HUAWEI Device Protection Plans
HUAWEI Call Center: UAE: 80066600
Working hours – 09:00 to 21:00hrs, Saturday to Thursday
13:00-20:00 Friday
What is the HUAWEI Device Protection?
HUAWEI Device Protection is a range of protection plans for electronics products purchased from HUAWEI. HUAWEI Device Protection plans are powered by Allianz Global Assistance.
HUAWEI has assigned a global leader in assistance services, Allianz Assistance, who is part of the Allianz Group, a global insurer and financial services provider.
HUAWEI Device Protection plans are underwritten by Alliance Insurance PSC and are only valid for claims that can be serviced within the United Arab Emirates.
Claims are managed and fully serviced by NEXtCARE Claims Management LLC, who are a UAE based subsidiary of Allianz Assistance.
What is covered under the HUAWEI Device Protection Plans?A wide range of mobile phones and tablets are covered through the HUAWEI device protection plans
All products must be owned or purchased by you or a member of your immediate Family. These items are covered up to the specified limits based on the plan you have purchased.
Details of the available plans are provided below:
1 Year HUAWEI Accident Protection
Benefit ListCovered | Plan 1 |
1st Year Accident Damage | Covered (repair only for screen damage) |
Limits | 1 claim through policy period |
Excess | Nil |
All benefits under the HUAWEI Accident Protection are valid for a maximum period of one year from date of product purchase.
Plan 1:Screen Damage is the only benefit covered. Covered one time screen repair/replacement when the screen cracks due to accidental falling, compressing, and crashing.
How do I make a claim?- Get in touch with us by calling HUAWEI Hotline 80066600. We will carry out an initial assessment of your claim.
- Or you can initiate a claim request by visiting one of our Authorized HUAWEI Service Centers in UAE.
If you have a complaint about your Policy, you should call HUAWEI hotline 80066600 or send email to customercomplain.mea@huawei.com.
TERMS & CONDITIONS
Welcome to HUAWEI Device Protection.
This is your HUAWEI Device Protection plan terms and conditions of your Policy with the Insurance Provider and your agreement with us.
In return for the full payment for your Policy, your electronics will be protected within the terms and conditions set out within your chosen Protection Plan. Only items purchased through the authorized HUAWEI retail outlets will be covered by your Protection plan.
Some of the words in this Policy have specific meanings. These are explained below and have the same meaning wherever they appear in bold throughout this cover.
NEXtCARE Claims ManagementEiffel 2 Building 1st Floor, Umm Al Sheif, Sheikh Zayed Road, P.O. Box 80864, Dubai UAE.
Covered item(s)An electronic product owned by you or a member of your Family and purchased from the client.
DamageThe sudden and unexpected failure of your covered item caused by an accidental Damage, liquid Damage or malicious Damage that prevents your covered item from meeting its designed function.
Malicious DamageDamage caused on purpose to the covered item by you or another person.
Accidental DamageDamage that occurs suddenly as a result of an unexpected and non-deliberate external action
Desktop ComputerThe base unit, monitor, keyboard and mouse used for personal use.
FamilyAny member of your immediate Family who lives with you at your Home.
Fee(s)The amount payable for the purchase of the Device Protection Plan
GadgetAn electronic device designed by the manufacturer to be portable with its own internal power source which can be used in or away from the Home and listed under “insurable items”.
HomeThe registered address supplied by you as your permanent place of residence.
IncidentAn event or a series of events, which result in the breakdown or Damage to your covered item.
Insurance ProviderAlliance Insurance PSC, P.O. Box – 5501, Dubai, UAE
Mobile PhoneA Mobile Phone purchased or owned by you or a member of your immediate Family.
Original Purchase PriceThe amount paid for the covered item at the date of purchase excluding any credit charges, delivery charges, interest charges or delivery costs.
Policy = WarrantyThe device protection plan terms and conditions in case of damage.
Policy PeriodThe period beginning at the Policy Start Date shown product purchase invoice and based on product selected.
Policy Start DateThe product purchase date as shown on your product purchase invoice.
