Schaden melden so funktionierts - WERTGARANTIE Customer Portal

Claim report - it's that simple!

With WERTGARANTIE, all your technical devices in the household or your bicycle/E-bike are always on the safe side. If damage should ever occur, you can report it in just a few steps. We show you here what to do in the event of a damage.

Select a device category

The procedure for reporting damage and carrying out a repair varies depending on the device.

Mobile phones

Multimedia

Domestic devices

Bike

I have a contract with freenet (formerly mobilcom-debitel)

You have the possibility to report your claim via a freenet store. Via the function "show more filters" under "Shop-Finder" you can check if the store offers a repair acceptance.

For a direct and fast claim report you can also use our transparent process in our customer portal. Please note the following procedure:

1. Login to customer portal

Log in to the customer portal with your access data. If you are not yet registered, you can do so quickly and easily. Click here for the Registration.

2. Report claim

In the customer portal, you can easily Report claim to your damaged mobile phone under the menu item "Claims" in just a few steps. You can also access this area via the contract centre with the button "Report damage" for the specific contract. Confirm that your insured device, which has a damage, exists and click on "Report damage". Enter the data on your claim in just a few steps and then print out the repair note and the shipping label.

3. Send device

Pack your damaged device along with the repair note in a shatterproof package, stick on the shipping note and hand it over at a parcel delivery station or choose a pick-up service.

4. Repair / exchange

Once your damaged device has been received by the repair service provider, it will be checked in Detail. After approval of the claim settlement by WERTGARANTIE your device will be repaired or replaced. You can view the status of the repair at any time in the customer portal. In addition, we will inform you by e-mail if you indicate this in the damage registration process.

5. Return

After successful repair or replacement, we will return the device to your specified delivery address as quickly as possible.

Please select the specific device:

1. Login to customer portal

Log in to the customer portal with your access data. If you are not yet registered, you can do so quickly and easily. Click here for the Registration.

2. Report claim

In the customer portal, you can easily Report claim to your damaged device under the menu item "Claims" in just a few steps. You can also access this area via the contract centre with the button "Report damage" for the specific contract. Confirm that your insured device, which has a damage, exists and click on "Report damage". Enter the data on your claim in just a few steps and then print out the repair note and the shipping label.

3. Send device

Pack your damaged device and any accessories (if identified as the cause of the damage) along with the repair note in a shatterproof package, stick on the shipping note and hand it in at a shipping station or choose a pick-up service.

4. Repair / exchange

5. Return

After successful repair or replacement, we will return the device to your specified delivery address as quickly as possible.

1. Login to customer portal

Log in to the customer portal with your access data. If you are not yet registered, you can do so quickly and easily. Click here for the Registration.

2. Report claim

In the customer portal, you can easily Report claim to your damaged Bike under the menu item "Claims" in just a few steps. You can also access this area via the contract centre with the button "Report damage" for the specific contract. We will give you information on how to report a claim. You will also receive the contact details of our WERTGARANTIE specialist dealer, who will handle everything for you - from reporting the damage to repair. So all you have to do is pick up your repaired device. Alternatively, you can choose another specialist dealer in your area. To do this, click on "To the dealer and workshop search".

3. Claims settlement with WERTGARANTIE specialist dealers

Depending on its size and transportability, you can take your damaged device directly to your selected specialist dealer. It is best to clarify how it should be handled by telephone or locally. In the case of large appliances, a pick-up service is being arranged or an appointment is made for a technician to inspect the damage. After that you don't have to do anything: Your specialist dealer will settle the damage, repair and inform you about all further steps. If it is a total loss or if the repair proves to be uneconomical, we will participate in a new purchase*.

4. Special cases: damage report via other specialist dealers/repair shops

If you assign a specialist dealer of your choice to repair your damaged device, please note the following steps:

Get a cost estimate for the repair. Required information is: Device type and serial number of the insured and damaged device.
Send the cost estimate to schaden@wertgarantie.com.
Once we have checked the cost estimate, we will contact you. If the costs have been approved, you can arrange the repair. Please pay the invoice amount on your own innitially and send us the receipt to schaden@wertgarantie.com. You will receive the amount back from us promptly.
If the repair costs were not approved, for example because a repair is uneconomical or there is a total loss, you will receive feedback in case of our cost participation on the new purchase*.

* Cost participation on purchase:

If a repair seems no longer useful, we will contribute 150 euros to the purchase of a device replacement. This new purchase participation increases after the 2nd contract year by 25 euros per unit per year for each additional year without damage. If the current market value of the damaged device exceeds the new purchase participation at the time the damage has occurred, we will participate in the purchase of a new device. The new purchase participation is limited to the costs actually incurred for the replacement unit of the same type and quality. It is not mandatory that the replaced device is the same model or, in the case of mobile phones, that it is a new device.

1. Login to customer portal

Log in to the customer portal with your access data. If you are not yet registered, you can do so quickly and easily. Click here for the Registration.

2. Report claim

In the customer portal, you can easily Report claim to your damaged device under the menu item "Claims" in just a few steps. You can also access this area via the contract centre with the button "Report damage" for the specific contract. We will give you information on how to report a claim. You will also receive the contact details of our WERTGARANTIE specialist dealer, who will handle everything for you - from reporting the damage to repair. So all you have to do is pick up your repaired device. Alternatively, you can choose another specialist dealer in your area. To do this, click on "To the dealer and workshop search".

