Notice of policy changes

This notice covers important changes, additions or deletions made to your policy. It is important that you read this page and the Product Disclosure Statement (PDS) in its entirety to familiarise yourself with the terms and conditions that now apply to your Policy.

Policy updates

 

Old Wording  

New Wording  

4. Exclusions 

b. the loss of, theft or damage to Your Mobile Phone or BYO Mobile Phone when You have left it Unsecured and/or Unattended in a public place or a place to which the public had access at the time of the incident (including and not limited to Your workplace);

b. the loss of, theft or damage to Your Mobile Phone or BYO Mobile Phone when You have left it knowingly Unsecured and/or knowingly Unattended in a public place or a place to which the public had access at the time of the incident (including and not limited to Your workplace);

 

 

Old Wording  

New Wording  

10.

External Dispute Resolution  

In the unlikely event that your complaint is not resolved to your satisfaction, or a final response has not been provided within 45 days, you may refer the matter to the Financial Ombudsman Service Australia (FOS) subject to its terms of reference, which acts as our external dispute resolution provider. FOS is an independent body and its service is free to You.

FOS can be contacted on:

Free call: 1800 367 287

Post: GPO Box 3, Melbourne, Victoria 3001

Website: www.fos.org.au

Email address: info@fos.org.au

In the unlikely event that your complaint is not resolved to your satisfaction, or a final response has not been provided within 45 days, you may refer the matter to a free independent external dispute resolution service provided to customers to review and resolve complaints that fall within its terms of reference or rules as follows:

The Australian Financial Complaints Authority

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001.

If you want to continue your policy you don’t have to do a thing.

If you don’t want to renew your policy, contact us on 1300 555 100 before you pay your next invoice. 

If you have any further questions, feel free to call us on 1300 555 100.

If you want to continue your policy you don’t have to do a thing. Simply pay the updated premium amount shown on your Virgin monthly invoice.

If you don’t want to renew your policy, contact us on 1300 555 100 before you pay your next invoice.

If you have any further questions, feel free to call us on1300 555 100:

Policy Updates

Old Wording

New Wording

4. Exclusions

b. the loss of, theft or damage to Your Mobile Phone or BYO Mobile Phone when You have left it Unsecured and/or Unattended  in a public place or a place to which the public had access at the time of the incident (including and not limited to Your workplace);

4. Exclusions

b. the loss of, theft or damage to Your Mobile Phone or BYO Mobile Phone when You have left it knowingly Unsecured and/or knowingly Unattended  in a public place or a place to which the public had access at the time of the incident (including and not limited to Your workplace);

10. External Dispute Resolution

In the unlikely event that your complaint is not resolved to your satisfaction, or a final response has not been provided within 45 days, you may refer the matter to the Financial Ombudsman Service Australia (FOS) subject to its terms of reference, which acts as our external dispute resolution provider. FOS is an independent body and its service is free to You.

FOS can be contacted on:

Free call: 1800 367 287

Post: GPO Box 3, Melbourne, Victoria 3001

Website: www.fos.org.au

Email address: info@fos.org.au

10. External Dispute Resolution

In the unlikely event that your complaint is not resolved to your satisfaction, or a final response has not been provided within 45 days, you may refer the matter to a free independent external dispute resolution service provided to customers to review and resolve complaints that fall within its terms of reference or rules as follows:

The Australian Financial Complaints Authority

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001.



If you want to continue your policy you don’t have to do a thing.

If you don’t want to renew your policy, contact us on 1300 555 100 before you pay your next invoice. 

If you have any further questions, feel free to call us on 1300 555 100.

If you want to continue your policy you don’t have to do a thing. Simply pay the updated premium amount shown on your Virgin monthly invoice.

If you don’t want to renew your policy, contact us on 1300 555 100 before you pay your next invoice.

If you have any further questions, feel free to call us on1300 555 100:

Your mobile phone is an expensive item that travels with you all day, every day, so it makes sense to take steps to protect it.

Here are our top 3 tips for taking care of your precious asset:

  • Get a phone cover. We've all seen people struggling to use a phone with a smashed screen. A phone cover is a relatively cheap way to avoid costly clumsiness.
  • Enable password protection. If your phone is lost or stolen, a password makes it much harder for someone to access your email, online banking and other sensitive information.
  • Insurance for your phone. Mobile phone theft is on the rise, and your home insurance policy may not include your mobile phone - so for cover against a lost, stolen, or damaged phone and a low premium of $13.00 we can offer Virgin Mobile insurance*.

With our mobile phone insurance policy you are covered anywhere in the world. If it can't be fixed, it will be replaced with an equivalent model. Your insurance will cover up to $1250 worth of unauthorised calls if a not so nice person steals your phone in Australia, and up to $500 to rent a temporary replacement if you’re travelling overseas and your phone is stolen*.

The Lowdown

Monthly premium $13
Geographic cover International
Cover Repair & replacement of equivalent model if lost, damaged or stolen
Sum insured Up to $5000 per claim (subject to an excess)
If lost, damaged or stolen reimbursement Up to $1250 unauthorised calls
If lost, damaged or stolen outside Australia to hire an equivalent temporary replacement
 Up to a total of $500 per claim

Excess

Repair $125
Replacement $200
Repair or replacement with a phone less than RRP $200 $75

Click below to check out the Product Disclosure Statement, Mobile Phone Insurance Policy and Financial Services Guide.

View the PDS

Want to see the old
PDS? Click here

Want to find out more?
Risk Insure Pty Ltd

We understand that at times issues may arise and you may have a compliant.  If you feel unhappy or not satisfied about any of the Insurance processes, please let us know by following the Complaints process.   We will work with you to try and resolve it with you in a fair and transparent manner.

Stage 1 – Get in Touch

Please contact one of our Case Manager or email us about your concerns.   The Case Manager may be able to resolve the complaint for you.  If not, they will refer you to our Internal Dispute Resolution Team.

  • Telephone:  1300 303 772
  • Email: claims@riskinsure.com.au
    • With the subject line Complaint and your claim number
    • Mail: GPO BOX 7087 Hutt Street ADELAIDE  SA  5000

The Case Manager will respond to your complaint as soon as possible.  If we require more information, we will aim to get back to you with a decision within 15 business days of receipt of your complaint.

Stage 2. Internal Dispute Resolution (IDR)

If your complaint cannot be resolved or you are not satisfied with the outcome at Stage 1, you may request the matter be referred to our Internal Dispute Resolution area or you can choose to contact them via the following options:

  • Telephone: 1800 371 713
  • Email: IDR@riskinsure.com.au
  • Mail:  IDR GPO BOX 7087 Hutt Street ADELAIDE  SA  5000

IDR will treat your complaint as a dispute and assign a team member to conduct an independent review of the matter

IDR will contact you with a decision usually within 15 business days of receiving your dispute but within 45 days of when you first lodged your complaint.

Stage 3: External Review – Australian Financial Complaints Authority (AFCA)

In the unlikely event that your complaint/dispute has not been resolved to your satisfaction by the Internal Dispute Resolution Team, or your complaint has not been resolved within 45 days, you may contact the Australian Financial Complaints Authority (AFCA).

You can contact AFCA at:

  • Mail: GPO Box 3, Melbourne VIC 3001
  • Telephone: 1800 931 678

The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You also have the right to seek further legal assistance.

The Fine Print:

*Terms and conditions apply. Ensure this insurance is right for you by checking the full cover in the PDS/FSG. Note: insurance is only available within 30 days of the purchase of your new phone. You can cancel it any time. Our prices include GST, are correct as at 3rd November 2017 and may change from time to time.