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:

General Information

  1. What is equipment protection? Do you offer device insurance?

    Equipment protection provides coverage for your device in the event it is lost, stolen, damaged (including liquid damage) or experiences a post-warranty malfunction. Covered devices may be replaced as soon as the next day, or for select smartphones (subject to parts availability), may be eligible for cracked screen repair.*

    We offer several types of equipment protection:

    View a comparison chart

    Note: We also offer Smart Home Support for products that don't have a line on your Verizon Wireless account. Refer to our Smart Home Support FAQs for details.

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

  2. Who is eligible for equipment protection?

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

    • Purchase a new device and activate it on a new or existing line
    • Bring your own device that meets the following criteria:
      • Is fully functioning, without damage (including cracked screens) and free of defects
      • Isn't lost or stolen
      • Is activated on a new line (not an existing line)

    You can also enroll during any open enrollment period.

    You can check your eligibility in My Verizon. If Equipment Protection is listed under the Get Products tab, you're eligible to enroll.

    Note: If you're bringing your own device, you can check device compatibility before signing up for a new line of service.

  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 - $39/month for 3 eligible 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 Multi-Device for Business - $39/month for 3 eligible lines on your business account. If you have more than 3 lines, claims on a registered line roll off after 12 months, letting you register a new line.

    • Total Mobile Protection and other options - Total Mobile Protection is $10 or $13/month depending on your device. View the equipment protection comparison chart for more information.

    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 device or have the device's cracked screen repaired (for select smartphones, subject to parts availability).

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

    *Florida customers are also subject to a deductible for post warranty defects claims.

  4. How do I get equipment protection?

    If your device is eligible, you can sign up for equipment protection online:

    1. Go to the Products & Apps page in My Verizon.
    2. Scroll down to the Equipment Protection section, and select the equipment protection option you want from the dropdown.
    3. Tap or click Get it now.
    4. Select the line(s) you want to add equipment protection to.
    5. Tap or click Confirm Purchase.

    You've successfully added equipment protection to your line.

  5. What is an equipment protection 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 in one of Verizon's equipment protection programs.

    We aren't currently offering open enrollment.

  6. How do I know if I have insurance coverage on 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 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 Mobile Protection Multi-Device for Business
    • Total Equipment Coverage
    • Wireless Phone Protection
    • Extended Warranty
  7. Where does the 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).

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

    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 of the covered device that you file a you claim on. If this isn't possible, you'll receive a like-kind make and model will be substituted. Color, feature and accessory compatibility aren't guaranteed.

    Device with a manufacturer's defect* - Verizon will replace your damaged device with a Certified Like-New Replacement (a like unit or one of comparable quality).

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

  9. How do I have my screen repaired?

    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 and extent of damage (screen only). Screen repairs will be completed by an authorized repair location using original manufacturer parts. as soon as the same day.

    If your device is eligible for cracked screen repair, you'll be offered at least one of the following options to complete the repair:

    • At an authorized repair location
    • By a remote technician
    • Through a mail in process

    All these options may not be available, and option availability is determined at the time of claim approval.

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

  10. 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). 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.

  11. What do I do if my 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.

  12. 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.

  13. 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.

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

    You can view the Equipment Protection Terms & Conditions and Tech Coach Terms of Service online.

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

    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. What is Total Mobile Protection Multi-Device?

    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 to cover when you enroll. 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 and register that line for coverage. 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. 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 with 3 - 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 an additional $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.

    *Adding additional coverage will give you 3 more claims per line.

  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. How much does Total Mobile Protection Multi-Device cost?

    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 more lines (up to 10) for an additional $9/month per line.

  5. 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 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. Certain limitations and exclusions apply. See full terms and conditions for details.

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

    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 other devices you have connected to any of the other lines on your account.

    Once a line is registered, it will take one of your 3 line registrations, 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. How many claims can I file with Total Mobile Protection Multi-Device?

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

    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 device on your account (or any registered line if all your registration slots are full). If you want to use all your claims on a single line, you can.

  8. I have more than 3 lines on my account. If I fill all 3 registration slots for Total Mobile Protection Multi-Device, how can I get coverage for my other lines?

