So, you lost your phone while travelling, here’s what happens next

Even the savviest traveller can be caught out by a moment’s inattention. And if you often find yourself patting your pockets while fighting off a rising sense of panic, you’re not alone. In fact, during the first eight months of 2024, Southern Cross Travel Insurance (SCTI) paid out 230 claims to Australian travellers  for lost mobile phones. 

Take a deep breath. Losing a phone is common, and you’ll be okay. This could even be an opportunity to disconnect and truly immerse yourself in your travels. But before diving into that mindset, let’s walk through some practical steps to secure your data and get reconnected.

 

Before you go: Secure your smartphone, or say goodbye to your digital life

If you often find yourself asking, “Where did I put my phone?” you might already be familiar with how phone tracking apps can help locate your device.

However, if you’ve been taking risks with your phone’s security by carrying around an unsecured, untraceable phone in your pocket, now is the time to wise up.

If you’re not feeling tech-confident, ask for help rather than assuming everything will be fine. The best time to do this is before you even leave home. You’ll thank yourself later for taking the time to set up a few basic security measures in case your phone (or any device) goes missing during your travels.

Passwords and two-factor security

Handing over the keys to your digital life to a stranger is an unnecessary risk that can be easily avoided with some simple preparation. 

At a bare minimum, you should use a password or biometric scan to unlock your device. This is also a great way to keep your kids from sneaking device time. If you find they’ve clocked your pin, that’s a key sign it’s time to update the code.

For key apps like banking, social media, and email, enable two-factor authentication (2FA). If you’re not already using it, 2FA adds an extra layer of security to protect your online accounts. Instead of relying on a single password, it requires a second piece of information to confirm your identity when logging in. This extra layer makes it harder for thieves to access your accounts if you lose your phone or it gets stolen.

It's also a good idea to sign out of apps you won’t be using on your trip or remove them from your device (you can always reinstall them later).

  

Location Tracking

Get familiar with phone tracking features before your trip. Both Apple’s Find My and Google’s Find My Device apps can help locate your phone if it's missing. These apps use GPS to show your phone's current or last known location. Even if your phone is on silent, you can make it play a sound, remotely lock it, and display a message on the screen.

While tracking apps can help you locate your phone if you've forgotten it somewhere, be cautious about following their directions into unsafe areas. Always prioritise your safety over the desire to retrieve your device. If the tracking shows your phone is on the move and heading into a sketchy neighbourhood, consider chalking it up as a lost cause. 

Know your numbers

If you haven’t already, memorise your travel companion’s phone number (and your own!) so you can reach them without relying on your digital phone book. In the event your phone is lost or stolen, there are a few key numbers and details you should have stored offline that can be useful for tracking, blocking, or recovering it.

• International Mobile Equipment Identity (IMEI): A unique 15-digit number assigned to every mobile device with a SIM card. Your service provider can use this to blacklist your device and block it from accessing mobile networks, even if the SIM card is replaced. You can find this in your phone’s settings or on the original packaging.
• SIM Card Number (Integrated Circuit Card Identifier): This is the unique serial number of your SIM card. It’s helpful if you need to report a lost SIM and is usually printed on the SIM card itself or can be found in the Settings under SIM information.
• Google or Apple ID Credentials: Make sure you know your username and password for these accounts so you can access them remotely if your phone is lost. Also, ensure Google Backup or iCloud Backup is enabled. This way, you can set up a new device using a backup with all your data, settings, and apps.

 

What to do if your phone pulls a vanishing act for good

Hopefully you’ll spot your device sitting safely at the cafe you just left, and you can swing back to pick it up. If not, here’s your next steps. 

 

Erase your data remotely

If your phone isn’t recoverable, you can remotely erase all its data, though this may not delete anything stored on a removable SD card. Both Apple and Android devices need to be online for this feature to work. The erase command is permanent and will restore your device back to factory settings with all your personal information removed. 

Secure your accounts

Once you’ve taken care of your data it’s time to change your passwords to protect your accounts. Use another device to change your email, social media, banking, and other passwords. Remember to remove your lost phone as a trusted device for your two-factor authentication.

 

Report it

If you think your phone was stolen, report it to the local authority and get a police report. This will usually be necessary for insurance claims. Remember, if a Balinese monkey takes advantage of your turned back to nick your phone from a balcony (or other vulnerable spot) – you won’t be able to file a police report, as that’s technically not theft.   

You’ll also need to get in touch with your service provider and give them your IMEI and SIM numbers. They can blacklist your device and disable your number to prevent anyone from using it. You don’t want to end up with a sky-high bill if someone manages to unlock your phone and has a long-distance chinwag at your expense.

Beware of phishing attacks

There’s a chance that scammers might try to contact you, pretending to be your service provider, bank, or even law enforcement, asking for personal information. These attempts to steal your data or money can be extremely sophisticated so, stay vigilant. Always verify the source before sharing any details. If you are contacted and think it’s a valid call, use another device to call the bank or company back on their official numbers. Never click on links sent via suspicious emails or texts.

Let your key contacts know your phone’s lost and advise them to be on the look-out for any suspicious activity or calls that might come from your number. Make sure they know how to reach you through other means, such as email or a travel companion.

Reach out to your travel companions, friends and family to help you through these steps. Some phone providers have international support lines that may be able to offer advice on securing your information if your phone goes missing. 

 

Does travel insurance cover mobile phones?

