Enter Title

Theft & Loss

100

How many incidents of theft or loss coverage does a customer get every 12 months with AppleCare Theft + Loss?

Up to 2, subject to a deductible

200

True or False:

Customers can file their Theft & Loss Claims with a Genius Bar appointment. 

False. 

300

Name 3 countries that have AppleCare Theft & Loss Available. 

• Australia
• Austria
• Chile
• Denmark
• Finland
• France
• Germany
• Italy
• Ireland
• Japan
• Netherlands
• New Zealand
• Norway
• Spain
• Sweden
• Switzerland
• United Kingdom
• United States

400

What is mandatory to have turned on to have their claim approved?

Find My. 

AP+

100

True or False:

In-store and on-device, AppleCare 2 year & 3 year paid up front plans have been removed. 

True

200

What iPhone purchase methods maintains the option to purchase AppleCare+ as well as AppleCare+ with Theft & Loss. 

The iPhone Upgrade Program & iPhone Payments

300

Name 2 places customers can purchase 2-year & 3-year paid up-front plans.

-Retail Customer Care

-Apple Store Online

-AppleCRM

-AppleCare Contact Center

Deets

100

How would a customer change or cancel their AppleCare+ Plan?

You can link your Apple Account to your AppleCare+ plan and manage it in Settings on your device settings like your other Apple services. 

200

What products only offer annual AppleCare+ plans?

-Home & Audio Products (HomePod, Apple TV, AirPods/Beats)

Scenarios

100

I don't live in the U.S and am just visiting. How can I get AppleCare+ for the device I'm buying here?

It's important to purchase AppleCare+ in the region of your primary residence when you return home. I'm happy to show you how to easily purchase AP+ in your settings on your device. 

200

I never get AppleCare+ with Theft & Loss. What are the benefits?

• You can receive a replacement iPhone in case of theft or loss. And you have global coverage anywhere AppleCare+ with Theft & Loss coverage is available.
• “There’s a seamless claims process, including having a replacement device mailed to your preferred address. It’s a competitive price point for comprehensive device coverage.”

300

This is a present for my daughter, who's in college. I don't want them to have to pay for AppleCare+

• Of course. If you use Family Sharing with your college student and are the organizer, turn on purchase sharing. Then, the monthly or annual amount for AppleCare+ is billed to you instead of them. Just make sure they link their Apple Account to the AppleCare+ plan.”
• “Do you know about Family Sharing? Let me show you how to set it up.”

400

I always get the full 2-year plan. What are the benefits of paying monthly or annually?

• “I totally understand where you're coming from. This option gives you all of the support you’re used to, with no unintended gap or a loss of coverage. And you have a lower up-front cost!”
• “You’ll be able to manage your AppleCare+ plans seamlessly on your device by linking it to your Apple Account. And it’s easy to cancel anytime.”
• “As long as your payment method is current your AppleCare+ plan automatically renews, so your device is always covered with no unintended gap or a loss of coverage..”
• “We offer monthly and annual AppleCare+ plans here in-store. They offer the same benefits, but are easier to manage on your device using your Apple Account. But if you’re interested in paying up-front for a 2-year or 3-year plan with your device, I can help you place an order on apple.com.”