Summary of cover
- Our complimentary mobile phone insurance covers you for accidental damage and theft up to a limit of $1,650 p.a. (with $1,000 per claim).
- Excess of $50 per claim.
- Simply pay your postpaid monthly mobile bill each month with your Virgin Money High Flyer or Flyer Credit Card to receive complimentary cover. Initial coverage begins on the first day of the calendar month following the first payment.
- Your cover will be suspended for the following month if you fail to make payment using the Virgin Money High Flyer or Flyer Credit Card.
- This insurance does not cover prepaid plans.
Eligibility criteria
To be eligible, you must:
- Have a contract with a mobile phone provider.
- Be on a monthly billing arrangement.
- Pay your postpaid monthly mobile bill each month with your Virgin Money High Flyer or Flyer Credit Card (this includes additional cardholders on the same account).
Please note, you are not eligible for mobile phone insurance if you have an irregular one-off payment or no ongoing agreement with your provider for a mobile service.
What’s covered and what’s not covered?
What is covered?
Our complimentary mobile phone insurance covers you for:
- Accidental Damage that affects your mobile phone from working the way it should.
- Unavoidable theft.
What's not covered?
The following is not covered by our complimentary mobile phone insurance:
- Mobile phone accessories other than the standard battery and/or standard antenna provided by the manufacturer.
- Tablets are not covered.
- Mobile phones that are lost.
- Losses caused by the process of cleaning, servicing, maintaining, adjusting, or you repairing the mobile phone.
- Mobile phones stolen from baggage unless hand-carried and under the eligible cardholder’s supervision or under the supervision of the eligible cardholder’s travelling companion who is previously known to the eligible cardholder.
- Accidental damage or theft resulting from your abuse, omission or negligence or the abuse, omission or negligence of anyone acting on Your behalf, including but not limited to leaving your mobile phone unattended in any place or motor vehicle where it is, or was, plainly visible.
- Cosmetic damage such as a dent or scratch to the mobile phone or accidental damage that does not impact the mobile phone’s ability to make or receive phone calls (including minor screen cracks and fractures less than 5cm in length that does not prevent the ability to make or receive phone calls or to use other operations and functions of the mobile phone).
- Accidental damage or mobile phone theft resulting from abuse, intentional acts, fraud, risks of contraband, illegal activities, normal wear and tear, natural catastrophe, radioactive contamination, or damage from inherent product defects or vermin.
- Losses resulting from a failure of mobile phone due to a defect in materials and/or workmanship and/ or design, including but not limited to inherent product defects, software, or data failure.
- Accidental damage or theft resulting from mis-delivery or theft by fraud or deceit.
- Replacement mobile phone purchased from other than a mobile provider’s authorised retail or internet store.
- Any loss that does not occur within the Group Policy Period.
- You may find the full list of exclusions in the Virgin Money Credit Cards Complimentary Mobile Phone Insurance Terms and Conditions
How to make a claim
Online
You can submit an online form.
By clicking “Submit your online claim”, you will be leaving the Virgin Money website and going to a third-party website (with its own terms of use and privacy policy). Virgin Money is not responsible for the products, services and content on the third-party website.
Call
Call AIG Australia Limited on +61 3 9522 4111 (within Australia), Monday to Friday, 8:30am to 5:30pm (AEST/ADST).
What documents will I need to submit a claim?
You will need to include the following documents with your completed claim form to ensure faster claims processing:
- Completed and signed claim form.
- Copies of your Virgin Money High Flyer or Flyer Credit Card statement reflecting your monthly postpaid mobile telephone payment was made the month prior to the date of accidental damage or theft.
- a copy of the eligible cardholder’s current mobile provider’s billing statement.
- If available, a copy of the original mobile phone purchase receipt or other sufficient proof of the mobile phone model currently linked to your account.
- If you have an existing insurance cover from your mobile provider, a copy of the insurance claim to them, or if the claim amount is less than your deductible, a copy of the policy’s declarations page.
- If your claim is for accidental damage, a copy of the repair memo, repair estimate and/or service report from an authorised repairer and photographs of the accidental damage may be requested. We may also require you to send in the damaged eligible mobile phone(s) at your expense, for further evaluation of your claim.
- For theft claims, an official copy of the police report may be requested as soon as reasonably practicable.
- Any other relevant documents we may reasonably ask you to provide.
Please note, once you have submitted all the required documents, AIG’s claim team will contact you as soon as your claim has been considered.
When does the Mobile Phone Insurance start and end?
The cover will start on the first day of the calendar month following the payment of your postpaid monthly mobile telephone bill and it will be valid until the last day of the calendar month following the payment of your postpaid monthly mobile telephone bill.
The coverage will continue if you continuously pay your postpaid monthly mobile telephone bill using your eligible card every month.
Please note that your coverage will be suspended on the first day of the following calendar month if you fail to pay your postpaid monthly mobile telephone bill for your eligible mobile phone using your eligible card. The coverage will resume after a 15-day waiting period following the date of any future mobile telephone postpaid bill payment using an eligible card.
For example, an eligible cardholder paid their postpaid monthly mobile telephone billon 15 June using their eligible card. The insurance coverage starts automatically from 1July until 31 July. If then the eligible cardholder does not pay their postpaid monthlymobile telephone bill in the month of July, there will be no insurance coverage inAugust. Should the eligible cardholder then pay their Postpaid monthly mobiletelephone bill in full on 5 August using their eligible card, the insurance coverage willthen resume on 20 August.
Am I eligible for Mobile Phone Insurance?
As outlined in the terms and conditions, to be eligible for mobile phone insurance, you must meet the below criteria:
- You must have a mobile phone under a postpaid plan meaning an eligible mobilephone subscription where you enter into a contract with your mobile provider with amonthly billing arrangement.
Examples of eligible plans covered include:
- A contract with a service provider.
- A form of monthly billing agreement with the service provider.
- You must pay or charge your postpaid monthly mobile telephone bill to your eligiblecard account.
- Your postpaid monthly mobile telephone bill for the billing cycle preceding the month in which the accidental damage or theft occurred is paid in full on your eligible card.
How do I track my claim?
The AIG Claims team will keep you updated via email on the progress of your claim such as when the claim is registered, settled or denied, or if they need more information.
If you have any questions or want to follow up on the claim status you can contact the AIG Customer Service team between 8:30AM to 5:30PM, Monday to Friday on the following contact details:
- Address: AIG Australia Limited, Level 19, 2 Park Street, Sydney, NSW 2000, Australia
- Phone (within Australia): +61 3 9522 4111
- Email: Apac.partners@AIG.com