Quick Facts

• Premiums start from R20 per month (depending on phone value)
• All three providers cover theft, loss and accidental damage
• Your phone must be less than 30 days old to qualify
• Excess fees range from R150 to R450 depending on provider
• Claims must be filed within 30 days of incident

Understanding Cellphone Insurance in South Africa

Your cellphone is one of your most valuable possessions. It holds your contacts, banking apps, photos and work information. Losing it or having it stolen can be devastating.

Cellphone insurance helps protect you from these losses. You pay a monthly premium. In return, if your phone is stolen, lost or damaged, the insurance company will repair or replace it.

In South Africa, the three main providers are MTN (through Guardrisk), Vodacom (through their own insurance company), and Hollard (available through Cell C and retail stores like Ackermans, Game and Edgars).

Important: All three providers only insure NEW phones. You must buy insurance within 30 days of purchasing your device.

Key Differences at a Glance

MTN Insurance: Underwritten by Guardrisk. Covers phones up to R6,000 in value. Known for fast replacement (within 24 hours).

Vodacom Insurance: Their own insurance company. Premiums from R20 per month. Replaces phones within 48 hours. Offers worldwide coverage option.

Hollard Insurance: Available through Cell C and retail partners. Covers phones up to R50,000. Multiple coverage options available.

📱 MTN Device Insurance

What MTN Covers

MTN offers three different coverage options:

• All Risk Cover: Theft, loss and accidental damage
• Theft and Loss Only: No damage cover
• Repairs Only: Accidental and liquid damage only

Who Can Get MTN Insurance

• All MTN customers (contract and prepaid)
• Phone must be bought within last 30 days
• Phone value up to R6,000 maximum
• Must use MTN SIM card in the insured phone
• Covers phones, laptops, smartwatches and modems

Monthly Costs

Premiums start from R19 per month. The exact cost depends on your phone’s retail value. More expensive phones cost more to insure.

Example pricing (2025):

• Huawei Y9 Prime (around R4,000): R85 per month
• Huawei P30 Lite (around R6,000): R107.94 per month

Excess Fees

When you claim, you must pay an excess:

• R300 if phone is stolen or total loss
• R150 if phone can be repaired
• Higher excess may apply for claims in first 6 months

Replacement Speed

MTN promises to replace stolen or lost phones within 24 hours. The replacement goes to your address or nearest MTN store.

How to Apply

• Dial 135 from your MTN phone
• Visit any MTN store
• Apply online at mtn.co.za
• Must have MTN SIM card active in phone

Important Conditions

• Your insured device MUST use the MTN SIM card listed on your policy
• Maximum coverage value: R6,000
• Device must be less than 30 days old when applying
• No coverage for wear and tear, cosmetic damage or software issues

📱 Vodacom Device Insurance

What Vodacom Covers

Vodacom offers two main options:

• Comprehensive Cover: Theft, loss and accidental damage (including water damage)
• Accidental Damage Only: Just covers accidents and water damage

Vodacom covers:

• Cracked screens (R2,500+ repair cost without insurance)
• Water damage (R500+ repair cost)
• Touchscreen damage (R2,000+ repair cost)
• Camera damage (R800+ repair cost)
• Even covers earphones and chargers

Who Can Get Vodacom Insurance

• All Vodacom customers (contract and prepaid)
• Device must be bought from Vodacom or approved dealer
• Must apply within 30 days of purchase
• Must use Vodacom SIM card in insured device
• Covers phones, tablets and laptops

Monthly Costs

Premiums start from R20 per month for basic devices. Cost depends on your device’s retail value.

Example pricing (2025):

• Budget phone (R2,000-R3,000): R20-R40 per month
• Mid-range phone (around R4,000): R85 per month
• Expensive phone (R6,000+): R115-R145 per month
• iPhone 11 (R10,000): Around R145 per month

Excess Fees

When you claim, you pay excess based on phone value:

• R450 for phones worth R5,000-R7,500
• 25% of replacement cost or R250 (whichever is higher) for new replacement
• Additional excess applies for claims in first 6 months
• Lower excess for “good-as-new” refurbished replacements

Replacement Speed

Vodacom replaces lost or stolen phones within 48 hours through their nationwide network. You can collect from nearest Vodacom store or have it delivered.

Special Features

• Worldwide coverage option available
• Covers accessories (chargers, earphones)
• Can add to existing Vodacom contract bill
• Business insurance options available

How to Apply

• Visit nearest Vodacom store
• Call 082 1952 (FREE from Vodacom)
• Email: [email protected]
• Apply when buying new device in store

Critical Condition

⚠️ VERY IMPORTANT: Your claim will NOT be paid if the Vodacom SIM card listed on your policy is not in the phone at the time of damage, theft or loss. This is stated in bold capital letters in their policy.

