As a retail business owner, you need partners that deliver more than strong margins and tech-forward tools. Partners that provide an exceptional customer experience are critical, as they are an extension of your brand and your team.
At Mulberry, we value your customers and your relationship with them. We are a people-first company, and we strive to provide customers with exceptional product protection plan coverage and best-in-class customer support. Unlike many warranty providers that have built their businesses on confusing terms, slow claims processing, and loopholes for denials, Mulberry is built around clarity, speed, and service.
With every Mulberry protection plan, our goal is to ensure the protection plan owner can confidently rely on Mulberry coverage to solve any issues that arise with their product. Customers purchase Mulberry protection plans through our retail partners because they value their investments and they want to ensure their product stands the test of time.
As with any extended warranty program, there are common misconceptions and assumptions that often deter customers from purchasing protection plans. We can state with confidence that not all protection plans or extended warranties are created equal. Read on to learn how Mulberry protection plans and the accompanying customer experience are a level up from what customers may have experienced with other warranty providers.
Simple, 90-Second Claims Filing — Day or Night
Many people expect the claim-filing process to be slow, frustrating and complicated. That may have been true of early warranty systems — but technology has improved and Mulberry stays at the forefront of innovation.
Mulberry’s AI-powered claims chat allows customers to file a claim in just 90 seconds, around the clock. No phone calls. No paperwork. No endless email chains. This seamless automation not only improves resolution speed but drastically reduces drop-off or interruption during the claims process.
Fun fact: Mulberry sends claim status updates via email and provides a real-time, personalized customer dashboard for tracking.
Gotcha-Free Terms — Including Accidental Damage
Another common misconception is that accidental damage is not included in Mulberry protection plan coverage.
Mulberry’s protection plans can indeed cover accidental damage — like scratches, stains, or spills — depending on the merchant and product category. Unlike many providers, Mulberry doesn’t bury exclusions in fine print. All covered damage types are clearly listed at checkout and in policy documentation, so customers know what to expect if they purchase a Mulberry protection plan.
Fun fact: Retailers can customize coverage by product category, including the option to include pet-related accidents where applicable.
Fast, In-House Adjudication for Quicker Resolutions
Adjudi-wha? Common complaints with the warranty claims process are long wait times or lack of follow-up — but that is not the case with Mulberry’s in-house adjudication model.
Mulberry doesn’t outsource your customers’ claims to anonymous third-party call centers. All claims are reviewed in-house by Mulberry’s support team and handled through a combination of automated and human review, depending on the level of complication for the claim or issue. Thanks to a nationwide network of vetted repair technicians and best-in-class service-level agreements (SLAs), claims at Mulberry are resolved significantly faster than industry averages.
Fun fact: Adjudication is handled in-house at Mulberry, which means all claims are reviewed, decided and processed by an internal Mulberry representative.
Live Human Support is Always Available
Contrary to many legacy providers, Mulberry provides live agent support through multiple channels — including email and phone. All support is handled by trained, U.S.-based teams who are committed to resolving claims quickly, fairly and compassionately.
Fun fact: Real people are on the other end of the line. If your customer wants to talk to someone, they absolutely can — and they’ll be heard.
Mulberry is Built for the Modern Retailer and Discerning Customers
No matter what you call it - product protection, extended warranties, manufacturer’s warranties - there can be a negative reputation and stigma associated with product protection. Mulberry protection plans were established to prove those misconceptions don’t have to be the norm, and they shouldn’t be acceptable. Customers should be able to purchase product protection and have confidence in the provider and the coverage, should an issue arise. Mulberry relies on AI, smart technology, innovation, and modernized systems to resolve claims with speed, clarity, and customer-first service.
As a retailer, you deserve a protection partner that helps you win trust, reduce returns, and drive profit - enhancing the customer experience instead of hurting it. Reach out to our team if you're ready to level up your product protection program.
