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Apple® iPhone® 6
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Nokia 3589i
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Motorola MOTOSLVR L7C
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BlackBerry® 7750
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Nokia 6305i
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Samsung SCH-a970
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Motorola T300p
Motorola V276 Prepaid
Motorola C333

Equipment Protection FAQs

General Information
  1. What is Equipment Protection? Do you offer device insurance?

    Equipment protection provides replacement and/or technical assistance services for your mobile device covering certain types of damage or perils that aren't covered by the manufacturer's warranty (e.g., loss, theft, and accidental liquid or physical damage). It may also cover certain defects after the manufacturer's warranty expires. Additionally, if your device has to be replaced, you'll benefit from expedited shipping.

    We offer several types of equipment protection:

    Refer to our Equipment Protection Programs Overview page for more details on each.

    To be eligible for any equipment protection program, you must enroll within 30 days of one of the following:

    • New account activation with new equipment/device
    • Upgrade with new equipment/device purchase


  2. What do I do if my mobile device is lost or stolen?

    If your device is lost or stolen, you may suspend your service to avoid unauthorized use. There are two methods to suspend your service.

    To suspend your service online:

    1. Go to the Suspend / Reconnect Service page in My Verizon.
    2. Follow the prompts to suspend service.


    To suspend your service over the phone:

    1. Call (800) 922-0204 from any phone.
    2. Follow the prompts to suspend service using our Interactive Voice Response (IVR) system.


    Refer to our Suspend Service FAQs for more information. If you want to replace your device, refer to the following questions.



  3. How do I file an insurance claim to replace my lost, accidentally damaged or stolen device if I have equipment protection?

    If your device is lost, stolen or accidentally damaged (including accidental liquid or other physical damage), and you're enrolled in Total Mobile Protection, Total Equipment Coverage or Asurion Wireless Phone Protection, file your insurance claim directly with Asurion:

    • Online through Asurion
    • Call Asurion Customer Care at (888) 881-2622

    If your equipment is lost or stolen, we recommend that you suspend your service in My Verizon or over the phone by calling (800) 922-0204 (from any phone).

    Note: If you have Total Mobile Protection or the Verizon Support & Protection app, visit VerizonWireless.com/TMP to locate your device, lock your device and/or wipe your contacts before suspending service.

    Visit the Products & Apps page in My Verizon and click Manage Your Products to see if you have any type of equipment protection.



  4. I have Total Mobile Protection, Total Equipment Coverage or Extended Warranty. What do I do if my device has a defect after the manufacturer’s warranty has expired?

    If you re-enrolled in Total Mobile Protection, Total Equipment Coverage or Verizon Extended Warranty, call (866) 406-5154 (toll free from a phone other than the one you're having problems with). We'll diagnose the issue with you over the phone.

    If we can't address the problem while you're on the line and the problem is caused by a manufacturing defect, we'll send you a certified like-new replacement device (either the same model or one of comparable quality).

    Visit the Products & Apps page in My Verizon and click Manage Your Products to see if you have any type of equipment protection.



  5. How do I replace my lost, stolen, damaged or defective mobile device if I'm not enrolled in any equipment protection program?

    If you're not enrolled in an equipment protection program, there still may be options for replacing your device:

    • Defective device:

      • Under the manufacturer's warranty: Contact us at (866) 406-5154 and the device will be replaced for free with a new or Certified Like-New Replacement device. Free overnight shipping is included.

      • After the manufacturer's warranty expires: Visit the Device Replacement Program page to review your options if you're not enrolled in Total Mobile Protection, Total Equipment Coverage or Extended Warranty.

    • Damaged device: Visit the Device Replacement Program page to review your options if you're not enrolled in Total Mobile Protection, Total Equipment Coverage or Extended Warranty.

    • Lost or stolen device:

      • Suspend your service in My Verizon or over the phone by calling (800) 922-0204 (from any phone).

        Note: If you have Total Mobile Protection or the Verizon Support & Protection app, visit VerizonWireless.com/TMP to locate your device, lock your device and/or wipe your contacts before suspending service.


