- 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 click on the "Submit a Claim" link 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 form 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 during normal business hours or the following business morning if your claim is submitted after 6pm EDT., 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 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 your device 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 depending on the type of claim and policy purchased. A claims representative will set up the repair appointment if available.
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 of the 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**.
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 may 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 should your claim not have all the proper documentation. 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 may need to 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 requirements may be required on an individual basis. A Police incident report will always be required for loss and theft claims. Any policy holder that would like to make a loss or theft claim outside of the USA or Canada is required to have purchased our "Travel Rider" which is in addition to your standard coverage and can be purchased separately up to 7 days prior to your trip.This additional coverage is an option and only during your time of travel outside of the USA or Canada and not a requirement for other claims such as mechanical, accidental or liquid damage.
*Checks & money order payments for your deductible will delay the repair or replacement of your device until payment has cleared. Usually 5-10 business days.
** Loss/Theft/non-repairable device replacement times are dependent on the customer fulfilling their obligation of deductible, form completion, requested document submission and wholesale distribution center delivery times.
*** Loaner phone's will be of same kind and operating system when available. iPhone customers will receive an iPhone, Android customers will receive and android device and Windows customers will receive a Window phone. There are some instances of high claim submissions that will cause us to be out of stock of certain operating system devices. All loaner devices require a refundable security deposit of $99.00 while in use. In some cases, the loaner phone will have it's own number and data plan depending on your carrier and their restrictions on adding a loaner device to your account.