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Theft and Damage Insurance - MEO Help

Find out about MEO's Theft and Damage insurance and how you can claim it.

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Insurance

  • Theft and Damage insurance conditions

    When you buy equipment online—whether in a single payment or in installments—you have the option to purchase theft and damage insurance with monthly payments, a 1-year term, or a 2-year term.

    If you have chosen monthly insurance, the direct debit is made by the insurer, for a minimum of 12 months with automatic renewal. If you have chosen annual insurance for 1 or 2 years, the amount is charged with the equipment at the time of purchase.


    Effective October 27, 2026, the Smartphone and Cell Phone Theft and Damage Insurance policy will include Cyber Insurance at no additional cost. This coverage will protect you against digital risks and fraud.


    See the coverage details forTheft and Damage Insuranceand Cyber Insurance.

  • What do I need to do to file a claim under the Theft and Damage or Cyber insurance policy?

    If the equipment you purchased online has sustained any damage covered by the insurance, find out what steps to take to activate theTheft and Damage coverage. In the event of an accident, contact the insurance company immediately to report the claim by calling 21 350 02 70.


    If you identify a situation that may be covered by Cyber Insurance, you should keep all information related to the incident, contact the insurance company’s customer service at 213 500 270, and submit the requested documentation.
    The sooner you report the situation, the faster it can be reviewed.


    What are the steps to file a cyber insurance claim?
    1. Identify the situation and the type of incident.
    2. Gather and save the evidence: supporting documents, screenshots, emails, and any other available documentation.
    3. Contact Chubb's customer service.
    4. Submit the requested documentation.
    5. Monitor the progress of the case with the insurance company.

  • What does the Theft & Damage Insurance cover?

    The  Theft & Damage Insurance provides cover for:
    • Theft (includes burglary)
    • Accidental damage visible externally (provided the equipment has been operated correctly)
    • Liquid spillage
    • Fraudulent calls (up to 1000€)
    • Accessories (up to €250).

    Note: It does not cover the loss of equipment. Please read the contractual conditions which describe the exclusions and specific conditions.


  • What does Cyber Insurance cover?

    Cyber Insurance offers five types of coverage: Social Engineering, Online Shopping Fraud, Identity Theft, Cyberbullying, and Psychological Support. The coverage limit is €2,000 per year, with a maximum of €1,000 per claim and a €0 deductible.


    What Does Social Engineering Encompass?
    Reimbursement of amounts transferred as a direct result of an attack, in accordance with the policy.

    Social engineering is a scam in which criminals try to deceive people to obtain money, personal information, or access to online accounts. They often use phone calls, text messages, emails, or social media to impersonate banks, companies, family members, or other trusted entities.

    Common examples: fake calls from the bank, text regarding orders, urgent requests from family members, phishing emails, or scams involving online purchases and sales.


    What Does Online Shopping Fraud Coverage Include?
    Reimbursement for purchases made on a fraudulent website or platform, in accordance with the policy.

    This happens when a consumer is deceived while purchasing a product or service online. After payment, the item may never be delivered, may be different from what was advertised, or may have been sold through a fraudulent website or ad.

    Common examples: mobile phones or computers that never arrive, fake online stores, tickets to nonexistent events, fraudulent vacation reservations, or products that are very different from those shown in the ad.


    What Does Identity Theft Coverage Cover?
    Legal assistance and estimated costs for restoring identity, accounts, and records.

    This occurs when third parties use the personal data of customer without authorization to impersonate him. It can result in financial fraud, the creation of fake accounts, unauthorized access to online services, or the misuse of digital identity.

    Common examples: creating fake profiles on social media, misusing personal data to make purchases or sign up for services, unauthorized access to email accounts, or taking over digital accounts.


    What Does Cyberbullying Cover?
    Legal support for the removal of online content and the protection of rights.

    It consists of offensive, intimidating, or humiliating behavior carried out via the internet or digital media. It may involve abusive messages, threats, the sharing of content without consent, fake profiles, or smear campaigns on social media.

    Common examples: repeated offensive messages, creating fake profiles, posting photos without permission, spreading false information, or harassment via social media and messaging apps.


    What Does Psychological Support Cover?
    Sessions with a qualified professional, within the established limits.

    Some digital incidents can have a significant emotional impact. This coverage provides access to specialized support following situations covered by the insurance, to help you cope with stress, anxiety, or other emotional consequences of fraud, identity theft, cyberbullying, and other digital incidents.

    Common examples: financial loss due to online fraud, digital identity theft, harassment on social media, or compromised personal accounts.


    Coverage is subject to the policy's limits, exclusions, and conditions.

  • What is the annual premium payable for Theft & Damage Insurance?

    This value depends on the make and model of the equipment and the contracted term (12 or 24 months, 1 year or 2 years). The value is indicated in the simulation, before the customer joins.

  • What situations are not covered by Cyber Insurance?

    As with any insurance policy, there are situations that Cyber Insurance does not cover. The exclusions depend on the type of incident and are described in the policy documentation.


    Where can I find the exclusions?
    Detailed information regarding coverage, limits, exclusions, and claims procedures is provided in the General and Special Conditions of the Policy.

    How can you tell if a situation is covered?
    If you have questions about a specific case, you can contact the insurance company’s customer service at 213 500 270, where they will help you determine whether the situation is covered under your policy.