📱 Hollard Cellphone Insurance

What Hollard Covers

Hollard (underwriting Cell C insurance and available through retail stores) offers four different coverage options:

• Full Cover: Theft, accidental loss and accidental damage
• Loss and Theft Only: No damage cover
• Accidental Damage Only: Just accidents and liquid damage
• SIM Card Cover: Protection against SIM theft and fraudulent cloning

Where to Get Hollard Insurance

Hollard cellphone insurance is available through:

• Cell C: For Cell C customers
• Ackermans: When buying phone from Ackermans (added to your store account)
• Game: Available at Game stores
• Edgars: Can pay premium through Edgars account or debit order
• TymeBank: Funeral cover through Hollard Life

Coverage Limits

• Covers phones up to R50,000 in value
• Much higher than MTN (R6,000) and Vodacom limits
• Good for expensive flagship phones

Monthly Costs

Premiums based on retail value of device. Cell C charges from R1.20 per day (approximately R36 per month).

Costs depend on which retailer you use and coverage level selected.

Excess Fees and Benefits

• Basic excess varies by phone value
• Excess Buy-Down Option: Pay extra premium to reduce excess by 50%
• Example: If basic excess is R1,000, you only pay R500 with buy-down
• Only available for phones worth more than R7,500

Important Conditions (Cell C)

• Must apply within 30 days of purchase or upgrade
• Device must be used with Cell C SIM shown on policy
• Must make at least one call or SMS within 24 hours of policy start
• Must use phone (call/SMS) within 30 days before any claim
• Cover stops if you change device or SIM card

Retail Store Conditions

Ackermans:

• Only for Ackermans account holders
• Must buy phone from Ackermans store
• Premium added to your store account
• Penalty applies for claims in first 90 days
• Maximum 3 claims per 12 months
• 30 days to submit claims

How to Apply

Cell C customers:

• Apply at Cell C store
• SMS “Insurance” to 14770 (free from Cell C)
• Call 084 157 0007
• Apply online at cellc.co.za

Game customers:

• Apply when buying phone at Game store
• Call Game Insurance Helpline: 0861 005 675

Contact Information

• Hollard General: 0861 005 675
• Email: [email protected]
• Worldwide Call Centre: Handles Cell C claims and queries
• Physical Address: P.O. Box 22524, Helderkruin 1733

Side-by-Side Comparison

Feature	MTN	Vodacom	Hollard
Underwriter	Guardrisk Insurance	Vodacom Insurance Co.	Hollard Insurance
Who Can Apply	All MTN customers	All Vodacom customers	Cell C customers, retail store buyers
Starting Premium	From R19/month	From R20/month	From R36/month (R1.20/day)
Maximum Phone Value	R6,000	No stated limit	R50,000
Excess (Repairs)	R150	R450 or 25%	Varies (50% reduction available)
Excess (Total Loss)	R300	R450 or R250+	Varies by phone value
Replacement Time	Within 24 hours	Within 48 hours	Not specified
Coverage Options	All risk, loss/theft, repairs only	Comprehensive, damage only	4 options including SIM cover
Worldwide Cover	Not mentioned	✅ Available	Not mentioned
Accessory Cover	❌ No	✅ Yes (chargers, earphones)	❌ No
Apply Within	30 days of purchase	30 days of purchase	30 days of purchase
SIM Card Requirement	✅ Must use MTN SIM	✅ Must use Vodacom SIM	✅ Must use provider’s SIM

💰 Real Cost Examples

Here’s what you would actually pay with each provider for popular phones (prices as of 2025):

Budget Phone (R3,000-R4,000)

MTN	R85/month
Vodacom	R85/month
Hollard	R36-R85/month (varies by retailer)

Mid-Range Phone (R6,000-R8,000)

MTN	R107.94/month (only covers up to R6,000)
Vodacom	R115/month
Hollard	R90-R120/month (estimate)

Expensive Phone (R10,000+)

MTN	❌ Cannot insure (exceeds R6,000 limit)
Vodacom	R145/month
Hollard	R150-R200/month (estimate)

How to Make a Claim

If your phone is stolen, lost or damaged, follow these steps immediately:

Step 1: Blacklist Your Phone (For Theft/Loss)

Call your network provider to blacklist the device. This prevents criminals from using it.

• MTN: Dial 135 (ask for ITC number)
• Vodacom: Dial 082 135
• Cell C: Contact customer care at 084 157 0007

You’ll need your phone’s IMEI number. Find it by dialing *#06# on any phone, or check your phone’s original box.

