Our theft procedure

Has your product been stolen? Then contact Harmony Service Center (HSC) as soon as possible using one of the telephone numbers given on the Contactpage.

1 Theft of a mobile phone

If your mobile telephone is stolen, anyone can make telephone calls at your cost. As soon as possible, therefore, ask your provider to block your SIM card, so as to restrict the possibility of misuse. To do this, contact your provider’s customer service department. An overview of the most important providers is provided below.

Telephone numbers of Providers in the Netherlands:

2 Official written statement

HSC will only deal with theft claims, if the incident is reported to the police and the original official written statement can be provided. The claim will be assessed, based on the information in this formal written statement and a supplementary explanation from you.

In order to file an official written statement, contact a police station as soon as possible (and always within 24 hours) after discovering the theft. In many municipalities, you have to make an appointment in order to have an official written statement of theft drawn up.

When you go to make an official statement, make sure you take the details (including serial number or IMEI number) of the insured product with you, and ensure the serial number or IMEI number is included in the statement.

3 Submitting a theft claim

Call the Harmony Service Center B.V. (HSC) between 08.30 and 18.00 on any working day to submit your theft claim. You can find our contact details on the Contactpage.

Ensure that your policy/certificate number is at hand when you call us. We can then quickly find your details and register your claim.

Next, after checking your policy cover and confirming that all the premiums have been paid, we shall issue you with a claim number, which also acts as your reference number for your claim.

4 Assesment of the theft claim:

In order to assess your theft claim, we may ask you for the following items:

• The original official police statement (always keep a copy for yourself).
• A copy of your insurance certificate.
• A signed statement produced by yourself, and including your claim number, in which you describe the circumstances of the theft.
• In the event of theft following forced entry (burglary): repair receipts and/or photographs of the damage caused by the forced entry.
• A copy of the original purchase receipt.

HSC Postal Address
Harmony Service Center B.V.
Attn: Afdeling Diefstal, Postbus 21460
3001 AL Rotterdam

5 Settling the claim

Your claim will be processed within 5 working days at the most. You will always receive written confirmation of  the settlement of your claim. If your claim is honored, the insurer will always endeavor to provide you with a replacement of the same type of product. 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.

For each theft claim 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.