Frequently asked questions.
Online is the best way to make a claim and you can do this 24/7, but if you prefer, you can give us a call during office hours.
Once your claim has been processed, we'll send you a replacement the next day. If your device is damaged or faulty, we'll need you to send it back to us. Please do the following:
1. Unlock your device and switch off or uninstall any apps (including Find My iPhone) which might prevent us from removing data.
2. Remove the battery (if you can), your SIM card and any accessories.
3. Seal the device in the prepaid envelope that came with your replacement and post it to us.
Please note that you'll have to pay a non-return fee (based on the value of the non-returned model) if you don't return your old device within 15 days of getting the replacement.
Make sure that you get proof of postage from the Post Office and confirmation of the weight of the package you're returning to us.
If your device has been lost or stolen, keep the prepaid envelope in case it turns up. We block and track all lost and stolen devices, since they become the property of the insurer once a claim has been settled.
•For mobile issues, call 333 free from a Three phone or 0333 338 1001 from any other phone*
•For tablets and Mobile Broadband, call 500 free from a Three phone or 0333 338 1003 from any other phone*.
•If your device has been lost or stolen while travelling abroad, call +44 7782 333 333. Standard roaming rates apply.
*You can call us 8am-9pm Monday to Friday or 9am-6pm on weekends, excluding 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 package.
Yes, the excess fee is outlined in your welcome letter. An excess fee is required because devices are getting more and more valuable, so they're expensive to replace. The excess fee helps us keep down the amount that you must pay every month.
If your device is lost or stolen you’ll only be covered if you have Three rescue™ Full Cover. But there are still some things you should do as soon as you realise your device is gone. Here’s all you need to know about reporting your device lost or stolen.
* 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. Any replacement device you receive may be refurbished to ‘as new’ standard, using original equipment manufacturer parts. If you think we're late please let us know and if we have missed our delivery promise, we'll give you £20, credited to your bank account within 30 days.
Three Rescue™ is administered by Asurion Europe Limited ("Asurion"), which is authorised and regulated by the Financial Conduct Authority (no. 502545), registered address: Chiswick Place, 272 Gunnersbury Avenue, Chiswick, W4 5QB.
If purchased after 7th August 2017:
The insurer is WDP Insurance Limited, which is authorised by the Gibraltar Financial Services Commission, and is authorised and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our authorisation and regulation by the Financial Conduct Authority are available from us on request. WDP is registered in Gibraltar with company number 115687 at 1st Floor, Grand Ocean Plaza, Ocean Village GX11 1AA, Gibraltar. Please see your Welcome Pack for further details.
If purchased before 7th August 2017:
The Insurer is Liberty Mutual Insurance Europe Limited ("Liberty"), which is authorised by the Prudential Regulation Authority and is regulated by the Financial Conduct Authority and the Prudential Regulation Authority (no. 202205). Please see your Welcome Pack for further details.