AON Insurance Claims
Mobile insurance is provided by AON Insurance. Should your customer have AON Insurance they must first contact AON Insurance and lodge a claim. They will then be required to send their faulty device to Entelar for assessment. This should be done via an authorised Spark store, as per the Return & Repair process. Please indicate on the Service Ticket that an AON Insurance quote is required together with the Claim Number.
We will then assess the device & if repairable a quote will be provided to AON Insurance for the cost of repair (copy will be sent to the store). If the quote is accepted by AON Insurance, the device will be repaired and dispatched to you. Please note that you will be charged the cost of repair and this must then be recovered by you from AON Insurance – less the applicable Excess Fee (which needs to be paid by the customer before collection of their device).
If unrepairable (ie; BER), no quote will be provided to AON Insurance – instead the device will be dispatched back to you unrepaired and our standard Assessment Fee will apply. You will then need to liaise with AON Insurance in terms of recovering the Assessment Fee charged by us and also to verify what charges are applicable to the customer (this would normally be the applicable Excess Fee). You/ the customer will also need to liaise with AON Insurance in terms of customer resolution.
Please note that mobile insurance will cover moisture and physical damage but, not manufacturing faults ie; part failures, etc.
General Insurance Claims
For non-AON Insurance claims, please indicate on the Service Ticket that a quotation is required for general insurance purposes. We will then assess the device and, if repairable, a quote will be provided to you for insurance purposes. This will need to be relayed by the customer to their Insurance Company. If unrepairable, no quote will be provided – instead the device will be dispatched back to you unrepaired and our standard Assessment Fee will apply.