Frequently Asked Questions
Is there a waiting period before I can file a claim?
No, not at all. You are covered the second you walk out of the store. So if you drop that device and smash it, we’ll fix it!
What excess do I need to pay if something happens to my device?
The relevant excess is shown on your insurance schedule.
Why do I have to pay excess?
An excess helps us keep the premium as low as possible, while maintaining quality repairers should you need to make a claim.
What is the guaranteed repair period?
The guaranteed repair period (when we promise to get your device back to you in a squeaky clean condition) begins when our repairer takes possession of your device and ends in seven business days for tablets, notebooks and desktops.
What types of devices are eligible for coverage with DevicEnsure?
Tablets, laptops and desktops.
Where do I find my model or serial number on a product?
These vary amongst different manufacturers so the best bit of advice we can give here is to refer to your manufacturer’s instruction booklet. And also record it somewhere safe upon purchase as the box usually notes it too.
What if I have misplaced my policy documents?
Do not worry at all as we will have it. As soon as you take our DevicEnsure cover we’ll have a record of your policy details. No sweat!
I find insurance confusing. How can I get a simple overview?
We are happy to talk to you and answer your questions. There is also a great Australian Government website called MoneySmart check out their section on insurance. They also have great info specifically on device insurance requirements too.
Do I need separate insurance for my device or can I list under my home, contents or travel insurance?
It is up to you but we are a specific insurer who specialise in coverage for portable devices. Taking out specific insurance for your device is especially popular for people who have no existing contents insurance or who have higher excess on that cover. You should also check if you are covered for travel in New Zealand.
What if I change my device after buying it?
If your product has been changed over with a different brand or size, you will need to purchase a new DevicEnsure policy at the time of change over. Then, simply contact us requesting your original policy to be cancelled and we will provide you with a full refund of your original DevicEnsure price.
What if my product is replaced under warranty?
Simply call our Customer Service Team on 1300 COMPNOW and we will walk you through the steps to modify your policy with the new device details.