Flex Protect Program Frequently Asked Questions

A service plan can help with repair costs for a covered product if a covered breakdown occurs. These interruptions can be unexpected and may be costly. With a Flex Protect Service Plan, if a covered breakdown occurs, we will help repair or replace the product or component to the plan’s maximum limit of liability. Please see the terms and conditions for complete details.

If a valid email address is provided, we will send the Flex Protect plan documents via email within 7–14 business days from the date of purchase.

The plan will provide repair, replacement or reimbursement services if a covered breakdown occurs on the covered Product. Please refer to your Flex Protect plan documents for a list of covered products and breakdowns. Depending on the plan, covered breakdowns may include mechanical and electrical failures, power surge or accidental damage from handling (ADH).

Coverage is subject to detailed terms, conditions and exclusions. Please see the terms and conditions for complete details.

No, you cannot add any additional products or coverage once a plan has been purchased. If you would like coverage on another product, you can purchase a separate plan on that product.

Yes, you may cancel your Flex Protect Service Plan at any time for any reason by visiting www.flexconnect.ai or by calling 1 (800) 235-3545. Refund amounts may vary depending on the cancellation date. Please see the terms and conditions for complete details.

A claim can be filed on the coverage start date of the plan. Please reference the coverage start date listed within your Flex Protect Service Plan documents. Please note the plan does not cover any pre-existing conditions or failures that occur prior to the effective date, nor will coverage be provided for products covered by a manufacturer’s warranty. A claim must be filed within 30 days of the applicable failure and prior to your Flex Protect Service Plan’s expiration date to be eligible for coverage. If your plan has a wait period (i.e., a time period between the date you purchased the plan and the coverage start date of the plan), any losses that occur or take place during the wait period are not eligible for the coverage and a claim cannot be filed. See the terms and conditions for complete details.

If a problem occurs, you can use this portal to easily file a claim and schedule service or call us toll-free at 1 (800) 235-3545, Monday through Friday, 8 a.m. – 8 p.m. EST and Saturday 9 a.m. – 5 p.m. EST.

Service fees are only applicable on specific products. Please refer to your Flex Protect Service Plan Order Confirmation to determine if a Service Fee applies to your plan.

If a service fee applies, it is a flat rate that must be paid when you file a claim. You must pay this fee for each individual claim before we will initiate or provide services under the Flex Protect Service Plan. This fee is non-refundable if service is rendered, or payment has been rendered via reimbursement. This fee will not be included in any calculation for cash-out offers or reimbursements if a provider has been sent to the home and provided service. The fee amount for a Flex Protect Service Plan is listed on the Flex Protect Service Plan Order Confirmation. This fee is separate from any trip or diagnosis fees that may be counted towards your benefit limit for covered repairs.

No, if a service fee is applicable, the fee applies once per claim that is filed.

If a service fee applies, it is due when you file a claim. The service fee will be collected during claim setup and is separate from any trip or diagnosis fees that may be counted towards your benefit limit for covered repairs. We accept Visa, MasterCard, Discover or American Express in the form of a credit or debit card payment.

Depending on your product we will either dispatch service to an authorized service provider in your area, mail you a box and shipping label to ship your product to a repair depot or offer you reimbursement or replacement.

Depending on your product, we will offer you one of the following service options:

For Onsite Service: Based on your assigned service provider, you will either select a convenient time for service while filing your claim or the service provider will contact you within 24 hours to schedule an appointment. Most appointments will be scheduled during normal business hours. Once your claim is submitted, we will provide the servicer’s name and contact information. If you do not hear from your service provider within 24 hours you can contact them directly.

For Depot Repairs: Once your claim is submitted and approved, we will provide the repair depot’s name, contact information and a timeframe that you should receive a box and shipping label to send the product in for repair.

For Reimbursement: Once your claim is submitted and approved, we will issue a reimbursement within 7 to 14 business days for the product retail price indicated on the sales receipt or confirmation, less any taxes, applicable discounts and installation fees.

For Carry-In Service: We may request to have Your Covered Product repaired at a nearby facility of Our choosing. You will be responsible for transporting Your Covered Product to and from the nearby repair facility.

After the authorized servicer arrives at your home, they will diagnose the problem, and if necessary, call the Flex Protect Authorization Department to determine coverage and obtain authorization to proceed with the repair or replacement. Keep in mind, for many repairs, the authorized servicer will be able to complete the service request while at your home.

If covered equipment or parts are necessary to complete the repair or replacement, the equipment and/or parts may be ordered by either our Purchasing Department or your service provider. How long it will take varies by availability and region. If there is a delay or shortage with your order, we will keep you posted along the way.

Once the covered equipment or parts are delivered, the authorized servicer will contact you to schedule an appointment and complete the repair or installation.

The repair depot will send you a box and shipping label via ground service which typically takes 1 to 5 business days. If your claim is submitted prior to 2 p.m. EST, the box and label will be shipped the same day. If submitted after 2 p.m. EST, it will ship the next business day.

If you do not receive a box and shipping label within 5 business days, you can contact the repair depot directly. After your claim is submitted, we will provide the repair depot’s name and contact information.

The product should be dropped off to the shipping facility within 15 days of receiving the box and shipping label. Failure to ship the product within 15 days may result in your claim being closed due to inactivity.

Our goal is to successfully resolve all valid claims. However, a repair is not always possible. In such situations, we may either offer a replacement or reimbursement of the purchase price of the product, less taxes, any applicable discounts, and installation fees, and subject to the Flex Protect Service Plan eligible benefit limit for that product. Please see the complete terms and conditions for more details.