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Complimentary Mobile Phone Insurance

Because accidents happen.

 

If you spend a lot of time on your mobile phone, it could be at risk of Accidental Damage or even Theft. Now you can feel good knowing you’ve got complimentary mobile phone insurance just for paying your Monthly Mobile Plan bill with your eligible Citi credit card.

Please note that you must have a contract with a mobile provider and a monthly automatic billing arrangement.

Insuring your eligible mobile phone with Citi

  • What Citi Cards are eligible for complimentary mobile phone insurance?

    Citi Cards that are eligible are:

    Citi Prestige (Visa and Mastercard)

    Citi Premier (Visa and Mastercard)

    Citi Rewards (Visa and Mastercard)

    Emirates Citi World Mastercard

    Linked Diners Club Card attached to your Citi Prestige, Citi Premier or Citi Rewards Card 

  • Can I get cover?

    Got a Monthly Mobile Plan? Then we’ve got you covered. Just pay your Monthly Mobile Plan bill each month with your eligible Citi credit card or Linked Diners Club Card. Unfortunately, this offer doesn’t extend to prepaid plans.

  • What is actually covered?

    Our insurance covers you for Accidental Damage that affects your eligible mobile phone from working the way it should, like if you can’t make calls for example. We'll also cover you for unavoidable Theft.

  • What do I need to pay?

    Nothing for the insurance. It’s on us. If you do make a claim there is a $50 excess that you need to chip in for, which isn’t too bad. We’ll pay up to $1,000 per claim with an annual limit of $1,650.

  • What isn’t covered?

    If you lose your eligible mobile phone when you’re out and about, that won’t be covered. A little bit of wear-and-tear or self-inflicted damage won’t be covered either, but if an accident occurs that affects your eligible mobile phone from working the way it should, that’s what we’re here for.

  • What else should I know?

    Your eligible mobile phone is covered on the first day of the following month after you have paid your Monthly Mobile Plan bill with your eligible Citi credit card or Linked Diners Club Card. You’re covered as long as you keep paying your Monthly Mobile Plan bills. If you miss one, your cover will be suspended.

    View the full terms and conditions here.

  • How do I make a claim?

    To lodge a claim please log on to https://au.mycardbenefits.com or send a notification to 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: 8:30AM to 5:30PM, Monday to Friday
    Email: APAC.Mastercard@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 to the address provided.

  • What documents do I need to submit with my claim?

    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 eligible Citi Credit Card or Linked Diners Club Card statement reflecting that your Monthly Mobile Plan payment was made the month prior to the date of Accidental Damage or Theft;
    • If available, a copy of your original eligible mobile phone purchase receipt or other sufficient proof of the eligible mobile phone model currently linked to your account;
    • If you have an existing insurance cover from your mobile provider, a copy of your 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. We may also require you to send in the damaged eligible mobile phone(s), at your expense, for further evaluation of your claim;
    • If your claim is for Theft, you will need to include a copy of the police report filed.

  • What is Mobile Phone Protection Insurance?

    Mobile Phone Protection Insurance will reimburse you, the eligible Citi Credit Cardholder or Linked Diners Club Cardholder for Accidental Damage or Theft of your eligible mobile phone.

    This benefit is supplemental coverage, which means that we will reimburse you for Accidental Damage or Theft of your eligible mobile phone not otherwise covered by other benefits or insurance policies you may have with us, or any other institution or insurance provider.

    We will reimburse you 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 here.

  • What Citi Cards are eligible for Mobile Phone Protection Insurance?

    Citi Cards that are eligible for Mobile Phone Protection Insurance are:

    • Citi Prestige (Visa and Mastercard)
    • Citi Premier (Visa and Mastercard)
    • Citi Rewards (Visa and Mastercard)
    • Emirates Citi World Mastercard
    • Linked Diners Club Card attached to your Citi Prestige, Citi Premier or Citi Rewards Card
  • Which devices are eligible for the Mobile Phone Protection Insurance benefit?

    We cover any type of mobile phone or smartphone that you pay your Monthly Mobile Plan bill for with your Eligible Card. We do not cover tablets.

  • What is a Monthly Mobile Plan?

    Monthly Mobile Plans are usually set up as a contract and features a monthly automatic 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.

  • Am I eligible for Mobile Phone Protection Insurance?

    As outlined in the terms and conditions, to be eligible for Mobile Phone Protection 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 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 Eligible Card account.
    • Your Monthly Mobile Plan bill for the billing cycle preceding the month in which the Accidental Damage or Theft occurred is paid in full on your Eligible Card.
  • When am I not eligible for Mobile Phone Protection Insurance?

    You are not eligible if you do not hold an Eligible Card or if you pay your Monthly Mobile Plan bill with your Eligible 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.
  • How do I register for this benefit?

    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 Eligible Card.
  • Are my additional cardholders eligible and able to claim?

    You will be covered if you have been issued an eligible Citi Credit Card or Linked Diners Club Card, including your additional cardholders on the same account if they also meet the eligibility criteria. Please note that they will need to pay their Monthly Mobile Plan bill using their Eligible Card.

  • How much does it cost?

