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Equipment Protection / Insurance 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:

Pricing Change
  1. We're expanding the cracked-screen repair service* to include more local carry-in locations, a mail-in option and even on-site repair options. You'll get your same device back sooner and have it fixed closer to home. Cracked screen repair is available for select smartphones and subject to parts availability.

    We're adding international fulfillment options, which means, when traveling in many international destinations, you can get a cracked screen repaired by a local vendor, for eligible smartphones, or replace a device** even quicker.

    Check eligibility and repair options available in your area.
    **Fulfillment options vary based upon location and availability. Available for everyone except those who enrolled between 12/26/17 and 1/24/18. If you enrolled during this time period, please visit Asurion's website for your monthly pricing and deductible information.



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

    Note: Verizon Wireless Extended Warranty pricing isn't changing.



  3. If you added equipment protection to a device for the first time on or after 1/25/18, you'll see the new pricing at the time of purchase.

    If you purchased equipment protection before 12/26/18, the new pricing was effective on 3/6/18.

    If you enrolled between 12/26/17 and 1/24/18, the new pricing will become effective on 6/4/18.



  4. The first bill you receive after the pricing change may be higher than you’re used to.



  5. In some cases, depending on the equipment protection program you're currently enrolled in, you may be able to switch to a different option. Please call Asurion at (888) 881-2622 to explore your options.



  6. No, there's no change to Extended Warranty pricing.



General Information
  1. Equipment protection provides replacement, repair and/or technical assistance services for your device. It can cover 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 you can have a cracked screen repaired by an authorized repair location. Cracked screen repair is available for select smartphones and subject to parts availability.*

    We offer several types of equipment protection:

    View a comparison chart

    *Visit phoneclaim.com/verizon to check eligibility and the repair option available in your area.



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

    • New account activation with new device purchase
    • Upgrade with new 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. To enroll in equipment protection, you'll pay a monthly fee*:

    • Total Mobile Protection Multi-Device - $39/month for 3 lines on your account. If you have more than 3 lines, you can add coverage for up to 7 additional lines for $9/month per line.

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

    Additionally, if you need to file an insurance claim on a covered device, you'll also pay a deductible for lost, stolen and damaged claims**. Deductibles vary by device and whether you receive a replacement or have the device's cracked screen repaired.

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

    *Prices shown above are for everyone except those who enrolled between 12/26/17 and 1/24/18. If you enrolled during this time period, please visit Asurion's website for your monthly pricing and deductible information.
    **Florida customers are also subject to a deductible for post warranty defects claims.



  4. 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.

    Note: The device must be in working condition and purchased from a Verizon location or Verizon authorized retailer within the last 24 months.

    We're currently offering open enrollment from 4/2/18 until 5/31/18. Plus, if you enroll in Tech Coach, Total Mobile Protection or Total Mobile Protection Multi-Device (which both include Tech Coach), you're eligible to receive a free Tile® Mate or S'well® bottle.

    Enroll online now

    Certain restrictions apply. Offer available while supplies last.



  5. 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 a device if you have more than one on your account.

    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. 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. Lost, stolen or damaged device - Asurion may fulfill claims with new or refurbished devices. 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 aren't 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).

    *Florida customers: Manufacturer's defects are fulfilled by Asurion according to the "Lost, stolen or damaged device" section.



  8. During the claims process, you'll be asked a series of questions to determine if your device is eligible for a cracked-screen repair.

    Eligibility depends on the type of smartphone, extent of damage (screen only), and where you're located. Screen repairs will be completed by an authorized repair location using original manufacturer parts as soon as the same day.

    You can check your eligibility for cracked-screen repair on Asurion's website.



  9. Yes, a cracked screen is a type of damage, and it's covered under most equipment protection options (except Extended Warranty). Cracked-screen repair is available for select smartphones and is subject to parts availability. 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 an authorized repair location, 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 less expensive and can be a faster option. It also eliminates the hassle of transferring all your content to a new device.



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



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



  12. 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. You can cancel your equipment protection service at any time online. Upon canceling, you'll receive a prorated refund of your monthly fee.

    Note: If you cancel your equipment protection, your current device won't be eligible again, except possibly during future open enrollments.

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

    2. Tap or 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 equipment protection option you want to remove.

    4. Find the equipment protection you wish to remove, and tap or 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 canceled your equipment protection. Your device is no longer protected.



Total Mobile Protection Multi-Device
  1. Total Mobile Protection Multi-Device is an equipment protection option for your entire account, up to 10 lines, rather than an individual device. It gives you Total Mobile Protection (our most comprehensive coverage option) for 3 lines on your account, and you don't have to choose which lines right away. If you have more than 3 lines, you can add coverage for more lines for an additional monthly fee per line.

    If something 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 lines on your account you want to register.