    Visit the Device Replacement Program page to review your options if you aren't enrolled in Total Mobile Protection, Total Equipment Coverage or Asurion Wireless Phone Protection.

    Visit the Products & Apps page in My Verizon and click Manage Your Products to see if you have any type of equipment protection.



  6. If I file a claim through Total Mobile Protection, Total Equipment Coverage or Wireless Phone Protection, how quickly will I receive my replacement device?

    For insurance claims on lost, stolen or damaged devices under Total Mobile Protection, Total Equipment Coverage or Wireless Phone Protection, the date you receive your replacement device will be determined by the date your insurance claim is approved.

    • Claims approved Mon - Thu by midnight ET / CT: Asurion will ship your device for next business day delivery (e.g., a claim submitted on Wed prior to the deadline will be shipped for Thu delivery).

    • Claims approved Fri by midnight ET / CT: Asurion will ship your device for Mon delivery. Sat delivery may be available upon request.

    • Claims approved anytime Sat - Sun 10 AM ET: Asurion will ship your device for Mon delivery. After 10 AM ET on Sun, your device will ship for Tue delivery.

      Note: Next day / Sat delivery may not be available in some locations.

    For defective device claims, replacement devices can be obtained by visiting a Verizon Wireless store or by calling (866) 406-5154.



  7. How do I check the status of an insurance claim?

    To check the status of your insurance claim, please visit the Claim Status page on Asurion's website.



  8. What if my bill shows unauthorized charges due to a lost or stolen device?

    If your bill shows charges to your device after the loss but before you reported it and you want a credit for those charges, we'll investigate your account activity. You don't have to pay the charges in question while they're being investigated.

    Further, if we haven't given you a courtesy suspension of recurring monthly fees within the prior year, we'll give you one for 30 days, or until you replace or recover your device, whichever comes first.

    You may need to provide further information regarding the theft or loss if we ask for it.



  9. If my phone is missing for several days before I notice it's missing, how will I be able to show that the person using it was not authorized to do so?

    We'll take all facts and circumstances into consideration. In addition, we'll review your account, and compare the usage during the time that the phone was missing to the time when the phone was in your possession. If the phone was used to make calls to, and receive calls from, entirely different phone numbers, this may indicate to us that the phone was being used by someone not authorized to do so. We'll consider all relevant information in making our decision, including any documentation you may be able to provide demonstrating that the phone wasn't in your possession at the time of the calls.



  10. My phone was lost or stolen, and I reported charges made on my account by an outside party. How long will it take for you to complete your investigation and resolve the issue?

    We will try to resolve any dispute regarding unauthorized charges within 30 days. You are not required to pay the disputed amount while our investigation is pending.



  11. Where can I find the Terms & Conditions for the equipment protection programs?

    You can view the Terms & Conditions for the various equipment protection programs through the following links:



  12. How do I cancel my device insurance or other equipment protection services?

    You can cancel any insurance or other device protection services at any time online through My Verizon. However, if you cancel insurance or other equipment protection services, your current device won't be eligible for these services in the future. You'll only be able to sign up for these services when purchasing a new, eligible device.

    To cancel your equipment protection or any insurance you're currently enrolled in:

    1. Go to the Products & Apps page in My Verizon.

    2. Click the Manage Your Products tab at the top of the page.

    3. If you have multiple lines on your account, select the line with the insurance product you want to remove.

    4. Scroll to find the product you wish to remove, and then click Remove from Account.

    5. Review the changes and bill impacts on the confirmation pop-up, and then click Remove Product to confirm the transaction.

      Note: You can only remove a product from one line at a time. To remove the same product from another line, select that line and repeat steps d and e.

    You've successfully canceled your insurance.



AppleCare
  1. I have AppleCare or AppleCare+ for my Apple® device. Where can I find information about my coverage?

    Go to Apple's Support website for information about AppleCare and AppleCare+.

    Apple is a registered trademark of Apple Inc.



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