Our Customer Touchpoints

When and what Hakuna communicates to customers

To keep customers up-to-date on their coverage status and make sure their experience with our product protection is a positive one, Hakuna will engage with customers at certain stages of the customer journey, starting right after they purchase product protection.

Here's an overview of these touchpoints so that you can advise customers on when and what they'll hear from us. For more information about the contents of a specific email, please reach out to us!

Confirmation

Right after a customer purchases product protection, we'll send them an email confirming their purchase.

Fulfillment

Once the protected product is fulfilled, we'll send customers an email with their insurance policy and a link to the general insurance conditions.

If the customer purchased product protection post-purchase (i.e., after fulfillment), this email will be sent out immediately after the order confirmation.

Cancellation

If a customer's product protection is cancelled, we'll send them an email confirming the cancellation.

Update to contact details

If a customer changes their contact details (email, address, etc.), we'll send them an email with their updated insurance policy.

Subscription payment

Customers with an annual subscription will get an email from us with information on how to pay for an additional year of protection as the renewal date approaches.

Claims

We'll send customers claim-related emails throughout the claims process. The content will vary depending on the individual case. For more information on the overall claims process, head to the next section.