Frequently Asked Questions (FAQ’s)

1. 1. What is Trinng Device Care Plan?
      Trinng Device Care Plan protects your Smartphone round the clock against any kind of Accidental Physical and Liquid damages. If your Smartphone is accidentally damaged, you need not worry about taking it to the Service Center and bearing a huge repair cost. Our partner Servify will arrange for a free pick-up of your device from your doorstep & get it repaired from an Authorized Service Center & deliver it back to you.
   2. Why purchase Trinng Device Care Plan for your Smartphone?
      The Trinng Device Care Plan will protect your smartphone for a nominal charge. A Smartphone worth Rs.25,000 can be protected by subscribing to a Trinng Device care Plan starting at just Rs. 1,499. A simple motherboard change will cost you more than Rs. 7,000 in the market. A crack on the screen will render it useless and cost upwards of Rs. 10,000. It always makes financial sense. Everytime!
   3. What is the validity of Trinng Device Care Plan?
      The validity of the damage protection is one year from date of purchase of your Plan. The validity of the extended warranty plan is one year from expiry of original manufacturer’s warranty.
   4. Which all device brands are eligible for Trinng Device Care Plan?
      Trinng Device Care Plan is available for all major smartphone brands which are serviced and repaired through Authorized Service Centers in INDIA. The major brands for which the Care Plan is available include – Apple, Samsung, Xiaomi, Oppo, Vivo, Lenovo, Motorola, Nokia & OnePlus.
   5. In case of existing phone how is my device coverage amount arrived at?
      Your device coverage is calculated basis the price of the device declared during the purchase of the plan less the applicable depreciation.
   6. I bought my device from a location outside INDIA, how can I protect it under Trinng Device Care Plan?
      Trinng Device Care Plan is available only for devices that are bought in INDIA through a Brand Authorized Sales Channels.
   7. Is there a cool-off period from the Plan Activation?
      Yes, there is a cool off period of 15 days from the date of Plan Activation. You will not be eligible for a claim before 15 days of activation of your membership.Devices that have undergone unauthorized repair and contain non genuine parts will be rejected for claim.

For the complete list of exclusions under the plan, kindly read the terms and conditions of the Plan (https://servify.in/termsandconditions/trinng-protect-plan/)

1. 1. What are the Plan Benefits available for my devices?
      There are 2 types of Device Protection Benefits available for your devices:

       

      1. 1 Year Accidental and Liquid Damage Protection Plan, that covers accidental physical and liquid damages to your device, that are not covered under the original manufacturer’s warranty. Accidental and Liquid Damage Protection Plan is offered only if the device is less than 18 months old
      2. 1 Year Extended Warranty Plan, that extends the original manufacturer’s warranty for an additional year. Extended Warranty plan is offered only if the device is less than 1 year old i.e. the manufacturing warranty is live at the time of buying the plan, this is available only for select brands – Apple, Xiaomi, Oppo, Lenovo, Motorola, Nokia & OnePlus
   2. What are number of times I can request for a repair under the Plan?
      You are allowed to raise unlimited number of repair requests (upto the sum insured) under both the plan.
   3. What is not covered in the Plan?
      1. For Accidental & Liquid Damage Protection Plan, the below scenarios are not covered:
         1. Damage due to negligence, gross misconduct or normal wear & tear
         2. Cosmetic damages – dent or outer body damage or stripping of color
         3. Software issues, malware, damages to the accessories
         4. Any damage covered under the manufacturer’s warranty
         5. Loss or damage to the Gadget due to mysterious circumstances / mysterious disappearance or unexplained reasons
         6. Proven fraud or criminal activity in relation to this Policy on the part of the Beneficiary
         7. Consequential loss of any kind or description in relation to any Cover
         8. Any type of self-repair or attempted self-repair of the Insured Gadget by the Beneficiary
         9. Devices that have undergone unauthorized repair and contain non genuine parts
      2. For Extended Warranty, the below scenarios are not covered :
         1. Damage due to negligence, gross misconduct or normal wear & tear
         2. Damages due to liquid or physical damages
         3. Defects that are not covered under the original manufacturer’s warranty
         4. Cosmetic damages – dent or outer body damage or stripping of color
         5. Software issues, malware, damages to the accessories or malfunctions due to Manufacturer’s Defects
         6. Loss or damage to the Gadget due to mysterious circumstances / mysterious disappearance or unexplained reasons
         7. Proven fraud or criminal activity in relation to this Policy on the part of the Beneficiary
         8. Consequential loss of any kind or description in relation to any Cover
         9. Any type of self-repair or attempted self-repair of the Insured Gadget by the Beneficiary
         10. Devices that have undergone unauthorized repair and contain non genuine parts

For the complete list of exclusions under the plan, kindly read the terms and conditions of the Plan https://servify.in/termsandconditions/trinng-protect-plan/

1. What is the process of raising a Service Repair Request?
   You need to immediately inform about the damage through App or through the Consumer Website within 48 hours from the time of damage/defect.

