FAQs

Why protect my mobile device?

We know you don't like to settle for anything but the best when it comes to your device. However, sometimes you experience product damage or manufacturer's defect that may leave your device in bad shape. The On-Guard Plus 18 by Assurant®, On-Guard Plus 24 by Assurant® and On-Guard 12 by Assurant® programs give you peace of mind knowing that if your device suffers a covered incident, a fast and easy claims process will get you reconnected quickly without having to pay significant repair or replacement costs. Program coverages and details vary - refer to your coverage documents for details.

What information can I access on PlusClaims.ca?

PlusClaims.ca is your one-stop spot where you'll find the following information:

• FAQs - View a list of our most frequently asked questions.

• About Assurant  - See how committed we are to keeping you connected to your mobile world.

• Program Info - Get information about our programs.

• Contact Us  - Reach out to us with any questions you may have or upload your documents electronically.

Is there a service fee?

A service fee will apply for each accidental damage claim. For specific details on the service fee amount for your coverage and device model, please go to My Service Fee.

Under what circumstances will my device be replaced?

The On-Guard Plus 18 and On-Guard Plus 24 programs cover accidental damage from day one and product hardware failure, during and after the manufacturer's warranty term.

The On-Guard 12 program covers product hardware failure, after the manufacturer's warranty expires.

Exclusions apply. Please refer to your coverage documents for complete details.

How many claims am I allowed?

Under the On-Guard 12 program there is no limit on the number of claims you can file.

The On-Guard Plus 18  program has a limit of two approved claims within the 18 month term period for accidental claims and no claim limit for product hardware failure claims.

The On-Guard Plus 24 program has a limit of two approved claims within the 24 month term period for accidental damage claims and no claim limit for product hardware failure claims.

Please refer to your coverage documents for more details.

How long do I have to file a claim?

You must file a claim within 90 days of the incident.

Who are the administrator and underwriter for the protection plans?

The Service Contract Administrator is Assurant Services Canada, Inc. and the Benefit Contract is underwritten by American Bankers Insurance Company of Florida. Assurant Services Canada, Inc., and American Bankers Insurance Company of Florida carry on business in Canada under the name of Assurant®. ®Assurant is a registered trademark of Assurant, Inc.

What are the exclusions under the protection plans?

Losses resulting from the following are not covered: burglary or theft; failure to follow the manufacturer's maintenance recommendations; pre-existing conditions prior to start of coverage; intentional and/or misuse; unauthorized repair or service; power fluctuations; any loss recoverable under any product warranty. Refer to your Terms and Conditions for a complete list of exclusions.

What is the fastest way to file a claim?

To start your claim process, please contact us at 1-866-667-5324. Please stay tuned as we are working on providing access to online claims.

What do I need to start a claim?

Only someone authorized on the account can file a claim. To expedite your experience, we recommend you have the following items handy before beginning:

• The IMEI1 number of the device you are claiming

• Make and Model of the device

• E-mail address (to provide you with status updates about your claim)

• Service fee (if applicable)

How do I locate my IMEI1 number?

• Power up your OnePlus device; open up the dial pad and enter code *#06# and your IMEI1 number should appear on your screen or;

• Remove the back cover from the device and locate the IMEI1 number.

What is the importance of providing a valid email address?

Having an email address allows us to provide you with important status updates regarding your claim. You will get messages when your claim is approved, when your device is shipped, and be provided a tracking number to confirm delivery of your device.

How can I determine my device's manufacturer make and model?

Check your device's original packaging and/or your original receipt. OnePlus may also have the make and model on file, so you may contact them directly at 1-646-851-2228 or contact the OnePlus Support Center in the United States or Canada.

What if I can't find the IMEI1 number for my device?

Your device's IMEI1 number is 15 digits long. This number is typically located on the back of your device or may be found on the original packaging for your device, your purchase receipt, or you may contact OnePlus at 1-646-851-2228 or contact the OnePlus Support Center in the United States or Canada.

Where can I fax my claim documents?

For your convenience, claim documents can be faxed to 1-866-667-5324. Please allow 24 hours for processing.

How long does it take to receive a replacement device?

Once a claim is approved, you will receive your replacement device within 2 business days, when available.

If you provided your email address when filing your claim, an email with tracking information will be sent advising you that the device has been shipped.

Will the replacement device be exactly the same make and model as my original?

Your device will be replaced with a new, refurbished, or recertified product of like kind and quality.

How do I activate my replacement device?

First, charge your replacement device for 12 hours prior to use.

If you are using your existing SIM Card:

1. Remove the card from the damaged device.
2. Insert the card into the SIM Card slot on your replacement. (Make sure it clicks.)
3. Turn on your replacement device and activation will begin.

It's that simple!

Does my replacement device come with a warranty?

Yes. Every replacement device shipped from Assurant comes with a 30-day warranty. If your replacement is a new device, it comes with a 30-day warranty. If your replacement is a reconditioned device, it comes with a 90-day warranty.

I received my replacement but it's not working properly. What do I do?

To ensure satisfaction, your replacement device has been fully tested for quality prior to shipment. If, however, you experience any issues with your replacement device, please call 1-866-618-5735 within 5 days for assistance. If our representative authorizes the return of your replacement device, you will be provided with detailed instructions on how to return the device using the enclosed FedEx International Air Waybill and Commercial Invoice.

How long should I charge my battery for the first time?

Charge the battery for 12 hours prior to initial use. Lithium-ion batteries do not have charge/discharge memories so your device is ready for everyday use after the initial charge.

How long does it take to fully charge a battery?

A 12-hour initial charge will ensure the battery is charged to approximately 100%.

How can I maximize the performance of my battery?

There are several things that can be done to maximize battery performance. Your device's manufacturer will have more detailed information, but here are a few general tips to help you get started:

• Properly "condition" your battery when it is new by fully charging it the first time.

• Keep your device, batteries and the contact terminals clean. The contacts can easily be cleaned with cotton swab and rubbing alcohol.

• Avoid exposing the battery to extreme heat and cold.

• Use the battery. If possible, avoid letting your battery sit dormant for long periods of time.

• Use only the device options and accessories that you really need.

• If the battery is to be idle for an extended period (a month or more), store it in a cool, clean location. Recharge it fully upon re-use.

Why do I need to return my malfunctioning/damaged device?

Once your claim has been approved, the claimed device becomes property of the provider of your coverage and must be returned using the instructions provided.

How do I return my malfunctioning/damaged device?

Everything you need to return a malfunctioning/damaged device can be found inside your replacement device box. Once received, simply follow the instructions below:

• Remove memory/SIM cards (if applicable) and make sure to transfer needed data from your malfunctioning/damaged device before you return it.

• Complete the From section of the enclosed FedEx International Air Waybill, including the date, and keep the sender's copy for your records. Place the malfunctioning/damaged device inside the bubble holder, seal and insert in the shipping envelope.

• Fill in the required information on the Commercial Invoice, including the date and signature, insert two copies in clear envelope and adhere to the front of the shipping envelope.

• Take the sealed shipping envelope to any authorized FedEx drop-off center and provide them with a copy of the Commercial Invoice.

I can't find the mailing label I need to return my malfunctioning/damaged device. What should I do?

In the event you no longer have the shipping envelope, you can contact us at 1-866-618-5735.

Is there a fee if I don't return my malfunctioning/damaged device?

If the malfunctioning/damaged device is not returned within 10 days of receiving your replacement device, you will be charged an unrecovered equipment fee up to $500.

Available payment options for the unrecovered equipment fee (if required) may include:

• Credit Card (Visa, MC, AMEX)

• Pre-authorized debit