FAQs
Extended Service Plan (ESP)
Q. – Is there a deductible?
A. – There is no deductible for non-Accidental Damage in Handling claims. For any covered Accidental Damage in Handling claims, there is a $50 deductible*.
*The deductible for cell phone and smartphone claims is based on the replacement cost of the unit shipped to you in the event of a claim. The deductibles are as follows:
- $50 Deductible on replacement product with retail value of $0 – $399.99
- $75 Deductible on replacement product with retail value of $400 – $699.99
- $100 Deductible on replacement product with retail value of $700 – $1,000
Q. – How long do I have to buy a Safeware ESP?
A. – This varies by device and the type of coverage you are looking for. Click here to view the various product categories and their specific coverage’s.
Q. – What items are eligible for coverage?
A. – Plans are currently available for:
- Laptops, Tablets & Netbooks
- Cell Phones & Smartphones
- Digital Cameras
- E-Readers
- Desktops (with monitor if purchased together)
- Computer Peripherals (Printers, Fax Machines, All-in-One units, and monitors (sold separate from CPU)
- Flat Panel TVs
- Digital Camcorders
- Video Game Systems
- Appliances
Q. – How do I file a claim?
A. – Call us toll-free 1-800-800-1492 Monday thru Friday, 9:00 AM to 5:00 PM eastern standard time.
Q. – Is the Safeware ESP transferable?
A. – Safeware ESP Service Plans are transferable* by the original purchaser for the balance of the original extended protection period. The Covered Product may be registered by mailing a copy of this Agreement and Declaration Page to the Administrator, and providing the date of new ownership, new owner’s name, complete address, and telephone number and a check for $25.00 payable to the Administrator.
*Cell Phone & Smartphone plans are NOT transferable.
Q. – Do I need to provide proof of purchase?
A. – Yes. Please keep your sales invoice and receipt for the Product you purchased. They are integral parts of the agreement and you may be required to produce them to obtain service.
Q. – What is the “Purchase Price?”
A. – The Purchase Price is the retail cost of your device before any discounts or subsidies provided by the retailer or service provider.
Q. – How does the coverage work with my manufacturer’s warranty?
A. – The Extended Service Plan starts from the date you purchased your device. Coverage is effective upon the expiration of the shortest portion of the manufacturer’s warranty.
Q. – Is there coverage for theft or lost items?
A. – Safeware ESP does not provide coverage against theft or lost property. If you are interested in theft coverage, visit our insurance product pages to learn more about a comprehensive insurance policy that includes coverage for damage, theft, vandalism and more.
Q. – Is accidental damage coverage available?
A. – Accidental Damage in Handling coverage is available on the following devices:
- Laptops
- Tablets
- Netbooks
- Cell Phones
- Smartphones
- E-Readers
- Digital Cameras
Q. – If my device does break, how will the claim be handled?
A. – Once your claim has been validated, the Customer Care team will instruct you on how to move forward with service. Depending on the type of device, the claim will be handled one of 4 ways:
- Carry-In: You will be instructed to take your device to a local authorized service provided. Covered Products must be delivered and picked up by you at the authorized service center during normal business hours.
- Depot: You will be provided with a shipping label for you to ship your failed product to the nearest repair facility. You are responsible for all costs of postage, insurance, packaging and shipping. Your product must be properly protected with bubble wrap or other protective materials. We are not responsible for and have no liability for product damaged in shipping. Your repaired product will be mailed back to you at no charge.
- Express: You will be mailed a shipping box and return label with instructions for you to ship your failed product to a designated repair facility. Return postage of your repaired product is covered by the plan.
- Replacement: You will be shipped a replacement product once claim has been validated. You will be require to ship the defective device back to the plan administrator. Failing to ship the defective product may result in you being charged for the replacement device.
Q. – How do I cancel my Safeware ESP?
A. – Just call our Customer Care Team at 1-800-800-1492. A representative will walk you through the cancellation process.
Insurance
Q. – Is my software covered by the policy?
A. – Only the factory installed Operating System is covered by Safeware. Please call our Customer Service department (800-800-1492) with any questions.
Q. – What is the procedure in the event of a claim?
A. – In the event of a claim, call our toll-free number (1-800-800-1492) and speak to one of our Claims Examiners. They will walk you step by step through the correct procedure for handling your claim. You may also report a claim online. Just visit the Claims Center on this website!
Q. – Where do I take my equipment to get it fixed?
A. – You don’t need to take your equipment anywhere*. In the event of a claim, you will first contact one of our friendly Claims Examiners. Our Claims Examiner will schedule to have a box sent to your home or business. Postage on the box is already paid. Once you have received the box, you’ll place your damaged unit inside the box, and send it to our own Licensed Repair Facility, where your equipment will be diagnosed, repaired, and replaced if need be.
*This claim process does not apply to iPhone customers. Please see the Claims Center for details on iPhone claim handling.
Q. – What is the coverage amount for the Apple iPhone based on?
A. – The coverage amount is based on AT&T’s early upgrade pricing for existing iPhone customers who are not eligible for the new activation / standard upgrade discount.
Q. – How will you replace my system if they no longer make it when I have a claim?
A. – We will replace your equipment with a “like kind and quality” unit, based on the retail market availability at the time of the claim.
Q. – What happens if I have a total loss (damage beyond repair) or theft?
A. – In the event of a total loss (damaged beyond repair) or theft, the replacement would be based on like kind and quality equipment available on the retail market at the time of claim adjudication.
Q. – Is insurance coverage the same as warranty coverage?
A. – No. Insurance COMPLEMENTS the manufacturer’s warranty. The warranty on your machine will service failures and mechanical breakdown. A Safeware insurance policy will protect you from physical damage such as a cracked LCD, liquid spills, power surges in addition to theft and certain natural disasters.
Q. – What if my computer is custom built, or a clone model?
A. – In order for us to accurately replace your equipment if a loss were to occur, we will need proof of ownership for each individual item used to build your computer system. The proofs of ownership must be given to us prior to policy inception.
Q. – When do you need to see proof of ownership?
A. – In the event of a loss, your proof of ownership such as receipts, canceled checks and or credit card receipts would be necessary for claims processing. We do recommend that you keep your proof of ownership for your equipment alongside your Safeware insurance policy.
Q. – What is accidental damage?
A. – Accidental damage is defined as an unexpected and unintentional external event, resulting in physical damage to the insured equipment. Examples of accidental damage include, but are not limited to Drops, Falls, Collisions, and Liquid Spills.
Q. – What if your total hardware value exceeds your policy limit?
A. – The total amount of coverage on your policy is the maximum that you will be reimbursed in the event of a total loss. If the value of your total hardware exceeds your policy limit, you will need to contact Safeware customer service in order to increase your coverage amount.
Common Questions:
Q. – I don’t want to renew my Policy, how do I cancel it?
A. – If you get a customer that does not wish to renew their insurance policy, they can just let it lapse. However, if you can send a email to [email protected] with the name and policy number, the customer will also be removed from the call list to inform them their policy is about to expire.
Q. – Does my ESP cover the charger for my electronic device as well as the device itself?
A. – As long as the loss was caused by a covered peril, yes the charger is covered. IE if the charger is lost or stolen it would not be covered, however if the charger was damaged it would be.