How Asurion phone replacement works (and what to expect at every step)

When your phone is damaged, lost, or stops functioning, it can disrupt your daily routine and leave you feeling disconnected. Fortunately, if you have Asurion coverage through your carrier, the replacement process is designed to get you back up and running quickly.

This comprehensive guide covers everything you need to know about Asurion phone replacement, from filing your initial claim to completing the return process and avoiding additional fees.

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How Asurion phone replacement works

Filing a claim online

Use our simple online claims experience to have your phone replaced here. You'll need to provide:

1. Your carrier
2. Your device make and model
3. A description of what happened and when it happened
4. A billing address and method of payment, if a deductible is required

Filing a claim typically takes less than 10 minutes, and our Customer Care team is available to assist you in making the process as easy as possible. Once your claim has been approved, you will receive updates via email.

Replacement timeline

Asurion prioritizes speed in the replacement process. Most approved claims result in next-business-day delivery, with same-day service available in many areas. Here's the standard timeline:

• Weekday approvals by noon CT: Next-business-day delivery 
• Weekend approvals: Monday delivery (Saturday delivery available in select locations) 
• Same-day service: Available for claims approved by 4 PM local time in select areas

New vs. refurbished devices

Replacement devices may be either new or refurbished, depending on factors such as device availability and model age. All refurbished devices undergo comprehensive testing and quality control processes to ensure they meet the same performance standards as new devices.

Whether you receive a new or refurbished device, your replacement comes with identical warranty coverage, providing the same level of protection and support.

What to expect with your replacement phone

Shipping and delivery

Your replacement phone arrives in secure packaging with everything you need to get started. Most shipments include:

• The replacement device
• A charging cable
• Detailed setup instructions

You'll receive tracking information via text and email, so you'll know exactly when to expect delivery. Typically, the package requires a signature upon delivery, which protects both you and Asurion by ensuring your new device gets into the right hands. If you're not home, the carrier will typically attempt delivery again the next business day or hold the package at a local facility.

In-store pickup option

For immediate needs, many areas offer same-day pickup at uBreakiFix by Asurion locations. 

This option is particularly valuable when you need immediate access to your device for work, travel, or family commitments. Store technicians can also assist with data transfer and device setup, ensuring you're fully operational before leaving the store.

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Returning your old or damaged phone

Required return process

Returning your damaged or old device is a critical step in the replacement process. You must send back the device you're replacing within the specified timeframe (typically 15 days). This requirement applies to all devices, including severely damaged ones, as returned devices are used for parts recovery and environmental recycling.

Your replacement package includes all materials needed for the return:

• A prepaid return label
• Return packaging
• Step-by-step instructions

The return process is straightforward: place your old device in the provided packaging, attach the return label, and drop it off at any authorized shipping location. Only the device itself needs to be returned; accessories and cases should not be included in the return.

For detailed instructions on preparing and sending your damaged device, refer to our complete return process guide.

Timeline for returns

The return deadline is clearly specified in your claim documentation, typically 15 days from the date you receive your replacement device. Missing this deadline will result in additional charges, so it's important to note this date immediately upon receiving your replacement.

Preparation checklist

Before returning your device, complete these important steps:

1. Remove accessories: Cases, screen protectors, and memory cards should be kept.
2. Back up data: If your device is functional, create a backup of important information. 
3. Perform a factory reset: A factory reset protects your personal information. 
4. Remove SIM card: SIM cards should be removed and/or destroyed.

If your device is too damaged to power on, return it in its current condition. Our security protocols handle data protection for devices that cannot be user-wiped.

For device-specific backup instructions, visit our guides for backing up Android phones or backing up iPhones.

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Avoiding the Asurion non-return fee

What triggers the fee

The Asurion non-return fee kicks in when you don't return your old device within the specified timeframe. This fee can be substantial (sometimes hundreds of dollars) because it represents the cost of the device you're keeping.

The fee is automatically charged to your account or the payment method on file if the return period expires without us receiving your old device. Think of it as paying for two devices instead of one, which is exactly what happens when you keep both.

Tips for avoiding charges

Preventing non-return fees requires attention to deadlines and proper documentation. Follow these best practices:

• Return promptly: Send back your device immediately after receiving your replacement rather than waiting until the deadline.
• Set reminders: Create calendar alerts for a few days after receiving your replacement device.
• Keep tracking information: Retain tracking details for your return shipment as proof of timely return.
• Contact support proactively: If you encounter any issues with the return process, reach out to customer service immediately.

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Additional scenarios and tips

Lost or stolen devices

When your device is lost or stolen, the claim process is slightly different but just as straightforward. Here's what to expect:

• Police reports: You'll typically need to file a police report for stolen devices (requirements vary by location and carrier).
• Lost device details: For lost devices, provide details about when and where you last remembered having the phone.
• Immediate action: Contact your carrier to suspend service and prevent unauthorized usage.

Suspending service protects you from additional charges and secures your account while you file your claim.

When to use uBreakiFix® by Asurion 

Sometimes replacement isn't necessary since repair might be the better option. Consider uBreakiFix by Asurion locations for:

• Screen damage: Cracked screens (often covered at no cost for eligible devices). 
• Battery problems: Poor battery life or charging issues.
• Charging port repairs: When your phone won't charge properly.
• Same-day service: Many repairs completed while you wait.

Even if repair isn't covered, it's sometimes faster and more cost-effective than replacement, especially for minor issues.

Claim limits and coverage details

Understanding your coverage helps you make informed decisions:

• Multiple claims: Most Asurion plans allow several claims per year (specific limits depend on your carrier and plan) 
• Deductibles: Each claim is subject to a deductible or service fee based on your device type and plan 
• Plan variations: Coverage details vary by carrier and specific plan type

Review your plan documents or contact customer service to understand your specific benefits and limitations.

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FAQ

How long does Asurion take to send a replacement phone?

Most replacement phones ship for next-business-day delivery when claims are approved by noon Central Time on weekdays. Same-day service is available in select areas for claims approved by 4 PM local time. Weekend approvals typically ship for Monday delivery, with Saturday delivery available in some locations.

Will I get a new phone or a refurbished one?

Your replacement will be either new or refurbished, depending on factors like device availability and model age. Refurbished devices undergo rigorous testing and quality control to ensure they function like new. Both new and refurbished replacements come with the same warranty protection.

What if I don't return my old phone?

Failing to return your old device within the specified timeframe (typically 15 days) results in a non-return fee charged to your account. This fee can be substantial, often hundreds of dollars, representing the cost of the unreturned device. Always return your old device promptly to avoid these charges.

Can I return my phone to a store instead?

While most returns must be shipped using the provided prepaid label, some locations may accept returns at uBreakiFix by Asurion stores. Contact customer service or your local store to confirm availability of in-store returns in your area.

What if my device was locked or I can't wipe it?

If your damaged device won't power on or is too damaged to perform a factory reset, return it as-is. Our team handles data security for devices that can't be wiped by users. For functional devices, always perform a factory reset and remove SIM cards before returning to protect your personal information.

Getting your life back on track after phone loss or damage is a priority we take seriously. The Asurion phone replacement process is designed for efficiency and convenience, ensuring you can quickly reconnect with the digital tools essential to your daily routine. By understanding each step of the process and following the guidelines outlined above, you can navigate your replacement claim with confidence and avoid common pitfalls that might delay your return to full connectivity.