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Extended Warranties and Insurance for Mobile and Non-Mobile Consumer Products in the Netherlands is about the market for extended warranties and insurance sold in conjunction with white goods, brown goods, grey goods, mobile gadgets and mobile phones in the Netherlands.

The study draws on extensive primary and secondary research covering 113 organisations involved in the production and distribution of mobile and non-mobile consumer products including manufacturers, mainstream mobile network operators, mobile virtual network operators (MVNOs), specialised retailers of consumer electronics, supermarkets and other types of retailer (namely, department stores, DIY outlets, speciality retailers and variety retailers). Hence, it provides a comprehensive overview of this activity across the Netherlands.

Table Of Contents

Extended Warranties and Insurance for Mobile and Non-Mobile Consumer Products in the Netherlands
TABLE OF CONTENTS
0.0 EXECUTIVE SUMMARY ... 1
1.0 INTRODUCTION 3
What is this report about? .. 3
Rationale . 3
Evolving distribution channels both favour and compromise extended warranty provision ... 3
Methodology ... 4
Manufacturer and retailer survey ... 4
The survey's scope covers 113 manufacturers and retailers of mobile and non-mobile consumer products ... 4
Market data . 4
Distribution channels for retailers ... 5
Definitions ... 6
Extended warranties and insurance .. 6
Extended warranties and insurance linked to consumer products come in a variety of formats… 6
…and are frequently marketed to consumers under alternative titles . 6
Premiums and other revenues ... 7
Operating models ... 7
Weighted shares . 7
PartnerBASE and market data annexe 7
Finaccord 8
2.0 WHITE GOODS .. 9
Introduction . 9
Underlying market value and volume.. 10
The value of the white goods market edged up by around EUR 130 million between 2009 and 2013 ... 10
Manufacturers' original warranty length and consumer law... 11
Provision of two-year original warranties is ubiquitous among white goods manufacturers… . 11
Manufacturer schemes for extended warranties and insurance ... 12
… but only a minority have set up an extended warranty program… ... 12
… including Bosch, Electrolux, Miele, Samsung and Whirlpool 12
Retailer schemes for extended warranties and insurance . 14
Well over a half of retailers of white goods in the Netherlands promote extended warranties . 14
Actua Assurantiën and EWP hold the most partnerships among retailers of white goods… ... 15
…with the relationships of the former company scoring highly in weighted terms 15
Actua Assurantiën combined its product protection propositions under one brand in 2012 . 15
EWP is a sister company to Germany-based Wertgarantie within AEGIDIUS Rückversicherung .. 15
Risk coverage of all schemes for extended warranties and insurance . 17
Most extended warranties for white goods in the Netherlands also cover accidental damage 17
Independent distribution channels .. 17
Market value for extended warranties and insurance 18
Market forecasts to 2017 . 19
The white goods market is forecast to experience slightly stronger growth through to 2017… ... 19
…which means that the outlook for the related market for extended warranties is quite positive 20
3.0 BROWN GOODS.. 21
Introduction ... 21
Underlying market value and volume.. 22
The value and volume of sales of brown goods both increased modestly between 2009 and 2013 ... 22
Manufacturers' original warranty length and consumer law... 23
Over half of brown goods manufacturers offer a two-year original guarantee in the Netherlands ... 23
Manufacturer schemes for extended warranties and insurance ... 24
Extended warranties offered by manufacturers of brown goods are not especially widespread . 24
Retailer schemes for extended warranties and insurance . 26
Most retailers selling extended warranties for brown goods do so via external partners… .. 26
… although two utilise a captive provider… 26
… and eight apparently manage their schemes on a purely internal basis ... 26
Actua Assurantiën holds the highest weighted share of partnerships in this sphere 27
Risk coverage of all schemes for extended warranties and insurance . 29
Over two thirds of extended warranty schemes for brown goods include cover for accidental damage . 29
Independent distribution channels .. 29
Market value for extended warranties and insurance 30
Market forecasts to 2017 . 31
The Dutch market for brown goods is predicted to continue modest growth through to 2017… . 31
…feeding through to a similar rise in the associated extended warranty market .. 32
4.0 GREY GOODS .. 33
Introduction ... 33
Underlying market value and volume.. 34
The value of the Dutch grey goods market declined by around EUR 65 million between 2009 and 2013 .. 34
Manufacturers' original warranty length and consumer law... 35
The original guarantee of a significant proportion of manufacturers of grey goods is limited to just one year . 35
Manufacturer schemes for extended warranties and insurance ... 36
Manufacturer extended warranty programs for grey goods are comparatively widespread…. 36
… with two external insurance providers visible in the analyses of partnerships .. 36
Retailer schemes for extended warranties and insurance . 38
Among retailers of grey goods, three operating models are visible for their extended warranty programs . 38
Actua Assurantiën and Harmony Financial Services are the most prominent partners in weighted terms . 38
Risk coverage of all schemes for extended warranties and insurance . 40
Cover for accidental damage is usually on offer within extended warranties for grey goods ... 40
Independent distribution channels .. 40
An alternative buying option is available to consumers through Computerverzekeren.nl 40
Market value for extended warranties and insurance 41
Market forecasts to 2017 . 42
The value of the market for grey goods is predicted to carry on falling between 2013 and 2017… 42
…and a decrease in take-up rates portends a contraction of the extended warranty market .. 43
5.0 MOBILE GADGETS . 44
Introduction ... 44
Underlying market value and volume.. 45
Trends in the Dutch mobile gadget market broadly reflect those in evidence globally . 45
Manufacturers' original warranty length and consumer law... 46
Two-year original guarantees are most often provided by manufacturers of mobile gadgets… .. 46
Manufacturer schemes for extended warranties and insurance ... 47
… although a half also invite consumers to purchase an extended warranty ... 47
AIG and London General Insurance are both involved as external partners in this field .. 47
Retailer schemes for extended warranties and insurance . 49
Retailers of mobile gadgets are more likely to offer extended warranties than not ... 49
The supply structure in this area is fairly fragmented, especially when viewed in unweighted terms… .. 49
… with one retailer having as many as three separate policies from different partners ... 49
ACE European Group benefits from its partnerships with both T-Mobile and Vodafone . 50
Risk coverage of all schemes for mobile gadget insurance .. 52
A substantial number of mobile gadget schemes provide coverage for insurable risks ... 52
Independent distribution channels .. 53
Consumers can acquire mobile gadget cover from a broad range of independent providers.. 53

