Level 1: Cadet

Broken and dead phone

Hi I have dropped and broken my phone it's on a plan and I don't think I have coverage for accidental breakage can I still ring and see if I can get a replacement phone. If so will I still have to pay a fee for it.

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Level 22: Superhuman
Level 22: Superhuman

Re: Broken and dead phone

If you didn't take out additional insurance cover, you won't get a replacement phone at no cost and you will still have to pay off any device repayment plan or pay out the handet cost in total if you want to order a new handset.


If you have home and contents insurance you might be able to claim on that policy.


Depending on what phone it is and what is actually wrong with it, one of the fix-it shops might be able to help or you will need to buy a replacement.

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Support Team
Support Team

Re: Broken and dead phone

Hi Pally2. 

SteveW_52 answer is correct, but if you are unsure, you can check to see if you took up Stay Connected or any device repair or replacement add ons via your Telstra App or My Account Simply log in and click on your broken mobile, then go to the add ons tab to see if you have these applied. 

If you have Stay Connected, you can lodge a report here to get this fixed;

If you are eligible to get this repaired under warranty, dowload our device care app and submit a request there. 

Otherwise you can also chat to our mobile faults team about this in more detail via the My Telstra App messaging service (link here Just click on the "Get Help" menu icon and then click on the "Message Us" button and type "" and a member of our team will be in touch to assist you with this. 

If you get stuck on the Telstra Assistant, you can type "Consultant" to get through to a Telstra Expert. 

You can also try calling on 133933 but wait times are long at the moment. Be sure to also record any reference numbers you are given so we can follow up here if needed. 


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