- Claims Handling
Our ONLINE claims department is open 24 hours a day, 7 days per week excluding National Holidays.
How do I file a claim?
To file a claim you must login to your account on our web site using the e-mail address and password you entered when you made your purchase and created your account. Then you go to the "Submit a Claim" page located on the footer of our site and enter all pertinent information. You must Submit a Claim before we can service or replace your device. All repairs or replacements must be authorized in advance. Unauthorized repairs or replacement will not be covered. If your claim requires a deductible to be paid, we will send you a link to make payment with your credit or debit card. You may also mail a check or money order to us.*
How does the claim process work?
You must follow the instructions above and a representative will contact you within 1-3 hours to gather the necessary claims documents or to direct you to the nearest certified repair center for "Same Day Repair". If there are no certified repair centers located near you that will perform the repairs within our specified time frame, we will e-mail you a USPS Priority or Express prepaid shipping label with shipping instructions for you to send your device to our nearest repair center or directly to us via overnight delivery. The repair center will repair yor device within a few hours and send it back to you via overnight delivery usually the same day. eSURRANTY will pay for all shipping fees. Customers with Apple products are eligible to have their products repaired at the closest Apple store. A claims representative will set up the repair appointment if available. In most cases, our claims representative can pay the Apple store directly with a corporate credit card.
How long does it take to get my claim resolved?
Mechanical malfunction claims are handled within 1-4 hours. Accidental Damage claims are generally performed within 1 day at a certified repair center. Loss, theft & non-repairable device claims generally take 3-5 businsess days to be completed.
No Lemon Policy:
After three (3) service repairs have been completed on an individual product, for the same defect, and that individual product requires a fourth (4) repair, as determined by us, we will replace it with a product of comparable performance if a new replacement is not available, not to exceed the original purchase price.
Loss & Theft Requirements:
As of 02/01/2014 all devices that are covered by eSURRANTY.com must have a tracking application installed on it. For Apple phones or tablets, the "Find My iPhone" or "Find My iPad" application must be installed and activated at all times to have a loss or theft claim approved. You will be required to give your Apple ID and your password to your claims representative so he/she may attempt to locate the device and/or recover it. If you have an Android Phone or Tablet, you must install the "Android Device Manager" to have any loss or theft claims approved. As with the apple products, your user ID and password must be given to your claims representative so that he/she may attempt to locate the device and/or recover it. This stipulation is an addendum to your current policy terms and conditions and has been e-mailed to all customers at the e-mail address listed on their policy purchase order on 02/01/2014. Should you require assistance in setting up this application, you may contact us here and a sales associate will walk you through the process. Any claim received that does not have a tracking application will be denied in accordance with your policy terms and conditions. Additional carrier requirments may be required on an individual basis. A Police incident report will always be required for loss and theft claims.
*Checks & money order payments for your deductible will delay the repair or replacement of your device until payment has cleared. Usually 5 business days.