Service ProviderNEXtCARE Claims Management LLC
We, our, usAlliance Insurance PSC and NEXtCARE Claims Management LLC who administer this HUAWEI Device Protection Plan on behalf of the Insurance Provider.
You, yourThe person named as the product purchaser.
Covered itemsAll items covered under the Policy must be from the specified categories listed below. Claims for unregistered items will only be accepted if the item is listed below:
- Mobile Phones
- Tablet
The Policy covers Items owned and used by you and members of your immediate Family.
Damage (Accidental/Liquid/Cracked screen) - What is CoveredIf the covered item suffers Damage including liquid Damage caused by the covered item being in contact with any liquid through spillages, damp conditions, and natural Weather conditions and leaking batteries during the Policy Period, we will arrange for the repair of your device through our repair partner network. If it is not possible or economic to repair we will arrange for a replacement of your device. If the device is unavailable, We will reimburse the cost of replacing the covered item through a voucher of the applicable value based on the depreciation scale.
Damage - What is Not Covered?Damage caused by:
- You or a member of your Family deliberately damaging or neglecting the Covered Item. Storing the device in locations where there is a high risk of Damage
- The covered item being used by someone else other than you or a member of your Family;
- Failure to follow the manufacturer’s instructions
- Cosmetic Damage
- Any surface scratches or dents on the device which does not affect the functionality of the device
- Wear, tear and routine discoloring due to age of device,
- Routine servicing, inspection, maintenance, dismantling or cleaning of the covered item
The maximum amount we will reimburse for repair, replacement or reimbursement of a covered item is if the cost of repair falls within the range of the Original Purchase Price of the product after depreciation.
In the case of replacement or reimbursement of goods, a depreciation scale will be used against the original product value which is based on when the claim was been reported.
The depreciation scale is as follows:
- 0 to 6 months - 0% (100% of product value is payable)
- 6 months and 1 day to 12months - 15% (85% of product value is payable)
- 12 months and 1 day to 24 months - 30% (70% of product value is payable)
- 24 months and 1 day to 36 months - 50% (50% of product value is payable)
We will not pay for:
- Any Incident occurring outside the Policy Period;
- Any covered item that was not in full working order when you purchased the Policy;
- Damage as a result of a covered item being used by someone else other than you or a member of your Family;
- Any claim where you are unable to provide proof of purchase of a covered item.
- Any claim where the serial number for a covered item or the IMEI number for a Mobile Phone has been removed or tampered with in any way;
- Any Incident involving Damage that results in a claim for the covered Item and which is not reported to us within two weeks hours of discovery;
- Damage caused by any form of portable external storage media including but not limited to memory cards, USB memory sticks or other digital recording equipment;
- Wear and tear, rusting or other deterioration due to normal use or exposure, or where there has been a failure to follow the manufacturer’s instructions for the covered item;
- Any software or data installed on the covered item, such as telephone numbers, ringtones, music, pictures, applications or videos, Damage caused as a result of a virus Damage caused by the installation of software or applications or any costs incurred during reinstallation;
- Any costs suffered by you or a member of your Family as a result of not being able to use an covered item or any costs other than the repair or replacement cost of a covered item.
- Any claim arising from the confiscation, requisition or destruction of a covered item by any government, public or legal authority;
- Any labor or other charges incurred where a fault cannot be found with a covered item;
- Any costs or Damage caused to a covered item by war, terrorism, invasion, revolution or any similar event; and
- Damage to any accessories or other devices which are not defined as an electronics product;
- Software malfunctions or other issues related to or caused due unauthorized software enhancements is not covered;
- Damage caused due to rooting, jailbreaking or installing Custom ROMs or other software that may affect a device's hardware;
- Any accessories that may be included or bundled with the product. These include but are not limited to batteries, headphones, chargers, charger cables, cases, covers and any other accessories;
- Unauthorized repair or modification undertaken by any third party Service Provider.
- Your Insured Product was purchased outside UAE
- You act illegally or break any government prohibition or regulation
- Lack of reasonable precautions to prevent damage to Your Insured Product
- Theft of loss of the device
- Misuse including damage caused intentionally and the use of the Insured Product for a purpose for which it was not originally intended.
