How do I file a claim?

Filing a claim is quick, easy, and secure. Simply gather your personal information and details about the incident, then visit your online portal to get started.

How many claims am I allowed?

How long do I have to complete a claim?

You have 60 days from the date of failure to file a claim. Once filed, you’ll have another 60 days to complete the process, which includes paying any applicable Processing Fee/Deductible and submitting any required information or documentation.

When should I file a claim?

A claim can be filed in cases of device loss*, theft*, accidental damage from handling, or an extended warranty failure. You must file a service request or claim within 60 days of when the incident occurred.

**Note: Loss and Theft coverage is only available with the Peace of Mind Protection Plan and Peace of Mind Protection Plan with AppleCare Services.

When should I file a claim with Apple versus Likewize?

What determines if the repair option is available?

The availability of the repair option depends on several factors, including your location, the make and model of your device, the type of damage, and the availability of repair or replacement parts. For instance, brand-new models may not be eligible for repair immediately, and certain types of damage, such as liquid damage, may not qualify for repair services.

Can I go to any phone repair location?

No, repairs must be completed through Likewize’s authorized partners to ensure quality. When your claim is finalized, we’ll provide a list of repair partners and methods available in your area. After selecting a repair partner, you can visit any of their locations with a valid claim to get the repair done.

What if there's no repair center near me and I don't want a replacement?

If there’s no nearby repair location, don’t worry! We have repair partners who accept devices via mail. We’ll send you a prepaid label; simply package your device and drop it off at a Canada Post mailbox. Your device will be repaired and returned to you within 3–5 business days.

What happens if the repair provider cannot fix my device?

If your device is deemed unrepairable, you may have the option to replace it. Retrieve the device from the repair vendor and contact Likewize to initiate the replacement process. Please note that if you opt for a replacement, you’ll need to pay the Claim Conversion Fee—this covers the difference between the Repair Deductible and Replacement Deductible—before the replacement can be ordered.

Does a replacement or repaired device from an approved claim come with warranty coverage?

What should I do with my damaged device once I receive a replacement?

If your claim is approved for a replacement device, you will need to return your damaged device to Likewize Device Protection. Use the box and packaging materials provided with your replacement device, attach the included shipping label, and drop it off at any Canada Post mailbox. Be sure to return your device within 30 days to avoid equipment and processing fees of up to $1500.

How long does it take to repair my device?

Why wasn't my phone case returned with my device?

Accessories, such as phone cases and screen protectors, are not covered under our protection policy. As per the technician's guidelines, these items will be discarded during the repair process.

Will my replacement include a new SIM card?

If your SIM is lost or stolen, please visit a Videotron store to obtain a replacement SIM.

What is covered in my plan?

What are the “We Come to You” coverage areas?

This service generally covers the Greater Montreal Area. Coverage areas are subject to change without notice, and additional factors may apply.

Why doesn’t Apple show my enrollment?

If you enrolled in the program within the last 1-2 days, your enrollment might not yet show up in Apple’s system. Provide proof of purchase to Apple representatives for assistance.

Do I need to pay a deductible for an approved replacement claim?

Yes, you must pay a deductible for each approved claim. To find out the deductible for your claim, log in to your online portal.

What payment methods are accepted for deductibles?

Deductibles may be paid by Visa, Mastercard, American Express, or debit cards with a Visa or Mastercard logo. Payments cannot be made using prepaid cards, cash, or your Videotron invoice.

How will I be billed for my Monthly Service Fee/Premium?

Your program payment will be added to your monthly credit card bill and will appear as “Device Protection”.

Are there additional fees that I should be aware of?

Will I be charged tax on my plan?

Yes, all plan costs, fees, and charges are subject to applicable taxes.

What happens if I miss a payment?

We will make another attempt to process your payment. Please note that if three consecutive payments are missed, your subscription will be cancelled.

Will I receive a notification if I miss a payment?

An email notification regarding non-payment will be sent to the email address associated with the account.

Can I reinstate my plan after cancellation for non-payment?

Yes, provided your account has not been cancelled due to non-payment exceeding three months. To reinstate, the past due amount would have to be paid before the account is reactivated.

Can I reactivate my plan after cancellation?

Once an account has been cancelled upon request, re-enrollment is not available.