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How to File a Warranty Claim

We’ve all been there: someone walks too close to the couch with a pen, the dog has an accident on the rug, or the seam splits in your new bag. Product warranties are there to protect you when you need them, but when you do need them, what happens next?

With other warranty providers, it can mean a lot of steps: digging out receipts and an owner's manuals from when you bought the product (if you even still have them!), looking up product numbers and phone numbers, calling customer service during limited hours, waiting on hold until you can talk to someone, printing out forms to fill out and send in, and then waiting longer to get your mailed claim result. That’s a lot of time and hassle!

What makes Mulberry warranty claims different

We think other warranties can be too complicated—so we’ve made our claims process as simple as possible.

  • You can file a claim 24/7 from your account—so file when it works for YOU!
  • You don’t need to fax or mail in documents—everything you need is online!
  • You don’t have to call a representative to file your claim—no more waiting on hold!

A personal dashboard is created when you get a warranty, and you can go see the protection plans on your products and the coverage details at any time. 

If you break your product on a Friday afternoon, we don’t think you should have to wait until Monday during YOUR work hours to do something about it. That’s why we have a 24/7 automatic chat so you can submit a claim anytime you want! And we have team members available 7 days a week to review and answer your questions. 

How to file an extended warranty claim

Here are the 3 steps it takes to file a claim with Mulberry.

Step 1: Have all your materials in place

If an incident just occurred, you will want to collect a few basic things to have the right information. Don’t worry—you don’t need to find old papers or look for the owner’s manual! Here is what you need to have ready to go to make your claim filing as fast and easy as possible.

Date of the incident — You’ll be asked to provide the date the incident occurred. It’s best to file a claim as soon as possible after something happens so you have the right information and so you can file within 30 days of the accident for your claim to get approved.

Photos — When you file your claim, you’ll be asked to send pictures to show what went wrong. Take multiple pictures so you can clearly show what the problem is and where on the product it’s located. Snap a close-up picture of the spot where you can see the rip, break, or stain, and grab a full shot where you can see the entire product with the problem spot on it.

Details — You’ll need to be able to describe the incident, so make sure you know the details on what happened and how. If your couch was stained, you want to include what the stain is made of, who caused it, and how it occurred. 

For more information on how to prepare for your claim, read our guide on how to get your warranty claim approved.

Step 2: Start your claim filing online

Start by logging into your Mulberry account. There will be an option to file a claim right from your dashboard.

From there, you will be prompted to provide claim incident details through the automatic chat bot. This is where you’ll be prompted to give that claim accident information from step 1!

It will ask basic information to confirm which product you’re filing a claim for, the date the incident occurred, details about what happened, and the pictures that you took of the problem.

After giving this information, the chat will let you know that you will hear back soon from a representative to follow-up.

Step 3: Receive your email response

Once the claim information is received, one of our team members will start processing your claim. If our team has additional questions, they’ll follow up by email to get more information specific to your claim.

Here are a few examples of things we might ask you:

  • A team member might clarify which item you’re filing a claim for if you have protection plans on similar products. If you have the same rug in multiple sizes, they will check with you to make sure the claim is being processed for the right item.
  • If you’re reporting a mechanical issue on a scooter or ebike, a picture won’t be able to capture the issue. So our team might ask you to take a quick video showing the motor error to get a better sense of the problem.

When we have all of the information, our team can send your completed claim to adjudication for review.

We automatically adjudicate and approve as many claims as we can to get you a fast response. If your claim needs extra review, a team member will get back to you within a few days with the response results of your claim! You’ll get your response and next steps in an email.

Any questions? Mulberry is here to help you!

If during or before the claims process you have any questions come up, we’re here to help! You can send a message through chat 24/7 or reach out to help@getmulberry.com and our team will be happy to help answer your questions.

Happy woman customer and child, with text about 12 months of free product protection

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Sandy Kim

About the author

Sandy is a Customer Experience Team Lead at Mulberry.

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