Frequently Asked Questions

Answers to Some of the Most Common Questions About Safeware Plans

General FAQs

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.

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.

K-12 FAQs

While they go by many names, each of these terms refers to the same type of added coverage for devices. While most product manufacturers offer a standard warranty, it is usually limited in what it covers and how long the coverage is offered for. Safeware protection plans expand both coverage options and length for your device.

  • FAMILIES: How do I file a K-12 device claim?
    • Parents and families should contact their child's school to submit claims on their behalf, as this is a group, school-owned policy.
  • SCHOOLS: How to file claims for multiple devices?
    • School administrators can go to the Parent Portal and select the device that needs serviced from a list of serial numbers. Administrators will need to provide details about the device and upload pictures/details about the repair needed.

We provide a wide range of term lengths for our K-12 plans, including options for just a few months, as well as 1-year, 2-year, 3-year, and 4-year terms.

Safeware K-12 Protection Plans are designed specifically for K-12 schools and can protect their technology investments from accidental damage, theft, and other unforeseen events.

  • Here are a few events that Safeware covers:
    • Accidental damage: This optional coverage protects against physical damage to covered devices that is the result of accidental drops, spills, or other mishaps.
    • Power surge
    • Transferable coverage: This coverage means that if a device needs to be replaced and cannot be repaired, the remaining value of the contract is transferred to the new device. This ensures continuous protection and peace of mind for the user.
    • Mechanical breakdown: This coverage is an extension of the manufacturer's warranty and covers issues such as blue screens, hard drive problems, and port or power issues.
    • Pet Damage: This covers accidental damage caused by pets, including damage from chewing or scratching. 
  • Additional coverages included only in Safeware’s insurance plans:
    • Vandalism, fire, flood, and natural disasters
    • Theft: To submit a claim for theft, you must file a police report within five days of the device going missing. You have 30 days to provide a copy of the police report to Safeware.

We offer multi-device policies that allow you to cover all your K-12 devices under one plan. This can be a cost-effective way to protect all your K-12 devices and ensure they are covered in case of an unexpected event. The cost of the policy will depend on the number of devices you are covering and the level of coverage you choose.

  • When purchasing a multi-device policy, you will be required to provide information about each device you want to cover such as the:
    • Make
    • Model
    • Serial number
    • Purchase price
  • You can add devices onto your K-12 plan throughout the year, if needed, through an "endorsement". An endorsement is when a student comes/leaves and the device is transferred to a different student. We can alter the policy by adding in/subtracting devices using the devices’ serial numbers.

The devices on a K-12 plan cannot be transferred from school to school with the student, the school has control over the devices on their plan. 

Safeware K-12 plans have many features that stand out. We have a reobust service network which allows us to quickly source parts and process repairs (and can support self-servicing schools), a website portal dedicated to your school district, and much more.

  • Safeware's depot partners can quickly source replacement parts, effectively minimizing device downtime.
  • Safeware provides a diverse range of plans and options that cater to diverse needs, including coverage for accidental damage, coverage for new or used devices, or a combination of devices in a fleet.
  • Our Parent Portal is excellent choice for districts with limited budget as it comes at no additional cost and gives families the option to purchase device coverage if desired. We preload a comprehensive list of makes, models, serial numbers, and asset tags, the portal effectively streamlines the process for parents. With a few simple steps, families can access the landing page, enter the district ID and asset tag, input their child's information, provide payment details, and then the process is completed.
  • Chargers are covered as a part of the K-12 protection plans. Anything that comes in the box with the device when it was purchased will be covered under the protection plan.
  • With a Safeware K-12 protection plan you are assigned a dedicated Safeware Client Services Manager and Claims Adjuster. They will help to answer any questions you may have and help with the claims process if a device is damaged or needs repaired/replaced.

Once you reach out to Safeware and provide a list of the devices you want covered, our team will provide you with a list of coverage options/cost.

  • Contact Safeware: please click "Get a Quote" above to express your interest in either our family-funded or school-funded program options.
  • Complete the application: We will provide you with an application form that you will need to complete and submit. This form will include information about your school, such as the number of devices you have, the types of devices, and any existing protection plans.
  • Review the partnership agreement: Once our team has received your application, they will provide you with a partnership agreement that outlines the terms and conditions of the partnership. This agreement will include information about the coverage options available, pricing, and other key details.
  • Sign the agreement: After reviewing the partnership agreement, you will need to sign it to finalize the partnership. It is important to note that the activation of a K-12 protection plan is subject to the receipt of the first payment.
  • Receive training and support: Safeware will provide you with training and support to help you get started with the partnership, including training on how to submit claims and manage your coverage.
    • By becoming a partner school with Safeware, you can provide your students and faculty with comprehensive device protection that can help them stay connected and productive.

