Make a claim with Three Rescue.™

Frequently asked questions.

Can I make an insurance claim over the phone?

Best way to make a claim is online and you can do this 24/7, but if you prefer, you can give us a call on one of the numbers below:

•For mobile issues, call 333 free from a Three phone or 0333 338 1001 from any other phone*

•For tablets and Mobile Broadband, call 500 free from a Three phone or 0333 338 1003 from any other phone*.

•If your device has been lost or stolen while travelling abroad, call +44 7782 333 333. Standard roaming rates apply.

*You can call us 8am-9pm Monday to Friday or 9am-6pm on weekends, excluding UK bank holidays. 333 is free, excludes Essential Plans. Check price guide for full details. Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Calls from landlines and mobiles are included in free or inclusive calls package.

What happens after I make a claim?

Once your claim has been processed, we'll send you a replacement the next day. If your device is damaged or faulty, we'll need you to send it back to us. Please do the following:

1. Unlock your device and switch off or uninstall any apps (including Find My iPhone) which might prevent us from removing data.

2. Remove the battery (if you can), your SIM card and any accessories.

3. Seal the device in the prepaid envelope that came with your replacement and post it to us.

Please note that you'll have to pay a non-return fee (based on the value of the non-returned model) if you don't return your old device within 15 days of getting the replacement.

Make sure that you get proof of postage from the Post Office and confirmation of the weight of the package you're returning to us.

If your device has been lost or stolen, keep the prepaid envelope in case it turns up. We block and track all lost and stolen devices, since they become the property of the insurer once a claim has been settled.

How do I contact Three Rescue™?

You can email us at: threerescue@asurion.com, or if you need to call us, here are all the numbers you need:

•For mobile issues, call 333 free from a Three phone or 0333 338 1001 from any other phone*

•For tablets and Mobile Broadband, call 500 free from a Three phone or 0333 338 1003 from any other phone*.

•If your device has been lost or stolen while travelling abroad, call +44 7782 333 333. Standard roaming rates apply.

*You can call us 8am-9pm Monday to Friday or 9am-6pm on weekends, excluding UK bank holidays. 333 is free, excludes Essential Plans. Check price guide for full details. Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Calls from landlines and mobiles are included in free or inclusive calls package.

Is there an excess fee for claims?

Yes, the excess fee is outlined in your welcome letter. An excess fee is required because devices are getting more and more valuable, so they're expensive to replace. The excess fee helps us keep down the amount that you must pay every month.

What happens if my device is lost or stolen?

If your device is lost or stolen you’ll only be covered if you have Three Rescue™ Full Cover. But there are still some things you should do as soon as you realise your device is gone. Here’s all you need to know about reporting your device lost or stolen.