What is Cell C device insurance?
Change to Cell C and get comprehensive cellphone insurance with cover for up to R50 000 at very affordable premiums. Insure your phone from as little as R1.20 a day
How to Apply
- Option 1: Apply for Cell C Device Insurance here.
- Option 2: Request Cell C Device Insurance at your nearest Cell C store where a friendly agent will assist you with your application.
- Option 3: SMS the word 'Insurance' to 14770 (free from a Cell C number) and one of our insurance advisers will call you back to complete your application telephonically.
- Option 4: Call our Cell C Call centre on 084 157 0007 Option 1 (free from a Cell C number) and complete your application telephonically.
What we cover
We have four separate products on offer - allowing you the choice to find the cover that is right for your individual needs and your pocket.
- Device Insurance - Theft, Accidental loss and Accidental damage: This option provides the widest cover and covers you if your device is stolen, accidentally lost or damaged. At an extra monthly premium, you can choose the optional Excess buy-down benefit which reduces your basic excess by 50% in the event of a claim. This 50% reduction does not apply to any additional excess you have to pay - only to your basic excess. For example, if your basic excess is R1 000 you only have to pay R500.
- Device Insurance - Accidental Loss and Theft: This option only covers you if your device is lost or stolen.
- Device Insurance - Accidental Damage: This option only covers you if your device is accidentally damaged. If your device is worth more than R7 500, then you can choose the optional Excess buy-down benefit at an extra monthly premium. This optional benefit reduces your basic excess by 50% in the event of a claim. This 50% reduction does not apply to any additional excess you have to pay - only to your basic excess. For example, if your basic excess is R1 000 you only have to pay R500.
- SIM Card Insurance: This option does not cover your device at all. It only gives you peace of mind that you will be covered when your SIM card is used, cloned or swapped after your device is lost or stolen. There is no excess payable on this option.
- SIM card cloning: If another person clones your SIM card to create another duplicate SIM card without your knowledge you will receive an airtime and data combination worth R500.
- SIM card swap: If another person replaces your existing SIM card with a new SIM card without your knowledge, you will be covered for the cost of an authorised SIM card swap, up to a value of R115 (inclusive of VAT).
- Unlawful usage: You will be covered for any charges debited to your account up to a maximum of R1 000 (inclusive of VAT). This only applies to charges for a period of 24 hours from the time that your SIM card or device is lost or stolen, to when it is blacklisted.
Note: No claim will be paid out in cash on any of these products. Depending on your claim, your device will be repaired or replaced under the Device Insurance products. -
Conditions of cover
- You can only take out this cover during the 30 days after the activation of a new subscriber agreement or after an upgrade.
- The device must belong to you or a member of your family for whom you are financially responsible.
- You will be covered as long as you have an active Cell C subscriber agreement and you pay your monthly Cell C bill (which includes the premium for your insurance). However, your insurance is only linked to the device and SIM card shown in your certificate of insurance. So when you change your device or SIM card, you have to take out a new insurance policy for your new device or your new SIM card.
Conditions of use
- You must make at least one successful call or send an SMS to one of the networks within 24 hours of the start of your policy.
- We will only consider a claim if the device was used to make or receive a call, or to send or receive an SMS during the 30 days prior to a claim event. The call or SMS must be linked to the cell phone number shown in your policy schedule.
What we don't cover
There are some instances where you won't enjoy cover - these are referred to as exclusions. The most important ones you should be aware of are listed below, but you should always make sure that you understand all the terms and conditions of your policy wording.
- Accessories: No cover for loss or damage to batteries (other than when they are stolen, lost or damaged together with the device), accessories and car-kits.
- Gradually operating causes: No cover for damage from Wear and tear, maintenance, depreciation, deterioration, or other gradually operating causes.
- Devices on loan: No cover for loss or damage during the hire or loan of the device to another person, or where the device is given to another person for short-term or long-term use other than a member of your family for whom you are responsible.
- Theft by false pretences or scams: We do not cover any loss or damage if you are tricked by any means into parting with your device, such as through a scam or theft by false pretences.