    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 enroll in additional coverage for $9/month per line, which can be used for any of the remaining unregistered lines on your account. For instance, enrolling in additional 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 enroll in additional coverage to cover your remaining lines. If you don't add additional coverage within 30 days, any additional lines that you have on your account won't be covered.

    Each additional coverage you add to your account also gives you 3 more 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. Is there a maximum number of lines of additional coverage that I can enroll in with Total Mobile Protection Multi-Device?

    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 with a maximum of 30 claims in a 12-month period.

  10. I filled up all of my registration slots for Total Mobile Protection Multi-Device, and I didn't enroll in additional coverage within 30 days. How can I protect the rest of the lines on my account?

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

  11. How do I remove one of my lines from Total Mobile Protection Multi-Device?

    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. What if I cancel my additional coverage for one of the lines on my account?

    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.

    By removing additional coverage, you'll also lose 3 claims 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).

  13. I mix and match unlimited plans on my account. Am I eligible for Total Mobile Protection Multi-Device?

    Not at this time. Consider Total Mobile Protection or one of our other single line device protection options for the most important devices on your account.

Total Mobile Protection Multi-Device for Business

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

    Total Mobile Protection Multi-Device for Business is an equipment protection option for any 3 eligible lines, rather than an individual device, on your business account with 3 - 10 lines. It gives you Total Mobile Protection which provides coverage for loss, theft, damage (including liquid) and post-warranty defects at a single monthly rate for 3 lines on your account. Plus, you don't have to choose which lines to cover until you file a claim.

    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. For added flexibility, a registered line will reopen after 12 months of no claims.

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

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

    Purchasing coverage for your entire account, up to 3 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. Plus, a registered line will reopen after 12 months of no claims, allowing you to register a different line when you need to file a claim.

    • 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 for Business, you get a total of 6 shared claims in 12 months that you can use for any of your registered lines. If you want to file 6 claims on the same line, you can.
  3. What types of accounts can sign up for Total Mobile Protection Multi-Device for Business?

    To enroll in Total Mobile Protection Multi-Device for Business, you must have:

    • A business account
    • 3 to 10 eligible lines on the same account
    • A plan with shared a data on your account (mix and match unlimited plans aren’t eligible at this time)

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

    Note: Total Mobile Protection Multi-Device for Business covers up to 3 devices at a time. If you have more than 3 lines on your account, you can choose which 3 lines to cover as you need to file claims. For added flexibility, a registered line will reopen after 12 months of no claims.

  4. How much does Total Mobile Protection Multi-Device for Business cost?

    It costs $39/month, which lets you file 6 shared claims on up to 3 lines on your account in 12 months.

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

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

    If you have Total Mobile Protection Multi-Device for Business, 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 for Business and another type of equipment protection at the same time on any lines that are on a shared plan. Certain limitations and exclusions apply, see full terms and conditions for details.

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

    If you file and complete a claim on a line, that line is officially registered in Total Mobile Protection Multi-Device for Business, 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 another device on your account.

    Once a line is registered, it will take one of your 3 registration slots After 12 months of no claims, that registration slot will reopen.

  7. How many claims can I file with Total Mobile Protection Multi-Device for Business?

    You can file up to 6 claims in a 12-month period, when you enroll in Total Mobile Protection Multi-Device for Business.

    Your 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. I have more than 3 lines on my account. If I fill all 3 registration slots for Total Mobile Protection Multi-Device for Business, how can I get coverage for my other lines?

    When you first sign up for Total Mobile Protection Multi-Device for Business, you have 3 registration slots that you can use for any of the lines on your account. For added flexibility, a registered line will reopen after 12 months of no claims.

    If you'd like to cover more than 3 lines on your account, we recommend signing up for Total Mobile Protection or one of our other single line equipment protection options.

  9. How do I remove one of my lines from Total Mobile Protection Multi-Device for Business?

    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. A registered line will reopen after 12 months without a claim, providing additional flexibility to register a new line.

  10. Are mix and match unlimited plans eligible for Total Mobile Protection Multi-Device for Business?

    Not at this time. Consider Total Mobile Protection or one of our other single line equipment protection options for the business-critical devices on your account.

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 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.

    Note: If you have Smart Home Support and are having an issue with a device in your home, refer to our Smart Home Support FAQs for help.

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

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

    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. 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 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. 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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