Ingignis Academy Trust

Reporting Faults or Damage

Device Care Guide

This guide explains how school devices must be looked after at home, at school and while travelling between the two. The insurance policy covers sudden and unexpected accidental damage, but it does not cover every type of damage. Claims may be declined if the device has not been looked after properly, if reasonable care has not been taken, or if the damage could reasonably have been avoided. Please read this guide carefully and follow it whenever the device is used, carried or stored.

Chromebook Care Guide 

Faulty or Damaged Chromebook?

This guide explains what to do if your student's Chromebook stops working or gets damaged.

As long as your device has a valid warranty or insurance policy, the process is exactly the same regardless of how the device was funded (paid outright, monthly payments, Pupil Premium, or the Welfare Fund). Please note that while warranty (for faults) and insurance (for accidental damage) are two separate policies, both are fully managed by our partner, edde education.

Step 1: Identify the Issue

Scenario A: There is visible physical damage (e.g., cracked screen, missing keyboard keys, dropped device).

Action: Skip the school IT desk and go directly to Step 2 to start an insurance claim with edde.

Scenario B: The device is not working, but there is no visible damage (e.g., frozen screen, won't turn on, battery won't charge).

Action: Have your student take the device to the school’s IT department first. IT will attempt a Factory Reset to fix the issue.

If the reset works: The device will be handed back to the student ready to use.

If the reset fails: You will need to start a warranty claim. Proceed to Step 2.

Step 2: The edde Claim Process

If your device needs to be repaired or replaced, please follow these steps:

Contact edde education:
Reach out to the edde team by emailing hello@edde.education or calling 01494 611465. They will troubleshoot the issue with you and explain how to make a claim.

Submit your claim:
You will receive a follow-up email from edde with a link to their online claims portal. Submit your claim details through this link.

Get your Claim Reference Number:
Once edde approves your claim, they will update their portal and notify the school's IT team. You will be given a Claim Reference Number.

Hand in the device and get a loaner:
Your student must take the broken device and the Claim Reference Number to the school's IT department. The IT team will prepare the broken device for collection (including removing its school licenses) and issue your student a temporary loan device.

Collect the repaired device:
Once the repaired or replacement device is returned to the school, the IT team will set it up for use. Your student will simply need to return the loan device to collect their working Chromebook.