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Frequently Asked Questions
1) I purchased a Canopy Protection Plan and have not received it. What should I do?
Answer: You should receive two forms of your Canopy Protection Plan: one via email (the email address associated to your Amazon.co.uk account) and the other via regular mail (the shipping address used to purchase your Kindle). Please note that you do not need both if you should ever have to file a claim.
Please allow at least 2 business days to receive your emailed Certificate of Insurance. If you have not received the email certificate, please be sure to check your spam folders in case your email provider has filtered Canopy into spam. If you still have not received the email, please call us at 0800 496 4204.
Please allow at least 14 days to receive your Canopy Declaration of Insurance in the mail (except for pre-orders, see below). If you do not receive this mail, and wish to have it resent, please call us at 0800-4964204.
2) I purchased a Canopy Protection Plan for a pre-ordered Kindle. When will I receive it?
Answer: You will receive your Canopy Kindle Certificate of Insurance within 2 days business days of purchase. You will receive the mailed Declaration of Insurance within 2 weeks of your kindle purchase. If your item is a preorder, you will not receive your mailed Declaration of Insurance until your Kindle ships from Amazon. Your plan is effective from the date of shipping.
3) What are the benefits of a Canopy Protection Plan?
Answer: Most Kindle failures are caused by our own accidents such as dropping it or spilling liquid on it. The Canopy Protection plan protects you from day one in case you damage your Kindle accidentally. In addition, the Canopy Protection Plan also protects you from theft from day one.
For a complete list of coverage benefits and exclusions, please see the full terms and conditions.
4) I bought a Canopy Protection Plan and my Kindle is not working. How do I file a claim?
Answer: Easy! If you need to file a claim for your Kindle, simply call us at 0800 496 4204 from 7am – 9pm, seven days a week. Our Canopy representatives will assist you in troubleshooting your problem, and if a valid claim is approved, will begin the replacement process.
5) My claim was approved. What happens next?
Answer: Canopy offers an “Advanced Exchange” program. Canopy will ship a replacement Kindle to you (your replacement will be a same model Kindle that has been refurbished to manufacturer’s standards). You will also receive a pre-paid shipping label to send back the damaged Kindle to the depot. A valid credit card is required on file to process an advanced exchange. If you don't return the damaged Kindle within 30 days, you will be charged the price of the replacement device, not to exceed the original purchase price.
For a complete explanation of the replacement process, please see the full terms and conditions.
6) My Kindle was stolen. What do I do?
Answer: If your device is stolen, you should notify the police in the country it was stolen within 48 hours (or as soon as reasonably possible, if it is not possible to do so within 48 hours) and obtain a police crime reference number. When you call to file your claim, we will first verify this crime reference number, and then we will ship the replacement device.
7) What’s the catch? Are there any hidden fees or deductibles?
Answer: No catch! Your Canopy Protection Plan has you covered for up to 3 replacement Kindles or the full reimbursement of your original purchase price. There are no hidden fees or deductibles. And don’t worry, we also cover shipping should you ever need to ship us your product back.
For a complete list of coverage benefits and exclusions, please see the full terms and conditions.
8) Is my Canopy Protection Plan transferable?
Answer: Of course. Should you ever want to sell your product or give it as a gift, your Canopy Protection Plan will protect that product for the entire term of the plan.
9) I bought my Kindle from somewhere other than Amazon.co.uk. Can I still buy the Canopy Protection Plan?
Answer: You can buy a Canopy Protection Plan within the first 30 days after registering your device with Amazon. Simply locate our plans on Amazon.co.uk (our plans can easily be found on the Kindle product pages) and choose the plan that is for your device.
10) Can I cancel my Canopy Protection Plan?
Answer: Absolutely. You can cancel your Canopy Protection Plan anytime for any reason. You can cancel your Canopy Protection Plan by calling Canopy at 0800 496 4204 or Newasurion-canopy(at)amazon.co.uk. If you cancel this plan within the first 90 days after purchase you will receive a full refund of the price of the plan, provided you have not made a claim. Otherwise, we will calculate the pro-rated premium for the period less any claims that have been paid. (If you have made a claim under the plan, there will be no refund of the premium paid)
Detailed Seller Information
- Business Name: NEWAsurion Europe Limited
- Business Type: Insurance
- VAT Number: GB977334285
- Phone number: 0800 496 4204
- Customer Services Address:
- 315 Chiswick High Road
- PO Box 157
- W4 4HH
- Business Address:
- Chiswick Place
- 272 Gunnersby Ave.
- W4 5QB
Asurion - Details
- Store front:www.amazon.co.uk/shops/A2OHJ7G20MZ3RE
For questions regarding products, order delivery, or returns, please contact Asurion Customer Service:To initiate a return, please visit Amazon’s Online Return Center to request a return authorization from the seller.
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Canopy Protection Plans are powered by Asurion.
