org.au</a> <br/>Website: <a class="externalSite" title="Opens in new window" href="https://web.archive.org/web/20130507020742/http://www.fos.org.au/">www.fos.org.au</a></p> </div> </div> <div style="display:none;"> <p> Disclaimer </p> </div> <div class="container-row grid_12 alpha omega"> <div class="container style-a no-pad grid_12 alpha omega"> <div class="header"> <div class="heading-12"> <h2><span class="fine-print">Things you need to know</span></h2> </div> </div> <div class="content clearfix"> <div class="clearfix fine-print" style="height:1%;"> <ol> <li>Telstra Pre-Paid customers with a prepaid mobile handset, or any mobile broadband data card or embedded laptop on the Telstra network are ineligible to purchase Telstra Premium Care – Mobile Insurance.</li> <li>Telstra Premium Care – Mobile Insurance is issued by CGU Insurance Limited ABN 27 004 478 371 (AFSL 238291) as insurer. Telstra is the authorised representative of CGU Insurance and any financial services that Telstra provides are provided on behalf of CGU Insurance and not by Telstra on its own behalf. This information is of a general nature and is subject to policy limits, terms, conditions and exclusions. For full details of your mobile insurance cover please refer to ' Telstra Premium Care – Mobile Insurance Combined Financial Services Guide and Product Disclosure Statement'. This is general advice only and does not take into account your individual objectives, financial situation or needs ('your personal circumstances'). Before using this advice to decide whether to buy this insurance policy, you should consider the appropriateness of it having regard to your personal circumstances. View the combined <a target="" href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/download/document/premium-care-fsg-pds.pdf">Financial Services Guide / Product Disclosure Statement</a>.</li> <li>The Extra Benefits are provided by Telstra at no extra cost and are separate from the Mobile Insurance component of Telstra Premium Care issued by CGU Insurance Limited. View the <a href="/web/20130507020742/http://www.telstra.com.au/mobile-phones/download/document/premium-care-extra-benefits.pdf" target="">full terms and conditions relating to the Extra Benefits Terms and Conditions</a>. The Extra Benefits apply in addition to any statutory warranties or consumer guarantees you are entitled to under the law.</li> </ol> <p>Apple is a trade mark of Apple, Inc., registered in the US and other countries. iPhone is a trade mark of Apple, Inc.</p> </div> </div> </div> </div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> </div> <div class="aside grid_3 omega"> <div class="clear"></div> <div class="clear"></div> <div style="display:none;"> </div> <div class="container grid_3 style-c useful-links alpha omega"> <div class="header"> <div class="heading-14"> <h2> How to buy </h2> </div> </div> <div class="content"> <ul> <div style="display:none;">with-icon </div> <li class=" with-icon"> <img height="30" width="30" alt="" src="/web/20130507020742im_/http://www.telstra.com.au/mobile-phones/download/image/ic-find-telstra-store.png"/><span class="label"><a class="storeLocator" title="Opens new browser window" href="https://web.archive.org/web/20130507020742/http://www.store-locator.telstra.com.au/">Find a Telstra store</a></span> </li> </ul> </div> </div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> <div style="display:none;"> </div> <div class="container grid_3 style-c useful-links alpha omega"> <div class="header"> <div class="heading-14"> <h2> How to claim </h2> </div> </div> <div class="content"> <ul> <div style="display:none;">with-icon </div> <li class=" with-icon"> <img height="30" width="30" alt="" src="/web/20130507020742im_/http://www.telstra.com.au/mobile-phones/download/image/ic-phone.png"/><span class="label">For claims<br/>1300 047 962</span> </li> </ul> </div> </div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> <div class="clear"></div> </div> </div>  </div>  <div id="footer" class="container_18">  <div class="nav"> <ul> <li class="logo"><a href="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/"><img src="/web/20130507020742im_/http://www.telstra.com.au/uberprod/ss-global/themes/v10/images/logo-footer-blue.png" width="18" height="20" alt="Telstra"/></a></li> <li><a href="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/sitemap/">Site map</a></li> <li><a href="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/privacy/privacy-statement/">Privacy</a></li> <li><a href="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/customer-terms/">Customer Terms</a></li> <li><a href="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/help/critical-information-summaries/index.htm">Critical Information Summary</a></li> <li><a href="https://web.archive.org/web/20130507020742/http://www.telstra.com.au/terms-of-use/">Terms of Use</a></li> <li class="last"><a href="https://web.archive.org/web/20130507020742/http://careers.telstra.com/">Careers</a></li> </ul> </div>  <ul id="social-media-links"> <li class="twitter"><a href="https://web.archive.org/web/20130507020742/http://twitter.com/telstra">Twitter</a></li> <li class="facebook"><a href="https://web.archive.org/web/20130507020742/http://facebook.com/telstra24x7">Facebook</a></li> <li class="blog"><a href="https://web.archive.org/web/20130507020742/http://exchange.telstra.com.au/">Blog</a></li> <li class="crowdsupport last"><a href="https://web.archive.org/web/20130507020742/http://crowdsupport.telstra.com.au/">CrowdSupport</a></li> </ul> </div> <div class="scripts">  <script type="text/javascript"> // Hide footer if is application template if(TelstraGlobal.is_application || (typeof telstra_application != 'undefined' && telstra_application)){ TelstraGlobal._el('footer').style.display = 'none'; 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