Understanding Economic Limits

The coverage provided is subject to the following limits

1. Labour Costs Labour cost for the repair or replacement of the faulty or damaged part(s) on the Insured Good depending on the device range.
2. Parts Replacement CostsThe cost of the part(s) used to replace the faulty or damaged part(s).
3. Replacement Policy
   • In case the Insured Good is not repairable, or if the repair cost reaches the sum insured declared by Lulu or the Purchase Price whichever is lower, its replacement with the same model or with an item of identical characteristics at no charge. For avoidance of doubt the similar good can be a like-for-like replacement and for instance, any colour can be offered as a replacement under the Insurance Policy
4. Voucher Issuance
   • In case, the Insured Good is not repairable and a like-for-like similar good is not available, the Assistance Company, at its sole discretion, has the right to issue a voucher from Lulu with an amount corresponding to the replacement cost of a like-to-like similar Insured Good
5. Claim Amount Limits
   • Subject to the policy terms, conditions and exclusions, at the time of the claim the total amount of repairs and/or replacement should not exceed the original Purchase Price of the Insured Good or the declared sum insured by Lulu, whichever is lower.
   • The total amount payable by the Insured in the case of replacement of the Insured Good due to Accidental Damage will be subject to the following excess amounts (only applicable for Accidental Damage claims and no excess is payable for Extended Warranty claims).

Excess Payment Terms

• The Insured Person has (3) three working days to pay for the applicable excess. The claim repair or replacement process will only start post excess payment by the Insured. In case of any delays for the excess payment by the Insured, the claim will be cancelled and it will be recorded as (1) one claim event.

Key Conditions You Need to Know

1. This insurance is limited for the insured person and not transferable to any subsequent owner of the Insured Device.
2. The Insurance Policy must be purchased at the same date and time of purchasing the Insured Good from Lulu.
3. This Insurance Policy is not renewable.
4. The Insurance Policy coverage is restricted to the UAE only and to claims that occur in the UAE only.
5. The Insured Good besides the general information must be mandatorily identified on the Insurance Policy with the following: IMEI (International Mobile Equipment Identity) or Serial Number S/N sticker or Lulu Invoice Number for insured goods for purchase and claim.
6. For Accidental Damage the Insured Person or the Beneficiary is entitled to a maximum of 2 claims for repair or 1 replacement towards the Insured Goods for the duration of the Insurance Policy up to the sum insured amount.
7. In case the Insured Person has submitted a claim that is not covered under the policy terms and conditions, then the Insured Person will be liable to pay for any applicable diagnosis or service centre charges. If the Insured Person refuses to pay for this (after using the service), then the policy will be immediately terminated without any further benefit to the Insured Person.
8. In the event of a second claim by the Insured Person, the Insurer will only provide the benefit up to the residual sum insured. The Insured Person has to pay for the difference if the total repair value or replacement value exceeds the residual sum insured. No voucher will be issued for any cases that involve a second claim. If the customer is not willing to pay for the difference to get the Insured Good serviced/repaired or replaced, the policy will stand cancelled with no further benefits to the Insured Person. For avoidance of doubt, the Insurer will not be obligated to provide the proof of the repair value for the first claim.
9. The Insurance Policy shall automatically terminate upon claiming maximum two (2) repairs in Accidental Damage as per the terms and conditions of the policy noted in the section Object and Scope of Insurance.
10. The Insurance Policy shall automatically terminate when the Insured Good is replaced without prejudice to the exclusions of these general conditions and the covered insured amount limits.
11. The Assistance Company shall provide genuine parts from service centres in case of repairs for any Insured Good. The Assistance Company is entitled to select any service centre as part of their repair network. Replacement or repair decision to be decided based on technical diagnosis of the service centre and the decision taken by the Assistance Company.
12. In the case of replacement, the ownership of the old device is automatically transferred to the Insurer

