Mobile Insurance claims.....who you gunna call?

Question

Thought it would be timely to provide a bit of background on our Premium Care Mobile Insurance.
So, we all know it's never any fun losing or damaging a mobile handset or tablet, however you can rest easy by taking out our Premium Care Mobile Insurance Smart Cover.
And now for the low down on claims:
Warranty:
Firstly, if your mobile phone or tablet has a defect (or develops a defect) which is covered by a standard manufacturer's warranty or rights under consumer laws, take it into a Telstra Store or place of purchase for assistance.
Keep in mind that you cannot make a claim for mechanical failure under Smart Cover if your handset is still covered by a standard manufacturer's warranty or rights under consumer laws – in that case, please return your handset to your nearest Telstra Store or place of purchase for further assistance.
Making an insurance claim:
If you need to make a claim, call our Premium Care Claims Team on 1300 047 962 available from 9am to 5pm AEST Monday to Friday, and 9am to 1pm AEST on Saturday.
To lodge an insurance claim outside these hours, you can complete the online Claim Request Form and a claims Consultant may contact you for further information and assistance to settle your claim.
Or if you’ve lost/had your device stolen please call 125 111 or 13 22 00 so we can block your phone from being used and set up call diversion to another number of your choosing.
As with any claim, you will be required to provide certain details and fulfil certain conditions before your claim can be settled.
Who do I contact if I have questions during the process?
Once you have submitted a claim if you have any questions about the claim you will need to call 1300 047 962 rather than going in store, calling us directly or through our social media platforms - so contacting the insurance team directly really is the only way to go.
Repairs:
If you’ve taken your phone into a store for repairs, you will need to keep in touch with the store directly, which is easily done via our store locator.
Once you’ve found the store simply click the Telstra bubble  and the address/phone number will pop up, simply click ‘View Details’ for more details, including the managers name, opening hours – you also have the option to make an appointment. 
This is the Telstra bubble:
Hope that helps....
CrowdSurfer.....and yes I have had to claim for damage to my previous iPhone4
 

Answer 1

Hey Lukeolds,
Sorry to hear that you have sustained damage to your handset whilst on your travels and need to make a claim for this to be actioned further. I would just like to ask what insurance it is that you had on this account as the Premium Care Mobile Insurance was no longer offered after September 2013 unless you had a business account.
Do you have the Stay Connected service on your account that you were seeking to have the claim started, so you can have the fix completed? 
More information on the Stay Connected service can be located at:
https://www.telstra.com.au/mobile-phones/plans-and-rates/stayconnected
This also includes the online claim form that can be completed, even though you are currently overseas. If your mother is authorised on the account, then she can be listed as the contact for this claim as a part of the online claim form. 
I hope that this is completed for you in a timely manner.