Something broke. Annoying, but this is the moment your plan exists for. Here is the whole process, start to finish.
Before you start
- The email you used at checkout. Your plan is tied to it, and it is how you sign in. No password to remember.
- What happened. A sentence or two is enough: what failed, and how. Honest and specific beats long.
- The product nearby. You may be asked for details like a serial number or a photo of the damage.
Step 1: Open your portal
Go to the customer portal and enter your email. A secure sign-in link arrives in your inbox; it works for 15 minutes. Click it and you are in, looking at every FlexProtect plan tied to your email, with coverage dates and plan documents for each.
Step 2: Start the claim
Pick the product, choose the claim option, and describe what happened. The form is short by design. Most people are done in about 90 seconds.
Step 3: What happens next
Your claim goes straight to the claims team for review against your plan terms. Depending on the product and the failure, the resolution is a repair or a replacement, and you will get updates by email as it moves. You can also reopen the portal any time to check where things stand.
A few tips that speed things up
- File promptly. Fresh details make claims easier to review.
- Describe the event, not just the symptom. "Dropped on tile, screen cracked in the corner" processes faster than "broken".
- Keep the product. Do not toss or repair it yourself before the claim resolves.
What is covered, exactly?
Covered failures depend on your specific plan; your plan documents in the portal list them precisely. For the difference between what a manufacturer handles and what your plan handles, see our guide to warranties vs. protection plans, and the FAQ for everything else.