FAQ

Frequently asked questions

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Simple: just complete our online claim form here.


If your device breaks, you can claim your extended warranty via our partner's online portal. Keep the following documents ready to upload them on the portal: A copy of the sales receipt, the manufacturer’s warranty including the indication of the original warranty period, and – if applicable – a cost estimate including contact details of the certified repair centre.


If possible, contact the alert centre immediately on +41 848 801 803 (emergency number) or on +800 8001 8003 (free phone number, not available in all countries). If that’s not possible, submit the following documents to ERV at schaden_at_erv.ch: the booking confirmation for your trip, a transaction receipt for your booked trip (i.e. a screenshot of the neon app), and a medical certificate with your diagnosis, official certificates, a death certificate, invoices for other costs insured, travel tickets and/or police reports.


If you have an accident or fall ill, you should first contact a doctor and ensure you get treatment. As soon as you’ve recovered (hopefully very quickly!), send the following documents to ERV at schaden_at_erv.ch: a completed claim form (this one if you have an accident, and this one if you fall ill), a detailed medical certificate, invoices for doctors’, medication and hospital costs, plus prescription slips, and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).


Depending on how you booked the flight, you should either tell your travel agent or your carrier directly when you realise you won’t be able to go on your trip. If you’d like to make a claim, you need to submit the following documents to schaden_at_erv.ch: the booking confirmation for your trip, invoices for cancellation/subsequent travel costs, a detailed medical certificate or other official proof and a transaction receipt for the ticket you bought (i.e. a screenshot of your neon app).


Notify schaden_at_erv.ch without delay that you’ve missed your connecting flight. You need to send the following documents to the same email address: this completed claim form, proof of delay from the airline, confirmation of compensation from the airline, receipts of additional costs incurred, the booking confirmation for your trip and a transaction receipt for your booked trip (i.e. a screenshot of your neon app).


If your baggage is stolen, report this to the nearest police station within 48 hours and have them open an official investigation (in the form of a police report or report of the loss of a flight ticket). If your baggage is damaged or lost while it is being transported by your hotel, tour guide or carrier, please have the damage confirmed in writing and request compensation from the party in question.



Then, notify schaden_at_erv.ch of the damage without delay, complete this claim form and send it across along with the documents requested by ERV.


The warranty extension adds an additional 3 years of warranty to the normal 2-year manufacturer's warranty. This gives your newly purchased electronic devices a total of 5 years warranty.


The warranty extension covers newly purchased devices with a minimum value of 50 CHF and a valid manufacturer's warranty. Specifically, electrical communication devices («grey goods») such as mobile phones, computers, notebooks, photocopiers, fax machines, scanners, and games consoles, as well as electrical household appliances («white goods») such as washing machines, tumble dryers, dishwashers, cooking hobs, ovens, refrigerators, vacuum cleaners, irons, toasters, and electric toothbrushes. Electronic entertainment equipment («brown goods») such as televisions, DVD players, home cinema systems, hi-fi systems, MP3 players, photo cameras, video cameras, and GPS devices also benefit from the extended warranty. 


Appliances and household objects permanently connected to the building, such as air conditioning or heating systems, are not insured. Appliances that do not have a serial number or manufacturer's warranty, as well as used, recycled, rented, leased, restored, or second-hand items are also not covered.


You can file a claim with our insurance partners via the neon app. To do so, open the app, go to the «Benefits» tab, select your active insurance and tap on the red «File a claim» button. You will then be redirected to a page where we explain how you can report your claim for your specific case.

If you no longer have access to your neon app (e.g. because your mobile phone has been stolen), you can also find the instructions on how to proceed in the event of a claim in our FAQ.


Yes, all neon insurance policies are automatically renewed. After the respective minimum duration periods have expired, the cancellation periods for all insurance policies are 1 month in each case and can be cancelled directly in the neon app at the end of the month. 


In this case, we will automatically cancel your previously purchased warranty extension in the background and then re-subscribe you to it as part of your neon green or neon metal account.


In this case, we will automatically cancel your previously purchased insurance in the background and then re-subscribe you to it as part of your neon metal account. Until you unlock the neon metal travel package, the separate travel insurance will remain active. Accordingly, you would continue to pay the monthly fees for the separate travel insurance (8.50 CHF) in addition to the monthly costs for neon metal (15 CHF).


This depends on the insurance. For example, the travel insurance covers your whole family (wife/husband, children, etc.) as long as you live in the same household. The phone insurance only applies to you and the extended warranty only applies to products purchased with your neon Mastercard. For the exact details, please consult the relevant GCI.


The insurance company is probably processing your case at the moment. Depending on how long you have been waiting for a reply, you can contact them by email or phone. In the unlikely event that you still haven't received a reply, you can also contact us: service_at_neon-free.ch 


Yes, thanks to our partnership with Smile, you can also take out car insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.car» offer.


Yes, thanks to our partnership with Smile, you can also take out household insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.home» offer.


Yes, thanks to our partnership with Smile, you can also take out motorbike insurance via the «Benefits» tab in the neon app – and even benefit from a discount. Look for the «smile.bike» offer.


Yes, thanks to our partnership with Justis, you can also take out legal protection insurance via the «Benefits» tab in the neon app – and even benefit from a discount. 


Yes, thanks to our partnership with WauMiau, you can also take out pet insurance via the «Benefits» tab in the neon app – and even benefit from a discount. 


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