    All detailed information about Cyber Insurance, including coverage, limits, exclusions, and claims procedures, is available in the General and Special Policy Conditions.

  • Who is covered by Cyber Insurance, and for how long?

    Cyber Insurance is intended for customers customers who have purchased Theft and Damage Insurance for Cell Phones or Smartphones (after October 27, 2026) and who meet the policy conditions. Cyber Insurance remains in effect as long as the associated Theft and Damage Insurance remains valid.


    Who is covered by Cyber Insurance?
    Coverage applies to the policyholder, subject to the terms, limits, and conditions set forth in the policy documents. To view the covered individuals, eligibility requirements, and any exclusions, the customer should consult the
    General and Special Policy Conditions. 

    When does the coverage begin and end?
    Cyber Insurance remains in effect for as long as the associated Theft and Damage Insurance remains valid, in accordance with the terms of the policy.

  • How do I activate insurance for my equipment in the event of an accident or theft?

    The Theft and Damage Insurance for MEO equipment covers the risks of accidental damage and theft, including burglary(find out more about Theft and Damage Insurance).

    In the event of a loss whose consequences are fully or partially covered by the Policy’s coverage, the Insured ( customer ) must contact the insurer as soon as possible, no later than 8 days after becoming aware of the loss, and before performing any work on the equipment.

    You can contact the insurer by calling the CHUBB Helpline customers : 213 500 270 (Weekdays, 9 a.m. to 7 p.m. — call charges apply according to your carrier’s plan rates for calls to the national landline network).

    If the equipment has been stolen, you must first file a theft report with the competent authorities. Subsequently, you must send the Insurance Company a copy of the report, together with a copy of the purchase invoice.

  • How many claims can I make with Theft & Damage Insurance?

    You are entitled to 2 claims accepted in any 12-month period during the term of the policy.

  • If the equipment simply stops working, am I covered by the Theft & Damage Insurance?

    No. The insurance does not cover: wear and tear, scratches, shattering, cracks, discoloration, or gradual deterioration of your equipment.

  • Are the equipment's accessories covered by the Theft & Damage Insurance?

    The Theft & Damage Insurancewill cover (up to €250) the standard accessories provided by the manufacturer in the box with the mobile phone at the time of purchase.

  • Is there a deductible for Theft & Damage Insurance?

    Sim. In the event of a claim, there is a deductible to pay that depends on the insured amount. This amount will be paid directly to the insurer and only in the event of an accepted claim.

  • Does the insurance company back up the data on the equipment?

    No, only the equipment is insured. To safeguard your data (photos, software, music, etc.), you should make sure you have backup solutions installed.

  • How does the insurer identify the insured equipment?

    In addition to the brand and model, the insurance company uses the IMEI (International Mobile Equipment Identification) to identify the insured mobile phone . The IMEI is a unique identification code specific to each mobile phone and can be obtained by dialing *#06#*.

    If you change your mobile phone , it is important that you contact your insurer to update your policy with the correct details.

  • If I travel abroad, does the Theft & Damage Insurance cover apply?

    Sim, the coverage is global. The equipment is covered during the customer 's trips around the world.

  • If I leave my equipment forgotten somewhere and something happens, am I still covered by the Theft & Damage Insurance?

    If you leave mobile phone in a public place where others can see it and customer can't, participation may be refused.

    Examples of exclusions:
    • In a café, he goes to the bar and leaves mobile phone on the table unattended and out of his sight;
    • In the gym locker room, leave your mobile phone on the bench instead of locking it in a locker or taking it with you.

  • Is cosmetic damage covered by Theft & Damage Insurance?

    The equipment will only be repaired if it no longer functions normally. If, for example, the device has a scratch but continues to function normally, it will not be replaced.

  • What is the 14-day cooling-off period for Theft & Damage Insurance?

    By law, all customers have a 14-day cooling-off period. The 14-day cooling-off period is designed to ensure that the policy meets the customer's needs. If the customer is not completely satisfied, they can cancel their insurance in writing within the 14-day cooling-off period with the right to a refund of the premium paid. You will not be entitled to a refund of premiums in the event of a claim.

  • What happens if I want to cancel the Theft & Damage Insurance after the cooling-off period?

    After the 14-day cooling-off period, there will be no premium refund. However, if you still wish to cancel the insurance, you may do so by sending a written notice to the insurance company.

  • How can I get clarification or make a complaint about the equipment's insurance?

    Any request for clarification regarding the Theft and Damage Insurance should be requested:
    • Call the CHUBB “ customers ” Support Line: 213 500 270 (Weekdays, 9 a.m. to 7 p.m. — call charges apply according to your carrier’s plan for calls to the national landline network)
    • Send an email to: info.seguro@chubb.com

    If you are not satisfied with the response or wish to make a complaint, you can take it up with the insurance company:
    • By calling: 800 834 239 (free)
    • Send an email to: reclamacoes.pt@chubb.com
    • By mail, to the following address:
      CHUBB European Group SE - Portugal Branch
      Avenida da Liberdade No. 249 - 3rd Floor
      1250-143 Lisbon, Attention: "Claims Department - Claims Management"
    For questions regarding policies purchased before 8/11/2016, please contact the MAPRE insurance company:
    • By calling the helpline at customer: 707 502 940 (weekdays, 9 a.m. to 6 p.m.)
    • Send an email to: apoiocliente@mapfre.com