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Silen Care and claims: how to make every claim count

Published
24.11.2025
Reading Time
~2 mins

Starting January 1, 2025, all Silen assembly and maintenance work must be carried out using the Silen Care web app to qualify for warranty coverage. Silen Care is a simple, no-download tool that guides you step by step through assembly, maintenance, and warranty registration. It’s also the same place where you file warranty claims — either directly through the Silen Care app or via claims.silen.com.

  • If you’re new to Silen Care, take a look at our full setup and maintenance guide here.

  • Assembly manuals, videos and other guidance materials are available here in Assets.
    If you don’t have access, please contact your Silen Account Manager.

Filing a claim the right way

The Silen Claims process has become smoother since its launch, but some recurring mistakes still delay claim resolution. Here’s how to make sure your claim is handled as quickly as possible:

  • Submit the claim through Silen Care app or claims.silen.com. Each Silen product package includes a yellow-black label with a QR code that takes you directly to the app.

  • Fill in all fields carefully. Every detail matters, especially the contact person information — that’s how our quality team reaches you for clarifications or to arrange replacement parts. Incorrect or missing contacts remain one of the main reasons for delays.

  • Describe the issue clearly and provide complete information. We need a clear, factual explanation of what happened, supported by correct visuals. When descriptions or visuals are incomplete, installers often need to return to the site to take additional photos or gather missing details, which slows the process and adds unnecessary cost.

  • Add correct and clear visuals. Include both:

    • a close-up photo showing the defect (scratch, crack, misalignment, etc.), and

    • a wider photo that shows the product and location of the defect.
      All images must be taken before installation, right after unpacking, as post-assembly photos are not accepted.

  • Report transport or visible damage immediately upon unpacking. If the packaging shows damage, take photos straight away.

  • Use the Assembly Support line before submitting a claim. Many issues reported as claims are actually assembly-related and can be solved on the spot. Installation teams can reach our dedicated Assembly Support via WhatsApp at +372 5561 1604 (9:00–20:00 EET). Support is available in English and Estonian.

This number is strictly for assembly questions — please make sure your installers have it before they start the build.

Once the claim is submitted, Silen’s Quality Team reviews it and responds within 48 hours — either asking for clarification or confirming the next steps.

Keeping the process clear

All warranty and claim communication is handled only by Silen’s Quality Team via the claim form or [email protected]. Agreements or discussions with sales representatives or local partners do not replace this process.

By submitting complete and accurate claims, you help us resolve issues faster, ensure full transparency, and keep every Silen product performing as intended.