Frequently asked questions
1 I have bought a new product but I already have insurance. Can I transfer my insurance to the new product?
If you buy a new product from one of our sales channels, you can immediately take out a new insurance policy through them. You can ask the shop to inform us about the old policy, and we shall immediately terminate it, or alternatively you can let us know in writing yourself. You will then receive a confirmation of termination. Please contact us if you do not receive this confirmation.
2 I have bought a product in a shop that does not collaborate with you. Can I still insure this product with you?
Policies can only be taken out for products purchased from a shop that offers our insurance products.
3 Can I pay my premium or excess using a method other than automatic direct debit?
Payments to Harmony Service Center B.V. can only be made using direct debit. You provided an authorization for this when you requested the insurance. It is not possible to pay the premiums with a giro payment slip or via a manual (bank) transfer.
4 How can I submit a claim?
If your product is damaged or stolen, call Harmony Service Center B.V. Ensure that you have your policy or certificate number and, in the case of damage claim also the defective product, to hand when you call. Our employee will explain the procedure during the telephone conversation, so that you know what you have to do, and what you can expect.
You can find further information on these subjects on the pages Theft Procedure and Damage Claim Procedure.
5 What is covered by the guarantee?
The rule of thumb for determining guarantee issues is: if your product breaks down for no clear reason during the guarantee period, this falls under the guarantee. In this instance, you can go back to the sales point. If, during the repair process, it transpires that the damage is not covered under the terms of the guarantee, Harmony can take over the repair for you, and you will then not have to pay any investigation or repair costs.
If you wish to make explicit use of the Harmony Service Center, even if it is a guarantee situation, on payment of the own risk excess amount, you can offer your product for repair via Harmony.
6 What is the duration of the insurance?
Policies for electronic products (excluding mobile phones) have a minimum contract duration of 2 or 3 months (this period is specified in the policy terms and conditions). In general, insurance policies for mobile phones have a minimum duration of 1 year. Once the minimum policy duration has been reached, the policy is automatically extended on a monthly basis, until it is cancelled by you. The Prepaid mobile telephone insurance and the Light Blue and Green covers will automatically be terminated after the duration of one year.
7 How can I amend my details?
If you move house or obtain a new telephone number, you can let us know, either in writing, by telephone, or via email. If your bank account number changes, we may ask you for a letter confirming this signed by you. Our contact details can be found on the Contact page.
8 Can I transfer to an insurance policy with more comprehensive cover?
It is not possible to change your insurance cover after the policy purchase date.
9 What is the notice periode for my policy?
You can terminate your policy on any date, taking into account the notice period. Each policy has a notice period of one payment period. If you pay each month, your notice period is, therefore, 1 month. If you pay per quarter, the notice period is 3 months. You must also take into consideration the minimum contract duration.
10 I purchased my product via a web shop / Coolblue. Who can help me with my questions?
If you have a question about payment, your policy, or if you wish to report a theft, you can contact the Harmony Service Center on telephone number: 010-8507820.
If you want to report damage to your product, you can contact the web shop through which you bought the device.
11 t for telecom customers with an Assurance package (“Zekerheidspakket”)
If you no longer visit a t for telecom shop in your vicinity, you can contact Harmony Service Center directly for questions, and for filing a claim for damage or theft. You can telephone us on workdays between 08.30 and 18.00 on 010 - 206 86 86.
12 How can I get in touch with you?
Our contact details are:
Harmony Service Center B.V.
Postbus 21460
3001 AL Rotterdam
Our telephone numbers can be found on the Contactpage.
