How our AT&T Protect Advantage claims process works
1. Submit your claim
We'll ask a few questions to find out what is wrong with your device.Start a claim
2. Fulfillment options
Based on what's wrong, we'll give you repair or replacement options to choose from.
What’s my estimated deductible or claim service fee and screen repair eligibility?
Estimates are based on the chosen device and AT&T protection plan. If not enrolled, estimates are based on chosen device and single line protection.
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Get expert tech help before filing a claim
Every day, our live Pro Tech experts solve thousands of tech problems for people. With hundreds of experts, you’ll get help in seconds instead of waiting around for hours.*
- Backing up the data on your device
- Turning off Find my iPhone
- Wiping the data from your device
* Please note: Experts can only help troubleshoot device issues and will not be able to file claims for a customer.
Experts are available: Monday-Friday, 8 am – 12 am ET & Saturday-Sunday, 10 am – 10pm ET
Need to upload claim documents?
Providing documentation helps prevent false claims being processed on your account. If we’ve requested documentation for your claim, you can upload it here.
Coverage details
View complete terms and conditions of coverage.For AT&T CustomersFor Liberty Customers
| When will I get my replacement? | |
|---|---|
| Claim completed | Delivery day |
| Before 6pm ET on Monday–Friday | Next day |
| Before 3pm ET Saturday | Monday |
| Before 3pm ET Sunday | Tuesday |
If you have AT&T Protech Advantage, you may be eligible for same-day delivery and set up if you complete your claim before 4pm local time. Eligibility is determined during the claim process.
Shipping cost is included for all replacement devices.
Frequently Asked Questions
Is your phone screen cracked?
Lost or stolen phone?
View Terms and Conditions
HomeTech Protection claims
How do I get my exact deductible cost?
Asurion is trusted by 300 million worldwide.
1 Claims fulfilled with a replacement device and approved by 6 p.m. ET will be shipped and, in most cases, delivered the next day. Deliveries to Alaska, Hawaii, Puerto Rico and U.S. Virgin Islands cannot be shipped for next-day delivery. Claims may be fulfilled with new or AT&T Certified Restored equipment, which is previously opened, and/or used (which may be refurbished or remanufactured, and may contain original or non-original replacement parts) of the same model or other models of like kind and quality. See att.com/certifiedrestored for details on these devices. Colors, features and accessory compatibility are not guaranteed.
2 Deductible applies. Limited to eligible devices in select areas. Newly launched devices models may not be eligible for repair. Visit asurion.com/claims/att or call 888-562-8662 to check current eligibility. Same day repair option depends upon claim approval time and technician availability. Repairs are performed by an Asurion-certified technician and come with a 12-month warranty. Repairs may use new or refurbished parts; may contain original or non-original manufacturer parts; and may void the manufacturer warranty. Some colors of eligible devices are not covered. Eligible devices and available areas are both subject to change any time.
3 If an eligible wireless device powers on and the battery fails to maintain an adequate charge after diagnostic testing, we will repair the eligible wireless device by replacing the battery during the extended warranty period, for as long as you are enrolled in the program. Limited to eligible devices in select areas. Newly launched devices models may not be eligible for repair. Visit phoneclaim.com/att or call 888-562-8662 to check current eligibility. Same day repair option depends upon claim approval time and technician availability. Repairs are performed by an Asurion-certified technician and come with a 12-month warranty. Repairs may use new or refurbished parts; may contain original or non-original manufacturer parts; and may void the manufacturer warranty. Some colors of eligible devices are not covered. Eligible devices and available areas are both subject to change any time.