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Making a claim with Assur+

Need to make a claim regarding your smartphone but don't know how? Read on to find out what to do if your phone is stole or broken.

Report a theft Report a breakage

What should I do if my smartphone is stolen in a robbery or burglary?

For members of Assur+ M to XL packages

  1. Block your SIM card

    Contact POST via our freephone number 8002 8004 to report the theft and have your SIM card blocked immediately.

  2. Report the theft to the police within 24 hours

    Go to your local police station within 24 hours of the incident in order to report the theft and obtain a copy of the police report.

  3. Finalise the process at an Espace POST

    Go to an Espace POST to finalise your claim and move one step closer to replacing your phone.

  4. Provide supporting documents

    Present a copy of the police report, your ID card and any other necessary documents.

  5. POST will take it from here

    POST will forward copies of your documents to its insurance partner and provide you with a replacement phone.

  6.  Receive a rapid response from the insurer

    POST will inform you of the insurer's decision. If your claim is approved, you will be able to finance your new smartphone without having to pay the cost up front.

Complete step-by-step guide

What should I do if my smartphone stops working or the screen is broken?

For members of Assur+ M to XL packages

  1. Go to a Espace POST

    Visit an Espace POST to submit your smartphone to our after-sales service.

  2. Make a claim via an advisor

    Make your claim (breakage, broken screen, water damage) with the help of an advisor.

  3. Temporary phone available immediately

    Receive a temporary phone right away.

  4. Support from POST’s after-sales service

    POST's after-sales service will take care of repairing your phone.

  5. Approval of the estimate

    Receive an estimate for the repair that includes the amount covered by our insurance partner. Return the signed document and POST’s after-sales service will proceed with the repair.

  6. Pick up your repaired smartphone

    POST's after-sales service will inform you as soon as your phone is ready to be picked up from an Espace POST.

Complete step-by-step guide

Answers to your questions

When making a claim in the event of a robbery or burglary, you must provide the original copy of the report filed with the competent authorities in the country where the incident occurred (e.g. Grand-Ducal police for Luxembourg), as well as a translation into French, German or English if the report is not in one of these three languages (the document should include information on all circumstances surrounding the incident).

You will not need to provide any supporting documents when making a claim if your smartphone stops working or the screen is broken. The only exception is if the phone is repaired abroad, in which case you will need to provide the foreign repair company's invoice along with a translation into French, German or English if the invoice is not already in one of these three languages.

When making a claim for fraudulent communications, you must provide details of the fraudulent calls that have been identified.

In the event of robbery or burglary, go to your local police station to report the incident, then contact POST on +352 2424 8004, available Monday to Friday between 8 am and 5 pm.

Do you have any other questions? 

Call us free of charge on 8002 8004 or +352 2424 8004 for international calls, 24/7.

Or make an appointment in Espace POST:

Make an appointment

Espace POST

Find your closest Espace POST.

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