I bought the extended warranty for my iPod 5 and received by e-mail immediately the documents. I then noticed after about a year, my Apple warranty only a year comes, the extended warranty but will come into force only after 2 years, I then called the freephone service hotline, and after yet another mail was the date changed. Approximately 1Monat later, shortly after the extended warranty has come into force, my iPod screen is broken, after a couple of free telephone calls, and by completing the claim form, the iPod was picked up after a week of UPS, and came after about three weeks repaired back. Practically especially the free service hotline. The service was really great!
I can not promise, of course, that always everything is going so well, but in my case it went really well.