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Equipment Protection FAQs
  1. What is Equipment Protection?

    Equipment protection is coverage for your mobile device and/or accessories. It covers issues not covered by your manufacturer’s warranty (e.g., a lost device, theft, liquid damage, physical damage). It can also cover defects after your manufacturer’s warranty expires.

    We offer several types of equipment protection:


    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
      • Upgrade with new equipment purchase.

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  2. How do I replace my lost, accidentally damaged or stolen device if I have equipment protection?

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

    1. If your equipment is lost or stolen, suspend your service in My Verizon.

      Note: You can also dial (800) 922-0204 (from any phone) and complete this task with our Interactive Voice Response (IVR) to suspend your phone.
    2. File an insurance claim in one of the following ways: 
      • Online via Asurion 
      • By phone – Contact Asurion Customer Care at (888) 881-2622

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  3. 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 are enrolled in Total Mobile Protection, Total Equipment Coverage or Verizon Extended Warranty, call (866) 406-5154 (toll free from a landline phone) and we will 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 will send you a remanufactured replacement device (either the same model or one of comparable quality).

    Note: You may also visit any Verizon Wireless store to diagnose and address the problem with your mobile device.

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  4. Does Verizon Wireless offer protection against lost/stolen/damaged and defective equipment?

    Yes. We offer several equipment protection products that cover all of these possibilities:

      • Total Mobile Protection is the best value and includes all the benefits of Total Equipment Coverage plus Verizon Support & Protection and Tech Coach for just $10/month. Refer to the Total Mobile Protection page for more information.
      • Total Equipment Coverage* combines the benefits of Asurion’s Wireless Phone Protection with the Verizon Wireless Extended Warranty program. The cost of this service varies by device. Refer to the Total Equipment Coverage page for more information
      • Additional options are available: visit the Equipment Protection page for additional options
    You can only enroll in equipment protection within 30 days of new account activation with a new equipment purchase.

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  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 are 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.
            • After the manufacturer’s warranty expires – Visit the Device Replacement Program page to review your options if you are 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 are not enrolled in Total Mobile Protection, Total Equipment Coverage or Extended Warranty.
      • Lost or stolen device 
    1. Suspend your service* in My Verizon.

      Note: You can also dial (800) 922-0204 (from any phone) and complete this task with our Interactive Voice Response (IVR).
    2. Visit the Device Replacement Program page to review your options if you are not enrolled in Total Mobile Protection, Total Equipment Coverage or Extended Warranty*.
    *If you have Total Mobile Protection or have the Verizon Support & Protection app, please visit www.verizonwireless.com/TMP to locate or lock your device or wipe your contacts before suspending service.

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  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 submitted.

      • Claims received Monday through Thursday – Asurion will ship your device for next business day delivery (e.g., a claim submitted on Wednesday prior to the shipping deadline will be shipped for Thursday delivery).
      • Claims received Friday
            • Prior to the claim and shipping deadline – Device will be shipped for Saturday delivery. You can also request Monday delivery.
            • After the shipping deadline but before Saturday at 3:30 PM ET (12:30 PM PT) – Device will ship for Monday delivery.
      • Claims received Saturday after 3:30 PM ET or any time on Sunday – Device will ship for Tuesday delivery.

        Note: Next day / Saturday delivery may not be available in some locations.
    For defective device claims, replacement devices may be obtained by visiting a Verizon Wireless store or by calling (866) 406-5154.

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

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

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  8. How do I cancel my device insurance?

    You can cancel any insurance at any time online through My Verizon. However, if you cancel insurance for a device, that device won’t be eligible for insurance in the future. You’ll only be able to sign up for coverage when purchasing a new, eligible device.

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

    1. Go to the Change Features page in My Verizon.

      Note: You must be the Account Owner or Account Manager to make this change. Learn more about account roles.
    2. If you have multiple lines on your account, select the line you want to remove insurance for.
    3. In the Equipment Protection section, click the Remove button next to the type of insurance you want to cancel.
    4. Click Next.
    5. Review your changes and click Submit.
    You’ve successfully canceled your insurance.

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Last Modified: September 17, 2013