FAQs

We ask our partners to familiarize themselves with the below information about AKKO’s protection plans, protection inclusions, and our claims processes. 

You can also find information pertaining to referral payouts and how to become an approved AKKO Repair Partner.

Please be sure that you and your team have thoroughly read through AKKO’s FAQs regarding plan coverage inclusions and terms for each of our plans. You can reach out to our support team if you have any questions or need clarifications.

A few important points you should always know:

  1. Items which are already damaged/malfunctioning cannot be added to a plan to be protected, they must be fixed/replaced first.
  2. All customers must complete activation of their plan and sign in to their account to add and verify the devices they want to protect. Brand new items you sell to a customer with a purchase receipt don’t need to undergo the same verification process.
  3. A deductible always applies to any claim. Deductibles for phones range from $29 – $99 based on the make and model for damages and theft. For non-phone items, students get a $99 deductible, adults $99.
  4. Drones and motorized vehicles/items cannot be protected by our $15/mo AKKO Plan. (see more)
  5. Items that are damaged will be fully replaced if the repair cost is equal to or greater than the cost a replacement item can be purchased for.

All referral fee compensations are paid out on the 15th of every month for all sales made the month before the prior month.

For example, on March 15th, all plans sold by a partner in January (Jan. 1 – Jan 31) are eligible for payout so long as all users registered by the partner in January are still active on March 15th.

All new users need to be afforded a full 30 days to be allowed to cancel. Any user who requests a cancellation within the first 30 days receives a full refund. Including for annual plans.

Once a partner has been approved to be an AKKO Repair Partner, any claims filed by users that the partner helped register get referred back to the partner.

In addition to customers a partner helps register getting referred back to them for claims, we will also refer our own customers that have signed up with us directly to approved repair partners that are near the customer.

If you’re a shop that provides repairs and are not yet an approved AKKO Repair Partner, click here to schedule a call with our Repair Partner Coordinator to get approved.

If you’re a shop that provides repairs and are not yet an approved AKKO Repair Partner, follow the steps below:

 

2- Click here to schedule a call with our Repair Partner Coordinator to get approved. (you must be registered on the AKKO Partner Platform first)

Once a partner has been approved to be an AKKO Repair Partner, any claims filed by users that the partner helped register get referred back to the partner.

In addition to customers a partner helps register getting referred back to them for claims, we will also refer our own customers that have signed up with us directly to approved repair partners that are near the customer.

This is an overview of AKKO’s claims process when you are providing repairs as an authorized repair partner.

 

If you are not yet an authorized repair partner, be sure to schedule your call to get approved here.

 

 


IMPORTANT:

 

Before getting started with processing a customer’s claim, first you need to be sure that the customer has filed their claim.

 

They can do so by logging into their account, then navigating to the “claims” tab in their account. They’ll need to select the item that was damaged and complete all information.

 

After they’ve submitted their claim, the AKKO Claims Team will update the status of the claim which you’ll be able to see from your account on the AKKO Partner Platform under the “Claims” tab.

 


Step 1: Looking up the claim

 

Click the “Claims” tab in the left-side bar menu.

 

Type in the customer’s cell phone number, and their claim ID number. Then click “Search.”

 

 


Step 2: Review the Claim Status and Follow the On-Screen Instructions

 

After clicking “Search” the claim will appear and the first box you’ll see contains the claim’s current status, and instructions on how to proceed.

 

If you continue to scroll down, you’ll also see an overview of the claim information and photos of the damaged device(s) from the claim.

 

If you have questions regarding the claim, you may click “Contact AKKO Claims” to ask a question.

 

IMPORTANT NOTE:

Using the support chat to communicate with the AKKO team will not speed up claim processing, as soon as an update is made to the claim by the AKKO Claims Team, the status will reflect in the portal.

 

Do not take any further steps until the claim status has been updated and new instructions are provided on the screen.