Step 2: Report to Police (For Theft/Loss)

Go to your nearest SAPS police station within 48 hours. Bring:

• Your ID document
• Phone’s IMEI number
• ITC number from network provider
• Details of when and where incident happened

The police will give you a case number. Write it down – you need it for your insurance claim.

Step 3: Contact Your Insurer

MTN Insurance:

• Call 135 from MTN phone
• Visit MTN store
• Submit claim within 30 days

Vodacom Insurance:

• Call 082 1952 (FREE from Vodacom)
• Email: [email protected]
• Complete insurance claim form
• Submit within 30 days

Hollard/Cell C Insurance:

• Call Worldwide Call Centre: 0861 005 675
• Call Game helpline: 0861 005 675 (for Game purchases)
• Submit claim within 30 days

Step 4: Gather Required Documents

You’ll need to submit:

• Copy of your ID
• Copy of police report/affidavit (for theft/loss)
• SAPS case number
• ITC blacklisting reference number
• Proof of purchase (till slip, invoice)
• Photos of damage (for damage claims)
• Your insurance policy number

Step 5: Pay Your Excess

Once your claim is approved, you must pay the excess fee before getting replacement or repair. Excess amounts:

• MTN: R300 (total loss) or R150 (repair)
• Vodacom: R450 or 25% of value
• Hollard: Varies by phone value

Claim Processing Time

• MTN: Replacement within 24 hours (delivered to address or MTN store)
• Vodacom: Replacement within 48 hours
• Telkom: Claims finalised within 7 days
• Ackermans: Receive voucher for same value (minus excess)

🚨 Insurance Scams to Avoid

Cellphone insurance scams are increasing in South Africa. Protect yourself by knowing the common tricks criminals use.

Fake Insurance Sales

Scammers pretend to be insurance agents and sell fake policies.

• They call offering “special deals” on cellphone insurance
• Ask you to pay into personal bank accounts
• Send fake policy documents by email
• When you try to claim, you discover the policy doesn’t exist

How to protect yourself: Only buy insurance directly from your network provider’s official channels or authorised retail stores. Never pay into personal bank accounts.

AI-Generated Fake Claims (2025 Trend)

New threat: Criminals use AI to create fake damage photos and documents to make fraudulent claims. Insurers detect this using AI tools.

• Using same damage photos for multiple claims
• Submitting photos from internet as “your phone”
• AI-generated images of fake damage
• Fabricated repair invoices

Consequences if caught: Blacklisting from all insurers, policy cancellation, criminal charges and possible jail time.

Impersonation Fraud (356% Increase in 2024)

Criminals impersonate insurance companies or policyholders to steal money or information.

• Fake calls: Scammers call pretending to be from your insurer
• AI voice cloning: Using AI to copy voices of insurance agents
• Email scams: Emails look like official insurance communication (only one letter different)
• WhatsApp tricks: Messages asking for OTP codes or personal information

Fake Claims Agents

Criminals offer to “help” you make insurance claims in exchange for payment.

• Promise to get you bigger payouts
• Ask for upfront fees to “process” your claim
• Claim to have “inside contacts” at insurance companies
• Take your personal documents and disappear

Fake Recruitment Scams

Scammers pose as insurance companies recruiting employees.

• Offer fake “job opportunities” at Hollard, MTN or Vodacom insurance
• Ask you to pay for “background checks” or “training”
• Request your CV with personal information
• No real job exists – they just steal your money and identity

Red Flags – Never Trust Calls or Messages That:

• Ask for your banking details or CVV number over the phone
• Request payment to personal bank accounts
• Claim you’ve won a prize or insurance payout you didn’t claim
• Create urgency (“you must pay now or lose coverage”)
• Ask you to click suspicious links
• Request remote access to your phone or computer
• Offer deals “too good to be true”

⚠️ What’s NOT Covered by Any Provider

All three providers exclude certain things from coverage. Your claim will be rejected if:

Wrong SIM Card

This is the #1 reason claims are rejected! If you’re not using the correct network’s SIM card at the time of damage, theft or loss, your claim will NOT be paid.

• MTN insurance requires MTN SIM
• Vodacom insurance requires Vodacom SIM
• Cell C insurance requires Cell C SIM

Other Exclusions

• Wear and tear: Normal aging, scratches, fading
• Cosmetic damage: Scratches on casing that don’t affect function
• Software issues: Viruses, corrupt data, app problems
• Manufacturer defects: Problems covered by warranty
• Intentional damage: Deliberate breaking or neglect
• Phones given to others: If you lend your phone to someone
• Batteries: Battery failure (unless stolen with phone)
• Accessories: Most don’t cover accessories (except Vodacom)
• Unlawful use: Phone used for crime
• War/riots: Damage from SASRIA events
• Unpaid premiums: Coverage stops if you don’t pay

Waiting Periods and Penalties

• Ackermans: Penalty for claims in first 90 days
• Higher excess for multiple claims in first 6 months
• Some providers limit to 3 claims per 12 months

✅ Which Provider Should You Choose?