Now that you’ve taken care of immediate concerns, let’s talk about travel insurance. If you’ve invested in a good travel insurance policy, you might be able to claim for your lost phone. 

If your phone is lost, stolen or damaged, you must report it to the relevant authorities, such as the police or your airline operator as soon as possible, and get a written report from them. If you don’t report lost or stolen items to the relevant authorities, SCTI won’t pay your claim.   

For any SCTI claims related to a lost or stolen mobile phone, travellers must block the International Mobile Equipment Identity (IMEI) number. You’ll also need to provide proof that this has been done or confirmation from your provider that it can't be blocked.     

 

What’s covered and what’s not?

While many travel insurance policies include some level of cover for mobile phones, it's rare that you’ll get the full replacement value back, unless you list it as a specified item. Make sure you check the policy wording for detail specific to the cover you choose. Plus, you're expected to take reasonable care of your things—so if your phone mysteriously disappears from an unlocked car overnight, that claim might be a no-go. 

SCTI may cover you if your phone is lost, stolen, or damaged because of an unexpected event during your journey, and you meet the policy conditions.  SCTI does not offer mobile phone cover under its International Medical Only or Visiting New Zealand products. 

 

How much money will you actually get back?

SCTI offers two ways to insure your mobile phone with its International Comprehensive Single trip, International Comprehensive Multi Trip, Working Overseas and Domestic products. 

First, as an unspecified item, with a maximum cover of $1,500 per item, per insured person. Alternatively, for mobile phones valued over $1,500, you can list them as specified items on your policy, (if you are able to meet the conditions of cover) and pay the extra premium for additional cover . It's important to choose the option that best suits your needs and always read the policy wording to know what’s covered. SCTI’s International Student product only covers mobiles phones as unspecified items.

Unspecified items: 

When you claim for an unspecified item, depreciation is applied. SCTI will work out the indemnity value of an item by subtracting the depreciation, (the loss in value over time), from the item’s purchase price.

This means your payout may be lower than the original price of your phone as its value decreases over time. For example, if you bought your phone for $1,000 six months ago, the indemnity value, factoring in depreciation, may be around $500.

(These figures are for demonstration purposes only and do not reflect the depreciation rates that SCTI may apply to your claim.)

When SCTI pays a claim for an unspecified mobile phone, at their option, they may do one of the following. 

• Pay you the cost of getting your phone repaired.
• Pay the indemnity value of the phone.
• Give you a credit at a retailer SCTI chooses for the indemnity value of the phone.  

Specified items: 

You can increase the benefit limit for more valuable personal items by asking SCTI to cover them as ‘specified’ items. Specified items require an additional premium. To make a claim for a specified item, you’ll need to provide proof of ownership, such as the original mobile phone receipt, and for mobile phones older than 12 months, a current valuation from an approved provider is required. 

When SCTI pays a claim for a specified mobile phone, at their option, they may do one of the following.

• Pay you the cost of getting the phone repaired.
• Pay you the current value of the phone per the valuation if the item is more than 12 months old — SCTI won’t apply depreciation.
• Give you a credit at a retailer SCTI chooses for the current value of the phone. 

Carefully consider which option offers the best cover for you. If you don’t have the right documentation, your phone will be treated as an unspecified item, subject to depreciation.

Getting reconnected

Sometimes, losing your phone can be a blessing in disguise. Embrace the phone-free life and enjoy being present in your travels. You might discover a new appreciation for the world around you without the constant distraction of notifications. 

But if the idea of that untethered life is giving you nightmares, you have a few options for plugging back into the digital world. 

 

Use your other devices 

If you have a tablet or a laptop with internet access, you can still stay connected. Use Wi-Fi to check your emails, stay in touch with family and friends, and manage your travel plans. Download movies, music and eBooks to keep yourself entertained when you don’t have the data for endless scrolling. Be thoughtful about which Wi-Fi networks you use while travelling to avoid potential security risks. Public networks at airports, cafes, or hotels can expose your data to hackers, so always opt for secured networks when available.

Pick up a local SIM or eSIM

If possible, consider picking up a local prepaid SIM card or eSIM and popping it into your tablet. Many countries offer affordable prepaid SIMs that can get you back online quickly. Check out our guide for more details on using SIM cards overseas. 

Pro and cons of buying a new phone overseas

If you find yourself on a lengthy trip and urgently need a phone, buying a new handset can be a practical solution. However, it's important to keep a few key factors in mind to ensure you make the best choice.

First, consider the price differences and exchange rates between your home country and your destination. A phone that seems affordable locally might not be a bargain once you factor in the conversion rates.

Next, compatibility is crucial. Many travellers overlook the fact that their new phone may not work with their home networks once they return. Before making a purchase, check if the device supports the frequency bands used by your home carrier to avoid any frustration later on.

Also, you’ll likely need to rely on prepaid SIM cards while abroad. Many countries require proof of address to set up a mobile contract, which can be tricky for travellers without a permanent residence in their holiday destination.

Lastly, if you do manage to set up a local contract, be aware that cancelling it can involve fees and a bit of paperwork, which might add to your stress while trying to jam everything back into your bag as you head for the airport. 

Once you’re homewards bound you can spend the flight deciding how to share the life-altering journey of how you managed to survive three whole days in Greece with only a paperback book and the breathtaking views to keep you company. And soon enough, you'll be off to the shop, snagging a new device, and before you know it, those notifications will be pinging in your ears like your favourite playlist, welcoming you back to the digital world!