Loss, breakage or theft of your mobile: reflexes to adopt – Orange assistance, contact your mobile insurance – Orange assistance

Contact your mobile insurance

If you have a mobile using a cell package (ESIM), you must perform the following actions:

Loss, breakage or theft of your mobile: reflexes to adopt

In the event of loss, breakage or theft of your phone, the right reflexes exposed below will avoid many inconveniences.

Hang your mobile line from your customer area

When your mobile is lost or stolen, you must as quickly as possible suspend your line and file a complaint (in the event of a flight). If you have second equipment connected to your mobile (e.g. connected watch) and it is lost or stolen, you must deactivate it to secure your personal data.

If you have orange insurance, contact it as soon as possible to manage your claim.

Hang your mobile line from your customer area

Hang your line (flight/loss)

Mono-product

When your mobile phone is stolen or lost, you must immediately suspend your line from your customer area to prevent its abusive use by a third person.

By connecting to your customer area (or by going to the Orange store), the IMEI of your phone will be provided to you. This IMEI will be asked for you when declaring the police and your insurance.

Multi-product
  • If another of your equipment contains a multi-Sim internet card and/or a multi-Sim calls & internet card you must also think of suspending your option.
  • In the case of the Apple Watch Cellulaire, you must proceed with the deactivation of your ESIM profile from the Watch application of your iPhone using the “Delete the Orange France” menu (this deletes the line associated with your watch but that does not delete the option). If the iPhone paired with your watch is lost or stolen, suspend the mobile line from your customer area or with your customer service to deactivate the ESIM card integrated into your watch.

File a complaint (flight)

  • In the event of theft of your mobile, file a complaint to the nearest police station or the gendarmerie.
  • In order to block your mobile and prohibit its use by a third party, you must communicate the serial number of your 15 -digit mobile (IMEI number). The IMEI number of your mobile appears on the purchase or savings invoice of your mobile phone or on the purchase box of it.

Be sure to communicate the IMEI number of the stolen mobile well and not that of another mobile by mistake. If in doubt, do not hesitate to call your customer service to make you confirm the right IMEI number.

  • Once the registration of your complaint has been made, the police services take care to send us the copy of the minutes of your complaint of complaint. Upon receipt of this report for filing a complaint, we proceed:
    • To the prohibition of trafficking from your mobile which results in the impossibility of using your mobile, even by inserting the SIM card of another operator. Your line and its invoicing have already been protected when requesting a mobile line suspension.
    • Reimbursement of your SIM card renewal costs.
    • Reimbursement of your subscription or package as well as your invoiced options. This reimbursement comes in proportion to the suspension duration of your line.

    Blocking your lost or stolen mobile makes it unusable on the national network and therefore makes its flight unnecessary. Carrying out this approach is a citizen gesture to discourage potential thieves.

    Declare a claim to insurance (flight / breakage / oxidation)

    CANCE and MONO CASSE AND FLIGHTS PRODUCT AND CASSE AND CASS AND FOLD MULTI-PURDIES SPB (subscribed before August 23, 2018)
    • Declare your claim in a few minutes (7 days a week, 24 hours a day) from orange insurance by connecting to the site: http: // orange.SPB.Having taken into account your file will be made more quickly. Provide your IMEI code (on the back of the battery, on the packaging box or from your customer area) and the purchase bill for your mobile (find the invoice of your mobile if necessary.
    • Follow the progress of your file on this same site at any time.
    Orange Mono Mobile Insurance Product and Multi-Products (subscribed after August 23, 2018)
    • Declare your mono-product or multi-product claim (Multi-SIM) From your customer area. Provide your IMEI code (on the back of the battery, on the packaging box or from your customer area) and the purchase bill for your mobile (if your mobile was bought in stores less than 2 years ago, the invoice is in your customer area, section Account > My documents) if applicable:
      • In case of theft.
      • In case of broken/oxidized mobile.

      Mobile loss is not covered by Orange mobile insurance.

      Precautions for use for your equipment before sending to insurance
      • If the disaster mobile is an iPhone: you must absolutely deactivate the geolocation of your iPhone before sending it to insurance. If your connected watch (3G/4G) is defective, you must delete your profile (and thus block access to the call journal or SMS) time for repair from the Watch application of your iPhone.

      The “location” function of your iPhone allows, from another device or from the iCloud website, locate your mobile and prevent its use in the event of theft or loss of it. By deactivating the geolocation of your iPhone, the data is deleted and your iPhone is dissociated from your iCloud account.

      • If you have a Google account on Android, we advise you to deactivate your Google account to prevent access to your personal data before sending it to insurance.

      Put your line in service (flight / loss)

      Renew your SIM card

      After the flight of your mobile, you must request a new SIM card:

      • From your customer area.
      • In one of our orange shops.
      • By contacting your customer service.

      The renewal of the SIM card (Multi-Sim, SIM of your Airbox, SIM of your 3G service) is paid but upon receipt of the flight report, Orange reimburses you this amount.

      Reactivate your line

      If you have found your mobile, you can restore your line:

      • From your customer area.
      • By contacting your customer service (from another mobile or a fixed position):
        • From France to compose 3900 (2) .
        • From abroad, compose 33 9 69 39 39 00 (3) .

        The reactivation of a line cannot be done if it is subject to a SIM card renewal. A mobile line suspended in the event of a mobile flight can only be reactivated with your customer service.

        If you have found your connected watch (in 3G/4G) you can “twin” the watch with your iPhone then create your profile again.

        Special case of a mobile with ESIM

        If you have a mobile using a cell package (ESIM), you must perform the following actions:

        • Ask for a new SIM card.
        • Reactivate your line.

        These approaches are the same mentioned above.

        • After activating your SIM card, you can again apply for ESIM from your customer area.

        The renewal of the SIM card is billed € 10. If the new ESIM request is made within less than 3 months, Orange reimburses you this amount on your invoice.

        (1) numbers billed at the cost of local, regional or national communication depending on the offers of each operator from a landline; communication deducted from the package from a mobile phone; From abroad: make up 00 33 970 (and the last six figures corresponding to customer service of your insurance), price of a call to France from a fixed position according to the tariffs determined by the operator.

        (2) 3900 (free service + call price). The service is free and the call is at the cost of a normal communication depending on the offer held, or dedicated to the package. The waiting time before putting in touch with an advisor is free from orange networks.

        (3) +33 9 69 39 00 (Cristal number not surcharged. Consult the tariffs of the operator of the country of appeal).

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        Contact your mobile insurance

        In the event of a claim, (theft, breakage) of your mobile, you must contact your insurance as quickly as you have taken out an insurance option. Here is the procedure to contact your Orange mobile insurance.

        • For insurance billed by GDT/CFCA, see our assistance page.
        • For insurance billed by Orange, if you have subscribed:
          • Before August 23, 2018, you must contact SPB.
          • After August 23, 2018, you must contact Orange mobile insurance. We tell you below the procedure to follow.

          Contact your insurance from your customer area

          If you have a 24 -hour insurance option, personal mobile insurance and family or mobile insurance excluded web:

          • Declare a broken or oxidized mobile or a stolen mobile via the online form accessible from the course Lost-Volé mobile of your customer area. You will be automatically put in touch with insurance.
          • Follow your disaster: the steps have been detailed point by point since the same section.

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