- Theft from an unattended vehicle: There is no cover for theft from an unattended vehicle, except in the following instances:
- The vehicle itself is securely parked (for instance inside a locked building or behind locked gates), and there are clear signs of forcible or violent entry into the building or the premises.
- The vehicle is locked, there are clear signs of forced entry and the device is out of view, for instance inside a locked boot, inside the glove compartment or under a seat.
- In the case of remote jamming, there is no cover unless there is CCTV footage or other indisputable proof available.
- Viruses: No cover for any damage caused by electronic viruses.
The legal stuff
- Hollard - the Insurer: The Cell C Device Insurance policies are underwritten by The Hollard Insurance Co. Ltd (Reg. No. 1952/003004/06), a Licensed Non-life Insurer and an authorised Financial Services Provider. Hollard receives your premium and is responsible for claims.
- Cell C - the Intermediary: Hollard appointed Worldwide Advisory Services (Pty) Ltd (Worldwide Advisory Services), an authorised Financial Services Provider, to market and sell these policies. Cell C is a juristic representative of Worldwide Advisory Services and has been authorised by Worldwide Advisory Services to market these policies on a factual basis only. Cell C may not provide advice.
- Worldwide Advisory Services - the Administrator: Hollard also appointed Worldwide Advisory Services to administer these policies and manage claims on their behalf.
- This means that after you have applied for the cover via Cell C, you will be dealing with Worldwide Advisory Services.
How do I claim
Call 084 157 0007
- Important! Please remember that your claim will only be considered if your device was used to make or receive a call, or to send or receive an SMS during the 30 days prior to a claim event. The call or SMS must be linked to the cell phone number shown in your policy schedule.
What to do on all claims?
- Submit a claim form within 30 days: Complete a claim form within 30 days of the date of the claim event, and email it to claims@deviceinsurance.co.za or fax it to Worldwide Advisory Services on 086 527 8902, or contact them telephonically on 084 157 0007. The claim form is available from Worldwide Advisory Services or by clicking here.
- Disclose other insurance: Tell Worldwide Advisory Services if you have more than one policy in place that covers the same device.
- Provide all information: Provide Worldwide Advisory Services with all information, documents and evidence requested to prove your claim.
What to do if your device is lost or stolen?
- Notify Cell C immediately so that they can blacklist the SIM card or device on the Cell C network by calling the Cell C Customer Care centre on 135 or 084-135. This lost or stolen SIM card or device may never be used again. We cannot process your claim unless this has been done.
- Notify the police within 48 hours of the device being blacklisted and provide them with the reference number you received from Cell C.
- Provide Worldwide Advisory Services with the police case number and an affidavit confirming the details of the claim incident.
What to do if your device is damaged?
- If your device is damaged, you must provide us with the damaged device by taking it to your nearest Cell C store, and advising Worldwide Advisory Services at which store they can collect it. For more information, please call 084 157 0007 Option 1.
Pay your excess:
- You must pay your excess as soon as your claim is approved and before the device is repaired or replaced. Worldwide Advisory Services will tell you when you must pay your excess.
- You must pay an additional excess of 50% of the applicable basic excess on top of your basic excess in the following instances:
- If you claim within 60 days of the start of your policy.
- If you have a second claim within 12 months of the previous claim.
- All excess amounts are inclusive of VAT. Your applicable excess is shown in the table below
| Original Device Value | Basic Excess for Theft/Loss claims | Basic Excess for Damage claims |
|---|---|---|
| Up to R 1000 | R 250 | R 150 |
| R 1001 to R 2500 | R 250 | R 150 |
| R 2501 to R 5000 | 10% of original device value | R 200 |
| R 5001 to R 7500 | 10% of original device value | R 300 |
| R 7501 to R 9000 | 15% of original device value | R 500 |
| R 9001 to R 12000 | 15% of original device value | R 650 |
| R 12001 to R 15000 | 20% of original device value | R 750 |
| R 15001 to R 20000 | 20% of original device value | R 1250 |
| R 20001 to R 25000 | 20% of original device value | R 1750 |
| R 25001 to R 30000 | 20% of original device value | R 2250 |
| R 30001 to R 35000 | 20% of original device value | R 2750 |
| R 35001 to R 42500 | 25% of original device value | R 3500 |
| R 42501 to R 50000 | 25% of original device value | R 4500 |
Contact us
Call the Cell C Device Insurance call centre on 084 157 0007 Option 1, free from a Cell C phone, and the friendly consultant will be able to assist you with sales, queries and claims.
