Extended Warranty & Purchase Protection Help Center
Product
We are an innovative Insurtech, headquartered in Dublin, Ireland.
We provide fast and fully customised solutions that serve as safety nets in situations that don't go as planned. We enhance your digital lifestyle when you need it most, at anytime, in collaboration with bunq.
Companjon offers the best of both worlds by combining classic insurance products with lifestyle solutions that are hassle-free and entirely digital.
The bunq Extended Warranty & Purchase Protection Insurance covers you for the financial loss incurred as a result of Accidental Damage, Theft or Mechanical Breakdown to eligible White or Brown Goods that you purchased with your bunq Metal card within the Coverage Period.
The coverage period under the bunq Extended Warranty & Purchase Protection Insurance for each Eligible Item is:
· Theft benefit: 90 days from the date of purchase
· Accidental Damage: 90 days from the date of purchase
· Extended Warranty: 12-months beginning 2 years (24 months) from the date of purchase
The bunq Extended Warranty & Purchase Protection Insurance offers cover for bunqers with an eligible bunq account who have purchased their eligible item with a Metal Card only. You can read more about how bunq plans and Metal Cards works here.
Your Extended Warranty & Purchase Protection Insurance is automatically added to eligible items purchased using your bunq Metal Card via the bunq platform.
For an item to qualify for Extended Warranty & Purchase Protection Insurance, it must have been paid in full with your bunq Metal card. You must hold an active Bunq Eligible Account continuously over the item coverage period. Additionally, the item must meet all of the following criteria;
- have a purchase price of €25 or more - be defined as an eligible 'White Good' or 'Brown Good' per the Extended Warranty & Purchase Protection Insurance benefit guide
- been purchased from a store located in the European Economic Area (EEA) or online where the online store is registered in the EEA
- is not listed as a non-eligible item or item not covered per the Coverage Limits section of the Extended Warranty & Purchase Protection benefit guide
This is just an overview of the insurance policy conditions. A full list of items covered under Extended Warranty & Purchase Protection can be found in the benefit guide
White and Brown goods refer to household electronic items and major appliances. The White and Brown goods covered by Extended Warranty & Purchase Protection Insurance are listed below;
Brown Goods: electronic items explicitly including television, smart plug, surround sound system, soundbar, smart speakers, digital camera, video camera, home cinema projectors, audio speakers, wi-fi speaker, vinyl player, AM/FM radio, and Wi-Fi range extenders.
White Goods: electronic household appliances explicitly including washing machine, tumble dryer, washer/tumble dryer, dishwasher, refrigerator, toaster, oven, electric toothbrush, cooker, ceramic hob, vacuum cleaner, microwave, microwave oven, fridge freezer, freezer, coffee maker, air fryer, kettle, juicer, wine bottle cooler, slow cooker, rice cooker, air purifier, and blender.
Only items specifically listed in the Extended Warranty & Purchase Protection Benefit Guide are eligible for coverage.
Claims for theft, accidental damage or extended warranty against an item not listed as covered within your benefit guide are not eligible for compensation.
If your claim for Theft is successful, you will be eligible for compensation for up to 90% of the item's purchase price (subject to the benefit limits outlined in the benefit guide).
If your claim for Extended Warranty or Accidental Damage is successful, you will be eligible for compensation for up to 90% of the repair cost (subject to the benefit limits outlined in the benefit guide).
The full terms and conditions can be found in the benefit guide
The maximum benefit limit is the maximum amount of compensation that you can claim and is different for accidental damage and theft and extended warranty.
Accidental Damage and Theft: Each eligible item is subject to a maximum of one claim for accidental damage and one claim for theft. Each item is subject to a maximum compensation of 90% of the purchase price or €2,500 - whichever is lower.
Extended Warranty: Each eligible item is subject to a maximum of 3 claims. Each item is subject to a maximum compensation of 90% of the purchase price or €1,500 - whichever is lower.
Your period of cover runs for 365 days from the start date of your membership term. For each period of cover, you are eligible for a maximum benefit limit of €2,500 for Accidental Damage and Theft and €1,500 for Extended Warranty.
To become and remain eligible for cover for Extended Warranty & Purchase Protection Insurance, you must fulfil all of the following conditions:
- be a bunq Eligible Account holder
- have a bunq eligible card
- be ordinarily resident in the EEA
Your cover applies only to new items which meet the eligibility criteria and does not extend to re-purchased/second-hand items.
Policy
You can cancel your insurance within 14 days of receiving the membership certificate. However, as you do not pay a fee for your membership of the bunq Extended Warranty & Purchase Protection Insurance, there is no refund for this cancellation. Cancelling your insurance does not affect the validity of your bunq account or bunq Metal Card.