Market value for extended warranties and insurance 54
Market forecasts to 2017 . 56
Both the value and volume of the mobile gadget market will continue rising through to 2017… . 56
…although this will not necessarily translate into growth for related extended warranties and insurance ... 57
6.0 MOBILE PHONES 58
Introduction ... 58
Underlying market volumes . 59
Around 2 million additional mobile phone subscriptions were taken out between 2009 and 2013… .. 59
…causing the number of individuals with a mobile phone to rise by around 700,000 .. 60
Manufacturers' original warranty length and consumer law... 61
Almost all manufacturers of mobile phones offer an original warranty lasting two years.. 61
Manufacturer schemes for mobile phone insurance .. 62
Extended warranties or insurance are on offer in the Netherlands from five mobile phone manufacturers… 62
… two of which utilise external partners for this purpose ... 62
Retailer schemes for mobile phone insurance ... 64
Five different operating models are in evidence for retailer mobile phone insurance programs… .. 64
… with KPN having changed the one that it uses in recent years . 65
There are ten non-internal sources of mobile phone cover used by mobile network operators or retailers 65
Risk coverage of all schemes for mobile phone insurance ... 67
A third of schemes potentially offer coverage against loss of a handset in the Netherlands 67
Independent distribution channels .. 68
Independent providers include CoverYou Verzekeringen, Digiwise, Robiz-Assurantiën and SoZeker ... 68
Market value for mobile phone insurance ... 69
Market forecasts to 2017 . 70
Mobile phone subscriptions per capita are expected to reach 1.45 by 2017… 70
… pushing up the proportion of the population with a mobile handset to almost 83% . 71
Both premiums and policies in force for mobile phone insurance are likely to grow quite significantly 72
LIST OF GRAPHICS / TABLES
0.0 EXECUTIVE SUMMARY ... 1
Approximate market value for extended warranties and insurance linked to mobile and non-mobile consumer products in the Netherlands, 2009, 2013 and 2017 (forecast) ... 2
Approximate market value for extended warranties and insurance linked to mobile and non-mobile consumer products in the Netherlands, 2009, 2013 and 2017 (forecast) (table) ... 2
1.0 INTRODUCTION 3
Organisations researched in the Netherlands, segmented by type, 2014 .. 4
Retailers researched in the Netherlands segmented by distribution channel, 2014 .. 5
2.0 WHITE GOODS .. 9
Value and volume of sales of white goods in the Netherlands, 2009 and 2013 ... 10
Comparative length of original warranties offered by manufacturers of white goods in the Netherlands, 2014 .. 11
Manufacturer schemes for extended warranties and insurance linked to white goods in the Netherlands: provision rates and operating models, 2014 ... 12
Manufacturer schemes for extended warranties and insurance linked to white goods in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 13
Retailer schemes for extended warranties and insurance linked to white goods in the Netherlands: provision rates and operating models, 2014 ... 14
Retailer schemes for extended warranties and insurance linked to white goods in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 16
Risk coverage of all schemes for extended warranties and insurance linked to white goods in the Netherlands, 2014 17
Approximate market value for extended warranties and insurance linked to white goods in the Netherlands, 2009 and 2013 ... 18
Value and volume of sales of white goods in the Netherlands, 2013 and 2017 (forecast) .. 19
Approximate market value for extended warranties and insurance linked to white goods in the Netherlands, 2013 and 2017 (forecast) .. 20
3.0 BROWN GOODS.. 21
Value and volume of sales of brown goods in the Netherlands, 2009 and 2013 . 22
Comparative length of original warranties offered by manufacturers of brown goods in the Netherlands, 2014 .. 23
Manufacturer schemes for extended warranties and insurance linked to brown goods in the Netherlands: provision rates and operating models, 2014 ... 24
Manufacturer schemes for extended warranties and insurance linked to brown goods in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 25
Retailer schemes for extended warranties and insurance linked to brown goods in the Netherlands: provision rates and operating models, 2014 ... 27
Retailer schemes for extended warranties and insurance linked to brown goods in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 28
Risk coverage of all schemes for extended warranties and insurance linked to brown goods in the Netherlands, 2014 29
Approximate market value for extended warranties and insurance linked to brown goods in the Netherlands, 2009 and 2013 ... 30
Value and volume of sales of brown goods in the Netherlands, 2013 and 2017 (forecast) 31
Approximate market value for extended warranties and insurance linked to brown goods in the Netherlands, 2013 and 2017 (forecast) .. 32
4.0 GREY GOODS .. 33
Value and volume of sales of grey goods in the Netherlands, 2009 and 2013 34