- Loss of use or consequential loss of any kind;
- The Policy does not cover any damage caused by external events such as fire, flood, lightning, and explosion; and
- Damage caused by or arising from, but not limited to, an electro-magnetic pulse, whether man made or naturally occurring, nuclear reaction or contamination from nuclear weapons or radioactivity, seepage, pollution or contamination or damage caused by war, invasion, revolution or natural catastrophe.
The Policy will come into force at 00:00 hours on the Policy Start Date and it will end at 23:59 on the Policy Expiry Date in accordance with the terms of this Policy.
When will the Policy end?
If neither Party has cancelled the Policy, the Contract of Insurance will end either:
- 12 months after the Policy Start Date (HUAWEI Screen Damage Warranty)
- If You have reached, the claims limit.
Can the Policy be renewed?
It is not possible to renew this Policy for the Insured Product.
- Get in touch with us by calling HUAWEI Hotline 80066600. We will carry out an initial assessment of your claim.
- Or you can initiate a claim request by visiting one of our Authorized HUAWEI Service Centers in UAE.
- Dubai Location: Showroom # 2, Sky Towers, Sheikh Zayed Road. Nearest Landmark: Rose Studio nearest land marks: Financial Center metro station (at the left side) & Emirates tower metro station (at the right side) both are 200 Meter away from service center. The working time is from Saturday to Thursday from 10 AM to 7 PM and Friday is closed. Google Location: https://goo.gl/maps/c99UCSoSXWJ2
- Abu Dhabi location: Defense Road, OPP el Wehda Mall, Hazzaa Bin Zayed ST. The working time is from Saturday to Thursday from 10 AM to 7 PM and Friday is closed. Google Location: https://goo.gl/maps/FtCqhcEweXE2
Please bring your original receipt with you while making a claim.
- 1. Fees
- 2. Reasonable Precautions
- 3. Other insurance policies
- 4. Changes We Can Make To The Policy
- We can review and change the Fee or change the terms and conditions of the Policy. The changes may increase or reduce the Fee and may improve or reduce the cover provided by the Policy, including the Policy limits.
- The circumstances that may give rise to a change in Fee or to the terms and conditions of the Policy include (but are not restricted to): significant adverse claims experience, significant increase in Insurance Provider’s operating costs, inflation, economic and environmental factors, and changes in legislation, or taxation.
- You have the right to refuse any such changes and cancel the Policy in accordance with general condition 5 - “Cancelling the Policy”.
- 5. Cancelling the Policy
- 6. What to do if You need to make a complaints
- For complaints please contact us on 80066600;
- Your complaint will be responded to by the Customer Relations Team who will aim to resolve your complaint, within two working days of receiving your complaint, where possible. If the Assistance Department cannot resolve your complaint within this time, they will write to you within five working days and endeavor to resolve the problem within 4 weeks.
- 7. Fraud
- If you or a Family member or anyone acting on behalf of you/them makes a false or fraudulent claim or supports a claim with any false or fraudulent document or statement including inflating or exaggerating a claim, you will lose all benefits and Fees you have paid for the Policy.
- We may also recover any sums we have already paid under the Policy.
- If you or a Family member provides us with false information, statements or documents, we will record this on anti-fraud databases and may also notify other organizations.
- Law applying to the Policy (Unless agreed otherwise)
You will be charged the fee shown unless the policy is cancelled by you or by us. If you fail to pay a fee when due we may terminate your Policy.
Covered items must be kept in a good state of repair and all reasonable steps taken to prevent Damage.
If at the time of a claim you have other insurance policies covering the covered item, we will only pay our share of the claim.
You can cancel the Policy at any time during its tenure. However, all policies are non-refundable once issued.
Or write to: customercomplain.mea@huawei.com. We will aim to promptly solve customers’ complaints at the initial point of contact. Our Assistance Department staff is fully trained to deal with your complaint quickly and efficiently. However you should inform us that you are dissatisfied with the response you have received.
The language of the Policy and all communications relating to it will be English. UAE law will apply to this agreement.