Compensation for damages

You can choose whether to submit a claim for damages to Caruna or to your own insurance company, depending on your insurance cover. On request, we can send you a damage report form and instructions in the mail. You must submit the claim within a reasonable time of the date you noticed the damage (2 to 3 months).

Caruna shall be liable to pay damages in the case of a network service fault, such as a zero-conductor fault, or if long-term over or under-voltage has damaged your equipment.

The property owner is responsible for providing a surge arrester for their internal network. Devices with the CE Marking must be able to withstand normal, instantaneous voltage spikes occurring during power cuts. Devices are tested for this before they are brought to the market.

Disputes over compensation

If a dispute over compensation cannot be resolved through negotiations between the parties, as a consumer, you can bring the matter to the Consumer Disputes Board. However, before bringing a matter to the Consumer Disputes Board, you must contact the Consumer Advice Service.

Submit a damage report

Submit a damage report

If the power cut has damaged your equipment, you can send us a damage report. 

Follow these steps:

  • Fill in the online damage report form carefully. On request, we can send the form in the mail
  • Itemise the damages and give proof of each in your report
  • Attach the proof (copies of receipts, expert repair valuations or opinions) and clear photographs of the damage to your report
  • If any food has been spoiled, please include clear and comprehensive photos in addition to the specification
  • Send the claim within a reasonable time (2 to 3 months) of the date when you first noticed the damage
  • Keep the damaged equipment until you receive a decision on your claim

We process damage reports on a case-by-case basis. Repair costs constitute the primary basis of indemnity. If the device cannot be repaired or the repair costs exceed its current value, we can base the indemnity on the purchase price of an equivalent device.

If you have any questions about compensation, our Customer Service department will be happy to help you.