FREQUENTLY ASKED QUESTIONS

What is Device Protection Plan?

Device Protection Plan (DPP) provided by AXA Mansard is an affordable device insurance plan offered to Jumia customers. It is a simple, convenient and affordable plan that provides cover against screen damage and water damage.


What is covered under the DPP?
  • Screen Damages: Product offers one screen replacement upon the occurrence of breakage or damages to device screen.

    Repair Limit for Screen Damages- AXA Mansard will pay up to 30% only of the cost of the device in the event that the screen of your device is broken.

  • Liquid Damages: Product offers one motherboard replacement upon the occurrence of damages due to device coming in contact with liquid i.e. water or drink

    Repair Limit for Liquid Damage: AXA Mansard will pay up to 40% only of the cost of the device in the event that your device is damaged as a result of liquid contact.


How do you charge for shipping?

The premium payable is dependent on the cost of the device. There are various premium payable on different Device price bands.

Below are the various device bands and the premium payable:

Start Price End Price Premium Price of Insurance Tier
0 20000 5.00% 1000 1
20001 22000 5.00% 1100 2
22001 26000 5.00% 1300 3
26001 30000 5.00% 1500 4
30001 34000 5.00% 1700 5
34001 38000 5.00% 1900 6
38001 42000 5.00% 2100 7
42001 50000 5.00% 2500 8
50001 60000 5.00% 3000 9
60001 70000 5.00% 3500 10
70001 80000 5.00% 4000 11
80001 90000 5.00% 4500 12
90001 100000 5.00% 5000 13
100001 150000 5.00% 7500 14
150001 200000 5.00% 10000 15
200001 250000 5.00% 12500 16

What is NOT covered under the DPP?
The policy would not cover repairs or any other costs for the following:
  • Cleaning, inspection or routine servicing
  • Loss or damage resulting from a manufacturers defect or recall of the mobile phone.
  • Any repairs carried out without prior authorization
  • Wear and tear to the mobile phones and/or gradual deterioration of performance
  • Cosmetic Damage
  • Mobile Phones manufactured wholly or partially from precious metals, stones or crystals
  • Any expense incurred as a result of not being able to use the Device, or any cost other than the cost of repair of the damaged screen.
  • Reconnection or subscription fees of any kind
  • Any loss occasioned through the willful act of the insured or any other person with the knowledge or connivance of the insured
  • Damage to any accessory

Can I buy device protection alone?

Device insurance is not a stand-alone product and therefore must be bought when purchasing a device from Jumia.


When do I receive my policy documents? Is it upon delivery of the device?

Once you purchase a device from Jumia, you would be contacted by an AXA Mansard representative who would give you a call to ask for further details. The policy documents would be issued 2-3 days after.


How soon do I get my claim paid?

Claims are not paid to you. To allow you make a claim without stress, all you required to do is take your device to a partner repair center and pick it up after repairs are effected.


How many times will my device be repaired per year or insurance period?

This Insurance is limited to repair/replacements of one (1) screen damage and one (1) liquid damage.


How do I process a claim?

Call: 0700 AXA MANSARD, 01 -2701561 - 5
Email: [email protected]
Website: https://www.axamansard.com/ (Use the HELP service)

1. On confirmation of Insurance status, Customer will be directed to the nearest Repair drop off center to drop device or AXA Mansard will contact drop off center to pickup device from customer
2. center does initial assessment of device
3. Repair center informs customer of extra charges if any and repairs device
4. The customer is then notified when the phone has been repaired for pickup or delivery. (The policy would not cover any claim if the serial number IMEI (International Mobile Equipment Identity) or simgate has been tampered with in any way)


How does a Device protection plan differ from a warranty?

Manufacturer’s warranties are limited in the types of breakdowns they cover, as well as in their duration. In fact, some manufacturer’s warranties are as short as 90 days. Manufacturer’s warranties mainly cover manufacturer’s fault. And for portable electronics, such as tablets and laptops, our device protection plan include coverage for Accidental Damage from Handling (ADH), such as drops, spills and cracked screens, which occur during the normal use of the product beginning on the date of purchase. That’s protection that manufacturers don’t offer.


Are the terms and conditions for my DPP protection plan online?

A copy of the Terms and Conditions will also be sent to your email address upon purchase of the policy.


Do I pay a deductible when I have a claim?
No, you are not required to pay a deductible. However, AXA Mansard’s liability is limited to:
  • Screen Damage: 30% of price of device as at purchase
  • Water Damage: 40% of price of device as at purchase
Any amount in excess of AXA Mansard’s liability will have to be borne by you. e.g. If the price of a device is ₦100,000 and cost of screen repair is ₦35,000, AXA Mansard will pay ₦30,000 and you will cover the remaining ₦5,000.

Can I get deductible discounts if I have no claims?

No, there are no discounts on this cover.


Are the terms and conditions for my DPP protection plan online?

A copy of the Terms and Conditions will also be sent to your email address upon purchase of the policy.


Is there a waiting period before I can file a claim?

No, there is no waiting period. The Device Protection plan covers your device at any time within the policy year (One year) subject to a maximum of two claims (one water damage, one screen damage)


Can I claim for liquid and accidental damage in one claim?

Yes, both claims can be made once. However, the insurance cover lapses after such claim.


How long does it take to get my device repaired?

All repairs are done within 72 hours from arrival to repair centers.


Does the product cover theft or loss of device?

No, the product does not cover theft or loss of device. However, you can contact AXA Mansard to purchase device insurance for existing phones (IPads & Laptops) under the Householder Insurance.


What is the period of cover on this product?

This is an annual policy which starts immediately from the day of premium payment or the day you purchase your device from Jumia. This is provided when you select the opt in for the Device Insurance product on the Jumia website.


