My Sunrise

    • Flex Upgrade

    Flex Upgrade is an insurance option for mobiles and tablets that offers worldwide protection against theft and damage. With Flex Upgrade, you can upgrade to a new device anytime and for any reason, even if you’re in the middle of a contract or your device has been damaged or stolen. You’ll never be without a device again, and you’ll always have the device that suits your needs.

    Exclusively available for your iPhone – protection, service, support and iCloud+

    Flex Upgrade for iPhone includes:

    • Apple service and support, including certified repairs at Apple Stores and Apple Authorized Service Providers, using genuine Apple parts

    • Priority access to Apple support

    • iCloud+ with 50 GB of storage included for the duration of your plan

    Click here for more information on AppleCare Services and iCloud+ that are included in the option.

    Activating the Flex Upgrade option

    Flex Upgrade is available for all smartphones and tablets purchased with a 24-month device plan or Smart Upgrade. You can purchase Flex Upgrade directly when you buy your device or activate the option within 28 days of receiving your device.

    Upgrade terms

    By ordering the upgrade, you agree to the following upgrade terms:

    • After receiving the new device, you have 14 days to transfer your data and send in your old device in the prepaid package. Alternatively, you can hand it in at a shop when you complete your upgrade.

    • If you don’t return the old device within 14 days, you’ll be billed for any outstanding payments on your device plan.

    • The upgrade order is final and cannot be cancelled. It won’t be possible to reactivate your old device plan.

    • You’re transferring the ownership rights for your old device to the insurance company Chubb Versicherungen (Schweiz) AG.

    • If you have overdue bills, we won’t ship the new device until we’ve received payment for these overdue bills.

    • Your assessment of the device’s condition is provisional. If the device doesn’t meet the requirements to be considered in «good» condition, a devaluation will be invoiced.

    • In the event of theft, you must make an insurance claim within 14 days of placing your order. If you fail to do so, you’ll need to place a new upgrade order.

    For a detailed and final description of the upgrade conditions, please refer to the Flex Upgrade general insurance terms and conditions.

    «Good» condition

    The device has a few very slight signs of wear. Light scratches on the screen and dents on the corners and edges of the case are acceptable. Technically, the device is in perfect working order.

    • With Flex Upgrade, you can upgrade to a new device of your choice at any time, free of charge, as long as the device is in «good» condition.

    • A detailed and final description of «good» condition is available in the Flex Upgrade general insurance terms and conditions. The assessment of the device’s condition during the upgrade process is always provisional. If the submitted device doesn’t meet the requirements to be considered in «good» condition, the customer may need to pay an upgrade fee.

    «Damaged» condition

    The device has clear signs of wear. Significant scratches, scrapes, dents or cracked display glass.

    With Flex Upgrade, you can choose the option that suits you best:

    • Upgrade the damaged device to a new one

    • Have your damaged device repaired

    Click here to find out how to proceed if your device is damaged.

    If you upgrade your damaged device, we’ll charge you a devaluation. If you have your damaged device repaired, we’ll charge you the excess fee.

    «Stolen» condition

    You’re no longer in possession of the device.

    With Flex Upgrade, you can choose the option that suits you best:

    • Upgrade your stolen device to a new one

    • Have the insurance company replace your stolen device

    Click here to find out how to proceed if your device has been stolen.

    If you upgrade your stolen device, we’ll charge you a devaluation. If you get the insurance company to replace your stolen device, we’ll charge you the excess fee.

    How to prepare your device for a return in the event of an upgrade or repair

    Deactivating the manufacturer’s lock

    Deactivate «Find My» (iOS) or «Find My Device» (Android). If this feature is not deactivated, we’ll have to return the device.

    Back up your data

    Create a backup of your personal data, photos and apps.

    Reset your device to its factory settings

    Delete all your personal details from the device and reset it to the factory settings.

    Remove SIM

    Remove your physical SIM or transfer your eSIM to your new device.

    Higher down payment or buyback

    If you’ve made a higher down payment or taken advantage of the buyback option, the following will apply to the upgrade:

    • If you made a higher down payment or used the buyback option when you purchased your Flex Upgrade device, this will reduce the outstanding payments for your device. In line with the date of your upgrade, Sunrise will credit the amount of your down payment or the buyback value on a pro-rata basis to your customer account with the next month’s bill or with the following monthly bill.

    • Your down payment or buyback value is spread across the 24-month duration of your device plan and charged in accordance with your upgrade date. For example, if you upgrade during the 12th month of your device plan, we’ll credit 50% of the down payment or buyback value to your account.

    Other topics

    You can insure smartphones and tablets purchased with a 24-month device plan or Smart Upgrade. You can purchase Flex Upgrade directly when you buy your device or activate the option within 28 days of receiving your device.

    NOT AVAILABLE

    Important

    You must take out separate insurance for each device.

    The device is insured against theft and any damage caused by sudden or unforeseeable external influences (impact, blow, pressure, fire, heat, water, moisture) as a result of which the device can no longer be used as intended.

    The beneficiary is the person who is the rightful user of the insured device. If ownership of the insured device is transferred to a different person, the insurance contract isn’t transferred to the new owner.

    Chubb Versicherungen (Schweiz) AG

    Insured customers are entitled to claim insurance benefits directly from Chubb according to the general insurance terms and conditions.

    It isn’t possible to insure devices with Flex Upgrade if they were purchased from a third-party provider.

    The minimum duration is one month.

    The duration is based on the number of calendar days in the month of activation.

    The insurance policy is valid from the date on which the option is purchased.

    Insurance cover begins on the date on which the option is purchased, as long as the policy is purchased at the same time as the insured device.

    If the customer is porting their number, insurance cover will start after activation and after completion of the porting process.

    Once the minimum duration of one month has passed, the customer can cancel the option at any time with one month’s notice to the end of the next calendar month.

    The option will end automatically when the Sunrise mobile phone contract associated with the insurance option is cancelled.

    You’ve upgraded and want to return your old device, but no longer have your return package?

    Click on this link to create a new return label.

    Print out the return note and label, and send the old device back to us at no cost.