Frequently Asked Questions


What does my insurance cover?

This depends on the type of insurance that you have taken out with us. In the base almost all of our products offer very comprehensive coverage. The most important damages for which you are insured are: damage and / or impact damage (no cosmetic damage), theft, loss and repairs after the warranty period. For a full and exact description of the coverage, we refer you to the general terms and conditions that you received when you took out your insurance.

If you have any questions about the general terms and conditions, you can contact us by phone: 010-3116999 (Phone House customers) or 010-3116789 (Media Markt customers). We are available from Monday to Friday between 9:00-12:30 and 13:00-17:30. You can also contact us by e-mail:

What to do in case of damage or loss / theft claim?

Phone House customers can file a claim at any Phone House store. You can find the nearest store at They will help you further in the store.

Media Markt customers with a policy with an effective date for 1-1-2018 can submit a claim by telephone. For this we are available from Monday to Friday between 9:00-12:30 and 13:00-17:30 on telephone number 010-3116789.

What should I do with damage to my device that is covered by the manufacturer's warranty?

If you have any damage, we ask you to always file a claim. If the damage is covered by the manufacturer’s warranty, they will repair the device free of charge. If our authorized repairer detects this, the claim will be converted to a warranty claim. You will therefore not have to pay a deductible.

I have already canceled my insurance but still receive mail / mail, how is this possible?

Your insurance may still be active. When you have terminated the policy, it will remain active during the quarter for which the premium has already been paid. Until that date your device is still insured and you can still receive mail and mail. If the above is not the case, please send an e-mail to


Where can I take out a policy??

At the moment it is not possible take out insurance in the Netherlands.

When does my policy end?

Our insurance policies have a maximum term of five years. The policy will then automatically expire, at which time we will inform you about this. If you want to terminate early, you can also do so via . Do you always want to state your policy number, customer name, postcode and house number on which the insurance is registered? If possible, we would also like to receive the type and brand of the insured device and the IMEI number of this device. With this information we will be able to process your cancellation easily and directly.

Have you taken out your insurance with Phone House?

To file a claim, you can go to any Phone House store. Look at for the nearest store. For other questions you can contact us by phone: 010-3116999. . We are available from Monday to Friday between 9:00-12:30 and 13:00-17:30. You can also contact us by e-mail:

Did you take out your insurance before 01-01-2018 at Media Markt?

To submit a claim and all your other questions, you can contact us by telephone on 010-3116789. We are available from Monday to Friday between 9:00-12:30 and 13:00-17:30. You can also contact us by e-mail:

Debt collection

When will the direct debits be executed?

If you have opted for direct debit, you pay the agreed contractual premium every quarter. The collection will always be executed at the end of the last full month within the current quarter. For example: you paid premium for a quarter that expires on May 16, then the next collection will be debited at the end of April, this premium is then for the quarter that runs from May 16 to August 16.

There are two direct debits executed in short, how is this possible?

This has to do with the date on which you took out the policy. We always collect at the end of the month and a month in advance. If you have taken out the insurance at the end of the month, it may be that this is too late for the collection period of the relevant month. The month thereafter will be collected for the first time for the current quarter. The following month will be collected for the next quarter. The result is that a collection takes place two months in a row.

For instance; you take out the insurance on 20 May with a direct debit. The payment of the first quarter premium (20 May to 20 August) will take place at the end of June. The next quarter premium you pay in advance (20 August to 20 November) will take place at the end of July. You have therefore paid premiums for a total of half a year, which are written off in June and July.

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