You can cancel your insurance via your MyCompanjon account or by contacting our customer service team.
My Account
It is not possible to have more than one account with the same email address. If you have purchased a policy and it is not appearing in your existing MyCompanjon account or if you have accidentally set up two accounts, please contact us and we will be happy to help!
How you resolve problems logging into your Companjon account depends on the type of issue preventing you from logging in.
If you see a message that says 'Your password is incorrect'
Click 'Forgot your Password?' located on the login page and follow the step-by-step provided. We'll send you an email with a link to reset your password.
If you see a message that says 'We can't seem to find your account'
The email address entered when signing in does not match the email address you used to create your account or you signed up using Google, Facebook, LinkedIn or Microsoft. - Attempt login with any alternative email addresses you may have used when creating your account- Attempt login using the social media channel that you may have used when creating your account
If you see a message that says 'User does not exist'
The social media channel used to login does not match the channel you used when creating an account. Please try to log in again using an alternative social media channel or with your email/password.
You can set up your account by going to your bunq mobile app and following the steps below:
1. Go to Home tab on your account
2. Select the desired account
3. Select the payment you need help with
4. Tap on Show more
5. Select Need help with this payment?
6. Tap on File an insurance claim
An email will be sent to the email address associated with your bunq account containing a link to set up your MyCompanjon account. Once you follow this link, follow the steps provided on MyCompanjon to complete setup of your account.
Claims
Once your claim is processed and approved for compensation, you will receive an email from Companjon with further information on how to collect your payment.
Sorry to hear that! Depending on the payment method you chose to receive your compensation, this may take a few days to be seen in your account due to bank processing times. Please allow up to 4 days for the compensation to reach your account.
If you have not received your compensation 4 days after you provided your payment details, please get in touch.
For all claim types, you will be required to upload a picture of the receipt and proof of payment. Depending on the claim type, you may be requested to upload extra documents depending on the reason for your claim. The documents you may be required to provide are:
For Theft: a copy of the police report
For Accidental Damage: repair report, photograph of the damaged item, proof of payment
For Extended Warranty: photograph of the damaged item, repair report, manufacturers warranty
Purchases made using your bunq Metal Card before the 1st January 2023 may be covered by bunq's previous insurance partner, AXA and Mastercard. You can read more about how to register a claim for these purchases here.
You can register a claim by logging into your MyCompanjon account and selecting the 'Claims' option linked to your membership.
Sorry to hear that! Our customer service team will be happy to assist you further on this topic. Contact us.
Your compensation is only provided if your claim meets all of the eligibility criteria listed in the Extended Warranty & Purchase Protection benefit guide. This includes providing the required documentation to submit your claim. When submitting your claim, you may choose the option 'I don't have this document', however, please note that this may impact the outcome of your claim.
Great question! If your item got stolen, please follow the claims process on MyCompanjon to submit a claim for Theft and upload the requested documentation. Once done, we will assess the claim and get back to you with the outcome.
Your claim may have been declined due to your claim documentation requirements not being fulfilled. Please review the claim information requirements below, you must provide all the required documentation in order for your claim to be accepted.
For Theft: proof of purchase, proof of payment and a copy of the police report
For Accidental Damage: proof of purchase, repair report, photograph of the damaged item, proof of payment
For Extended Warranty: proof of purchase, proof of payment, photograph of the damaged item, repair report, manufacturer’s warranty
If you would like to resubmit your claim, you can do so through your MyCompanjon account.
You are no longer eligible for compensation under the bunq Extended Warranty & Purchase Protection Insurance if you no longer hold a valid bunq Metal Card or eligible account.
Data
Our membership pack explains how we collect, use, share and retain your personal data. It also outlines how you can exercise your privacy rights and how we comply with our obligations under data protection legislation. You can conveniently access it here.
Contact Us
If you're having trouble finding the answers you need in our FAQs you can contact us via:
Chat: We recommend to use this channel if you have an urgent question to ask and need a quick reply. Our team are available via chat Monday to Friday from 9AM to 5PM CET.
Contact Form: Perfect for contacting us outside of our customer service team's opening hours. While not as quick as our chat, we will make sure to contact you back via email within 1 business day.
Our customer service team offers support in English, French, Italian, German and Spanish.
If you are dissatisfied with our services or do not agree with a decision made regarding your benefits, you can submit a complaint via e-mail to complaints@companjon.com.
Contact us
We're here to support you Monday to Friday from 9AM-5PM GMT via live chat. Alternatively, fill out the form below and we will be in touch within 24 hours.