    

   1. Raise a request in the App/ Website (address – kindly provide link)
   2. Answer a few questions on the incident
   3. On approval, schedule a pick-up of your damaged device
   4. Device will be repaired at an Authorized Service Centre and delivered back to you!
   5. You need to submit all information and documents related to damage repair request as mentioned in the App within 7 (seven) calendar days of raising the damage repair request or within the timelines as mentioned in the app or otherwise communicated to you by Servify.
2. How much time will it take to repair my device?
   The complete process takes about 7-12 days (subject to parts availability) from the time you submit all the documents.
3. How much do I pay for the Repair?
   If the occurred damage is covered under Accidental and Liquid Damage Protection Plan (subject to fulfilment of mandatory conditions), you only pay the amount of administrative fee indicated in the plan confirmation. You will be notified of any other charges not covered under the plan before accepting the repair. If the damage is covered under Extended Warranty Plan, you don’t have to pay any additional amount on the repair (subject to fulfilment of mandatory conditions).
4. I bought a new device, can I transfer my Trinng Device Care Plan membership to my new device?
   Plan bought for one device cannot be transferred for any other device.
5. What happens if the cost of repair of my device is more than the covered value under the Plan ?
   If the cost of repair of your damaged device is more than the covered value of the device, the repair is termed as Beyond Economic Repair (BER). In case of a BER, the customer will have three options to choose from:

    

   1. Repair the Device: Customer will have to pay the differential amount (repair cost – covered amount) and get the device repaired.
   2. Reimbursement of the Covered Amount: Customer may wish to have the reimbursement of the covered amount. By opting this option, the customer is liable to return the device and its accessories to Servify.
   3. Cancel Repair: Customer can choose to cancel the repair request & take back the unrepaired device.
6. My device is stolen, can I claim it under Trinng Device Care Plan?
   Trinng Device Care Plan does not cover burglary, theft etc. It only provides coverage against accidental and liquid damage.
7. How can I check the status of my claim?
   You can check the status of your claim through the Trinng App/Consumer Website by logging in through the registered mobile number. You will also receive emails and SMS notifications on each successive stages of claim process.
8. How much is the excess amount that I need to pay against a claim and how?
   You will be required to pay an administrative charge against a claim under Accidental Physical and Liquid Damage Plan. Before initiating repair of your device, a payment link will be sent to your registered Email ID/Mobile Number. The applicable administrative charges/deductibles are as indicated in the table below.

    

   Device Invoice Value	Processing Fee
   5,000-15,000	300
   15,001-25,000	500
   25,001-35,000	750
   35,001-40,000	750
   40,001-50,000	750
   50,001-60,000	1000
   60,001 & Above	2000

9. Which all documents I am required to provide while raising claim?
   You are required to provide the following:

    

   1. E-claim form – to be filled while raising the claim on the App/Website.
      Upload Device Purchase invoice
   2. On case to case basis, Insurance Partner may ask for some additional document or information if deemed necessary
10. How do I protect multiple devices?
    You can opt for Trinng Device Care Plan on multiple mobile devices and secure them by following the same process
11. Is there a depreciation applicable on my device?
    Depreciation is applicable on the Accidental Physical and Liquid Damage plan as per the following table:

     

    Depreciation
    Age of the Registered Device	Depreciation Applicable
    Up to 90 days from the date of purchase of the Registered Device	10% of the Invoice Value
    Between 91 days to 180 days from date of purchase of the Registered Device	20% of the Invoice Value
    Between 181 days to 365 days from date of purchase of the Registered Device	30% of the Invoice Value
    Between 366 days to 545 days from date of purchase of the Registered Device	40% of the Invoice Value
    Between 546 days to 730 days from date of purchase of the Registered Device	50% of the Invoice Value
    Between 731 days to 910 days from date of purchase of the Registered Device	60% of the Invoice Value

12. What happens to my personal data which is there in the device? How will you ensure the same is not misused?
    Please take back up of your personal data before you hand over the device as during repair data will be removed by the Authorised Service Centre.
13. Do I handover the device to the courier agent who has come to collect the device? Is he an authorized service representative of yours?
    You may hand over the device to the pickup agent after confirming the Verification Code/Waybill Number shown on the Trinng App. The pickup agent should be able to display the same Verification Code/Waybill Number.
14. Can I change the device after taking Trinng Device Care Plan?
    No, the Plan will only cover the device for which the Plan was originally purchased. In case, you have purchased a new smartphone, you may purchase a new Plan for the Device.