Select Your Device
Apple® iPhone® 6
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LG VX4700

Equipment Protection FAQs

We offer several insurance / equipment protection options, but many of the common questions about these services are the same. Below are answers to common questions on the following topics:

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

    Equipment protection provides replacement, repair and/or technical assistance services for your mobile device. It covers issues that aren't covered by the manufacturer's warranty (e.g., loss, theft or physical damage). It may also cover certain defects after the manufacturer's warranty expires.

    Additionally, you'll receive a replacement device as soon as the next day or have a cracked screen repaired locally by an Asurion Certified repair provider.

    We offer several types of equipment protection:

    View a comparison chart



  2. Who is eligible for 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/device
    • Upgrade with new equipment/device purchase

    Note: You can also enroll during any open enrollment period.

    You can check your eligibility in My Verizon. If any of the equipment protection options are listed under the Get Products tab, you're eligible to enroll.



  3. How much does equipment protection cost, and what's my deductible?

    To enroll in equipment protection, you'll pay a monthly fee:

    • Total Mobile Protection Multi-Device - $33/month (for up to 3 lines on your account)

    • Total Mobile Protection and other options - Varies by device and type of coverage you want

    Additionally, if you need to file a claim on a covered device, you'll also pay a deductible for lost, stolen and damaged claims. Costs vary by device and whether you choose to receive a replacement or have the device repaired locally at an Asurion Certified repair provider.

    You can find monthly pricing and deductibles for your specific device on Asurion's website.

     



  4. What is an open enrollment period?

    Typically, you must sign up for equipment protection within 30 days of purchasing your device. However, occasionally we offer open enrollment periods, when you can enroll your fully functioning Verizon device, if it's less than 2 years old.

    We aren't currently offering open enrollment.



  5. How do I know if I have insurance for my device?

    If you aren't sure if you're enrolled in an equipment protection program or which one you have:

    1. Go to the Products & Apps page in My Verizon.
    2. Click the Manage Your Products tab.
    3. Select the device that's having issues.

    You'll see one of the following protection options listed in your features if you have one:

    • Total Mobile Protection
    • Total Mobile Protection Multi-Device
    • Total Equipment Coverage
    • Wireless Phone Protection
    • Extended Warranty


  6. Where does the insurance / equipment protection charge appear on my bill?

    You'll see a charge for your equipment protection program listed under the Monthly Charges section of your bill. It will be labeled with the name of the program you're enrolled in (e.g., Total Mobile Protection).



  7. What type of device will I receive as a replacement?

    Lost, stolen or damaged device - Asurion may fulfill claims with new or refurbished equipment. In general, claims are fulfilled with the same make and model you claim. If this isn't possible, a like-kind make and model will be substituted. Color, feature and accessory compatibility are not guaranteed.

    Device with a manufacturer's defect - Your device will be replaced with a Certified Like-New Replacement (a like unit or one of comparable quality).



  8. How do I have my device repaired?

    During the claims process, you'll be asked a series of questions to determine if your device is eligible for repair. Eligibility depends on the device type, extent of damage, and where you're located. Repairs will be completed by an Asurion Certified repair provider using original manufacturer parts as soon as the same day.



  9. Can I file a claim for a cracked screen on my device?

    Yes, a cracked screen is a type of damage, and it's covered under most equipment protection options (except Extended Warranty). For detailed instructions, refer to the Damaged Device section of our How to Replace a Lost, Stolen or Damaged Device page.

    Note: You may be able to have your cracked screen repaired by a local Asurion Certified Service Provider, rather than having your device replaced. If you're eligible, you'll be given the option during the process of filing your insurance claim. Repairing is a less expensive and faster option, and it eliminates the hassle of transferring all your content to a new device.



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

    Our How to Replace Your Device page has instructions for what to do if your phone is lost or stolen.



  11. Is there a way to find my phone?

    Refer to our How to Find Your Phone page for possible ways to locate your lost or stolen device.



  12. How do I replace my 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. Refer to our How to Replace Your Device page for options based on the issue you're experiencing.



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

    You can view the Terms & Conditions for the various equipment protection programs online.



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

    If you cancel any 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.

    You can cancel your equipment protection service at any time online:

    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. Find the product you wish to remove, and 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 the equipment protection product.



Total Mobile Protection Multi-Device
  1. What is Total Mobile Protection Multi-Device?

    Total Mobile Protection Multi-Device is an equipment protection option for your entire account rather than an individual device. It gives you Total Mobile Protection (our most comprehensive coverage option) for up to 3 lines on your account, and you don't have to choose which lines right away.

