Our Damage Claim Procedure
If you follow the steps below, we shall be in a position to quickly process your damage claim.
1 Submit a damage claim
Please call Harmony Service Center B.V. between 08.30 and 18.00 on any workday to submit your damage claim. You can find our contact details on the Contact page.
Ensure that you have your policy/certificate number and the damaged product to hand when you call us. We can then find your details quickly and immediately check the product’s serial number.
Your policy cover and the payment of the premiums will be checked during the call. You will then be provided with a damage number. You can use this damage number when requesting information about the status of the repairs while the claim is underway. You must also quote this damage number on any correspondence concerning your claim.
One of our employees will decide whether you can hand in your product in the shop, whether it can be sent directly to the service engineer or whether the product must first be sent to Harmony. This partially depends on where you bought the product. We recommend that you use registered post if the product has to be sent. Keep proof of postage in a safe place.
2 Assesment of the damage claim:
In order to assess your damage claim, we require the following items:
• The damaged product (without any accessories such as chargers, batteries etc. unless otherwise stated)
• A signed statement from yourself describing the actual circumstances of the damage. Please also state the claim number and, if applicable, the repair number.
HSC Postal Address
Harmony Service Center B.V.
Attn: Afdeling Schade, Postbus 21460
3001 AL Rotterdam
3 Handling the repair
If you send the product up (to HSC or the repairer), then following repair, it will be returned to you via registered post. If you handed your product in to the shop, a shop employee will contact you as to when the repaired product can be collected.
If repairs cannot be carried out, the insurer will try to provide you with another identical product, and if this is not possible, an equivalent product will be provided. In some cases, we shall provide you directly with a replacement product, and in other cases we shall send you a letter of credit, which you can use to collect a new product at the shop named in the letter.
Once a credit has been issued, the damaged product becomes the property of the insurer.
For each damage claim that is covered, an own risk excess is applicable. The amount of the excess is stated in the terms and conditions of your policy.
If your claim is not covered by the insurer, the defective device will be returned to you, and you will receive a letter explaining why the claim was rejected.
4 Loan device (only valid for mobile telephones)
Whilst your mobile telephone is being repaired, and dependent on your type of policy, you may be entitled to a loan telephone. For this purpose, a deposit of € 75 must be transferred to our ING account number: 94.78.917 quoting your policy/certificate number and your customer number.
Following receipt of the deposit, an appointment will be made with you to pick up your damaged telephone, and to deliver a loan telephone to you. Once the repair has been completed, the loan telephone will be exchanged for the repaired product. If the product cannot be repaired, the insurer will provide you with a credit amount for you to acquire an equivalent product.
The deposit, less the excess own risk owed, will be transferred to your account once the loan telephone has been returned to us in a satisfactory condition.