Asurion is the world’s single largest provider of technology services, administering nearly 300 million active contracts, and talking with over 40 million happy consumers a year around the world.
Your Technology Protection Company
With at least one mobile phone in everyone’s pocket and an average of 25 consumer electronics in every home, let’s face it, technology is an integral part of our daily life. Asurion focuses on two essentials to keep your world running smoothly:
First, mobile protection provides cell phone users with rapid replacement coverage, device location and data management tools, along with ongoing live tech support to care for your privacy, productivity, socializing and even entertainment. Second, home-product protection provides repair, replacement, tech support, delivery and installation, buy-back, and disposal coverage for all things electronic. From appliances to treadmills, tablets to TVs, we keep your home and lifestyle in harmony.
Through wireless carriers, retailers and consumer services companies across the world, Asurion’s 10,000+ worldwide employees deliver solutions that ensure your purchases continue to make your life easier, more connected and more rewarding.
Our Customer and Technical Care Representatives provide around-the-clock care for our client’s customers and are equipped with the training, tools and technology they need to do the job right. Our employees take immense personal pride in delivering exceptional customer service. Our collaborative work environment provides ample opportunities for innovation and advancement, making this an ideal place to work for customer service-minded individuals.
As technology products become increasingly important in the daily lives of consumers, so too does the level of customer care and product support that consumers have come to expect. Today, enhancing the entire Consumer Ownership Experience from beginning to end has never been easier with our comprehensive suite of post-sale services. Helping consumers get the most use and enjoyment from their products, we offer consumer-friendly solutions every step of the way.
We partner with leading retailers, manufacturers, content providers and consumer services companies to provide outstanding customer care throughout the Consumer Ownership Experience. With a comprehensive suite of post-sale services at their fingertips, we give our partners multiple opportunities to build upon the strength of their brands while reaping the benefits of increased customer loyalty, satisfaction and revenue. Over the years, we have been consistently recognized by our partners for the valuable services we provide.
We have a longstanding tradition of reaching out to others in need. Through the generosity of our charitable foundation and the countless volunteer hours of our employees, we are dedicated to making a difference in the communities where we work and live. Since 2001, our charitable foundation has given support to more than 75 worthy organizations committed to improving the lives of children and those, affected by adversity, as well as medical advances.
In our efforts to support a more sustainable planet, we have undertaken a number of corporate initiatives that focus on reducing, reusing and recycling our resources whenever possible.
CANOPY TERMS OF BUSINESS
Details of us and our services
We, NEW Asurion Europe Limited (trading as Canopy) act as a general insurance intermediary. We arrange and administer general insurance contracts.
We offer cover for Kindle devices sold by Amazon. We won’t give you any advice or recommendation; we will simply arrange the sale of your policy on behalf of your insurer.
In providing Canopy Protection Plan, we have chosen to deal exclusively with Liberty Mutual Insurance Europe Limited (the “Insurer”), who provides the cover under the Plan. When collecting and refunding premiums, we do this on behalf of the Insurer.
We do not charge any administration or cancellation fees.
Please contact us on 0800 4964204 from 7am to 9pm 7 days a week if you’d like to make a complaint about how your insurance was sold or administered. We always aim to resolve any queries right away.
You can also send a letter to us at:
Asurion Europe - Canopy
PO Box 157,
315 Chiswick High Rd
If you’re not happy with the outcome of your appeal, you can get in touch with: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, LONDON, E14 9SR. They won’t be able to help you unless you’ve complained to us first. We (but not you) are bound by any decision they reach. You’ll need to contact them within six months of receiving our final response to your complaint. This won’t affect your statutory rights or prejudice your right to take subsequent legal proceedings. You can find out more at financial-ombudsman.co.uk.
Financial Services Compensation Scheme (FSCS)
We are covered by the FSCS and you may be entitled to compensation from the FSCS if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS (Tel 0800 678 1100 or 020 7741 4100) or on their website fscs.org.uk.
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Asurion Delivery Rates
Listed below are delivery details for Asurion, including the geographies delivered to, the service level offered, and the prices charged. Note that media rates are based on dispatching a single item Purchasing multiple media items results in multiple delivery charges.
Delivery rates for all products (excluding Books, Music, Video and DVD)Standard UK/GB excluding BF address Street ETA 3 - 5 days per Item £0.00 per Weight (kgs) £0.00 per Shipment £0.00 UK - Mainland Street PO Box ETA 3 - 5 days per Item £0.00 per Weight (kgs) £0.00 per Shipment £0.00 UK, BF Addresses ETA 3 - 5 days per Item £0.00 per Weight (kgs) £0.00 per Shipment £0.00
* Delivery Rates for Books, Music, Video and DVDUK
3 - 12 daysExpress Delivery - UK
24 hoursEuropean Union
5 - 12 daysUS (include US Protectorates) and Canada
5 - 12 daysRest of World
7 - 35 days
Books £2.80 £8.98 £4.02 £6.94 £7.00 CDs £1.26 £8.98 £1.82 £3.08 £3.58 Videos £2.80 £8.98 £4.02 £4.94 £5.94 DVD £1.26 £8.98 £1.82 £3.08 £3.58
* Marketplace orders are only accepted for delivery to Supported Countries.