 

 


 

Claim Statuses Overview

 

Below are the various statuses that a claim will have. You can familiarize yourself with each. Please note that the statuses for a claim will not always update in the following order. Some claims are auto-approved for repairs after initial submission, others may require additional materials and information from you and/or the customer and further review by the AKKO Claims Team.

 

Statuses:

 

  • New

This claim has been successfully submitted and is in the queue for review. The status will be updated by the AKKO Claims Team. Do not proceed with this claim until the AKKO claims team has updated the status. Typical time to be reviewed is 1-3 hours from the time of submission.

 

  • Initial Review – AKKO

This claim is under initial review by the AKKO Claims Team. It will be updated once all information has been verified so that you may then proceed with either a repair or providing an estimate/diagnosis. Do not proceed until the status has been updated.

 

  • Waiting on Customer

The AKKO Claims Team is currently waiting on the customer for additional information or materials. Please instruct the customer to check their email for the most recent correspondence from the AKKO Claim Team. They can search their email inbox for “[email protected].” Their communication will be received to the email inbox of the address on their account, which you can reference above next to the customer’s cell phone number.

 

  • Estimate/Diagnosis Needed

The AKKO Claims Team needs an estimate/diagnosis for this repair. Please click the button below to submit a formal estimate/diagnosis via email citing the damage/issue observed or detected, as well as the recommended resolution and cost.

 

If a replacement vs. repair is recommended, please indicate so and notify the AKKO Claims Team if you are able to provide a replacement device and the cost for it. AKKO is required to replace a device if the cost of repairing it would be higher than the cost of a replacement.

 

At this stage for a claim, AKKO will need you to provide an estimate/diagnosis for the device. If you click the red button to “Submit Estimate/Diagnosis” your email client will open with the subject line pre-populated with the Claim ID and customer info.

 

You can provide your estimate/diagnosis as an attachment to the email. The AKKO Claims Team will then need to review the report provided to update the claim status.

 

 

  • In Review – AKKO

This claim is currently being reviewed by the AKKO Claims Team. The customer will receive an email message with an update on the next step or outcome and the status of the claim will also be updated at that time. The customer will receive an update to their account email address. They can search their email inbox for the most recent message from “[email protected]”.

 

  • Waiting on Repair Provider

The AKKO Claims Team is currently waiting on you for additional information or materials. Please refer to your email from us for the most recent correspondence from the AKKO Claims Team. You can search your email inbox for “[email protected]”.

 

  • Approved

This claim has been approved. Please proceed with repairing the device. Once the repair is completed, please click the button below to submit your final repair invoice to the AKKO Claims Team via email. Include either your PayPal email address for receiving payment, or provide a link to an invoice that can be paid using a credit or debit card.

 

Be sure the final invoice breaks out parts cost, labor cost, and sales tax separately.

 

At this stage for a claim, the AKKO Claims Team has submitted approval. You may go proceed with providing the repair and then when completed, bill the customer their deductible for the claim, and submit the invoice for the remaining balance to AKKO by clicking the “Submit Repair Invoice” button and attaching the invoice to the email to AKKO Claims.

 

Payments are made within 1-2 days to either your PayPal or you can email a digital invoice link for AKKO Claims to use a credit/debit card to pay.

 

(Note: ACH/Wire payments for repair invoices is not yet supported)

 

 

  • Completed

This claim has already been resolved and completed. Do not proceed with any actions. If the customer is still having any issues with their item, they can reply to their original email thread for the claim from “[email protected]” and the AKKO Claims Team can review and re-open the claim as needed or have the customer file a new claim.

 

 

Denial Statuses:

 

Below are the statuses you will see if a claim has been denied. Any claim which has been denied should not be processed and no repairs completed. The customer will always have received an email from the AKKO Claims Team as to why their claim was denied, so you can have them reference their email for information. You are not responsible for providing the customer information about claim approvals.

 

  • Denied – Not Verifiable

This claim has already been reviewed and is not approved. Do not proceed with any actions. The customer has been informed of the reason for denial in their email. They can search their inbox for the most recent correspondence from “[email protected]”.

