Report damage

Reporting damage or theft

Has your device been damaged or was it stolen? Submit an online report of the damage or theft to us and we will process it right away. This way, we hope you’ll be able to use your device again very soon.

Report damage

You can submit an online report for damage or theft of your device via your personal Tulip Assist account. Log into your account using your email address and password and go to My claims. Now click on Report damage and fill out the claim form as fully as possible.

Once you’ve filled out the claim form, we will send you an email with further instructions.As every case is unique, we require different steps in different cases.

Once you’ve sent in all the information, we will start processing your claim notice. In the meantime, we’ll keep you updated via email!!

Activate

You need an activated Tulip Assist account in order to report damage or theft. To activate your account, go to Activate and enter the email address you used to place your order. You'll then receive an email from us to set your password and activate your account!

Processing the claim notice

We will process your claim notice as soon as possible, so you can use your device again. Below, we explain the way we process your claim notice and the steps of the repair process. We also explain what information we need from you, and how long it usually takes to process your claim.

  1. Reporting damage
    You can report damage to your device via your personal Tulip Assist account under My claims. Click on Report damage and fill out the claim form as fully as possible.

  2. Submitting additional information
    As soon as you’ve filled out the claim form, we’ll send you an email with further instructions. This explains what you need to do to complete your claim notice.

    Damage to your device
    • Disable the Find my iPhone feature before shipping the device to us. You can find a step-by-step explanation on how to do that here.
    • Make a backup of the data and files on your device. In order to repair your device, it must be returned to factory settings. This is also called a reset of your device. A reset erases all data and files from the device. If you make a backup, you can return this data to your device after the repairs.
    • Return your device to the factory settings, so we can process your device. We explain exactly how to correctly reset your device on the Frequently asked questions page.
      Please note: Resetting your device via a hardware key combination is not sufficient.

      • Are you unable to reset your device because of the damage? If so, you can send in your device without performing a reset. The repair company may still perform a reset of your device.
    • Ship your damaged device to us in the original packaging of the device. If you no longer have the original packaging, please use a sturdy box that protects the device well.

  3. Device is sent for repairs
    As soon as we’ve received your device, Tulip Assist will ship the device to a professional repair company. They will assess the damage to the device and draw up a damage report within 10 business days.

  4. Assessment of claim notice
    After receiving the damage report from the repair company, Tulip Assist will determine whether or not the damage is covered by your policy. If the claim notice is approved, your device will be repaired or replaced, depending on the damage.

    We may need some extra information in order to assess the claim notice. We will request the additional information from you via email.

    You can hand in the extra information by logging into your personal Tulip Assist account. You'll find the claim notice of your damage and its status under My claims. Click on Add files to add the file with the additional information to your claim notice.
    You can also send the extra information via email to info@tulipassist.ie. In that case, we will add it to your claim.

    On average, it takes about 2 business days to assess your claim notice. We’ll keep you updated via email!

  5. Is your claim notice approved?
    As soon as we’ve approved your claim notice, we’ll have the repair company repair your device. The repairs usually take about 5 to 7 business days. If the damage to your device can’t be repaired, you’ll receive a replacement device of the same value within 2 business days.

    If your claim notice is approved, you’ll always be charged with the deductible. The costs for the repairs or the replacement device are covered by Tulip Assist. During the term of the insurance, Tulip Assist may pay out up to twice the purchase price of your device.

Report theft

Processing the theft notice

We will process your claim notice as soon as possible, so you’ll be reachable again soon after the theft of your device. We explain the way we process your theft notice and what information we need from you below. We also explain how long it takes to process your claim on average, so you know exactly what’s going on!

  1. Reporting theft
    You can report the theft of you device via your personal Tulip Assist account under My claims. Click on Report damage and fill out the claim form as much as possible.

  2. Submitting additional information
    As soon as you've filled out the claim form, we'll send you an email with further instructions. This explains what you need to do to complete your theft claim notice.

    Theft of your device
    Send us a copy of the police report that you filed and make sure that it includes the IMEI number. You can upload the police report along with the theft claim notice via your personal Tulip Assist account. You'll find the claim notice of the theft and its status under My claims. You can add the copy of the police report to the theft claim notice via the Add files button.

  3. Assessment theft claim notice
    As soon as your theft claim notice is complete and we’ve received the police report, we will assess the claim. This takes two business days on average, and we will keep you updated via email!

    We may need some extra information in order to assess the theft claim notice. We will request the additional information from you via email. You can hand in the extra information by logging into your personal Tulip Assist account. You'll find the theft claim notice and its status under My claims. Click on Add files to add the file with the additional information to your claim notice. You can also send the extra information via email to info@tulipassist.ie. In that case, we will add it to your claim notice.

  4. Was your claim notice approved?
    If we approve your claim, you’ll receive a replacement device of the same value within 2 business days.

    If your theft claim notice is approved, you’ll always be charged with the deductible. The costs for the replacement device are covered by Tulip Assist. During the term of the insurance, Tulip Assist may pay out up to twice the purchase price of your device.