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



  2. Purchasing coverage for your entire account, up to 10 lines, may be better than buying coverage for individual lines because:

    • You can file a claim for any line on your account. You don't need to select which lines 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 line on your account. If you fill all 3 registration slots, you can add coverage for your additional lines for just $9/month per line.

    • 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 shared claims to use. If you cover your lines individually, you get 3 claims per line in 12 months, and those claims can only be used for that line. With Total Mobile Protection Multi-Device, you get a total of 9 shared claims* in 12 months that you can use for any of your registered lines. If you want to file 9 claims on the same line, you can.

    *3 more claims per enrollment, if you add coverage for additional lines.



  3. 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. It costs $39/month, which lets you file 9 shared claims on up to 3 lines on your account. If you have more than 3 lines, you can cover your additional lines for $9/month per line.

    *Prices shown above are for everyone except those who enrolled between 12/26/17 and 1/24/18. If you enrolled during this time period, please visit Asurion's website for your monthly pricing and deductible information.



  5. 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 anytime. However, you'll only be able to sign up for Total Mobile Protection on individual lines that were registered when you canceled. Lines that weren't registered when you canceled must meet the equipment protection eligibility requirements in order to sign up for individual coverage.

    Note: You can't have Total Mobile Protection Multi-Device and another type of equipment protection at the same time on any lines that are on a shared plan.



  6. If you file and complete 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 after filing and completing your first claim, you'll still have 2 more registration slots available in case something happens to devices on any of the other lines 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.

    If you have more than 3 lines (up to 10) on your account, and would like to protect all of them, you can add coverage for additional registration slots.



  7. You can file up to 9 claims in a 12-month period, with the standard 3 registration slots that you get when you first sign up for Total Mobile Protection Multi-Device. If you purchase additional coverage, you get 3 additional claims for each slot you purchase.

    For example, if you have 5 registration slots for your account, you can have up to 15 claims fulfilled in a 12-month period.

    These claims are flexible and can be used on any registered line. If you want to use all your claims on a single line, you can.



  8. When you first sign up for Total Mobile Protection Multi-Device, you have 3 registration slots that you can use for any of the lines on your account. If you fill all 3 slots, you can purchase additional coverage for $9/month per line, which can be used for any of the remaining unregistered lines on your account. For instance, purchasing an additional line of coverage can provide you a total of 4 registration slots, 3 that are filled and 1 that is open.

    Each time you fill the last slot on your account, you'll have 30 days to purchase additional coverage to cover your remaining devices. If you don't add the additional coverage within 30 days, the rest of the devices on your account won't be covered.

    Each additional coverage you add to your account also gives you 3 additional claims that you can use for any registered line on your account. So if you have 4 registration slots, you have a total of 12 claims that you can use in a 12-month period



  9. You can have as many registration slots as lines on your account, up to a total of 10 registered lines. If you have 10 lines on your account, you can have up to 10 registration slots and a maximum of 30 claims in a 12-month period.



  10. If you didn't purchase additional coverage within 30 days, you must meet the equipment protection eligibility requirements in order to cover the other devices on your account.



  11. Once you file a claim on a line, that line will 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.



  12. If you have an open registration slot on your account, the open slot will be canceled.

    If all your registration slots are filled, the last slot you filled will be canceled, and the line that filled that slot will no longer be covered.

    You'll also lose 3 claims per canceled line from your pool of shared claims (e.g., if you have 10 unused claims and cancel coverage for 2 additional lines, you'll have 4 shared claims left to use on any of the remaining covered lines).

    Note: If you add additional coverage again at any time, any line(s) previously covered will automatically be registered and fill the new slot(s).



Filing and Tracking a Claim
  1. If your device is lost, stolen or damaged, you can file a claim on Asurion's website or by calling (888) 881-2622.

    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.

    *Florida residents: Please file a claim online at Asurion's website or call (888) 881-2622 for a manufacturer's defect.



  2. 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. 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. 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 Sat or Mon delivery, based on your location.

    • 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*.

    *Florida customers: Please file a claim online on Asurion's website or by calling (888) 881-2622 for a manufacturer's defect.



  5. You can check the status of your claim or device return online:

    1. Go to Asurion's website.
    2. Tap or click Claim Status at the top of the screen.
    3. Select either Track My Claim or Track My Return.
    4. Follow the onscreen prompts to enter the necessary information (including your Verizon mobile number and Asurion Claim ID).

    Once you've provided the necessary information, you'll see the status of your claim or return.



Unauthorized Charges
  1. 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. 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 when deciding your claim, including any documentation you can provide that shows the phone wasn't in your possession at the time of the calls.



  3. 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. 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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  • If it cracks, you're covered
    with Total Mobile Protection.

    Open enrollment ends 5.31.

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