AppleCare+ coverage transfer discrepancy for iPad Pro replacement

In my Settings > Apple Account > Subscriptions, my £5.99 AppleCare+ plan is still active, but it shows the serial number of my old iPad, which has since been replaced.

When I called Apple to have the serial number updated to my new iPad, I was told that I would need to purchase an entirely new policy. This instruction directly contradicts Apple’s own UK Terms and Conditions, specifically Clause 4.1.2, which states:

“The replacement Apple-branded device will become the new Covered Equipment under this Policy.”

It also appears to breach FCA regulations, as customers in the UK should not be required to cancel existing insurance or pay a higher price when their covered device is replaced. I’m concerned that this practice could be misleading and unfair to consumers.

Thank you for your time. I think this could potentially be a serious issue. I bought the ipad in 2021 with 2 years cover until 2023. Then in 2022 I smashed the screen and got a replacement. I was told to buy a new insurance product, but I just realized I already had paid for 1 year applecare.

My understanding of the UK T&Cs is:

1) When Apple replaces a device (even with a different/functionally equivalent model), the replacement becomes the new “Covered Equipment” under the existing policy—the serial should be updated, not a new policy sold. (See clause often numbered 4.1.2.) Apple

2) The monthly clause about Apple being “no longer able to service” just means Apple can stop renewals after one month’s written notice, it doesn’t require customers to repurchase cover when Apple supplies a serviceable replacement.

3) Apple’s own support page also says that if they replace the device, they automatically transfer the plan.

4) If there’s a clause that actually requires buying a new policy after a replacement/model change, I’d be grateful if you could reference it I have looked all through it and put it in chatgtp but I can't see it. Apple/AIG need to transfer the original cover to the replacement’s serial (backdated to the swap) and refund the extra premiums from the terms and conditions.

I am concered that UK customers have bought new policies when they should not be under our laws.

Please run this situation through chatgtp or an LLM and you will see this. My understanding is the UK terms say a replacement becomes the new “Covered Equipment” and the serial should be updated, if there’s a clause that requires buying a new policy after a replacement/model change, please let me know because the clause 3.2.2 you quoted It only lets apple stop renewing a monthly policy after giving one month’s written notice if they can’t service the covered device. It does not say I have to purchase a new plan.

I bought a 2-year fixed-term plan in Dec 2021, so 3.2.2 doesn’t apply to that contract. And when Apple gives a replacement, the policy should transfer to the new serial (the replacement becomes the new “Covered Equipment”). Selling me a fresh plan is a separate sales decision, not something 3.2.2 covers.

The model was not avaliable so they gave me a newer model as my old model was vintage. Apple’s own wording does not limit coverage by model. It says that if Apple replaces your device, that replacement automatically becomes the “new Covered Equipment” under the existing policy, regardless of model or serial number changes.

Thank you for helping. I explained it very well to 3 customer service advisors:

This is what I explained to the 3 advisors:

Ipad applecare UK cover since 2022 when I bought the ipad originally

In that time I have had 2 replacements and my cover just carried on with the new devices

My latest ipad stopped charging

Apple told me I can't have a express replacement due to the fact they need to give me a new model. However this options is clearly written in my applecare insurance policy that the replacement becomes the new covered device regardless of model

I then sent back old broken ipad and got a replacement

Sent broken ipad back under the £5.99 applecare

Recieved new ipad

Called up to check the transfer of seriel number

Told by them I had to cancel my insurance of £5.99 and buy one at £8.99 as they will NOT transfer my new device seriel number on a new model. > forced to pay more.

So right now I have 2 insurance policies one on the old ipad that I sent back and one on the new ipad for £8.99 as I don't want to cancel my old policy.

All this is due to them saying I have a new model.Well, models and things should not matter according to the working of the UK terms from what I can read unless there is a clause in there I can't see as my vision is not the greatest.