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Start, resume, or track your AT&T Prepaid® claim

Start a claim
Start a claim

For more information on ATT Prepaid device protection plans, including eligibility and enrollment, click hereclick here.

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Here's your deductible:

How our claims process works

Tell us what’s wrongWe'll ask you a few questions to find out whether we’ll need to fix or replace your phone.

Start a claim
Start a claim

Select an optionBased on what’s wrong with your device, we'll let you know if your device is eligible for a repair or replacement.

Track your claimStay updated on your claim every step of the way. We'll get you back up and running fast.

Track a claim
Track a claim

Need more help?

Here are our most common questions and topics. If you still need help, chat with us anytime.

If we’ve requested documentation for your claim, you can upload it here. Providing documentation helps verify your account.
Claims may be fulfilled with a new or refurbished phone of the same model or another model of like-kind and quality and may be previously opened, used, refurbished, or re-manufactured, and/or may contain original or non-original replacement parts. Colors, features, and accessory compatibility are not guaranteed.
Mobile Insurance for AT&T Prepaid:
Terms and conditions
Mobile Protection for AT&T Prepaid:
Terms and conditions
The claim limits are two claims within any consecutive 12 months with a maximum phone value of $2,000 per claim.
Being without your phone is stressful, but your AT&T Prepaid® protection plan covers you against lost or stolen devices.

If your phone is lost or stolen, follow these three steps:
  • Try to locate it. Try to find your device—call or text it from another phone or use a GPS locating service, like Device Manager or Find My® app.
  • Suspend your service. If you can’t find your device, lock it down remotely and temporarily suspend your service to prevent unauthorized use. Suspend your service or block your device or call AT&T at 866-727-1998.
  • Replace your device. If you’re enrolled in an AT&T device protection plan, Start a claim.

For claims approved by 11:59pm CT:
  • Monday-Thursday - Replacement will arrive the next day
  • Friday - Replacement will arrive on Monday
  • Saturday - Replacement will arrive on Monday
For claims approved by 9:59pm CT:
  • Sunday - Replacement will arrive on Monday
Deliveries to Alaska, Hawaii, Puerto Rico and U.S. Virgin Islands cannot be shipped for next day delivery.
If we’ve requested documentation for your claim, you can upload it here. Providing documentation helps verify your account.
The claim limits are two claims within any consecutive 12 months with a maximum phone value of $2,000 per claim.
Claims may be fulfilled with a new or refurbished phone of the same model or another model of like-kind and quality and may be previously opened, used, refurbished, or re-manufactured, and/or may contain original or non-original replacement parts. Colors, features, and accessory compatibility are not guaranteed.
Being without your phone is stressful, but your AT&T Prepaid® protection plan covers you against lost or stolen devices.

If your phone is lost or stolen, follow these three steps:
  • Try to locate it. Try to find your device—call or text it from another phone or use a GPS locating service, like Device Manager or Find My® app.
  • Suspend your service. If you can’t find your device, lock it down remotely and temporarily suspend your service to prevent unauthorized use. Suspend your service or block your device or call AT&T at 866-727-1998.
  • Replace your device. If you’re enrolled in an AT&T device protection plan, Start a claim.

Mobile Insurance for AT&T Prepaid:
Terms and conditions
Mobile Protection for AT&T Prepaid:
Terms and conditions
For claims approved by 11:59pm CT:
  • Monday-Thursday - Replacement will arrive the next day
  • Friday - Replacement will arrive on Monday
  • Saturday - Replacement will arrive on Monday
For claims approved by 9:59pm CT:
  • Sunday - Replacement will arrive on Monday
Deliveries to Alaska, Hawaii, Puerto Rico and U.S. Virgin Islands cannot be shipped for next day delivery.
Mobile Protection for AT&T Prepaid includes both Mobile Insurance for AT&T Prepaid and ProTech for AT&T Prepaid. Mobile Insurance for AT&T Prepaid is underwritten by Continental Casualty Company, Chicago, IL, a CNA Company, and administered by Asurion Protection Services, LLC (in Iowa, Lic. #1001002300; in California, Asurion Protection Services Insurance Agency, LLC, Lic. #0D63161; in Puerto Rico, Asurion Protection Services of Puerto Rico, Inc.), a licensed agent of CNA.
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