Liability Conditions Explained

1. Claim Conditions The Assistance Company’s liability depends on the Insured Person adhering to the Policy terms.
2. Invoice Requirement Keep the original invoice with the device’s IMEI or Serial Number to claim Accidental Damage Insurance.
3. Actions in Case of Accidental Damages
   • Minimize the loss.
   • Notify the Assistance Company promptly.
   • Provide all necessary claim information.
   • The Assistance Company isn’t liable for data loss or privacy breaches. They are responsible only if the Insured Good is damaged, lost, or stolen while in their custody.
   • Remove any passwords, emails, or apps before repair/replacement and provide access information.
   • Back up data before repair or replacement.
   • Upon replacement, the old device becomes the Insurer's property.
4. Complaints and Repair Warranty
   • Report repair complaints within five (5) working days after delivery.
   • Report replacement issues upon delivery; functionality complaints can be reported within ten (10) days.
   • Repair warranties follow the terms of the designated repair facility.

Important Exclusions to Keep in Mind.

On a general basis for all the guarantees and benefits under the present Terms and conditions, the consequences of the following are excluded from any guaranteed object of this contract:

1. Losses occurring outside the UAE.
2. When the affected insured good does not match the details stated in the policy.
3. When the insured does not send the necessary documentation requested by the Assistance Company within 10 working days needed to manage the claim.
4. When it is not possible to verify the IMEI number (it was not previously registered).
5. When the Insured is not up to date with the payment of premiums, where applicable.
6. Duly excluded are the costs of accessories or of any consumable part related to the operation of the Insured Device (modem, hands-free kit, charger, battery other than that originally supplied by the manufacturer, add-in cards or any accessory that is secondary to the Insured Device). Accessories or any damage to accessories. No accessories will be covered or provided as part of a replacement or repair claim. For avoidance of doubt accessories include, but are not limited to, chargers, protective cases, pens used with tablets/laptops/desktops, external hard drives, external keyboards, remote, wall bracket or any other items that may be attached or connect to the Insured Good. For avoidance of doubt, accessories are excluded even if they affect or are required for the functionality of the insured good.
7. Installation of Insured Good is excluded from the benefits accruing to the Policyholder.
8. Expenses incurred as a result of permanence clauses in contracts with the operator.
9. Any cleaning, service, inspection, maintenance, adjustment or repair process not authorised by the Insurance Company
10. Any malfunction resulting from incorrect configuration or reconfiguration of the Insured Device, or of an application..
11. Cosmetic damage: the repair of the Insured Device solely affected by cosmetic damage, which does not prevent the correct operation of the Insured Device.
12. Wilful acts or acts proven to have been carried out in bad faith, by the Insured or the Insured person or the person for whom he / she must respond, or those derived from the infringement or deliberate breach of the legal regulations.
13. Any loss caused by wilful negligence of the Insured or Insured person.
14. Claims not attributable to a single specific event.
15. Any fraudulent conduct or misconduct in order to receive benefits from any of the coverages to which this policy entitles.
16. Armed conflicts (whether or not there is an official declaration of war), tumultuous actions produced by the course of meetings or demonstrations, rebellion, sedition, riot, or terrorism.
17. Reaction or nuclear radiation or radioactive contamination.
18. Natural disasters - Pollution, pollution or corrosion, as well as any variation or harmful influence of water, air or soil and, in general, of the environment this includes, but is not limited to fire, explosion, flood, lightning and earthquake.
19. Cost of dismounting for the diagnosis, when the breakdown or accidental damage is not covered under this policy for any reason.
20. Any loss related to the accessories of the Insured Device.
21. Normal wear and tear, obsolescence.
22. Breakdown or damage caused by incorrect storage, poor maintenance, improper installation, unless the authorized service representative confirms the opposite.
23. Any breakdown or damage covered by the manufacturer's warranty or any other Insurance.
24. Consequential loss of any nature.
25. Transportation or shipping costs borne by Insured Person to and from repair facility designated by Assistance Company.
