Generally speaking, when you submit a claim for a damaged item, a repair report may be requested. This can be obtained directly from companies such as Apple or Samsung, or from another store of your choosing. If you require advice on what kind of repair store to visit, please ask your claims manager.
Repairs can be handled in a couple of different ways, which will vary depending on each individual claim. This would be discussed at the point of claim with your dedicated claims manager.
We may either collect, repair, and send back your device, or reimburse you to cover the costs of a repair that you carry out at a repairer of your choice. We work with partners who repair with genuine Samsung and Apple parts.
It’s hard to be without the things you love so we'll always try to help repair them for you as soon as possible.