Comparative length of original warranties offered by manufacturers of grey goods in the Netherlands, 2014 .. 35
Manufacturer schemes for extended warranties and insurance linked to grey goods in the Netherlands: provision rates and operating models, 2014 ... 36
Manufacturer schemes for extended warranties and insurance linked to grey goods in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 37
Retailer schemes for extended warranties and insurance linked to grey goods in the Netherlands: provision rates and operating models, 2014 ... 38
Retailer schemes for extended warranties and insurance linked to grey goods in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 39
Risk coverage of all schemes for extended warranties and insurance linked to grey goods in the Netherlands, 2014 40
Approximate market value for extended warranties and insurance linked to grey goods in the Netherlands, 2009 and 2013 . 41
Value and volume of sales of grey goods in the Netherlands, 2013 and 2017 (forecast) ... 42
Approximate market value for extended warranties and insurance linked to grey goods in the Netherlands, 2013 and 2017 (forecast) . 43
5.0 MOBILE GADGETS . 44
Value and volume of sales of mobile gadgets in the Netherlands, 2009 and 2013 . 45
Comparative length of original warranties offered by manufacturers of mobile gadgets in the Netherlands, 2014 .. 46
Manufacturer schemes for extended warranties and insurance linked to mobile gadgets in the Netherlands: provision rates and operating models, 2014 47
Manufacturer schemes for extended warranties and insurance linked to mobile gadgets in the Netherlands: unweighted and weighted provider share of partnerships, 2014 48
Retailer schemes for extended warranties and insurance linked to mobile gadgets in the Netherlands: provision rates and operating models, 2014 ... 50
Retailer schemes for extended warranties and insurance linked to mobile gadgets in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 51
Risk coverage of all schemes for extended warranties and insurance linked to mobile gadgets in the Netherlands, 2014 52
Approximate market value for extended warranties and insurance linked to mobile gadgets in the Netherlands, 2009 and 2013 ... 55
Value and volume of sales of mobile gadgets in the Netherlands, 2013 and 2017 (forecast) 56
Approximate market value for extended warranties and insurance linked to mobile gadgets in the Netherlands, 2013 and 2017 (forecast) .. 57
6.0 MOBILE PHONES 58
Volume of mobile phone subscriptions and subscriptions per capita in the Netherlands, 2009 and 2013 . 59
Number of individuals owning a mobile phone in the Netherlands and their weighting within the total population, 2009 and 2013 .. 60
Comparative length of original warranties offered by manufacturers of mobile phones in the Netherlands, 2014 .. 61
Manufacturer schemes for extended warranties and insurance linked to mobile phones in the Netherlands: provision rates and operating models, 2014 ... 62
Manufacturer schemes for extended warranties and insurance linked to mobile phones in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 63
Retailer schemes for extended warranties and insurance linked to mobile phones in the Netherlands: provision rates and operating models, 2014 ... 64
Retailer schemes for extended warranties and insurance linked to mobile phones in the Netherlands: unweighted and weighted provider share of partnerships, 2014 ... 66
Risk coverage of all schemes for extended warranties and insurance linked to mobile phones in the Netherlands, 2014 67
Approximate market value and policies in force for extended warranties and insurance linked to mobile phones in the Netherlands, 2009 and 2013 69
Volume of mobile phone subscriptions and subscriptions per capita in the Netherlands, 2013 and 2017 (forecast) ... 70
Number of individuals owning a mobile phone in the Netherlands and their weighting within the total population, 2013 and 2017 (forecast) . 71
Approximate market value and policies in force for extended warranties and insurance linked to mobile phones in the Netherlands, 2013 and 2017 (forecast) ... 72

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