FAQ’s

To report a claim you need your policy number and your name and address. You can report the damage via your My Harmony account. The policy number can be found on the policy card and with the monthly debit.

You will receive a confirmation by e-mail. Always check that name and address details are correct. In accordance with the policy conditions you must inform us of any change in as soon as possible.

Always make sure you have a good backup of the data on the device. There is a good chance that the data will be lost during the repair. The loss of data is not covered by the insurance.

When you send the product in for repair, do not use the original box or packaging. Do not send any accessories unless expressly requested. The packaging is always destroyed upon unpacking and will not be returned. Accessories may get lost in transit.

A claim will always require a diagnosis to be performed on the device. In principle, a product will always be repaired. If a repair is no longer justified we will proceed with a replacement. If a replacement is made, it will be an equivalent product; the replacement unit will be determined based on specifications. This assessment lies at all times with the insurance company.

The expected repair time, when known, will be communicated during the claim submission process and depends in part on the damage present and the availability of parts.

You can find it on the back of the product or on the sim card holder. You can also key in *#06# and then press call. The IMEI number will appear on the screen.

On your iPhone, go to ‘Settings’ -> ‘iCloud’ -> ‘Find my iPhone’. You can turn the feature on or off here. You’ll need your Apple ID password for this. Is your iPhone broken? You can remove the device from the Cloud via www.icloud.com.

We definitely recommended that. Your data may be deleted during repairs. You may also be sent a replacement device instead. Note: The repair centre does not make backups.

The package does not include a replacement device service.

Have your sim card blocked by your provider. File a police report within 24 hours. Your tracking information must be enabled. You must share this information with the police. You can then report the theft via My Harmony.

iPhone
You can do this by logging in with your Apple ID (the one you use for iCloud) under ‘Find my iPhone’. You can go there by clicking here. In the list of ‘Devices’, you then tap on the device you want to find or lock. Is ‘Share with family’ enabled? If so, your family members’ devices will be listed below their name. You will see the following options under ‘Actions’: ‘Lost’ or ‘Lock’. Simply follow the instructions on the screen.

Android
Log in to your Google account. If you have multiple phones, select the lost phone at the top of the screen. If the lost phone has more than one user profile, log in with the Google account that is linked to the main profile. Select what you want to do. If necessary, first click on Lock and enable wiping. More information: https://support.google.com/accounts/answer/6160491?hl=nl

To report a theft, you need your policy number and name and address information. You can report the theft through your My Harmony account. The policy number can be found on the policy card and with the monthly statement.

You will receive confirmation of the theft by e-mail. Always check that the name and address details are correct. In accordance with the policy conditions, you must notify us of any changes in data as soon as possible.

Be sure to file a police report within 48 hours. When you file a claim, you need to submit the following information: the full police report. If applicable, you must also submit proof of SIM card blocking and proof of lost mode. The last two (2) pieces of evidence mentioned are particularly applicable to phone and tablet insurance policies. In case of loss, you can have a lost property document prepared at the municipality.

If we do not receive the required information in a timely manner, we will discontinue the policy and not process the claim.

In the event of a covered claim we will provide a replacement device with at least equivalent specifications. This assessment lies with the insurance company at all times.

On the policy card you can see if there is a deductible and what the amount is. The excess is calculated for each individual claim.

You can find it on the back of the device or on the sim card package. You can also key in *#06# and then press call. The IMEI number will appear on the screen. You can also find the IMEI number on your (phone subscription) contract, on the policy sheet, or on the receipt.

Yes, there is a deductible for every claim, unless you’ve purchased a product without a deductible.

Yes. If you make significantly more claims than our average customer and if your claims history indicates a lack of care for your device, we may issue a warning. This warning will include guidance on protecting your device and inform you of your claim limit. . We will always process you claim even after the warning.

If you continue to be careless with your device, and it shows in the number of your claims, we may terminate your insurance policy with 2 months’ notice. We will always look at this on a case-by-case basis and only terminate your policy if evidence suggests you are indeed negligent. We will handle your final claim before termination of your policy.

You can do this by sending an email to customercare@harmony.nl or by sending a letter to Postbus 21460, 3001 AL Rotterdam. We will make sure to respond within 15 working days, although the wait time is usually much shorter.

You can cancel your contract by logging into My Harmony Please note that a notice period applies. You can see the applicable period on your insurance card.

Only contact Harmony, and not the store where your insured product was purchased. Do NOT use third-party websites or cancellation services to cancel your insurance; they are in no way affiliated with Harmony.