What is an Extend Protection Plan?
The Extend Protection Plan begins after the manufacturer’s warranty and protects against mechanical or electrical breakdown, including those experienced during normal wear and tear, as well as a mechanical or electrical breakdown caused by a direct result of a power surge. The plan does not cover accidental damage currently but may be added in the future.
What does Extend offer?
Extend offers the option to purchase protection plans that go beyond your manufacturer’s warranty.
How many times can I use the Extend Protection Plan?
The Extend Protection Plan is a single replacement program that allows for a ONE-time replacement of a like or comparable product should it become defective.
How does the customer purchase the Extend Protection Plan?
The protection plan can be purchased online, select the desired plan to purchase together with your product.
What are the customer benefits of the Extend Protection Plan?
Extend provides peace of mind and financial protection due to product failure after the OEM warranty expires. Extend is a reliable service that is easy to purchase with a simple online product return process.
Claims Handling Questions
What does the customer need when they want to use their Extend Protection Plan?
When exercising the Extend Protection Plan through Extend’s Customer Care Team or in the Extend Customer Claims Portal, the customer will be required to provide their contract ID, email address, or other identifying pieces of information.
How does the customer receive their contract ID?
Customers will receive an email after their purchase. If customers do not provide an email address at the time of purchase, Extend will send the customer a Welcome Packet that includes a Cover Letter, Declaration Page (similar to the email), and terms and conditions via mail service.
If a product covered by Extend is replaced under the MFR warranty, does the Extend plan cover the new product?
Yes, the replacement product will be covered. The original contract will be canceled, and the customer will be issued a new contract ID for the replacement product in order for the Effective & Expiration Dates to align to the new product’s manufacturer warranty term.
What is the process to file a claim under the Extend Protection Plan?
Extend makes it easy to file a claim either through the call center or online. Below are the steps the customer will go through to get a replacement device.
1) Customer provides contract ID, email address, or other identifying information
2) Extend entitles (validates) contract coverage.
- The plan is active
- The date is between the Effective & Expiration Dates
- The Customer will answer some Adjudication questions
- Extend will provide high-level troubleshooting steps, but is not designed to deny claims
3) The customer will be issued a shipping label via email to return their defective device
4) Once the product is shipped, the Customer receives an approval email with a link to purchase a new device
5) Customers will be prompted to buy an Extend Protection Plan on the new device during the checkout process on your website
If the Customer experiences any complications during the Claims process, what can they do?
The customer can contact the Extend Customer Care Team via 877-248-7707
Extend Cancellation Question
Can the Customer cancel their Extend Protection Plan?
Yes, the customer can cancel their coverage at any time.
When the customer cancels their Extend plan, how much money do they get back?
If the customer cancels their Extend plan when the product is within the manufacturer warranty period they will receive a full refund. If they cancel during the extended warranty period, they will receive a pro-rata refund.