Repair Process for Student Learning Device

When a student learning device is broken it may be repaired under the manufacturer's warranty as outlined in the warranty section or under insurance, or at the owner’s cost if neither insurance or warranty cover apply. In all aspects the school manages the responsibility of the relationship with the whanau. This section provides guidance on how this process may take place in your cluster.

The Insurance company, will consider paying out on claims when the problem is due to accidental damage where the insurance company deems that the student has taken reasonable care of the device. The behaviours that make up reasonable care of your device are included in the Kawa of Care Agreement and attached to every new device.  Taking Care of Your Device

To determine whether the device will be repaired under warranty or via an insurance claim your IT Provider will carry out an initial assessment and either repair it or send the damaged device away for a warranty assessment. If the device is not covered under warranty then the process for an insurance claim begins.  (If the device is not covered by insurance then the device will be repaired at owners cost)

Insurance Claim Process

The insurance policy covers each device for 36 months for loss and accidental damage. The insurance process is jointly initiated and managed by your school and IT Provider .

 Purchase Period Excess  Insurer / Link to online form
 1st July 2017 - 26 November 2019 $0 Crown/Autosure
 November 2019 - current  $0 NLG/Assurant

  • Check The NLG Partnerhub to initiate a claim (check policies etc)

  • The claims can also be made online  Crown/Autosure and  NLG/Assurant

  • The device is repaired/replaced under the insurance programme and returned to the School.
  • The parent can reinsure a replacement device through the school or trust you can find information about how to do this on the nlg page


  1. If the Kawa of Care agreement is not adhered to and/or the Insurance claim is not accepted, the parent is then liable for the full cost of the repair. The repair cost needs to be paid in full before the manufacturer will repair it.

  2. The Trust as the purchaser of the devices is the policyholder. However the parent, who has entered into the credit sale contract with the Trust, is responsible for signing the form and answering “How the loss or damage occurred and who was involved? Including obtaining a Police Report if the device was stolen while under owner care.

  3. Payments towards the cost of the device, agreed to in the credit sale contract, must be kept up to date while the device is being repaired.


This section sets out the terms and conditions for the warranty coverage for each device. The Trust negotiates an extended manufacturer's warranty so that devices are covered for the three years of their intended life. The warranty covers a 3 year period from when the Trust purchases the devices.

What is the warranty period?

  • Every device and bag(starting 2017) is covered with a manufacturer's warranty for three years from the date of purchase by MET. Note that this may be earlier than the date of the credit sale contract signed by each parent. The warranty continues for the period if a learner should leave the cluster see below claiming if you have left a cluster.

What is covered under warranty ?

  • Electrical and mechanical faults are covered for replacement parts and labour costs.

What is not covered under warranty?

  • Damage to the device due to neglect, abuse, wilful act or misuse such as water damage, impact, loss or theft

  • Problems or malfunctions caused by unauthorised repair/modifications or failure to follow the manufacturer's installation, operation and maintenance instructions

  • Configuration and programming changes

  • Non-operating cosmetic faults, paint or product finish

  • Lost or stolen devices

Claiming on Warranty if you have left a cluster
  • Warranty is a legal matter and goes with the device for the duration. However, when student leaves the cluster it is the parent responsibility to follow up. Just as if it had been bought from a store. The process is to call the
    The 0800 number which is 0800 223 769 for Acer Warranty repairs
  • This warranty card is the right one for NZ: