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Spark Device Insurance.

Spark's Device Insurance is available when you purchase an eligible device from Spark. You must be aged 18 or over or be a company, have (or open) a Spark Pay Monthly account and subscribe to the policy within 60 days of the date of purchase. See Spark Device Insurance Policy

Spark's policy is underwritten by Chubb Insurance New Zealand Limited (Chubb). Learn about Chubb in New Zealand

Key documents

What does it cover?

Device damage

Your device will be repaired or replaced with a refurbished device if it stops working normally as the result of an accident or a deliberate act by someone other than you.

Read about refurbished devices

Loss or Theft

Your device will be replaced with a refurbished device, and you will be reimbursed the unauthorised use charges if it's lost or unlawfully taken from you.

Worldwide coverage

You're covered while outside NZ when your device is accidentally damaged, lost or stolen.

Types of insurance.

Spark Device Care

Price

$8.95 /month

For mobiles $400 - $799.99

Excess of $150 for all claims

First month is free

Issued and underwritten by Chubb

Spark Device Protect

Price

$14.95 /month

For mobiles $800 - $3,500

Excess of $250 for all claims

First month is free

Issued and underwritten by Chubb

Note: If you migrated from our previous Mobile Insurance product, your new product names are Spark Device Guard ($8.95/month) and Spark Device Insure (promotional $10.95/month). Whenever your insured device is replaced, you will be automatically moved to the equivalent new product shown above.

Buying a new device?

Add a little peace of mind by getting Device Insurance for your new phone. 

View mobile devices

Add insurance to an existing device

You can buy Device Insurance for a phone you've already bought from Spark within 60 days of purchase. Bring your eligible, working device into a store and we'll get you sorted. 

What is an "eligible, working device"?

Important things to know

Please read the Spark Device Insurance Policy

  1. Who is covered:
    • You the policy holder. You must remain a Spark Pay Monthly account holder with a valid email address for communication.
    • Any spouse, partner, parent or child of the policy holder.
    • Any employee of the company policy holder.
  2. Cover will end if the policy holder terminates their Spark Pay Monthly account.
  3. The policy holder may not transfer the policy to any other person, but they may give or lend the insured device to a spouse, partner, parent or child, or to an employee (if the policy holder is a company) and continue with the policy as the policy holder.
  4. The policy covers device damage caused by an accident or a deliberate act of someone other than a person covered; or loss, or theft.
  5. The insured device will be repaired where possible or replaced with a refurbished device. Read more about refurbished devices

 

Financial strength rating

See the full details of the new Spark Device Insurance. Read Spark Device Insurance Policy

Chubb Insurance New Zealand Limited currently has an 'AA-' insurer financial strength rating given by S&P Global Ratings.

The rating scale:

AAA Extremely strong CCC Very weak
AA Very strong CC Extremely weak
A Strong SD - Selective default
BBB Good D - Default
BB Marginal R - Regulatory action
B Weak NR - Not rated

Frequently asked questions.

  • Device damage caused by an accident, or by a deliberate act from someone not covered by the policy.
  • Loss or theft.

Please note, you are not covered for:

  • Cosmetic damage (such as minor scratches) that does not stop the normal functioning of your mobile.
  • Breakdown covered by the device manufacturer's warranty.
  • Normal wear and tear.

For further details, read the Spark Device Insurance Policy

If your insured device has been accidentally damaged, lost or stolen, you must make a claim within 30 days of the event.

If the event occurred on or before 2 April 2024 and you had our previous Mobile Insurance cover you will need to go in store or call Aon on 0800 MOB INS (0800 662 467). Learn more about Mobile Insurance

If the event occurred on or after 3 April 2024, and you have signed up to our new Spark Device Insurance, you will need to submit a claim via the Spark app, MySpark or by calling Chubb on 0800 SPK INS (0800 775 467). If your insured device has been accidentally damaged, lost or stolen, you must make a claim within 30 days of the event.

If you're looking for how to make a claim under our previous Mobile Insurance product (administered by Aon), go to Mobile Insurance

Step 1 - Claim it

You can claim online 24/7 via MySpark or the Spark app.

Or you can call our specialist team on 0800 SPK INS (0800 775 467) - we're open Monday to Saturday from 8am to 8pm. 

  • Claims must be made within 30 days of the event. 
  • When your claim is approved and the Excess paid, you must go into the nearest Spark Store or Hub to hand in your device for repair or replacement.
Step 2 - Bring it in

Before bringing your device into a Spark Store or Hub:

  • If possible with the severity of the damage: remove all account information including passwords and lock codes, remove your SIM card from the device, and disable any location tracker.
  • Provide your Chubb Claim Reference number to our staff and they'll sort you out.
Step 3 - Replace or repair it

If your device is damaged beyond economical repair, Chubb will be in touch to offer replacement options.

Once your device is repaired or replaced, you will be able to collect it from the Spark store or Hub.
Step 1 - Block it

Call Spark on 0800 800 163 immediately, but no later than 48 hours after the mobile was lost or stolen.

This allows us to block your mobile and bar the SIM, so that unauthorised usage charges can be minimised.
Step 2 - Claim it

You can claim online 24/7 via MySpark or the Spark app.

Or you can call our specialist team on 0800 SPK INS (0800 775 467) - we're open Monday to Saturday from 8am to 8pm. 

Claims must be made within 30 days of the event. 
Step 3 - Replace it 

We'll send out a courier with your replacement device. You’ll receive an email containing track and trace details. 

Claims made over the weekend or being delivered outside of urban centres may take a little longer. 

Your insured device will be replaced in the event of loss, theft or if the damage is beyond economical repair.

  • We will make every effort to replace your insured device with a refurbished one of the same brand, model and specification. Due to the fast evolution of insured devices, this cannot be guaranteed nor can we guarantee to replace limited edition or special edition models.
  • If your insured device is replaced, the replacement will be a refurbished device. Where it is not possible to source a refurbished device (see information about refurbished device below), we will replace the insured device with a new one.
  • Your current policy will be cancelled and you will be issued with a new policy for the replacement device.

    Note: If you have the Spark Device Insure product, the promotional price of $10.95 will end, and the new policy will start with the standard price of $14.95/month. This is also true if your device is replaced during a warranty claim, out of box failure or early life failure.
  • You will receive a pro-rated credit on your next bill for the early cancellation of your current policy.

What is a refurbished device?

The replacement device will be from refurbished, second-hand stock that's been tested and is fully functional. It will come with a warranty that will last as long as the original device's manufacturer warranty, or 30 days from the date of replacement (whichever is longer). The warranty will be on the same terms as the warranty provided by the manufacturer of the replacement device.

We'll make every effort to replace your device with one of the same brand, model and specification but due to the fast evolution of the devices, this cannot be guaranteed. We cannot guarantee to replace limited or special edition insured devices.

No. Your Device Insurance is not related to your Interest Free Payment (IFP) term. You can choose to retain your insurance or cancel it any time via MySpark or the Spark app. 

What is an "eligible, working device"?

An eligible, working device:

  • Is a CAT, iPhone, OPPO or Samsung model priced between $400 - $3,500 (GST inclusive).
  • Is/was bought from Spark on a Pay Monthly account within the past 60 days.
  • Has no damage to exterior of phone (fine scratches that are just visible but cannot be felt with a fingertip are okay; deep scratches that are clearly visible and can be felt with a fingertip are not insurable).
  • Has no damage to the screen. No cracks, no lines, no dead pixels (fine scratches are okay).
  • Is working – can unlock and open apps.
  • Must have the stylus included if it was originally sold with the device.