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Frequently asked questions.
  • What does the insurance cover?

    The insurance covers repairs and theft/loss under the Terms and Conditions.

    The insurance does not cover any conversation or data costs. It does not cover other costs incurred as a result of theft/loss before the device has been blocked. Neither does it cover accessories for the device (accessories include battery, charger, headset, SIM card and other similar items). NB! The insurance covers telephones with an inbuilt battery.

  • How do I know if my claim is covered by the insurance or the warranty?

    The insurance covers sudden and unforeseen external events. It does not cover internal faults, which are covered by the warranty.

    The warranty period varies between one and two years, which is indicated in the certificate of warranty that came with your product. Please note that the warranty does not cover damage which is the result of normal wear and tear, external damage or misuse.

  • What is the deductible for my device?

    The deductible varies according to the purchase price of the device.

    Purchase priceDeductible per claim
    0 – 1 499 kr149 kr
    1 500 – 3 499 kr349 kr
    3 500 – 7 999 kr799 kr
    8 000 – 14 000 kr899 kr

    If you need to make a claim within 18 months of a previous claim, the deductibles shown above is doubled for each new claim within that 18-month period.

  • How do I make a claim when my device has been damaged, stolen or lost?

    File your claim in the menu “Report a claim” above. If you want to receive compensation for your loss you must be able to specify the time and place of loss, and describe the damage. This information makes it possible for us to settle your claim more quickly and give you as correct a decision as possible from the outset. Remember that you must make your claim within twelve months of the time of the loss.

  • What happens after I have made a claim?

    When you have received the final decision regarding your claim we will send you an email with instructions telling you what to do.

    If your claim is approved

    Repairs – make a note of your claim reference number and hand your device in to a 3Store. It will then be sent to a workshop where they will trace the fault. If your device can be repaired you pay your deductible to our service partner via a payment link which will be sent to you by email. The repair work will begin once the deductible has been paid.

    When your product has been repaired you can collect it from the 3Store where you handed it in. If your claim was in respect of theft/loss or if for some reason it was not possible to repair your device you pay the deductible due in the 3Store.

    If you are unable to get to a 3Store contact 3’s customer service, who will help you. They will send you packaging and a consignment note so you can send them your damaged device. You can call customer service on 0771-735 300 (private customer) or 0771-735 311 (business customer).

    When your device has been repaired it will be sent to your home address COD. Repair work takes around 14 days from the time you send in your device. We will send you a text message when your package has been posted.

    Theft/loss – make a note of your claim reference number and collect your device in your nearest 3Store.

    If you are unable to get to a 3Store, contact Aon, our insurance partner, who will help you to have your product sent to your home address. You can call Aon on 08 - 697 43 33. Aon will prepare an invoice for your deductible and email it to you. When Aon has registered your payment they will order a new device which will be sent to the address you gave in your claim. Please note that we only deliver to addresses within Sweden.

    If your claim is rejected

    If your claim is rejected and you are not satisfied with our decision, you can appeal. See below for instructions on what to do if you are not satisfied with 3’s Insurance service decision.

  • How long will it take before I receive a decision?

    You will be contacted about your claim within 3 working days.

  • Will the insurance still apply after the claim?

    Yes, the insurance will continue to apply for the repaired or replaced device after the claim.

  • What do I do if I’m not satisfied with 3’s Insurance service’s decision about my case?

    If you are not satisfied with the decision made by 3Insurance regarding an insurance claim you can appeal against the decision in writing by writing to:

    Aon Sweden AB
    3’s claims board
    Box 27093,
    102 51 Stockholm
    E-mail: tre@aon.se

    If you are not satisfied with the decision you receive from 3’s claims board you can make a further appeal to:
    AmTrust Nordic AB,
    3’s claims board
    Hamngatan 11
    111 47 Stockholm
    E-mail: skador@amtrustgroup.com

  • How do I terminate my insurance?

    To terminate 3Insurance if you are a private customer log in to Mitt3 or contact 3’s private customer service, Kundservice Privat, tel: 0771- 735 300.

    Business customers should contact 3’s business customer service, Kundservice Företag, tel: 0771- 735 311.

Contact 3Insurance.
Business hours Mon-Fri 8:30 - 16:00
Call us: 08 697 43 33
Mail us: tre@aon.se
Warranty.

Remember that your device is covered by a warranty. The warranty period varies between one and two years, which is indicated in the certificate of warranty that came with your product. Please note that the warranty does not cover damage which is the result of normal wear and tear, external damage or misuse.