Indemnity for damaged appliances
Are you a supplier? Create an online account and quickly submit your customers’ requests!
If you are an electricity supplier, you can easily and quickly create an online account on our website to submit indemnity claims for your customers directly from your online account. Log in if you already have one.
On your account’s main page, you will find the “Servicii online legate de contract” category in the right-hand menu. Click on the “Despăgubiri” option to submit indemnity claims for consumers.
Find out in which situations you can receive indemnity if you are a residential customer or prosumer.
We, your distribution operator, ensure a continuous power supply to your home at optimal operating parameters. However, in some cases, our distribution networks may be affected by power surges. This may cause incidents in your household’s internal electrical installation, directly impacting some of your appliances, which may burn out or malfunction. If such a situation occurs, you are entitled to indemnity from us, in accordance with legal provisions, if you are a residential consumer or a prosumer and all of the following conditions are met:
The equipment was damaged due to a power surge in our distribution network.
The power surge was not caused by an atmospheric event, such as lightning.
You have an active electricity supply contract.
You have submitted a written request to your electricity supplier in due time.
Find out below how you can receive indemnity from us:
Submitting the indemnity request
Responsible
customerEstimated duration
10 working daysDownload and fill in the indemnity request form here. Then, you need to submit it to your electricity supplier within ten business days.
Submitting the request to the distributor
Responsible
supplier and distributorEstimated duration
3 working daysOnce your supplier receives the request, they will forward it to us, your electricity distributor, within a maximum of three business days.
Verifying the situation
Responsible
distributorEstimated duration
10 working daysOnce we receive your request, we will contact you and arrange a visit to your home to verify the reported situation. From the moment we receive your request, we are required to complete this verification within ten working days.
The assessment of the situation
Responsible
distribuitorEstimated duration
3 daysAfter the verification, we assess the situation and, within a maximum of three days after the on-site visit, we inform the supplier whether indemnity will be granted.
Decision notification
Responsible
supplierEstimated duration
3 daysWithin a maximum of three days after receiving our conclusion, the supplier will notify you of the decision.
Submitting supporting documents
Responsible
customerEstimated duration
60 daysIf you are eligible for indemnity, you must submit supporting documents (invoice/receipt/self-declaration including the purchase date) for each damaged appliance to your supplier within 60 business days of receiving the notification.
Calculating indemnity
Responsible
supplier and distributorEstimated duration
5 working daysOnce we receive the necessary documents from your electricity supplier, we calculate the indemnity amount and inform the supplier within a maximum of five business days.
Payment of indemnity
Responsible
distributorEstimated duration
– daysThe supplier will process the indemnity payment to you; the time frame for the payment is specified in the supply contract you signed with them.