FAQs

Answers to commonly asked customer questions

Use this list to answer any customer questions that come your way. Just keep in mind that some answers will vary slightly based on the protection plan, the term length, and your frontend integration.

Who / what is Hakuna? Are they associated with you? Can I trust them?

Hakuna is our official product protection partner. They are a licensed German insurance broker. The insurance industry is highly regulated and Hakuna and their associated insurance partners are all BaFin licensed.

Do I need product protection or insurance? Aren't I already protected by the standard warranty?

The standard warranty will protect your product against material, design, and production defects for the first 2 years.

• With accidental damage protection, you'll also be fully protected against accidental damage, theft, and natural hazards.

• With an extended warranty, you'll continue to be protected from material, design, and production defects after the original warranty expires.

What does my protection plan cover?

You can find a full description of your insurance coverage in the General Insurance Conditions. You can find them in the email Hakuna sent you when you purchased product protection or in the Hakuna customer portal.

Note: The General Insurance Conditions can also be accessed at the point of purchase.

What do I do if something happens to my product? How do I file a claim?

Contact Hakuna directly to file a claim whenever you have an issue with your product. You can use Hakuna's claims chat (hellohakuna.com/claim-funnel) or send an email to [e-mail].

What information / evidence do I need to file a claim?

Hakuna will just ask you to briefly describe the damage, and give you the option to provide pictures for faster processing. If your product was stolen, you'll also have to provide a police report. You can do all this in the claims chat (hellohakuna.com/claim-funnel), Hakuna will guide you through the entire process.

What happens after I file a claim?

Once you file a claim, Hakuna will review it and let you know within 24 hours whether or not the damage or issue is covered by your protection plan. In some cases, they may even be able to give you an immediate response.

Once your claim is accepted, they'll send you confirmation and information on the next steps by email.

How does Hakuna resolve claims?

Sustainability is important to Hakuna, so they repair products whenever possible. If repair isn’t possible, they'll reimburse you for the product instead. No matter how the claim is resolved though, they will make sure that you have a working product back in your hands as soon as possible.

Repair

If the product can be repaired, they'll either provide you with a shipping label so you can send it in or arrange an appointment for you to bring it in. They'll have it repaired within a few working days and then send it back to you.

Replacement

Sometimes repair just isn't an option. In these cases, Hakuna will either provide you with a replacement product or they'll provide you with a voucher so yourepurchase it yourself.

Do I need to register anywhere? Will I get a confirmation?

After you purchase product protection, you’ll get email confirmation from Hakuna. There is no additional registration required.

Can I renew my product protection? Will it be renewed automatically?

If you purchased annually renewing protection, Hakuna will notify you via email before the end of your insurance period, giving you the option to extend it for another year. Otherwise, it will expire at the end of the protection period.

What happens if I return the protected product? Will the product protection be revoked?

We'll let Hakuna know if you return the protected product so they can cancel the insurance. You'll get email confirmation once the cancellation goes through. We'll take care of this, so there's no need for you to contact Hakuna.

The payment will be refunded to the payment method you selected at purchase. Hakuna will send you an email when they send the payment.

Can I cancel the product protection?

Yes, you can. If you only want to cancel the Hakuna product protection, please send an email to [e-mail].

The payment will be refunded to the payment method you selected at purchase. Hakuna will send you an email when they send the payment.

Need help answering other customer questions? We're happy to help, just send us an email ([e-mail]) or refer them to us directly ([e-mail]).