As soon as you realise that your trainers are damaged (or that they haven’t arrived), call Allianz within 72 hours on the following number: +41 44 283 38 83. Then complete this claim form and email it to info.ch@allianz.com or send a hard copy to the following address: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland. Send the following documents along with your claim form: the purchase receipt (the price and date of purchase must be visible), a transaction receipt (the debit note from your neon app) and proof that the goods were shipped (online shipping confirmation). If your goods were damaged, send photos evidencing this too. 

Online buyer protection covers you if you buy a pair of trainers online but you get the wrong pair, a damaged pair or no trainers at all. Online buyer protection covers goods if you’ve paid for at least 60% of the value with your neon card; the maximum protected amount is 10'000 CHF a year. 

It couldn’t be easier: fill out this claim form and email it to info.ch@allianz.com or send a hard copy to the following address: Allianz Assistance, Richtiplatz 1, Postfach, 8304 Wallisellen, Switzerland. Send the following documents along with your claim form: the purchase receipt (the price and date of purchase must be visible) and a transaction receipt (the debit note from your neon app). If the item has been damaged, send photos evidencing this too. 

If your goods have been stolen, report this to the local police station within 48 hours of noticing the theft and send your police report along with the above documents. 

Purchase protection covers you if, say, you buy a pair of trainers that are destroyed, damaged or stolen within 90 days of purchasing them. Purchase protection cover applies to goods worth at least 50 CHF and if you’ve paid for at least 60% of the value with your neon card. The maximum protected amount is 2'000 CHF a year. 

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims. 

The return protection refunds you the full price of your purchase if, say, you’ve bought a pair of trainers but don’t want them and the seller doesn’t want to take them back.. Return protection applies to goods worth at least 60 CHF and if you’ve paid for at least 60% of the value with your neon card. The maximum protected amount is 1'000 CHF a year. 

Please note: neon has no authority to make decisions in the event of insurance claims. This is the sole responsibility of the insurance partners. Therefore, please contact the respective partner directly in case of insurance claims. 

It covers «movable goods», so things like headphones, razors, clothes and household goods. Mobile phones, entry tickets and second-hand items are not protected.

Your purchase protection covers things like electronic devices, smartphones and household devices.

The insurance company is probably processing your case at the moment. Depending on how long you have been waiting for a reply, you can contact them by email or phone. In the unlikely event that you still haven't received a reply, you can also contact us: service@neon-free.ch