I just bought Device Insurance. How do I get my Insurance certificate?

Your Insurance Certificate would be sent to your registered e-mail after confirmation of payment by AXA Mansard.


Do I get an evidence of the purchase when I buy?

A Cover Note would be delivered with the device. This provides cover for a period of thirty (30) days from the date of issuance pending when the certificate is sent via e-mail. (This cover note becomes invalid after this period).


What documentation do I need for my claim?

You do not need any document. Your device’s IMEI would be used to confirm the status your insurance.


Will the product cover me if I buy my device outside Nigeria?

No. It only covers devices purchased at Jumia stores within Nigeria


Within what geographical location is the product active?

This insurance covers devices bought and used within the Federal Republic of Nigeria and can be extended to cover damage occasioned to the device anywhere in the world up to a maximum of 90 days in total, 30 days within anyone time, in any single 12 months period; as long as device is brought in for repair within the Federal Republic of Nigeria.


Can I transfer my Device insurance from one device to another?

No, the benefits of this Policy cannot be transferred to someone else or any other Device.


How soon must I notify the insurer or Jumia of my claim when it occurs or when my device gets damaged?

Any event which may result into a claim MUST be notified within seven (7) days to AXA Mansard Insurance Plc. or Jumia


Can I use my own local repair person to repair the device when I have a claim?

No, In the event of a claim, all damaged Devices MUST be taken ONLY to Authorized outlets for repair as provided by AXA Mansard when a claim is reported.


What does the policy not cover?

The product would not cover:
2. Repairs or any other costs for:
 - Cleaning, inspection or routine servicing
 - Loss or damage resulting from a manufacturers defect or recall of the device
 - Any repairs carried out without prior authorization
 - Wear and tear to the devices and/or gradual deterioration of performance
 - Cosmetic Damage
 - Devices manufactured wholly or partially from precious metals, stones or crystal
 - Scratching or other superficial damage to outer casings, aerials or keypads
3. Any claim if the serial number IMEI (International Mobile Equipment Identity) or SIM gate has been tampered with in any way.
4. Failure on customer's part to follow the Manufacturer's instruction
5. Any expense incurred as a result of not being able to use the Device, or any cost other than the cost of repair of the damaged screen.
6. Reconnection or subscription fees of any kind.
7. Any loss occasioned through the willful act of the insured or any other person with the knowledge or connivance of the insured.
8. Any loss or damage to information or data or software contained in or stored on the device whether arising out of a claim paid by us or otherwise.
9. Damage or loss of its accessories.
10. Items purchased from an online auction site.
11. Claims arising from damage or directly occasioned by pressure waves caused by aircraft or other aerial devices travelling at sonic or supersonic speed.
12. Claims arising from terrorism, war or invasion, acts of foreign enemies, hostilities whether war is declared or not, rebellion, revolution, insurrection, military or usurped.


How do I find insurance on Jumia?

To buy insurance on Jumia, click in the category tree. Click on Other Categories-Services-Insurance. From here, you can choose to purchase any of the insurance packages.

You can also search on the Jumia website for “Insurance” or “Axa Mansard Insurance” or “Jumia Insurance” or the type of insurance package you are looking for. E.g. “Life Insurance”, “Car Insurance”, etc.


How do I buy insurance on Jumia?

You can add insurance to cart, select the units you want to buy, pay with your card and checkout. Please note you are not able to pay with Cash on Delivery for insurance. The amount of units of insurance you purchase should depend on the number of cars, for example, you are insuring. E.g. If you buy 1 unit for car third party insurance, it means you are buying for 1 car.


Does Jumia directly provide insurance policy?

Jumia is in partnership with Axa Mansard Insurance PLC to provide insurance policy for retail to its esteemed customers. When you buy insurance on Jumia, your payment will be received and verified by Jumia. Upon confirmation, your details (name, phone number, email address) will be forwarded to Axa Mansard for insurance certificate to be issued to you.


After I buy insurance on Jumia, when does Axa Mansard contact me?

Axa Mansard will contact you in 2-3 days once your payment has been confirmed by Jumia.


What are the Terms & Conditions for buying insurance?

Terms and conditions vary across insurance packages. Please refer to the product description page to view all available T&Cs.


Can I cancel my insurance policy?

Yes, you are able to cancel your policy within 24 hours of purchase. Once payment is confirmed and your details have been transferred to Axa Mansard, you need to contact Axa Mansard for cancellation.


Can I pay cash on delivery?

At the moment, we are only able to accept pre-payments for all insurance packages.


When do I receive my insurance certificate?

Axa Mansard will issue your certificate of insurance in 2-3 days after you have provided all necessary information.


How do I make a claim?
  1. Notify Axa Mansard via email, phone number, letter, or by using the “help” on website
    Email - [email protected]
    Phone Number - 01-2701561-5
    Letter - Attention – Claims Care Unit, Axa Mansard Insurance PLC, Plot 1412, Ahmadu Bello Way, Victoria Island, Lagos, Nigeria
  2. Claim is validated by Axa Mansard
  3. Claim is processed
  4. You are paid/indemnified

How soon can I get my claim paid?

Axa Mansard will pay all claims in minimum of 48 hours. This is dependent on how fast you are able to provide Axa Mansard all the required information to process your claim.


I am no longer interested in purchasing insurance. How do I return?

There is no return policy on insurance. Once Axa Mansard has issued a certificate of insurance, you cannot return. However, you may wish to transfer the beneficiary of your policy to someone else.


Does Jumia transfer my details to Axa Mansard?

Yes. Jumia sends to Axa Mansard your basic details like Name, Phone No, Email address. Jumia does not share your account details and password are securely protected.