- 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. If there are no certified repair centers located near you that will perform the repairs within our specified time frame, we will e-mail or fax to you a FedEx or UPS 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.
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 1-3 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.
Apple Device Requirements:
All Apple devices covered by eSURRANTY must have an associated Apple ID and password as well as have the Find My iPhone app installed and activated to be covered for any loss or theft. Apple devices that do not have this installed on their device will not be eligible for any loss or theft claims. Deductibles paid for claims made that are found not to have this requirement fulfilled are non-refundable.
*Checks & money order payments for your deductible will delay the repair or replacement of your device until payment has cleared. Usually 5 business days.