    If anything happens to one of your devices, you can file a claim for that line at that time. That line will be officially registered as one of your covered devices, but you still don't have to tell us which other 2 lines on your account you want to register.

    You also get Tech Coach support for all devices on your account and nearly any device they connect to.



  2. What are the benefits of Total Mobile Protection Multi-Device instead of purchasing Total Mobile Protection for each individual line?

    Purchasing coverage for your entire account may be better than buying coverage for individual lines because:

    • You can file a claim for any line on your account (up to 3 lines). You don't need to select which line you want covered until something happens. Once you file a claim on a line, that line is registered in the program. But you'll still have 2 more slots available that you can use for any lines on your account.

    • You get Tech Coach support for all devices on your account. If you sign up your device individually, you'll only have Tech Coach support for that device.

    • You have a pool of claims to use however you like. If you cover your lines individually, you get 2 claims per line in 12 months, and those claims can only be used for that phone. With Total Mobile Protection Multi-Device, you get a total of 6 claims in 12 months that you can use for any of your registered lines. If you want to file 6 claims for the same phone, you can.


  3. What types of accounts can sign up for Total Mobile Protection Multi-Device?

    Your account must have 3 - 10 lines to be able to sign up for Total Mobile Protection Multi-Device.

    You also must meet the other equipment protection eligibility requirements in order to enroll.



  4. If I have Total Mobile Protection, can I switch to Total Mobile Protection Multi-Device? And if I do switch, can I switch back to single-line protection any time?

    You must meet the equipment protection eligibility requirements in order to sign up for Total Mobile Protection Multi-Device, even if you currently have coverage on individual lines.

    If you have Total Mobile Protection Multi-Device, you can cancel your full account coverage and sign up for Total Mobile Protection on your individual lines at any time.

    Note: You can't have Total Mobile Protection Multi-Device and another type of equipment protection on your account at the same time.



  5. What does it mean to register one of my lines in Total Mobile Protection Multi-Device?

    If you file a claim on a line, that line is officially registered in Total Mobile Protection Multi-Device, and it will take up one of your 3 available registration slots.

    You only have to register one line at a time. So if you file a claim on one line, you'll still have 2 more registration slots available in case something happens to any of the other devices on your account.

    Once a line is registered, it will permanently take one of your 3 registration slots, until the line is no longer on your account.



  6. How many claims can I file with Total Mobile Protection Multi-Device?

    You can file up to 6 claims in a 12-month period. These claims are flexible and can be used on any registered line. If you want to use all 6 claims on a single line, you can.



  7. How do I remove a device from Total Mobile Protection Multi-Device?

    Once you file a claim on a line, that line will permanently be registered in Total Mobile Protection Multi-Device and will take up one of your registration slots. It will only be removed from the program if you deactivate the line on your account.

    However, if you activate a line that had been previously registered in Total Mobile Protection Multi-Device on your account, it will automatically be registered again and take up one of your registration slots.



Filing and Tracking a Claim
  1. How do I file a claim?

    If your device is lost, stolen or damaged, you can file a claim on Asurion's website.

    If your device has a manufacturer's defect, call Verizon Wireless at (866) 406-5154.

    For more information, refer to our How to Replace Your Device page.



  2. How do I know if my device is damaged or if it's experiencing a manufacturer's defect?

    A manufacturer's defect is something that's wrong with the device itself (e.g., internal, electrical or functional problems). It wasn't caused by outside forces that physically damaged the device, like dropping it or getting it wet.

    Your device is considered damaged if it's broken because of something that was done to it. This includes water damage, cracked screen, etc.



  3. How do I find my Device ID and the make and model of my device?

    You may be asked to provide information about your device when filing a claim. You can find your Device ID, make and model on the My Devices page in My Verizon.

    Note: If you have multiple lines on your account, select the device you're filing a claim for to see the information for that device.



  4. How quickly will I receive my replacement device after filing a claim?

    For insurance claims on lost, stolen or damaged devices, 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 11 AM ET: Asurion will ship your device for Mon delivery. After 11 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.



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

    You can check the status of your claim on Asurion's website.



Unauthorized Charges
  1. 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, contact us and we'll investigate your account activity.

    You don't have to pay the charges in question while they're being investigated. Also, we'll give you a courtesy suspension of recurring monthly fees for up to 30 days, if you haven’t received one within the prior year.

    Further information regarding the theft or loss may be required.



  2. 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 wasn't 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 contact 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 can provide that shows the phone wasn't in your possession at the time of the calls.



  3. I reported unauthorized charges made on my account. How long will it take for you to complete your investigation and resolve the issue?

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



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+.



  2. Apple is a registered trademark of Apple Inc.

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