Choose MTN Insurance If:

• You’re an MTN customer
• Your phone costs R6,000 or less
• You want the fastest replacement (24 hours)
• You want lower excess fees (R150-R300)
• You’re happy with basic coverage options

Choose Vodacom Insurance If:

• You’re a Vodacom customer
• You want accessory cover (chargers, earphones)
• You travel internationally (worldwide cover available)
• You have an expensive phone (no upper limit)
• You want comprehensive water damage cover

Choose Hollard Insurance If:

• You have a very expensive phone (up to R50,000)
• You’re a Cell C customer
• You buy phones from Game, Ackermans or Edgars
• You want SIM card protection
• You want excess buy-down option (pay less excess)
• You prefer paying through store account

Other Cellphone Insurance Options

Home Contents Insurance

Companies like OUTsurance, King Price, and FNB let you add your cellphone to home contents cover.

• Pros: Usually cheaper, covers phone anywhere (“all risk” cover), no network requirement
• Cons: Need to have home contents policy first
• Costs: Around R119-R125 per month for R10,000 phone

Standalone Insurance Providers

• Naked Insurance: Lowest premiums in market
• King Price: Premiums decrease monthly as phone value drops
• FNB Device Insurance: Manage through online banking

Telkom Insurance

Telkom customers can insure phones by calling 0800 033 444. Claims finalised within 7 days. Underwritten by Mutual and Federal.

When Insurance Might Not Be Worth It

• If your phone costs less than R2,000
• If premiums over 24 months exceed phone’s value
• If you upgrade phones every year
• If you can afford to replace phone yourself

Your Consumer Rights

If Your Claim Is Rejected

If you believe your claim was wrongly rejected, you have rights:

1. Ask insurer for written explanation of rejection
2. Request internal review/escalation
3. Contact FAIS Ombud if still unsatisfied
4. Report to FSCA for regulatory issues

Important Case Example

FAIS Ombud recently ruled in favour of a customer whose claim was rejected for “wrong SIM card.” The customer told the consultant her son would use a different SIM. The consultant said it would still be insured. FAIS Ombud ordered the insurer to honour the claim.

Lesson: If a consultant gives you wrong information, you may still have a case. Always get advice in writing.

Where to Complain

FAIS Ombud	For insurance advice complaints
FSCA	0800 203 722 or [email protected]
Insurance Crime Bureau	Report fraud and scams
National Consumer Commission	0860 003 600

📞 Official Contact Information

MTN Insurance

• Customer Care: 135 (from MTN phone)
• Website: www.mtn.co.za/insurance
• Underwriter: Guardrisk Insurance (FSP 75)
• FSP Number: 44774

Vodacom Insurance

• Insurance Queries: 082 1952 (FREE from Vodacom)
• Blacklisting: 082 135
• Email: [email protected]
• Website: www.vodacom.co.za/insurance
• Company: Vodacom Insurance Company (RF) Limited

Hollard Insurance

• General Queries: 0861 005 675
• International: +27 11 351 5000
• Email: [email protected]
• Postal: P.O. Box 22524, Helderkruin 1733
• Website: www.hollard.co.za
• FSP Number: 1952/003004/06

Cell C Insurance (Hollard Underwritten)

• Customer Care: 084 157 0007
• SMS: “Insurance” to 14770 (FREE from Cell C)
• Website: www.cellc.co.za/deviceinsurance

Emergency Numbers

• SAPS Emergency: 10111
• SAPS Crime Stop: 08600 10111
• FSCA: 0800 203 722
• National Consumer Commission: 0860 003 600

Best for Most People: If you’re an MTN or Vodacom customer with a phone under R6,000, go with your network provider’s insurance. It’s convenient and offers fast replacement.

Best for Expensive Phones: If your phone costs more than R10,000, choose Vodacom (no limit) or Hollard (up to R50,000). MTN’s R6,000 limit won’t cover expensive phones.

Best Value: Compare network insurance with adding your phone to home contents insurance. Home contents is often cheaper and has no network requirements.

Before You Buy: Read the policy terms carefully. Make sure you understand the SIM card requirement, excess fees and exclusions. Keep your policy document safe.

Stay Safe: Only buy insurance from official channels. Never share banking details over the phone. Be alert for scams pretending to be insurance companies. When in doubt, call the official number directly.