What's covered

From messaging your mum to checking into a flight, we love and depend upon our mobile devices for almost every aspect of our lives. But the great news is that we provide cover for devices for accidental damage, accidental loss* and theft anywhere in Australia or New Zealand.

* Accidental Loss cover does not apply to DevicEnsure Policies purchased from JB Hi-Fi on or after 21 October 2019.

  • Knocks and Drops

    We cover your device if you accidentally drop it or knock it.

  • Liquid Spills

    We cover damage caused by accidentally dropping your device in water or spilling liquid on it.

  • Theft

    We cover your device if someone pinches it from you or if it is stolen from a locked house or car.

  • Accidental Loss *

    It’s so easy to forget your device – it happens to the best of us! We cover your device if it is accidentally lost.

    * Accidental Loss cover does not apply to DevicEnsure Policies purchased from JB Hi-Fi on or after, 21 October 2019.

  • Unauthorised Voice Calls

    We’ll cover up to 24 hours of unauthorised calls from your mobile phone (up to $1,000) – just make sure you let your provider know ASAP.

  • Technical Assistance

    We're here to help so talk to our techs from Monday to Friday 9am-5pm AEST on 1800 008 104.

  • Authorised Repair Network

    Our awesome team of authorised repairers will get the job done ASAP (or they'll let us know if a replacement is the answer).

  • Cover in Australia & NZ

    No matter whether you are outdoors, at home or in the car, if you are in Australia or New Zealand, we've got you covered.

  • Cover Amount

    The original purchase price you paid for your device is the Cover Amount. When you make a claim, we will decide whether to repair or replace your item or pay you the Cover Amount.

We’ve done our homework but we can’t cover everything! Below are summaries of some of the exclusions but please make sure you read the carefully for the full terms and conditions that apply. Thanks!

Unfortunately, we cannot cover:

  1. What is covered under the Australian Consumer Law or that you can claim from a manufacturer or supplier of your device (following a recall or otherwise)
  2. Cosmetic damage that does not affect the operation of your device
  3. Your claim is fraudulent or you cannot reasonably prove the loss or damage
  4. Your device was unattended or unsecured (please ensure you lock your car and your house and keep your device well obscured where possible)
  5. The loss or damage is a result of wear and tear or ordinary use
  6. You have not taken reasonable care to prevent the theft of, accidental loss of or accidental damage to your device (i.e. if you don’t treat your device well)
  7. Accidental Loss (This exclusion ONLY applies to DevicEnsure Policies purchased from JB Hi-Fi on or after, 21 October 2019)
  8. Your claim results from any electronic virus (please be cybersafe) or relates to software malfunction.
  9. Your mobile phone or tablet does not contain your contracted SIM card when you claim it was accidentally lost or stolen
  10. You claim theft but there is no clear evidence of violent and forcible entry into the relevant premises, motor vehicle or marine craft (i.e.if you walk away from your car with the windows wide open and someone pinches your phone –  please always lock everything and be security savvy)
  11. Your device is damaged by insects, animals or weather (i.e. if you go camping and leave your phone in the tent and a local critters munches on it)
  12. Your claim is due to abuse, misuse, introduction of foreign objects into the device, modifications or alterations or failure to follow the manufacturer’s instructions
  13. Any mechanical or electrical breakdown
  14. Loss of or damage to or corruption of data, including during repairs (so please always back-up your device regularly)
  15. Loss of or damage to software where there is no damage to device (again please be cybersafe)
  16. Incorrect or improper electrical supply
  17. Theft, accidental loss or accidental damage outside of Australia or New Zealand
  18. Any repairs not authorised by DevicEnsure (we only work with our authorised repairers)
  19. Any damage caused by or any costs incurred during installation, set-up, diagnostics, removal or reinstallation
  20. Any business interruption or consequential losses or any liability whatsoever
  21. The intellectual or sentimental value of the device (we know you love it and the memories it holds are priceless, so please back everything up regularly)

Want more information?

Please refer to our  (yes that legal PDS document) for more information on policy inclusions and exclusions or contact us toll free on 1800 814 099.

The really important bits

Everything you need to know is in our . We are happy to have a chat too if anything is unclear—you can call us toll-free on 1800 814 099. But to make it easy, we've tried to answer some of your questions below!

Frequently Asked Questions

No, not at all. You are covered the second you walk out of the store. So if you accidentally drop your brand new device, we’ll fix it!

Please refer to your PDS for further information about your applicable excess.

We can cover a range of devices; mobile phones, tablets, notebooks, portable audio/visual equipment, wearable electronic devices, cameras and electronic readers – check the PDS for full details.

These vary amongst different manufacturers so refer to your manufacturer’s instruction booklet. You may also want to record it somewhere safe upon purchase as the box usually notes it too.

Do not worry at all as we will have it and can send you another copy.

It’s as easy as asking your local participating retailer when you purchase your new device. They’ll do all the paperwork for you so you can walk out with immediate cover.

Everything you need to know is set out in the DevicEnsure PDS and we are happy to talk to you and answer your questions – just give us a call on 1800 814 099

DevicEnsure policies are popular for people who don't have cover under their home contents insurance. You should read your home contents insurance policy documents carefully along with our PDS to decide if this cover is right for you.

Our PDS has a great and easy-to-read glossary of our words and terms at the back.

If your product has been changed over with a different brand or size, you will need to contact us to cancel your DevicEnsure policy. We will refund you the unexpired portion of your premium on a pro-rata basis, less any applicable taxes, fees and other charges.

If you cancel your DevicEnsure policy within 21 days of purchasing it, we will provide you with a full refund of your premium. If you cancel your policy after 21 days, we will refund an amount calculated for the unexpired portion of your premium on a pro-rata basis, less any applicable. taxes, fees and other charges. Please see the PDS for full details.

Remember no question is a silly one

So if there is something you want to know about insuring your new device with us, please read our or give us a call toll free on 1800 814 099.