Complimentary mobile phone insurance FAQ

Mobile phone insurance will reimburse you, the eligible NAB Rewards Signature Cardholder for accidental damage or theft of your eligible mobile phone.

This benefit is supplemental coverage, which means that you will be reimbursed for accidental damage or theft of your eligible mobile phone not otherwise covered by other benefits or insurance policies you may have, including benefits or insurance policies with any other institution or insurance provider.

You will be reimbursed for the lesser of the following amounts:

• the actual cost to repair or replace your eligible mobile phone after deducting the excess amount of fifty Australian Dollars (AUD $50);
• the Per Occurrence Limit (AUD $1,000).

You can view or download your coverage terms and conditions (PDF, 145KB), opens in new window.

NAB Rewards Signature Card

Any type of mobile phone or smartphone that you pay your monthly mobile plan bill for with your NAB Rewards Signature Card will be covered. Tablets will not be covered.

Monthly mobile plans are usually set up as a contract and features a monthly billing arrangement. If you are on a monthly mobile plan, you will receive a bill every month and at the end of that billing cycle your plan inclusions will automatically refresh.

As outlined in the terms and conditions, to be eligible for complimentary mobile phone insurance, you must meet the below criteria:

• You must have a monthly mobile plan meaning an eligible mobile phone subscription where you enter into a contract with your mobile provider for a mobile phone and SIM or a SIM only plan with a monthly 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 monthly mobile plan bills to your NAB Rewards Signature Card account.
• Your monthly mobile plan bill for the billing cycle preceding the month in which the accidental damage or theft occurred must be paid in full on your NAB Rewards Signature Card.

You are not eligible if you do not hold a NAB Rewards Signature Card or if you pay your monthly mobile plan bill with your NAB Rewards Signature Card and have:

• an irregular one-off payment i.e. prepaid mobile plans that are 30, 60, 90 or 365 day plans.
  
• no ongoing agreement with your provider for a mobile service i.e. one-off phone top up purchase that has an expiration date.
  

There is no requirement to register for this benefit. You are automatically covered provided you meet the eligibility criteria that is outlined in the terms and conditions. In summary these are as follows:

• you have a monthly mobile plan meaning an eligible mobile phone subscription where you enter into a contract with a mobile provider with a monthly billing arrangement; and
• you charge monthly mobile plan bills to your NAB Rewards Signature Card.

There is no additional cost.  This is a complimentary insurance benefit that is available to you provided you meet the eligibility criteria set out in the terms and conditions.

The cover will start on the first day of the calendar month following the payment of your monthly mobile plan bill and it will be valid until the last day of the calendar month.

• The coverage will continue if you continuously pay your monthly mobile plan bill using your NAB Rewards Signature Card.
• Please note that your coverage will be suspended on the first day of the following calendar month if you fail to pay your monthly mobile plan bill for your eligible mobile phone using your NAB Rewards Signature Card . Once you pay your monthly mobile plan bill using your NAB Rewards Signature Card , the coverage will resume on the first day of the next month for the period of one calendar month.

For example, if you pay your monthly mobile plan bill on 15 February using your NAB Rewards Signature Card , the insurance coverage automatically starts from 1 March until 31 March. If you do not pay your monthly mobile plan bill in the month of March, there will be no insurance coverage in April. If you then pay your monthly mobile plan bill in full on 5 May, the insurance coverage will resume from 1 June until 30 June.

You’ll need to log in to lodge a claim, opens in new window. 

By clicking the above link, you will be leaving NAB’s website and going to a third party website (with its own terms of use and privacy policy). NAB is not responsible for the products, services and content on the third party website.

Alternatively, contact AIG to obtain a claim form and instructions on how to make a claim. AIG’s contact details are set out below:

AIG Australia Limited

Level 19, 2 Park Street
SYDNEY NSW 2000
Australia

Tel: +61395224111

Customer Service Timing: Monday to Friday, 8:30am to 5:30pm (AEST/ADST)

Email: Apac.partners@AIG.com

You must file a claim as soon as reasonably practicable, and provide the completed and signed claim form with all requested documentation as soon as reasonably practicable after the date of accidental damage or theft.

