Tech Tips

Mobile Device Protection: How to File a Phone Claim

Losing or breaking your smartphone is extremely frustrating.  1 in 4 people will have their phone lost, stolen or damaged this year*. Therefore, mobile device protection is important in case your phone were to meet one of these unfortunate fates. Filing a claim for a replacement device with Asurion is quick and easy, getting you reconnected fast.

One of the great myths of handheld device insurance is that filing a claim is a frustrating, difficult, time-consuming experience—but if your phone is lost, stolen, or damaged, Asurion makes it easy to get your hands on a new phone quickly. As a matter of fact, Asurion sends an astounding 96 percent of replacement devices the very next day*.

File your device claim online

asurion phone claim

For the quickest, easiest claim path, file online. You’ll need to provide your carrier, your device make and model, a description of what happened, a billing and shipping address, and a method of payment for the deductible.

After you submit the device claim, you should receive an email with shipping and tracking information for your replacement device.

Track your device claim

Once you’ve filed a claim, you can check your claim status online, 24 hours a day—because it’s nice to know that the wheels are turning, and that your replacement phone is on its way.

A couple of details you may need to know:

  • First, with very few exceptions, claims must be reported within 60 days of the date of loss.
  • Second, when you receive your replacement device, you’ll be required to return your damaged device with the prepaid shipping label that comes with the replacement. Don’t forget and don’t wait, because returning your broken device after 10-15 days could incur non-return charges. If your device was lost or stolen and is later found, you should contact Asurion and return it immediately by using the pre-addressed pre-paid return label included with the replacement device.

Canceling a device claim

Now, let’s say you report a lost phone and then, oops, there it is, between the couch cushions. You may be able to cancel your claim, by contacting Asurion with your claim ID or the wireless number associated with the device. Canceling a claim will depend on the terms and conditions of the policy you purchased. Most policies will allow for a claim to be canceled if reported within a few days. Please check the terms and conditions of your policy for specifics.

Your life is on your device. Asurion can help you protect it and replace it, if trouble arises.  But don’t take our word for it – read reviews from our actual customers who we helped recover from cracked screens, water damage, and even lost or stolen smartphones.

*2015 Asurion Claims Data

For more information about Asurion mobile protection, please visit  You can also review information about other Asurion support services, such as device support services and extended warranties for hundreds of products – from tablets and portable electronics to toys and major appliances.