Handset Insurance FAQs
What should I do first?
Should your cell phone be lost or stolen, contact your wireless provider immediately to suspend service and ensure you do not incur unauthorized charges.
How do I file a claim?
To initiate a claim with Asurion, you must be the authorized user on the wireless account—meaning your name and address appear on the cell phone bill or you have been designated by the account holder as an authorized user. You will need to provide us:
- Manufacturer and model of equipment that you are claiming (Click here to find your make and model.)
- Equipment purchase date
- Wireless number
- Name of wireless provider
You may be required to report the loss to your local police department if the phone is lost or stolen. If so, we will need the following information:
- Police report number
- Officer's name and badge number
- Precinct telephone number
If the precinct does not complete a police report for lost/stolen equipment, you will simply need the officer's name and/or badge number and the precinct telephone number.
Once your claim is approved, you will need to pay a deductible. (Please see your product brochure for the specific amount.)
How do I determine the make and model of my phone?
There are three easy ways:
- Remove the battery from the back of the phone. A model number should be displayed on the sticker on the inside back of the phone under the battery.
- Check your phone's original box; the model should be clearly marked on the outside of the box.
- Check your original receipt of purchase for the make and model listed on the receipt.
Why can’t you look up my account information with my carrier?
Asurion does not have access to all the necessary information necessary to file an insurance claim.
Why do they need the purchase date?
Phones less than one year old may be covered by the manufacturer’s warranty. We do not want you to file an unnecessary insurance claim that will apply toward your claim maximum and could affect your ability to file a claim in the future if your phone is covered by the manufacturer’s warranty.
How many claims am I allowed?
Subscribers are typically allowed two completed claims in a 12-month period. The 12-month period begins when you file your first claim and ends 12 months later. Consult your carrier’s handset insurance brochure for actual terms and conditions and state variations.
How do I return the damaged phone?
When you receive your replacement phone from Asurion, it will include a postage paid business reply padded envelope. You simply drop the damaged phone in the envelope and drop it in any U.S. Postal Service mailbox. There are no additional labels and no forms. Simply place the damaged phone in the envelope and drop it in the mail!
It is a requirement of your handset insurance program that you return the damaged phone to Asurion or you could be charged up to $300. If you have additional questions about returning your phone, please contact customer service at the number listed on your insurance brochure.
Why did I not get a new phone?
Asurion’s goal is to provide subscribers with a replacement phone that is the same make and model as the phone they claim. To achieve this goal, many times Asurion utilizes high quality replacement phones.
Choosing a phone is a very personal activity. Customers select the phone based on how they intend to use the phone. In addition, customers have spent additional money choosing accessories for their phones based on their needs. Replacing with the same make and model ensures that the customer has the features they chose and the ability to continue utilizing their accessories.
On occasion, when a like-for-like replacement is not available, Asurion recommends a replacement phone that is of equal quality and has features and functions that match or exceed the phone the customer is claiming.
What if someone makes a false claim about my phone?
In order to protect your account, Asurion takes criminal and civil action against those that commit fraud. Any person who attempts to defraud Asurion by providing false, incomplete or misleading information is guilty of insurance fraud. In addition, claimed phones are deactivated once a claim is fulfilled.