Yes
we're open

Yes
we're
open

My Harmony, our customer portal, is always available, 24 hours a day, 7 days a week, and every day of the year: yes, we’re open!

My Harmony, our customer portal, is always available, 24 hours a day, 7 days a week, and every day of the year: yes, we’re open!

MY HARMONY, AVAILABLE 24/7

Would you like to take care of something yourself, modify your data, or ask a question? You can do all of this online. The portal is available 24/7 and — how cool is that — you’ll never have to wait in line.

Our customer portal makes the entire process super fast and easy. Via the portal, you can access and change your policy and other data. Or submit a claim in case of damage or theft.

Do you already have an account? Great, just log in with the email address we have on file. Tip: for a new registration, you’ll need your customer number or policy number. You can find this number on the policy sheet we sent you or on your bank statement under the header ‘description’.

DAMAGE NOW WHAT? THIS IS HOW EASY IT IS:

STEP 1:
SUBMIT DAMAGE CLAIM

You can do so via My Harmony. There, you will find a list of insured products and the option to submit a claim.

STEP 2:
ASSESSMENT OF DAMAGE CLAIM

We will need the following: your damaged product, without chargers etc.

STEP 3:
HANDLING OF REPAIRS

Once the product has been repaired, It will be sent to your home or you will receive an email that it is ready for you to pick it up at the shop. In some cases, the device might be beyond repair. In that case, you’ll receive a product with equal specifications.

Frequently asked questions about damage

How do I submit a damage claim?

You can do so via My Harmony. There, you will find a list of insured products and the option to submit a claim.

Where can I find my IMEI number?

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.

How do I turn off the ‘Find my iPhone’ feature?

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.

Should I make a backup?

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.

Can I use a replacement device?

The package does not include a replacement device service.

THEFT NOW WHAT? THIS IS HOW EASY IT IS:

STEP 1:
POLICE REPORT

File a police report within 24 hours. NOTE: the police report must include the serial number or IMEI number and the ‘Find my iPhone’ (only for iPhones) or ‘Find my Device’ (for Android devices) of your product, so do include this in the report.

STEP 2:
SUBMITTING A THEFT CLAIM

Get it taken care of via My Harmony. You can quickly submit a theft claim there. Do you already have an account? Great, just log in with the email address we have on file. For a new registration, you’ll need your customer number or policy number. You can find the policy number on the policy sheet we sent you or on your bank statement under the header ‘description’.

STEP 3:
ASSESSMENT OF THEFT CLAIM

We need the following: the police report including IMEI or serial number, the ‘Find my iPhone’ of your product (only for iPhones) or ‘Find my Device’ (for android devices) and a signed statement in which you explain what happened.

STEP 4:
HANDLING OF THEFT CLAIM

You will receive a message in writing within 5 business days. Are you entitled to a replacement? Then you’ll receive an equivalent product (i.e. that has equivalent specifications). NOTE: You do have a deductible (see policy conditions), and not every claim is covered.

Frequently asked questions about theft

My product has been stolen, now what?

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.

How do I turn on lost mode?

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

How can I submit a theft claim?

You can do so via My Harmony. To submit your theft claim, click the My Harmony button. Keep your policy number and IMEI/serial number at hand. You can find the policy number on your policy schedule or on your bank statement under ‘description’.

Where can I find my IMEI number?

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.

Do I have a deductible?

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