Devices
DEVICE PROTECTION
What is Sapphire Device Protection?
A. Sapphire Device Protection helps protect your phone against eligible accidental screen and liquid damage, giving you access to repair support when accidents happen.
Is the first 30 days really free?
A. Yes. Eligible MTN customers receive their first 30 days of protection FREE, courtesy of MTN. No payment is required to activate the complimentary protection.
Who is eligible?
A. Eligible MTN customers with supported smartphone models can enrol, provided the device meets the applicable eligibility requirements and is in good working condition when registered.
What devices are covered?
A. A wide range of eligible smartphone models are supported. The customer will be able to select their device from the available device catalogue during registration. Applicable renewal pricing will depend on the device.
What does the protection cover?
A. The protection covers eligible accidental screen and liquid damage, subject to the applicable Terms & Conditions.
Does it cover theft or loss?
A. No. The current MTN Device Protection offer covers eligible accidental screen and liquid damage. Theft, loss and misplacement are not covered.
How do I enrol?
A. Eligible customers will receive an invitation from MTN with a link to the WhatsApp registration journey.
Registration takes less than a minute. Customers provide their basic details, select their device and enter the device IMEI.
To display your IMEI, dial *#06#. If this does not work on your device, the IMEI can also be found in the device settings.
Do I need to pay anything when registering?
A. No. There is no payment required to activate the initial FREE 30-day protection.
Do I need to upload pictures of my phone?
A. Yes. After registration, customers are asked to upload two clear device photos:
- Front of the phone with the IMEI displayed on the screen.
- Back of the phone.
Use another phone or camera to photograph the IMEI displayed on your screen. Do not submit a screenshot.
The required device images must be submitted before the device becomes eligible for claims.
When will I receive my Device Protection Certificate?
A. Your Device Protection Certificate will be issued after the required device photographs have been successfully submitted.
How do I make a claim?
A. Customers can initiate a claim through the same WhatsApp channel by typing CLAIM.
The customer will then be guided through the claims process and, where applicable, directed to an authorized repair center.
Can I make a claim during the FREE 30 days?
A. Yes, subject to the applicable eligibility requirements and Terms & Conditions.
If an eligible claim occurs during the complimentary period, the customer must first pay the applicable annual protection fee and the 20% excess before an approved repair can proceed.
What is the 20% excess?
A. The excess is the portion of an approved repair cost that the customer contributes towards the claim. For this protection, the customer pays 20% of the approved repair cost, while the protection covers the balance, subject to the applicable Terms & Conditions.
How long will a repair take?
A. Repair time depends on the device, type of damage, parts availability and repair location. Customers will be advised of the expected turnaround time after assessment.
What happens after my FREE 30 days?
A. Before the complimentary protection expires, customers will receive reminders explaining how to continue their protection.
Renewal is optional and is not automatic.
How much does it cost to continue after the FREE period?
A. Qualifying devices within the MTN Device Protection category can continue for ₦6,000 per year.
Other eligible devices will be charged the applicable Sapphire Device Protection annual fee based on the device. The applicable amount will be clearly shown to the customer before payment.
When do I receive the MTN Data Reward?
A. The MTN Data Reward is available following successful annual renewal/payment. It is not provided simply for activating the initial complimentary period.
The exact reward and provisioning process will be communicated in accordance with the agreed MTN offer.
How will I know when my free protection is about to expire?
A. Customers will receive automated reminders before expiry through the agreed customer communication channels, showing the expiry date, applicable renewal price and how to continue their protection.
Can I transfer the protection to another phone?
A. No. Protection is linked to the registered device and IMEI and cannot ordinarily be transferred to another device.
Can I cancel after paying for annual protection?
A. Customers may discontinue the service; however, the applicable cancellation and refund terms will be governed by the Terms & Conditions.
What could make my claim ineligible?
A. Examples include:
- Device/IMEI not matching the registered device.
- Required device photographs not having been submitted.
- Pre-existing damage.
- Deliberate damage, fraud or misrepresentation.
- Theft, loss or misplacement.
- Damage outside the applicable protection period.
- Failure to meet the applicable claims requirements.
The complete exclusions and limitations will be contained in the Terms & Conditions.
How do I contact Sapphire for help?
Customers can type HELP in the WhatsApp conversation.
The legacy support channels currently listed are:
Phone: 02092204001 / 02014146393
WhatsApp: +234 704 626 7809
Email: notifications@sapphirevirtual.com