 

  • Denied – Not a Covered Loss

This claim has already been reviewed and is not approved. Do not proceed with any actions. The customer has been informed of the reason for denial in their email. They can search their inbox for the most recent correspondence from “[email protected]”.

 

  • Denied – Fraud

This claim has already been reviewed and is not approved. Do not proceed with any actions. The customer has been informed of the reason for denial in their email. They can search their inbox for the most recent correspondence from “[email protected]”.

 

 

Yes!

One of the most unique things about AKKO is that their plans will protect ANY phone or device no matter the make, model, carrier, or whether it is used, new, or refurbished, financed or unlocked.

The only requirements for a customer’s phone or device(s) to be eligible for protection are that they must be in full working and undamaged condition.

This means that no protection can be provided for a phone if for example the back glass is broken, but the screen is fine. The entire device must be undamaged. Protection can also not be provided for a phone with any mechanical/electrical issues or failures.

Before enrolling a customer on a plan, be sure to do a basic check of their device to make sure there is no damages or issues. A full diagnostic report is not required.

Once a customer is registered for a plan, they’ll receive an SMS with their login link and passcode to complete activating their account and verifying their device(s).

The verification process on AKKO’s platform requires photos to be provided that ensure the device is in full working and undamaged condition.

 

NOTE: for electronics, parts failures are only covered for devices that were purchased new and within 120 days after you enroll with AKKO (except for phones). Older items ARE still covered for accidental damage and theft as long as they are undamaged and fully functional! (see more info here)

The deductibles for phones on our phone-only protection plans or our “Everything Protected” AKKO Plan ranges from $29 – $99 per claim based on the phone’s model. $99 is also the max deductible even for Theft or total replacement claims! (less than half the cost of most other protection providers.) Click here to view the deductibles for repairs/replacements on your specific phone make/model.

 

If you have one of our “Everything Protected” AKKO Plans which protects 1 phone + 25 other items, all other items besides your phone are subject to a $99 deductible for any incident of Accidental Damage or Theft.

 

This amount that is “deducted” from any reimbursement payout you receive exists so that individuals are still motivated to be careful with their stuff.

 

But with all of AKKO’s protection plans, we made sure to have the deductibles at least be set at easily affordable amounts for incidents of accidental damages, breakdowns, and theft, rather than the $150 – $400 deductibles seen on many other protections plans for phones, laptops, and other electronics and personal items.

 


 

Note: Deductibles for lost or unrecoverable phones are equal to the deductible for theft on the same phone model, but there is a limit of only 1 lost/unrecoverable phone claim covered per 12 months. Location tracking must be enabled in the AKKO Mobile App and set to “Always allow” on both iPhones and Android phones to be eligible for coverage for phones that are stolen, lost, or unrecoverable.

To sign-up for an AKKO Student Plan, a customer can be any type of student, from elementary school to high school, including incoming college students, and current college students. Students at any 2yr, 4yr, or graduate school are all eligible as well. Any age.

As a partner, you’re not obligated to verify any customer’s status as being a student. Simply ask a prospective customer if they are a student while they’re looking to enroll in an AKKO Plan.

During activation of their account, AKKO’s platform will ask for verification of their student status. If they’re not an eligible student, we’ll simply change their plan to the adult rate. No actions must be taken by the partner.

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To sign-up for Student Plans, you can be any type of student, from middle school to high school, including incoming college student, current college student, or recent graduate. Students at any 2yr, 4yr, or graduate school are all eligible as well. Any age.

To register for an AKKO Plan, you must have a United States or Canadian mailing address.

Choose Plan:

Bundle Multiple AKKO Plans:

To sign-up for Student Plans, you can be any type of student, from middle school to high school, including incoming college student, current college student, or recent graduate. Students at any 2yr, 4yr, or graduate school are all eligible as well. Any age.

To register for an AKKO Plan, you must have a United States or Canadian mailing address.

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