Why was my Supera Care claim denied?

To ensure a fair and fast process for all travelers, Supera Care follows strict eligibility rules. Your claim may be rejected if it falls under any of the following categories:

1. Issues Not Related to Network Failure

• Customer Negligence: Issues caused by incorrect manual settings, accidental deletion of the eSIM profile, or failure to follow the provided installation instructions.
• Device Limitations: If your device is not eSIM compatible or is carrier-locked, this is not covered by Supera Care.
• Physical Damage: Electrical or mechanical damage to the phone, hardware defects, or software issues caused by viruses/malicious code.

2. Quality & Performance Thresholds

• Temporary Disruptions: Temporary slow speeds (throttling), minor signal fluctuations, or short disconnections that are not officially recognized as a carrier outage.
• Self-Caused Delays: Losses caused by personal delays that are unrelated to the actual communication failure.

3. Missing Documentation (Most Common Reason)

• No Official Receipts: Any expense (alternative eSIM, taxi, hotel, or tour) without a clear, valid, and readable official receipt will be excluded.
• Lack of Proof: Failure to provide screenshots or evidence of the technical error at the time it occurred.
• Late Submission: Claims submitted more than 30 days after the service completion date will not be accepted.

4. Refund & Payout Conflict

• Double Claiming: You cannot receive both a standard refund and a Supera Care payout for the same order.
• Replacement Rule: If you purchased a replacement product due to an error, the original order refund is excluded. Only the replacement product and associated losses will be covered through the Supera Care payout.

5. External Factors

• Damage or loss caused by war, civil unrest, riots, or natural disasters.
• External system changes such as unauthorized repairs, programming modifications, or disassembly.

If you believe your claim was wrongly denied, please contact our support team with your Order ID for further review.

Updated on: 16/02/2026