We are not currently offering individual coverage for parents, only through their child’s schools.

We do not currently offer individual policies for our K-12 protection plans. Although, if you are purchasing an individual device through one of Safeware’s technology partners, you can add a protection plan to that device. 

Safeware plans are attached to the serial number of the device they were originally purchased for and are not transferable to another device. Unless the device is replaced under the plan due to the original device being unrepairable.

It is important to note that if you do transfer the plan to a new device due to damage, the remaining coverage on the original device will be transferred to the replacement device.

If a student changes schools or graduates and the device is transferred to another student within the same school, the coverage still applies if the device remains in the possession of the school or educational institution that purchased the Safeware plan. .

If you purchased Safeware coverage at the same time as your K-12 device, your coverage would begin on the date of purchase or the date you received the device, depending on the policy terms. 

It depends on the availability of the machine and the parts needed for the repair. Typical turnaround times are around 5-7 business days. The process of filing a K-12 warranty claim is:

Provide information about the device and the issue:

  • Make
  • Model
  • Serial Number
  • Date of Incident
  • Photos and/or evidence of the damage

Follow any instructions provided by Safeware: Depending on the repair and the issue at hand, we may provide instructions for shipping the device to a repair center or for arranging an on-site repair.

Our plans do not have deductibles; however, deductibles are an optional feature that schools can choose to add in to reduce their premium. We typically do not recommend the use of deductibles.

Fitness Plan FAQs

While they go by many names, each of these terms refers to the same type of added coverage for your fitness equipment. Most fitness manufacturers offer some type of standard warranty on their products, but it is usually limited in both what it covers and how long the coverage is offered for. Very simply, “protection plans” / “extended warranties” expand both coverage options and length for your equipment.

Claims can be filed online here via mobile device or computer, or by phone by calling 800-800-1492.

To initiate a claim, you will need to provide your last name, telephone/email, and your zip code.

Additional information needed to complete your claim: Make Model Serial Number Date of incident Photos and/or videos of the damage.

If you purchased your fitness equipment from a partnering retailer, as soon as your fitness equipment is installed your Safeware coverage begins. If you are purchasing your fitness equipment from an ecommerce platform, your Safeware Protection Plan begins on the date of purchase. More information: Although Safeware Fitness Protection Plans begin on day one, claims covered by an active manufacturer’s warranty should be filed with the manufacturer. Check out your manufacturer's warranty to see what benefits are and are not available to you as any responsibility of the manufacturer falls under the manufacturer's warranty.!

Safeware’s Fitness Protection Plans have many coverage benefits including:

  • Battery Coverage
  • Power Surges Normal Wear and Tear
  • Accidental Damage
  • Mechanical or Electrical Failure
  • "Gap Coverage" on lesser-warrantied parts For example: A manufacturer may have a three-year parts warranty, but certain parts may have different guidelines for how long they are covered. There may actually be a one-year warranty on the belt, or 90 days on the headphone jack. In these cases, Safeware will cover those “lesser-warrantied” parts after the manufacturer’s period ends on those items.
  • Fully Transferable: If you sell your equipment before your Protection Plan ends, you can transfer the plan to an end user of your equipment. This can be an added selling point when you are trying to sell your old equipment.!

Safeware’s Labor Only Fitness Plans cover the same areas as Safeware Fitness Protection Plans, but the coverage benefit is simply limited to the labor costs associated with the repairs in those areas. Safeware’s Labor Only plans were created to compliment long-term Parts warranties from the manufacturer.

With these plans, Safeware covers the labor cost to perform repair jobs for your fitness equipment. We'll cover any of the trip charges or travel fees, associated taxes, and anything the technician might run into such as tolls or ferry fees along the way.

For Labor Only Plans, the customer and/or the manufacturer pays for the parts.

These plans are transferable to a new owner in the event that you sell your equipment.

  • Light Commercial and Residential: 3-5 years
  • Full Commercial: 3-5 years
  • Refurbished*: 1-2 years
  • Even though the refurbished protection plan starts on the date of installation, the fitness equipment seller is responsible for any and all issues that occur I the first 90 days of ownership.

We aren’t in the business of “gotchas” or hidden policies and want to be as transparent as possible. You can view a complete list of items not covered in the T&Cs, but some of the most common reasons are:

  • The #1 Reason: Noise coming from the unit that is not linked to a direct part and/or resulting in mechanical failure
  • Coverage is still under the manufacturer’s warranty period
  • All benefits have been exhausted from previous claims
  • The remaining balance is too low to cover requested service
  • Coverage has expired
  • Technician determines cause of the failure is due to elements outside of normal usage. IE. Rodent damage, the unit being used in non-temperature controlled settings, flood damage, etc.

