Don’t use this insurer!
I had a really unpleasant experience with this insurer!!
After about two years of paying, and never having had a single claim, I had my first repair request due to a broken screen earlier this year. I sent it in to get fixed and got a seemingly functioning phone back. So far so good. Within a bit over 3 months, however, the repaired screen started to pop out of its frame. I could even make out the interior of the phone from underneath it. Then other parts of my phone started to act up as well, to the point where it became completely useless (it didn’t turn on anymore) and I had to get a substitute phone. Mind you, prior to sending it in and having the screen repaired, my phone never had a single issue in 5 years of owning it. When I reached out to detail my case with a lengthy and extensive explanation of what went wrong and why I hoped they’d offer me a re-repair, free of charge, they didn't acknowledge anything I said and only told me that they have a 3 months guarantee on their repairs, and that I’d have to pay for and start an entirely new claim to get it looked at. FYI, I reached out maybe 4 months after the original repair was done, and given the clear circumstances - the phone screen was repaired by them, then that same screen malfunctioned shortly after and never before seen issues appeared at the exact time - they could’ve treated the case differently and with some sort of customer-oriented leniency. At the very least, they could’ve written back with a proper acknowledgement of the situation.
I already found this extremely unprofessional since it’s a bad look for an insurance company to deliver such low value repair services, but I accepted my fate and sent my phone in again for another repair. Then came the last straw for me. Shortly after I received my phone back, I got an email from Harmony, telling me that I am now classified as a „High risk client“ and that they uphold the right to cancel my insurance. I couldn’t believe it! How are you holding your customers accountable for something that was badly repaired by you in the first place? The audacity is out of this world!
Right then and there I made the decision to cancel my insurance. I’d much rather use a generic repair service somewhere in the city and pay a couple bucks more than spend one more cent on this company. The quality will be the same, probably even better. To be honest, I wouldn’t be surprised if shortly after the 3-month mark, I’ll have a new wave of problems appear with my recently repaired phone. I think you’re better off with a different insurance company or alternatively just pay for an insurance plan with your original (phone) provider. There, you will at least get your items repaired with high end materials that won’t break shortly after or hurt it further.
Reply from Harmony verzekeringen
Dear Customer,
Thank you for sharing your experience with us, and we are truly sorry to hear about the frustration you’ve faced. We understand your disappointment, and we sincerely apologize for any inconvenience this has caused you.
We’ve reviewed our records, but unfortunately, we cannot find a claim under the initials you’ve mentioned in your review. To assist you further and investigate this matter, we kindly ask that you contact us directly so we can take a closer look at your case and ensure we’re addressing your concerns properly.
Although we understand that you have already canceled your policy, we would still like to see what we can do to resolve this issue and find a suitable solution for you.
Please reach out to us at customercare@harmony.nl so we can assist you further.
Once again, we sincerely apologize for the inconvenience and we hope to have the opportunity to rectify the situation.
Met vriendelijke groet,
Team Customer Care
Harmony
