Xiaomi Care FAQ
Xiaomi Care FAQ
1.Q: What are the benefits having Xiaomi Care?
1.Q: What are the benefits having Xiaomi Care?
A: Xiaomi Care has two options for insurance cover provided by Allianz Assistance.
1. Accidental Damage:
1. Accidental Damage:
When your insured mobile device suffers accidental damage you will be covered for events that affect its operation and safe use such as:
(1) Cracks to the screen or back cover;
(2) Damage to the camera;
(3) Liquid damage.
2. Accidental Damage and Theft:
In addition to all the cover of Accidental Damage, your insured mobile device will also be covered for theft from:
(1) Locked buildings;
(2) Locked vehicles;
(3) Your person if you are mugged.
Xiaomi Care also offers you a number of additional benefits including:
1. Up to 90 days coverage when you travel outside your home country. The repair should be managed in the customer’s country once they return;
2. Access to a 24/7 online claim platform;
3. Free shipping when your damaged smartphone must be sent for repair;
4. A repairs will be undertaken by an official partner authorized by us using original Xiaomi parts.
2.Q: How do I activate Xiaomi Care insurance?
(1) Cracks to the screen or back cover;
(2) Damage to the camera;
(3) Liquid damage.
2. Accidental Damage and Theft:
In addition to all the cover of Accidental Damage, your insured mobile device will also be covered for theft from:
(1) Locked buildings;
(2) Locked vehicles;
(3) Your person if you are mugged.
Xiaomi Care also offers you a number of additional benefits including:
1. Up to 90 days coverage when you travel outside your home country. The repair should be managed in the customer’s country once they return;
2. Access to a 24/7 online claim platform;
3. Free shipping when your damaged smartphone must be sent for repair;
4. A repairs will be undertaken by an official partner authorized by us using original Xiaomi parts.
2.Q: How do I activate Xiaomi Care insurance?
A: Your Xiaomi Care insurance will be activated automatically at 00:00 next day after purchasing the insurance. The Insurance Certificate will be sent to you within 24 hours after activation of Xiaomi Care insurance.
3.Q: My device is under manufacturer warranty, why do I need Xiaomi Care?
3.Q: My device is under manufacturer warranty, why do I need Xiaomi Care?
A: Damage to your mobile device caused by accidents is not covered by the warranty. Repairs can be expensive and Xiaomi Care offers cover for Accidental Damage and Theft (when purchased).
4.Q: How does the deductible work？
4.Q: How does the deductible work？
A: For each claim you will have to pay an excess/deductible in accordance with the table in the Terms and Conditions. This will include:
1. When any insured damage to your device is repaired;
2. When your device is damaged beyond economic repair and we decide to replace the device or reimburse you with cash;
3. When your device is stolen during an act of burglary or robbery and we replace the device or reimburse you with cash.
5.Q: If the amount of damage repair does not reach the deductible, does that mean the customer cannot use the insurance?
A: In this case, Allianz Assistance will not provide you with any compensation, because the amount payable is inferior to the deductible.
6. Q: If my device cannot be repaired and I choose to replace it with a new one, do I still have to pay a deductible?
A: The deductible applies in all cases where Allianz Assistance offer a service (repair, exchange or refund). The choice between these three options is determined on a case-by-case basis, at the entire discretion of Allianz Assistance.
7.Q: If I choose not to replace it with a new one and take the money, does the compensation amount equal the price of the new device minus the deductible?
A: The choice between an exchange and a refund is determined on a case-by-case basis at the sole discretion of Allianz Assistance. In case of a compensation, the amount is equal to the price of a new device minus the deductible.
8.Q: If my device is stolen, how does this deductible work?
A: In the event of theft, the service provded by Allianz Assistance is subject to the payment of the theft deductible that you can find in the Terms & Conditions.
9.Q: I bought a new Xiaomi device, can I transfer my Xiaomi Care insurance to the new one?
1. When any insured damage to your device is repaired;
2. When your device is damaged beyond economic repair and we decide to replace the device or reimburse you with cash;
3. When your device is stolen during an act of burglary or robbery and we replace the device or reimburse you with cash.
5.Q: If the amount of damage repair does not reach the deductible, does that mean the customer cannot use the insurance?
A: In this case, Allianz Assistance will not provide you with any compensation, because the amount payable is inferior to the deductible.
6. Q: If my device cannot be repaired and I choose to replace it with a new one, do I still have to pay a deductible?
A: The deductible applies in all cases where Allianz Assistance offer a service (repair, exchange or refund). The choice between these three options is determined on a case-by-case basis, at the entire discretion of Allianz Assistance.
7.Q: If I choose not to replace it with a new one and take the money, does the compensation amount equal the price of the new device minus the deductible?
A: The choice between an exchange and a refund is determined on a case-by-case basis at the sole discretion of Allianz Assistance. In case of a compensation, the amount is equal to the price of a new device minus the deductible.
