If the device is damaged or stolen, please report the damage online immediately, and no later than within 7 days after becoming aware of it.
Our claims handlers will review your claim and usually respond to you within 24 hours. We may need to contact you again for further information or documents if anything is missing (but not always!).
Once your claim has been assessed, you can have your phone repaired at a workshop of your choice. If you send us a cost estimate in advance, you'll help us assess the repair costs, and we can provide you with a binding commitment to cover the costs. Once we receive the invoice from you, you'll be reimbursed for the incurred costs.
Please make sure that the serial number or IMEI number of your phone is noted on the invoice or the cost estimate so that we can process your claim as quickly as possible.
In the event of theft, report the incident not only to us but also immediately to the relevant police authority. We need a copy of the police report to assess your claim. Our claims handlers will then guide you through the next steps. Usually, you can purchase a new phone yourself, and we will reimburse you for the costs upon presentation of an invoice.