Mobile Protection FAQs

Mobile Protection FAQs

What mobile devices are eligible for coverage?

The list of covered devices depends on your wireless provider’s specific program. Here are some examples of typical covered devices: Feature phones, Smartphones, Tablets, Netbooks/Notebooks, Laptop Connect Cards (data cards and Mi-Fi devices).

How do I enroll my phone in coverage?

To enroll, please call or visit your wireless provider to see if you are eligible. Typically, you are only eligible to enroll if you are within 30 days of activating or upgrading your device.

Is there a waiting period before I can file a claim for my phone?

After enrollment into your program, there is no waiting period before filing a claim.

Why do I have to pay a deductible if I file a claim for my phone?

Asurion, like most protection programs, requires that you pay a deductible at the time a claim is filed. We try to keep our deductible amount as affordable as possible.

When will I get my replacement phone?

The majority of replacement devices ship next business day, from the time your claim is approved. Check with your provider for your program’s specific information.

When do I need to pay my deductible for Mobile Phone Insurance?

Your deductible is required to complete your claim and ship your device. Typically, multiple payment types are available.

What replacement phone will I receive?

Our goal is to replace your device with your same make and model. However, some models may not be available. In this situation, we do our best to match feature functionality and other device qualities in determining the replacement you will receive.

  • Depending on availability, you may receive a device of like-kind and quality.
  • Claims may be fulfilled with a new or refurbished replacement device.
  • Device color, brand, model and features may be different and accessory compatibility is not guaranteed.

How do I file a claim for my phone?

To file a claim, click here and select your carrier. Be sure to have the make and model of your device available, and have a method of payment for your deductible on hand. After you submit your claim, you should receive an email with tracking and shipping information.

What information will I need when filing a claim for my phone?

When filing a claim, you should have the make and model of your device available, as well as a method of payment for your deductible on hand. We accept Visa, MasterCard, American Express, and Discover as online forms of payment.

What is an affidavit and why do I need to fill one out to file my claim?

An affidavit is a form that allows you to provide additional information required to process your claim. Affidavits are sometimes used to prevent possible fraudulent activity on your account and ensure that only authorized users on the account are able to file a claim.

How many days do I have to file a claim for my phone?

Usually, claims must be reported within 60 days of the date of loss. Check with your provider for your program’s specific information.

How long does the claims process take?

Most claims take less than 10 minutes to file. However, some claims may take longer because of additional requirements or lack of replacement inventory.

Is there a limit to the amount of claims I can make on my phone?

Yes. Most of our wireless carrier programs have coverage limits which range from two (2) claims in 12 months to three (3) claims in 12 months. Check your wireless carriers’ program specific information.

What do I do with my old phone?

You are required to return your damaged or defective device using the pre-paid shipping label provided with the replacement device. You will need to return the damaged or defective device within 10-15 days to avoid non-return charges. Check your wireless carriers’ program specific information.

If I lost my phone, do I need to return anything?

If the device was lost or stolen, the requirement to return the device does not apply. However, if the lost device is found, you should return it by using the pre-addressed pre-paid return label included with the replacement device.

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