26. Any kind of civil liability incurred by the Insured Person.
27. Loss or damage due to improper or abnormal electrical/gas/water supply or signal connection to the Insured Asset.
28. The cost of repairing, restoring or reconfiguring computer software. For the avoidance of doubt, the Insurer will not be liable to provide, restore, reconfigure any computer software that may have been in the Insured Device prior to any Claim. The software exclusions would be such as, but not limited to, the Operating Software System, Microsoft Office, Anti-Virus software or any other free or paid software, the Insured may have installed on their Insured Device prior to any Claim.
29. Where the original serial number is removed, obliterated or altered from Insured Good.
30. Caused by viruses, or any kind of software issue understood as software programs installed in the device that render the Insured Device inoperative.
31. Damage from improper use of the Insured Device contrary to manufacturer recommendations or standards.
32. Arising out of the Insured Good Asset by the improper use of the Insured device and contrary to the recommendations or standards of the manufacturer.
33. Arising out of modification/alteration (by unauthorized personnel) of any nature made in the electrical circuitry and/or physical construction of the Insured Good/Asset.
34. Loss or damage due to use of non-genuine parts and/or non-genuine oils.
35. Repairs, modifications made to the device not authorized by the Insurance Company or any type of self-repair or attempt to self-repair.
36. Those caused by a latent manufacturing defect.
37. Those caused by the configuration of user settings, or the process of backup or data recovery, loss, corruption, or damage to data operating systems.
38. Issues caused by user’s data.
39. Those caused by the power supply, electric drip, improper connection to the electrical network, adapters, stabilizers, surge suppressors, by faults in generators or transformers in general or other devices or accessories unless authorized or supplied directly by the manufacturer.
40. Those caused by accessories not approved by the manufacturer, as well as by failures in generators or transformers in general unless supplied directly by the manufacturer.
41. Accessories used in connection with the Insured Good Asset that were not supplied at the time of purchase of the Insured Good Asset by the original Insured.
42. Caused by pre-existing defects, other than those already covered under the manufacturer’s warranty.
43. When the model number or serial number or number of IMEI / ESN sticker (previously registered) of the Insured Device is removed, damaged, defaced, stained or erased.
44. Mysterious disappearance, circumstances or unexplained reasons.
45. The theft of the Insured Device without using force against neither objects, nor violence or intimidation against the people who are carrying or safeguarding it.
46. The loss, theft or mislaying of the Insured Device is excluded including Robbery & Burglary.
47. Inconsequential aspects such as noises, vibrations, oil seepage and sensations that do not lead to dismal performance of the Insured Good Asset.
48. To consumable parts, such as batteries, unless failure has occurred due to a defect in materials or workmanship.
49. Replacement of any consumable item of the Insured Asset, including but not limited to batteries, bulbs, plugs, cables, ribbons, belts, tapes, fuses, filters, toner or software.
50. Caused by use with another product.
51. Components or products used for commercial purposes other than in a home, office or for personal business use. Products provided for public use or rentals are not covered. Use of a product for these purposes will void the policy benefits.
52. Any loss or damage to any Insured Good put up for commercial, rental or hire purposes or use for any purpose not intended.
53. Where the Insured Asset is subject to rental or profit generation purposes.
54. Any cost incurred with maintenance of the Insured Asset, including parts replaced in course of such maintenance operations.
55. The cost of transporting the Insured Asset to and/or from the place of repair.
56. Damage from improper storage or transportation of the Insured Asset.
57. The cost of installing any optional attachment to the Insured Asset.
58. Loss or damage arising out of improper storage or transportation of the Insured Asset.
59. Any circumstance, fact or matter of which the original Insured was or ought reasonably to have been aware prior to the commencement of the Policy Period.
60. Any loss or damage that arises when the Policy is not in force due to any reason whatsoever.
61. Prototypes to be strictly excluded.
62. No cash settlements under the Policy.