Safeware does not cover:

  • Cosmetic damage such as light dents, scratches, and dings
  • Non-functional plastic parts such as end caps and casings
  • Domestic pet damage and/or rodent damage
  • Rust and corrosion
  • Preventative maintenance
  • Units housed in non-climate-controlled settings such as a garage or outside patio
  • Bike pedal straps
  • Noise that is not linked to a direct part and/or mechanical failure
  • Damage during a move, meaning if you move to a new area or home and your equipment is damaged during your moving process, it will not be covered

The cost of plans will depend on the type of equipment, the number of years of coverage provided, and the type of coverage purchased. Please contact your local Safeware partner to find out more.

The cost of plans will depend on the type of equipment, the number of years of coverage provided, and the type of coverage purchased. Please contact your local Safeware partner to find out more.

Safeware Fitness Protection Plans can be added to your fitness equipment up to 60 days after installation. Contact your fitness retailer to purchase a plan.

Currently Safeware fitness protection plans are unable to be extended after the coverage has completed.

Safeware’s Fitness Product Protection plans provide peace of mind for your new investment and have many coverage benefits including battery coverage, power surge, normal wear and tear, accidental damage, "Gap Coverage" on lesser warranty parts, and transferability to new owners. Ultimately though the decision to purchase a protection plan is a personal one that will differ from person to person based on their preferences, needs, and overall level of risk tolerance.

More information:

Before making your decision, it is a great idea to check the warranty company’s reputation, how long they have been in business, and if they are backed by a strong underwriter.

Looking at a company’s online reviews using platforms such as Facebook, Google, or BBB can give you great insight when deciding if you should purchase a specific extended warranty.

Many issues can arise with fitness equipment that may require repair or replacement of certain parts. A few of the most common issues with fitness equipment include belt breaks, worn-out bearings, and pedal failure.

More information:

  • Belt Breaks: Can be caused by a variety of factors, for instance improper tension, misalignment, or damage from exposure to heat or chemicals. While every situation is different and there are a variety of solutions for belt breaks, the typical solution is replacing the belt.
  • Worn-out Bearings: Can be caused by a variety of factors, including improper lubrication (insufficient lubrication and/or high temperatures that degrade the lubricant), contamination, and misalignment. Signs of worn-out bearings include increased, unwanted resistance. The first step is to figure out what caused this issue as each cause has different solutions. Although, the most common solution is replacing the bearings.
  • Pedal Failure: Can be caused by multiple factors, including worn out bearings and/or excessive pressure on the pedals. The most common solution of pedal failure is replacing the bearings or pedals.
  • Consoles: Sometimes consoles can become unresponsive or fail to communicate properly with the control boards of your machine. Often the only resolution is replacing the entire console. Consoles range in price from $500-$3500 dollars.

The majority of extended warranties provide protection for a period longer than the original manufacturer’s warranty. Some extended warranties may also include wider coverage and additional benefits.

The majority of Fitness Protection Plans/Fitness Equipment Extended Warranties cover mechanical and electrical parts.

A common feature of Fitness Extended Warranties includes in-home service (having a technician come to your home to repair or replace your equipment) rather than you having to take or ship your equipment to a service center.

It is important to read the terms and conditions before purchasing any extended warranty, this will give you an understanding and knowledge of the service you are purchasing and if it matches your wants and needs.

To maintain fitness equipment, it is very important to follow the manufacturer's instructions as each piece of equipment comes with its own unique set of rules. The manufacturer’s instructions will also include proper cleaning and lubrication methods for the equipment. Here are a few general guidelines:

  • Clean the equipment after each use. Follow the cleaning methods on the manufacturer's instructions. Using the manufacturer's preferred cleaning products, wipe down the frame and moving parts after every workout.
  • Using the lubricant recommended by the manufacturer, lubricate the moving parts of the equipment such as the belt of a treadmill or the chain of a rowing machine. Under normal use, you should lubricate your fitness equipment every 3 to 6 months. For exact lubrication information, you should research your exact fitness equipment (treadmill, elliptical, etc.) to ensure proper lubrication times.
  • Check the alignment of your machine and adjust the alignment if necessary. Proper alignment ensures that the machine functions properly as well as avoids wearing down certain parts.
  • All equipment should be kept in a dry, clean area.
  • While these general guidelines are key in ensuring a long lifetime for your equipment, it is essential for you to reference your equipment’s user manual as each brand and type of fitness equipment has their own set of specifications.