You will need to include the following documents with your completed claim form after the accidental damage or theft to ensure faster claims processing:

• Completed and signed claim form;
  
• Copies of your NAB Rewards Signature Card statement reflecting your monthly mobile plan payment was made the month prior to the date of accidental damage or theft;
  
• If available, a copy of the original eligible mobile phone purchase receipt or other sufficient proof of the eligible mobile phone model currently linked to your mobile phone account;
  
• If you have an existing insurance cover from your mobile operator, a copy of the insurance claim to them, or in the event that 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 estimate and photos of the accidental damage.  You may also be required to send in the damaged eligible mobile phone(s) at your expense, for further evaluation of your claim;
  
• If the claim is for theft, you will need to include a copy of the police report filed.

There are no fees associated with making a claim. However, if the claim is approved, the claim reimbursement amount will be subject to the deduction of the excess of Fifty Australian Dollars (AUD $50) for each and every claim under mobile phone insurance.

AIG will endeavor to process your claim within 7-9 working days after you have submitted all the documents required.

The 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 below: 

AIG Australia Limited

Level 19, 2 Park Street
SYDNEY NSW 2000
Australia

Tel: +61395224111

Customer Service Timing: Monday to Friday, 8:30am to 5:30pm (AEST/ADST)

Email: Apac.partners@AIG.com

he benefit summary is as follows and is subject to the coverage terms and conditions:

• Annual Aggregate Limit: $1,650
  
• Benefit Limit Per Occurrence: $1,000
  
• Excess: $50
  

 AIG will pay you up to the maximum of $1,000 for each claim. Any further claims that occur within 12 months from the first claim are subject to the Annual Aggregate Limit of $1,650 per eligible cardholder. 

Under mobile phone insurance, for each and every claim, you will need to pay an Excess of $50.

Depending on the nature and circumstances of the accidental damage or theft, AIG may choose to reimburse the cost of repair or the cost to replace your mobile phone up to the per occurrence limit amount of $1,000, whichever is less. For example:

• The repair cost up to AUD $1,000 after deducting the excess amount of $50; or
  
• The current suggested retail price of a similar quality replacement mobile phone (including taxes, delivery and transportation charges or fees associated with the service provider) up to $1,000 after deducting the excess amount of $50.
  

During the claims process you will be asked to provide your bank details. If your claim is approved, payment will be made directly into your nominated bank account.

The following is not covered by mobile phone insurance:

• Mobile phone accessories other than the standard battery and/or standard antenna provided by the manufacturer;
  
• Eligible mobile phones that are lost or Mysteriously Disappear meaning that the phone vanished in an unexplained manner without evidence of a wrongful act by a person or persons;
  
• Eligible mobile phones under the care and control of a common carrier, including, but not limited to, the postal service, airplanes or delivery service;
  
• Eligible mobile phones stolen from baggage unless hand-carried and under your supervision or under the supervision of your traveling companion who is known to you;
  
• Cosmetic damage such as a dent or scratch to the eligible mobile phone, or damage that does not impact the eligible mobile phones operation and functions (including minor screen cracks and fractures less than 5 cm in length that does not prevent the ability to make or receive phone calls or to use other operations and functions of the eligible mobile phone);
  
• Accidental damage or theft resulting from any intentional acts or omission by you or anyone acting on your behalf, wilful damage, destruction or misplacement of the eligible mobile phone, fraud, hostilities of any kind (including, but not limited to, war, invasion, rebellion or insurrection), confiscation by the authorities, risks of contraband, illegal activities, normal wear and tear, flood, earthquake, radioactive contamination, or damage from inherent product defects or vermin;
  
• Accidental damage or theft resulting from mis-delivery or voluntary parting from the eligible mobile phone;
  
• A mobile phone purchased for resale or commercial use;
  
• Electrical, electronic or mechanical defects where there is no evidence of accidental damage.
  

The actual cost to replace the eligible mobile phone means the current recommended retail price of a similar quality replacement mobile phone (including taxes, delivery and transportation charges or fees associated with your service provider).

• You must be a NAB Rewards Signature Cardholder.
  
• You must pay your monthly mobile plan bill using your NAB Rewards Signature Card. 
  
• To avoid suspension of coverage, you must pay your mobile phone bill monthly using your NAB Rewards Signature Card.
  
• You shall use due diligence and do all things reasonable to avoid or diminish any loss or damage to the mobile phone from accidental damage or theft.
  
• If your claim is in any respect fraudulent, all benefits in respect of your claim will be forfeited.
  
•  AIG reserves the right to amend any of the coverage terms and conditions following notice to you under the policy.

You can view or download your coverage terms and conditions (PDF, 145KB), opens in new window.