Accidental Damage Specific Exclusions

• Damage due to electrical or mechanical failures covered by the manufacturer warranty.
• Scratches, dents, or other cosmetic damage.
• Devices considered waterproof by the manufacturer and devices pertaining an IP rating above 68 are excluded from water damage cover. It is understood here that any other liquid damage (coffee, soft drink, etc.) not covered by the manufacturer warranty or claims arising for water depth above manufacturer guarantee will be covered by this Accidental Damage Insurance.
• Damages of a non-accidental nature.

Fraudulent Claim

• If the Insured Person makes a claim knowing the claim to be false or fraudulently exaggerated in any respect, or make a statement in support of a claim knowing the statement to be false in any respect or submit a document in support of a claim knowing the document to be forged or false in any respect or make a claim in respect of any Accidental Damage Policy caused by the Insured Person’s wilful act or with the intent to defraud the Insurer and Assistance Company, then the claim will be declined and your insurance policy will be cancelled without notice with no refund of Premium. The Insurer and Assistance Company may be entitled to recover from Insured Person the cost of any claim already paid under this Insurance Policy (if necessary, the cost may be recovered through the instigation of court proceedings). Insurer and Assistance Company may also be entitled to recover from the Insured Person the cost of any investigation into a fraudulent claim under this Insurance Policy (if necessary, the cost may be recovered through the instigation of court proceedings).

Insurance Policy Termination

• In case the Assistance Company or Insurer discovers that the Insured Person is not eligible for the insurance coverage due to not meeting the criteria of the insurance conditions listed, the Assistance Company or Insurer reserves its right to terminate the policy immediately.

Insurance Policy Cancellation

• The Insured Person has the right to cancel the Insurance policy, up to 30 days after the Policy issuance, and subject to the condition of no claim registered under the Insurance policy.

Replacement of Device by Manufacturer Warranty Provider

• In the event the Insured Device is replaced by manufacturer warranty provider due to manufacture fault and insured needs to update his/her policy data, insured shall provide official proof from manufacturer warranty provider which shows that the replacement of device and such a proof shall contain the details of both devices such IMEI / serial number, brand and model of the devices. Such request shall be reported to the Assistance company within a maximum period of 96 hours from the date of device replacement otherwise the Assistance Company reserves its right to reject the request.

HOW TO CLAIM

1. The Insured Person has 5 working days to report the Accidental Damage incident by filing the claim information available on https://lulu.ewad.me/
2. The Insured Person is then required to submit all required documents and the Insured Device to the Assistance Company designated service provider within 10 working days from the date of claim notification. The required documents can be uploaded online on https://lulu.ewad.me/. In case the Insured Person does not fulfil all the documentation requirements for the claim, the notification will be counted as a claim incident and the claim will be closed without service. Any submission or notification of documents by the Insured Person after these 10 working days will need to be a separate incident from the initial notification and submission of claim. The required documents can be uploaded on https://lulu.ewad.me/ where the claim form is available.
3. Repair/Replacement Timeline Devices will be repaired or replaced within 15 working days after claim approval, subject to stock or spare parts availability.
4. Devices will be replaced/repaired within a reasonable time period (for example 15 working days from claim approval). The time period of the service may change as it is subject to availability of stock or spare parts and any delays will not prejudice the Insurer.
5. Requirements to be submitted online by the Insured to the Assistance Company to initiate the claim process:
   • Claim Form to be filled out and acknowledged by the Insured.
   • Copy of the Insured Good purchase invoice.
   • Copy of the Insured Person’s identification document.
   • Multiple photographs of the damaged device from various angles capturing the extent of damage to the Insured Device.
   • Insured Device – all data should be backed-up by the Insured before submitting the damaged Insured Device. The Assistance Company will not be liable for any data lost. All cloud-based storage services should be removed before submitting the damaged Insured device.

Please Note: Claims will not be processed if these terms and conditions are not met.

For complaints, please contact Assistance Company at escalations.lulu@ewad.me