3.1 Claims settlement with WERTGARANTIE specialist dealers

3.2 Claims settlement for BSH and Miele devices

If you wish to report damage to a large household appliance from BSH or Miele, please contact the manufacturer's service number. The factory customer service will deal with your claim.

Bosch:

089/69339339

Siemens:

089/21751751

Constructa:

089/54020755

Neff:

089/12474474

Gaggenau:

089/20355366

Miele:

0800/2244666

4. Special cases: damage report via other specialist dealers/repair shops

If you assign a specialist dealer of your choice to repair your damaged device, please note the following steps:

Get a cost estimate for the repair. Required information is: Device type and serial number of the insured and damaged device.
Send the cost estimate to schaden@wertgarantie.com.
Once we have checked the cost estimate, we will contact you. If the costs have been approved, you can arrange the repair. Please pay the invoice amount on your own innitially and send us the receipt to schaden@wertgarantie.com. You will receive the amount back from us promptly.
If the repair costs were not approved, for example because a repair is uneconomical or there is a total loss, you will receive feedback in case of our cost participation on the new purchase*.

* Cost participation on purchase:

Please select the following bike category:

1. Login to customer portal

Log in to the customer portal with your access data. If you are not yet registered, you can do so quickly and easily. Click here for the Registration.

2. Find a specialist dealer

In the customer portal, you can easily Report claim to your damaged bike under the menu item "Claims" in just a few steps. You can also access this area via the contract centre with the button "Report damage" for the specific contract. We will give you information on how to report a claim. You will also receive the contact details of our WERTGARANTIE specialist dealer, who will handle everything for you - from reporting the damage to repair. So all you have to do is pick up your repaired bike. Alternatively, you can choose another specialist dealer in your area. To do this, click on "To the dealer and workshop search".

3. Claim report to WERTGARANTIE specialist dealer

Take the damaged bike and your WERTGARANTIE contract to your specialist dealer. It is best to clarify by telephone or locally with your specialist dealer whether an appointment needs to be made. After that you don't have to do anything more: Your specialist dealer will settle the claim, repair and inform you about all further steps. If it is a total loss or if the repair proves to be uneconomical, we will participate in a new purchase*.

4. Special cases: damage report via other specialist dealers/repair shops

If you arrange a specialist dealer of your choice to repair your bike, please note the following steps:

Get a cost estimate for the repair. Required information is: Bicycle manufacturer, bicycle type and frame number.
Send the cost estimate to biketeam@wertgarantie.com
Once we have checked the cost estimate, we will contact you. If the costs have been approved, you can arrange the repair. Please pay the invoice amount on your own innitially and send us the receipt to biketeam@wertgarantie.com. You will receive the amount back from us promptly.
If the repair costs were not approved, for example because a repair is uneconomical or there is a total loss, you will receive feedback in case of our cost participation on the new purchase*.

* Cost participation on purchase:

If a repair seems no longer useful, we will contribute 150 euros to the purchase of a new bike. This purchase participation increases after the 2nd contract year by 25 euros per bike per year for each additional year without damage. If the current market value of the damaged bicycle exceeds the new purchase participation existing at the time of the damage, we will participate in the purchase of a new bike to the amount of the current market value. The purchase participation is limited to the costs actually incurred of the same type and quality. It is not mandatory that the new bike is the same model.

1. Login to customer portal

Log in to the customer portal with your access data. If you are not yet registered, you can do so quickly and easily. Click here for the Registration.

2. Find a specialist dealer

In the customer portal, you can easily report a damage for your damaged e-bike under the menu item "Claims" in just a few steps. You can also access the damage report via the contract centre by clicking on the "Report damage" button for the specific contract. We will provide you with information on how to make a claim, as well as the contact details of your WERTGARANTIE specialist dealer, which you can also find in the contract centre. The specialist dealer will take care of the damage report including the repair processing for you, so that you only need to pickup your repaired e-bike. Alternatively, you can select another specialist dealer of your choice in your area. To do this, simply click on "To the dealer and workshop search".

3. Claim report to WERTGARANTIE specialist dealer

Take the damaged e-bike and bring your contract to your selected specialist dealer. If necessary, clarify in advance with your specialist dealer on the phone or locally whether an appointment must be made. Your specialist dealer will inform you about all further steps. The settlement of the claim and the repair processing will be carried out by your specialist dealer - you don't have to do anything else. If the damage is a total loss or the repair proves to be uneconomical (the amount of damage exceeds the current value), we will participate in a new purchase.

4. Special cases: damage report via other specialist dealers/repair shops

If you assign a specialist dealer of your choice to repair your e-bike, please note the following steps:

Get a cost estimate for the repair. Required information: Bicycle manufacturer, bicycle type and frame number. Battery serial number in case of battery damage.
Send the cost estimate to biketeam@wertgarantie.com
Once we have checked the cost estimate, we will contact you. If the costs have been approved, you can arrange the repair. Please pay the invoice amount on your own innitially and send us the receipt to biketeam@wertgarantie.com. You will receive the amount back from us promptly.
If the repair costs have not been approved, for example, because a repair is uneconomical or a total loss has occurred, you will receive feedback on the new purchase. We participate in the amount of the current market value of the defective e-bike.