- Claims Handling
You can file a claim online 24 hours a day, 7 days per week with eSURRANTY.
Filing a claim is easy with eSURRANTY through our simple step-by-step online process. Just follow these initial steps and we’ll help you do the rest.
How to file a claim?
To file a claim, sign into your account using the link at the top of our web site. Then click on the "Submit a Claim" link and enter all required information.
How does the claim process work?
Once you have submitted your claim, a claims department representative will contact you within 3 hours during normal business hours Monday through Friday or the following business morning if your claim is submitted after 5pm EDT., or on a weekend or holiday to help in completing your claim. 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 via overnight delivery. eSURRANTY will pay for all shipping fees. Customers with Apple products are eligible to have their products repaired at the closest Apple store after their claim has been approved.*
Are Loaner Phones Available?
Yes. We offer newer smartphone and iPhone loaner devices to all customers when a repair or replacement is needed. We will pay for overnight shipping (when available) of the loaner device to the customer once we have received all necessary claim paperwork from the customer.**
How long does it take to get my claim resolved?
Mechanical malfunction claims are generally completed within 1-3 business days depending on the issue. Accidental Damage claims are generally completed within 1-3 days at a certified repair center depending on the damage. Loss, theft & non-repairable device claims generally take 3-7 business days to be completed.***
Loss & Theft Requirements:
Apple Devices must have their iCloud account activated at all times to have a loss or theft claim approved. If you have an Android Phone or Tablet, you must install the Android Device Manager to have any loss or theft claims approved. A Police incident report is required for loss and theft claims. A carrier notice form your cellular carrier showing that your device was active on a cellular plan at the time of loss/theft as well as a notice that you reported to them that your device was lost/stolen will be required.
*Apple store's do not accept third party payments from any insurance or warranty company therefore repairs are reimbursed by us to the customer minus any deductible.
** There are instances of high claim submissions that will cause us to be out of stock of loaner devices and delivery may be delayed. All loaner devices require a refundable security deposit of $99.00 while in use.
*** Loss/Theft/non-repairable device replacement times are dependent on the customer fulfilling their obligation of deductible, form completion, requested document submission, claim verification and wholesale distribution center delivery times.