* Your delivery fees when buying Books, Music, Videos and DVDs at Amazon Marketplace are fixed according to the type of product you purchase.
Rates are based on dispatching a single item. Purchasing multiple items results in multiple delivery charges; there are no "per delivery" and "per item" charges, as there are when you buy directly from Amazon.co.uk.
Region Key UK Street England,Wales,Scotland,Northern Ireland,Channel Islands and Isle of Man,excluding BFPO and PO Boxes. UK Off-Mainland *DISABLED* This ship option has been DISABLED and is no longer available to customers for new orders. Previous jurisdiction has been incorporated into 'UK Street'. UK P.O Box P.O Boxes in England,Wales,Scotland,Northern Ireland,Channel Islands and Isle of Man. BFPO English Forces Post Office Europe Zone 1 Belgium,Denmark,mainland France,Germany,Republic of Ireland,Luxembourg,Monaco,Netherlands Europe Zone 2 Greece,Italy,Portugal,Spain Europe Zone 3 Albania,Andorra,Armenia,Austria,Belarus,Bosnia & Herzegovina,Bulgaria, Cape Verde,Croatia (Hrvatska),Cyprus,Czech Republic,Estonia,Faroe Islands, Finland,Georgia,Gibraltar,Greenland,Hungary,Iceland,Latvia,Liechtenstein, Lithuania,Macedonia,Malta,Moldova,Norway,Poland,Romania,Russian, Federation,S Georgia& S Sand Is,San Marino,Slovak Republic,Slovenia, Sweden,Switzerland,Turkey,Ukraine,USSR (former),Vatican City State. Australia and Far East Asia Australia, Brunei Darussalam, Cambodia, Cayman Islands, China, Christmas Island, Cocos (Keeling) Isls, Cook Islands, East Timor, Fiji,French Polynesia, Guam, Hong Kong, Indonesia, Kuwait, Laos, Macau, Malaysia, Mexico, Micronesia, Mongolia, Myanmar, New Caledonia, New Zealand, Niue, Norfolk Island, North Korea,Papua New Guinea, Philippines, Pitcairn, Samoa, Singapore, Solomon Islands, South Korea, Taiwan, Thailand, Tonga, Tuvalu, Vanuatu, Vietnam, Wallis & Futuna Isls. North America Canada,United States. Japan Japan Rest of World Rest of the World. Top of Page
Unless noted otherwise in the ordering pipeline Asurion dispatches all items within two days of receiving order You will receive notification of any delay or cancellation of your order.
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Prices are displayed inclusive of any applicable VAT.
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Privacy & Security
Amazon knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. By visiting Amazon.co.uk, you are accepting the practices described in Amazon.co.uk's Privacy Notice.
We take the protection and proper use of your personal information seriously. We respect your privacy and take great care to safeguard information in our possession. Your preferences for use of your information are our highest priority.
NEW Asurion Europe Limited (“NAE or Canopy”) is registered with the Information Commissioner’s Office as a Data Controller (number Z2176995). When you apply for your policy or make a claim, you may initially provide personal information to Amazon. Amazon would then disclose the information to Canopy who would also disclose the information to the Insurer. For information on how Amazon processes your personal information, please see www(dot)amazon(dot)co(dot)uk/privacy. For information on how Insurer processes your personal information, please see www(dot)liueurope(dot)com/privacy-policy. This Data Protection Notice sets out how Canopy and the Insurer use and protect any personal information that you give to Canopy or Amazon when you purchase or make a claim under your policy.
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Returns and Refunds
For refunds, cancellations, or to return an item to our company, please contact Canopy by calling us via free phone at 0800 496 4204 from 6am – 9pm, seven days a week. You can cancel your Canopy Protection Plan by calling Canopy at 0800 496 4204 or email us at email@example.com . If you cancel this plan within the first 90 days after purchase you will receive a full refund of the price of the plan, provided you have not made a claim. Otherwise, we will calculate the pro-rated premium for the period less any claims that have been paid. (If you have made a claim under the plan, there will be no refund of the premium paid)
*Please Note* you will receive a Certificate of Insurance via email within 2 business days of your Canopy Protection Plan purchase. You will also receive your Declaration of Insurance via mail within 14 days of your Canopy Protection Plan purchase. If you do not receive both of these communications, please call us at 0800-496 4204 from 6am – 9pm, seven days a week.
Contact this seller Phone: 0800 496 4204
To initiate a return, please visit Amazon’s Online Return Center to request a return authorization from the seller.