    Zero. This is a complimentary insurance benefit that is available to you provided you meet the eligibility criteria set out in the terms and conditions.

  • When does the insurance start and end?

    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 Eligible 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 Eligible Card. Once you pay your Monthly Mobile Plan bill using your Eligible 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 Eligible 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.

  • How do I make a claim?

    To lodge a claim please log on to https://au.mycardbenefits.com or send a notification to 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: 8:30AM to 5:30PM, Monday to Friday
    Email: APAC.Mastercard@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 to the address provided.

  • What documents do I need to submit with my claim?

    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 eligible Citi Credit Card or Linked Diners Club 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 account;
    • If you have an existing insurance cover from your mobile provider, 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. We may also require you 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.
  • How long will it take to process my claim?

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

  • Are there any fees associated with making a claim?

    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 Protection Insurance.

  • How do I track my claim?

    Our 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: 8:30AM to 5:30PM, Monday to Friday
    Email: APAC.Mastercard@aig.com

  • How much am I covered for?

    The 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


    We will pay you up to the maximum Per Occurrence Limit for each claim as stated in the Summary of Cover table above. Any further claims that occur within 12 months from the first claim are subject to the Annual Aggregate Limit per Eligible Cardholder. This means that our maximum liability under the Group Policy may not exceed the Annual Aggregate Limit per Eligible Card within a period of twelve (12) consecutive months.

    Under Mobile Phone Protection Insurance, for each and every claim, you will need to pay an Excess of AUD 50.

  • What will I be reimbursed?

    Depending on the nature and circumstances of the Accidental Damage or Theft, we may choose to reimburse the cost of repair or the cost to replace your mobile phone up to the per occurrence limit amount stated on the summary of cover, whichever is less. For example:

    • The repair cost up to AUD 1,000 after deducting the excess amount of the Fifty Australian dollars (AUD 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 AUD 1,000 after deducting the excess amount of the Fifty Australian dollars (AUD 50).
  • How will I be reimbursed?

    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.

  • What is not covered?

    The following is not covered by Mobile Phone Protection 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.
  • What is Mobile Replacement?

    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).

  • What are the important things I should remember about Mobile Phone Protection Insurance?

    • You must be an Eligible Cardholder
    • You must pay your Monthly Mobile Plan bill using your Eligible Card.
    • To avoid suspension of coverage, you must pay your mobile phone bill monthly.
    • 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.
    • We reserve the right to amend any of the terms and conditions of the Group Policy following notice to you under the policy.

    You can view or download your coverage terms and conditions here.

Disclaimer

This Mobile Phone Protection Insurance (Cover) is provided under and by way of a group policy (Group Policy) issued by AIG Australia Limited (ABN 93 004 727 753, AFSL 381 686) (AIG) to Citigroup Pty Limited (Citi) (ABN 88 004 325 080, AFSL and Australian credit licence 238098).

This Cover is available to Cardholders (“you/your”) while you remain a Mastercard and/or Visa cardholder of Citi, subject to Citi’s and AIG's right to alter the Cover. The terms, conditions and excluded cover are specified in the 'Citi Credit Cards Complimentary Mobile Phone Insurance Terms and Conditions'. Changes to the ‘Citi Credit Cards Complimentary Mobile Phone Insurance Terms and Conditions’ or the cancellation of Cover will be notified to you by Citi.

So as to make sure that the Cover meets your needs and is suitable for you and your personal circumstances, these terms and conditions must be reviewed by you and, if necessary, you should also seek independent financial advice in relation to same.

Citi is not the issuer or insurer of the Cover

Citi has entered into an insurance contract issued by AIG with the intention that the benefit of the Cover is extended to Cardholders. Neither Citi nor any of its related corporations guarantee any of the benefits under the Cover. The Cover is provided for your benefit under the Group Policy. Citi is the policyholder under the Group Policy When eligible, you have the benefit of cover as a third party beneficiary solely by reason of the statutory operation of Section 48 of the Insurance Contracts Act 1984 (Cth). Citi does not hold anything on trust for, or for the benefit of, or on behalf of, you in relation to the Cover. If you meet the eligibility criteria for the Cover, the Cover is provided at no additional cost to you. Citi does not receive any commission or remuneration from AIG in connection with this Cover. Neither Citi nor any of its related corporations are authorised representatives (under the Corporations Act 2001 (Cth) of AIG. Citi does not act on behalf of AIG or on your behalf in relation to the Cover and nothing prevents any of Citi or AIG from entering into other insurance arrangements. Any eligible or admitted claim you make under the Group Policy which is covered will be paid by AIG.

Mastercard is not the issuer or insurer of the Cover

Mastercard does not underwrite any insurance business or otherwise act as an insurer, insurance advisor or insurance agent. AIG, and not Mastercard, is providing the relevant insurance benefits and handling any corresponding claims. Mastercard is not in any way responsible for the handling, disposition or payment of any claim submitted via AIG’s website or otherwise.

AIG may terminate the Cover in accordance with 60 of the Insurance Contracts Act 1984 (Cth) by providing Citi with at least 40 days’ prior written notice of the proposed termination. Citi will give you prior written notice if Cover ends.

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