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Declare a theft or a faulty device with Smartphone Omnium

Mobile stolen or broken? Contact our customer service or file a claim online.

Has your smartphone been stolen?

  1. Have your smartphone and SIM card blocked.
  2. File a claim. You can file a claim online or call 0800 90 790 (+32 3 221 51 48 from abroad).
    Make sure you have the proof of purchase of your device and the police statement at hand.
  3. We will deliver another device and a new SIM card. There are 2 options:
    • You are a professional client, your claim is accepted before 15h. and you are in Belgium:
      We will deliver another device and a new SIM card the same day.
    • In any other case:
      We will deliver another device and a new SIM card the next day, to any address in Europe.

Is your smartphone broken?

  1. File a claim. You can file a claim online or call 0800 90 790 (+32 3 221 51 48 from abroad).
    Make sure you have the proof of purchase of your device at hand.
  2. Our employees will try to repair your device remotely.
  3. If this isn't possible, we will send you your repaired device (or if necessary another smartphone) at the latest the day after.

Don’t forget to deactivate the security settings of your broken mobile before exchanging it, e.g. Find My Mobile (Samsung) or Find My iPhone (Apple).

You will find all the details about the Smartphone Omnium option in the general terms and conditions.

In case of a repair or reset, all the data on your device will be deleted.
If possible, try to back up all your files beforehand: for example, by installing Proximus Cloud, OneDrive for Business or the cloud platform of your device (iCloud, Google Drive of Windows Cloud).

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