I am unable to post my item
An expert assessment is required to carry out a thorough and accurate evaluation of the repair or replacement costs. To this end, we would ask you to send us the damaged item via our free postage portal.
Sending the item in offers many advantages, including faster repairs by the manufacturer and quicker processing of your claim. Please therefore send the item in as soon as possible.
I need this item for everyday use
We understand that the item is important to you. However, we need you to send it in so that we can carry out a thorough assessment and resolve the matter quickly. We will make the process as smooth as possible and arrange for the item to be returned to you as soon as possible.
As soon as we have received the item and the online questionnaire, and the assessment has been completed, we will calculate the repair or replacement costs and close the case.
I have already had a quote drawn up
Cost estimates from repair workshops do not constitute an expert assessment and are no substitute for an expert report. A thorough examination of the item is necessary to fully settle the insurance claim.
The item has already been repaired
If you have already had your device repaired on your own initiative, this may result in your claim being rejected, as we will no longer be able to thoroughly assess the damage.
Please send us all available information and documentation relating to the damage and the repair. This will enable us to investigate the case, at least in part.
My item is already at a repair shop
In order to carry out a thorough assessment, we require either comprehensive documentation of the damage or for the item to be sent to us. Please note that we are unable to liaise with the repair workshop.
My item has already been disposed of
If the item has already been disposed of, this may result in the claim being rejected, as we will no longer be able to assess the damage.
In order to be able to assess the claim to some extent, we require comprehensive documentation – for example, photographs or videos showing the damage and the condition of the item prior to disposal.
The device contains important or personal data
We handle all items sent in with care; no data is lost during our inspection.
However, if the item is repaired by the manufacturer or a repair centre, any stored data may be deleted. If you wish to retain your data, please answer ‘No’ to the question regarding repairs in the online questionnaire. You will then receive the item back unchanged.
You can contact our specialist data protection department at datenschutz@e-via.eu.
Switch to an online exam without the need to submit work
In some cases, a claim can be assessed on the basis of the documents submitted. We examine every enquiry carefully. If your case is suitable and the insurance company has no objections, you will receive a new email setting out all the next steps.
An online assessment is not guaranteed. If it is not possible, we will inform you that you will need to send in the relevant documents.