Call 084 157 0007
Email Addresses:
- Information: info@deviceinsurance.co.za
- Claims: claims@deviceinsurance.co.za
- Complaints: complaints@deviceinsurance.co.za
FAQ's
How to Apply
- Option 1: Apply for Cell C Device Insurance here.
- Option 2: Request Cell C Device Insurance at your nearest Cell C store where a friendly agent will assist you with your application.
- Option 3: SMS the word 'Insurance' to 14770 (free from a Cell C number) and one of our insurance advisers will call you back to complete your application telephonically.
- Option 4: Call our Cell C Call centre on 084 157 0007 Option 1 (free from a Cell C number) and complete your application telephonically.
Who is worldwide advisory service?
Worldwide Advisory Services is the Cell C Device Insurance administrator appointed by Hollard Insurance. The Worldwide Call Centre handles all Cell C Device Insurance activations, queries, cancellations and claims on behalf of Hollard Insurance.
How are the premiums determined?
The Cell C Device Insurance premiums are based on the retail value of your device. The premiums will be charged to your Cell C account.
How long am I covered for?
Premiums for Cell C Device Insurance will be billed monthly in advance. You will be covered as long as you have an active Cell C subscriber agreement and you pay your monthly Cell C bill (which includes the premium for your insurance). However, your insurance is only linked to the device and SIM card shown in your certificate of insurance. So, when you change your device or SIM card, you have to take out a new insurance policy for your new device or your new SIM card.
What happens if I do not pay my premium?
If a debit order is rejected, you will have 30 days (known as the grace period) to pay your account (including the premium amount) to Cell C. Cell C will attempt to debit your bank account for your outstanding account in this 30-day period and if that collection is successful your cover under this policy will continue. If the outstanding amount is not received by Cell C in this 30-day period, your cover ends automatically at midnight on the last day of the month for which you have paid your Cell C account. If you have a claim during the 30 days, you must first pay your outstanding cell phone account (including the premium amount) to Cell C, before your claim will be considered.
How do I go about making a claim?
Please refer to the detailed claims process by clicking here.
What happens in the event of a lost or stolen device?
- Notify Cell C immediately so that they can blacklist the SIM card or device on the Cell C network by calling the Cell C Customer Care centre on 135 or 084-135. This lost or stolen SIM card or device may never be used again. We cannot process your claim unless this has been done.
- Notify the police within 48 hours of the device being blacklisted and provide them with the reference number you received from Cell C.
- Provide Worldwide Advisory Services with the police case number and an affidavit confirming the details of the claim incident.
What happens in the event of a damaged device?
- After you've notified Worldwide Advisory Services by following the claims process , Worldwide Advisory Services will inform the Cell C Repair Centre of the damage, and provide the Repair Centre with a claim reference number. You must take the damaged device to your nearest Cell C store or service centre and tell Worldwide Advisory Services where you've taken it. The Repair Centre arrange for a courier to collect the damaged device from the relevant Cell C store and deliver it to the Repair Centre.
- On receipt of the device, the Repair Centre will assess the damage and advise Worldwide Advisory Services if the device is repairable or beyond economic repair. If the device can be repaired, the Repair Centre will conduct the necessary repairs and the device will be sent back to the Cell C store requested by you. If the device is not repairable, you will receive a new device depending on availability as explained below:
- If the same make and model of the device is still available on the market or from the suppliers, we will replace your device with the same make and model.
- If the device is no longer available on the market or from the suppliers, we will replace your device with a different make or model with the same or similar features and quality.
- The value of the replacement device will be the lesser of the value of the insured device as at the date of the insured event; and the maximum insured value shown in your policy schedule.
How is the excess payable?
You must pay your excess as soon as your claim is approved and before your device is repaired or replaced. Worldwide Advisory Services will tell you when you must pay your excess. Click here for more information.