Frequently Asked Questions

Answers to Some of the Most Common Questions About Safeware Plans

Safeware has partnered with thousands of Technology, Appliance, Furniture, and Fitness Equipment resellers across the United States. Depending on where you live, we likely have a partner near you! Chat with us on our website or call 1-800-800-1492 to request information about resellers in your area.

It’s easy! Visit the homepage and click “Report a New Claim.” You can also Chat with us in real time to provide the necessary details of initiating a claim.

If you’d prefer to speak to someone directly, you can call our Solution Center at 1-800-800-1492, Monday - Friday, 8:00am to 6:00pm EST. A Customer Relations Specialist will walk you through the claim filing process.

Once a claim has been approved, our Solution Center experts will let you know what’s needed in order to obtain service. Depending on the type of device and the type of coverage purchased, the claim will be handled one of four ways:

Carry-In: You may be instructed to take your device to one of our local Authorized Service Partners. Covered products must be delivered and picked up by the customer, and you should only take your device to one of these locations once your claim has been approved.

Depot: If you are not near one of our Carry-In locations, you may be provided with a shipping label to send your device for repair to one of our specialty depot partners. We’ll provide you with a shipping label, but make sure your product is properly protected with bubble wrap or other protective materials, as damage in transit may not be covered. Safeware is not responsible for and has no liability for products damaged in shipping. Once a depot repair is completed, your repaired product will be mailed back via 2-day shipping.

Advanced Exchange: If the Protection Plan you purchased comes with Advanced Exchange, you may be eligible for an overnight replacement device to be shipped to your location. Check your Declarations Page to see if you purchased this coverage. Once you receive the replacement unit, you’ll simply ship your damaged/failed product back to us using the shipping label provided.

Replacement: If your device is deemed unrepairable for any reason, you may be eligible for a replacement unit or cash settlement of your contract. In the event Safeware replaces the covered product, customers are required to ship the old damaged/failed product to Safeware; a shipping label will be provided in these instances. Failing to ship the defective product may result in you being charged for the replacement device.

Upon purchasing your Safeware Protection Plan, you should have received an email confirmation that include a Declarations Page and copy of the Terms and Conditions.

You can also click here to view the program Terms and Conditions on our website.

If the failure is due to breakdown (not accidental damage), you should first check with your product manufacturer. Any failure related to defects or how the product was made will be covered by them. If they deny your claim for any reason, just send a copy of that denial to Safeware when you file your claim with us!

In the event of a total loss (a.k.a. damage beyond repair), Safeware will request a proof of ownership/purchase in order to validate the claim and issue a replacement. In the event of theft, the customer needs to provide a police report (filed within five days of the theft), proof of ownership, and a statement of events for validation. Please note that if theft coverage was not purchased with your Protection Plan, theft is not covered. Theft coverage is only available for technology products.

Proof of Purchase can include receipts, invoices, voided checks, or credit card receipts. Safeware recommends always maintaining a copy of your Proof of Purchase for your equipment alongside your Safeware Protection Plan Declarations Page.

In the event that a product is out of production, we will replace your product with a “like kind and quality” unit, based on the retail market availability at the time of the claim.

Safeware’s Protection Plans are service contracts designed to enhance and extend the manufacturer’s original warranty. The warranty on consumer product such as technology, appliances, furniture, or fitness equipment will service failures and mechanical breakdown. Safeware steps in to cover Accidental Damage from Handling, Power Surge, Failure During Normal Use, and more!

Accidental Damage from Handling, also known as ADH, is defined as an unexpected and unintentional external event, resulting in physical damage to the covered product. Examples of ADH include, but are not limited to drops, falls, cracked screens, liquid spills, and liquid submersion.

Mysterious disappearance or neglect of a device are not covered by Safeware’s Protection Plans.

Software issues are not covered by the Plan.

In order to receive the maximum benefits of a Safeware plan, we recommend that our customers insure their product at its full retail value. Note that tax and shipping charges associated with a product purchase should not be included when calculating the full retail value.

Call our Solution Center at 1-800-800-1492, Monday - Friday, 8:00am to 6:00pm EST. A member of our Solution Center team will walk you through the cancellation process.