8.Q: If my device is stolen, how does this deductible work?
A: In the event of theft, the service provded by Allianz Assistance is subject to the payment of the theft deductible that you can find in the Terms & Conditions.
9.Q: I bought a new Xiaomi device, can I transfer my Xiaomi Care insurance to the new one?
A: No, Xiaomi Care only applies to the device you purchased insurance for.
However, if the device is replaced under the manufacturer's warranty, the Xiaomi Care policy will cover the replacement device.
You will always receive a proof from Xiaomi confirming the change of device, and Allianz's system does not encounter any technical changes or blockers.
10.Q: Can to cancel Xiaomi Care?
However, if the device is replaced under the manufacturer's warranty, the Xiaomi Care policy will cover the replacement device.
You will always receive a proof from Xiaomi confirming the change of device, and Allianz's system does not encounter any technical changes or blockers.
10.Q: Can to cancel Xiaomi Care?
A: 1. Up to the specific days after purchase, you can cancel your Xiaomi Care insurance on Xiaomi URL website and receive a full refund (provided you have not claimed) by following the Returns policy;
2. After the specific days after purchase - You are unable to cancel your Xiaomi Care insurance and you will receive no refund of the premium.
Note:
The specific days will depend on the country, please refer to the detailed information as bellow:
1. France – 30 days;
2. Poland – 30 days;
3. Spain – 14 days;
4. Italy – 14 days;
5. Germany – 14 days.
11.Q: I bought a Xiaomi device, how can I purchase Xiaomi Care?
2. After the specific days after purchase - You are unable to cancel your Xiaomi Care insurance and you will receive no refund of the premium.
Note:
The specific days will depend on the country, please refer to the detailed information as bellow:
1. France – 30 days;
2. Poland – 30 days;
3. Spain – 14 days;
4. Italy – 14 days;
5. Germany – 14 days.
11.Q: I bought a Xiaomi device, how can I purchase Xiaomi Care?
A: You can purchase Xiaomi Care at the time of purchase of your mobile device and up to 30 days after the purchase date on mi.com (IMEI verification required). You can also purchase Xiaomi Care after activating your mobile device in the Phone Settings function (up to 30 days after the device purchase date).
Note:
Please keep in mind that phone settings function is excluded for PL.
12. How to report a claim?
Note:
Please keep in mind that phone settings function is excluded for PL.
12. How to report a claim?
A: In case of an Accidental Damage claim, please submit details via the Allianz eClaim portal at URL TBC.
1. France – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/fr/
2. Poland – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/pl/
3. Spain – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/es/
4. Italy – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/it/
5. Germany – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/de/
You will need to have the following details and documents at hand:
1. Proof that your insured phone is insured with us (e.g. your Certificate of Insurance number);
2. Your proof of purchase of the insured device (e.g. receipt);
3. A full description of what happened to your mobile device;
4. For Accidental Damage claims, a digital picture of the damage;
5. For Theft claims, a police report or crime number.
13.Q: I have already used Xiaomi Care, am I allowed to use it again?
1. France – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/fr/
2. Poland – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/pl/
3. Spain – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/es/
4. Italy – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/it/
5. Germany – https://aristote.allianz-assistance.com/eclaim/xiaomi/ui/de/
You will need to have the following details and documents at hand:
1. Proof that your insured phone is insured with us (e.g. your Certificate of Insurance number);
2. Your proof of purchase of the insured device (e.g. receipt);
3. A full description of what happened to your mobile device;
4. For Accidental Damage claims, a digital picture of the damage;
5. For Theft claims, a police report or crime number.
13.Q: I have already used Xiaomi Care, am I allowed to use it again?
A: You are entitled to the following benefits:
1. Maximum of 2 valid Accidental Damage claims per year of cover;
2. 1 valid Theft claim during the entire term of the policy;
3. Once you have benefited from the Theft insurance cover or your phone has been replaced/you get cash as a result of the Accidental Damage claim, there is no further cover under the policy and your policy ends;
Note:
All claims are subject to an excess/deductible payment.
14.Q: How to check that Xiaomi Care is right for me?
1. Maximum of 2 valid Accidental Damage claims per year of cover;
2. 1 valid Theft claim during the entire term of the policy;
3. Once you have benefited from the Theft insurance cover or your phone has been replaced/you get cash as a result of the Accidental Damage claim, there is no further cover under the policy and your policy ends;
Note:
All claims are subject to an excess/deductible payment.
14.Q: How to check that Xiaomi Care is right for me?
A: Before taking out Xiaomi Care insurance, you will have an opportunity to read the policy Terms and Conditions and the pre-contractual information which is available on mi.com. You will receive your policy documentation by e-mail when your insurance is activated. If you still then decide that the cover is not right for your needs, you may cancel the policy within the first specific days and receive a full refund of the premium (For the specific days, please refer to the Q10).
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