Is the CareHub insured against damage or theft?

Lumin doesn't provide insurance on the CareHub or peripherals. If the device is damaged accidentally or stolen, here's how it usually works.

What's covered by Lumin

• Manufacturing defects and faults. The CareHub is covered by Lumin's warranty for hardware faults that aren't caused by accident or misuse. If a device fails through no fault of yours, we replace it at no charge.
• Normal wear and tear. Scratches, slightly faded coatings, minor cosmetic age — Lumin doesn't charge for these on a returned rental, and they don't affect the security deposit refund.
• Remote diagnosis and replacement. Where a device is failing, Lumin can diagnose it remotely and arrange a swap. Often this is invisible to the household.

What's not covered by Lumin

• Accidental damage. Dropped, knocked off a table, dog chewed the power cable, child pressed too hard on the screen — these aren't covered by Lumin.
• Theft. If the CareHub is stolen, Lumin doesn't replace it for free.
• Water damage. The CareHub isn't waterproof.
• Misuse. Modifying the device, installing unsupported software, or using non-Lumin accessories that damage it.

What home contents insurance usually does

For rented CareHubs, household contents insurance (the policy that covers your TV, fridge, computer, etc.) usually treats the CareHub like any other piece of valuable electronics in the home. If it's damaged or stolen, you'd claim through your contents insurer — typically the same process as you'd use for any household appliance. For outright purchases, the CareHub becomes the household's property and is treated as such by insurers. Same advice — claim through contents insurance. A few practical tips:

• Check your policy. Some contents insurance has limits per item, particular exclusions for portable electronics, or excess fees that may not be worth it for the CareHub's value. Read the small print.
• Tell your insurer the CareHub is in the home. Some policies require items above a certain value to be specifically listed.
• Keep a record of the purchase or rental agreement. Lumin can provide documentation of the device value if needed for a claim.

What to do after damage or theft

If the CareHub is damaged or stolen:

1. Make sure everyone is safe. Belongings can be replaced; people can't.
2. Contact Lumin Support. We'll suspend the device on our end (so a stolen device can't be used) and confirm whether it's still functional.
3. Contact your insurer if you'd like to claim. We can provide a valuation letter if helpful.
4. Contact police in the case of theft.
5. Order a replacement through Lumin if needed — talk to Lumin Support about the fastest way to get a new device set up.

Replacement after damage or loss

If a replacement is needed and the existing device wasn't covered by insurance:

• Rental customers: A new device can be ordered, with a new setup fee. The original security deposit doesn't transfer; a new one is required.
• Purchase customers: A new device is at the current purchase price. In genuine hardship cases (financial difficulty, vulnerable circumstance), talk to Lumin Support — we'll do what we can to find a path forward.