File a claim FAQs

General Information

  1. How do I file a claim?

    You must be the Account Owner or Account Manager to file a claim, which requires your Verizon Account PIN. Also, if a deductible applies to your claim, you must pay it at the time of filing.

    If your device is:

    • Lost, stolen or damaged - You can file a claim on Asurion's website or by calling (888) 881-2622.
    • Has a manufacturer's defect - Call Verizon at (866) 406-5154.

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

    For more information, refer to our How to replace a lost, stolen or broken phone, tablet or other 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.

  2. What is my deductible when I file a claim?

    A deductible applies for lost, stolen and damaged claims* (based on device type and whether you receive a replacement or your device is eligible for Cracked Screen Repair, for select smartphones and subject to parts availability).

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

    *Florida residents are also subject to a deductible for post-warranty defect claims.

  3. How do I know if I have insurance coverage / device protection on my device?

    If you aren't sure if you're enrolled in a device protection option or which one you have:

    1. Go to the Products & Apps page in My Verizon.
    2. Tap or click the Manage Your Products tab.

      Note: If you have more than one device on your account, select the device you want to verify device protection for.

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

    • Verizon Protect
    • Verizon Protect Multi-Device
    • Total Mobile Protection
    • Total Mobile Protection Multi-Device
    • Total Mobile Protection Multi-Device for Business
    • Total Equipment Coverage
    • Wireless Phone Protection
    • Extended Warranty

    Note: If you're not enrolled in device protection, refer to our How to replace a lost, stolen or broken phone, tablet or other device page for replacement options based on the issue you're experiencing.

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

    Lost, stolen or damaged device - Asurion may fulfill claims with new or refurbished devices. You may also receive generic accessories.

    Device with a manufacturer's defect* - If you experience a post-warranty defect (electrical or mechanical malfunction), Verizon will replace your device with a Certified Like-New Replacement (a like unit or one of comparable quality).

    In general, it's our goal to provide you with a replacement device that is the same color and has the same features. If the same make and model isn't available, a similar make and model will be substituted. Color, feature and accessory compatibility aren't guaranteed.

    *Florida residents: Verizon Extended Warranty (EW) program is not available in Florida; in Florida, coverage for post-warranty defects is provided by the insurance program (WPP) (deductible and claim limit apply).

  5. How do I have my device repaired?

    Eligibility for cracked-screen repair or battery replacement is determined through the claims process. It's available for select smartphones in select locations and is subject to parts availability and extent of damage (cracked front screen only).

    If eligible, 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.

    Notes:

    • Screen repairs will be completed using original manufacturer parts as soon as the same day.
    • Battery replacement is provided under the Verizon Extended Warranty program and gives unlimited repairs and replacements for post-warranty defects (electrical and mechanical malfunctions), including battery replacement for battery malfunctions. In Florida, battery replacement coverage is provided by the insurance program (device replacement deductible and claim limit apply).
  6. 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., electrical or mechanical malfunctions). It isn't physical damage to 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.

  7. 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.

  8. Where can I find the Terms & Conditions for the device protection options?

    You can view the Device Protection Terms & Conditions online.

Tracking a claim

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

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

    • Go to Asurion's website.
    • Follow the onscreen prompts to enter the necessary information (including your Verizon mobile number and account PIN).

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

  2. 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 and time your insurance claim is approved:

    1. Claims approved Mon - Sun by 4 PM: Asurion will deliver and set up your device the same day. Available for select smartphones, subject to parts availability. Eligibility is determined at the point of claim.
    2. 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).
    3. Claims approved Fri by midnight ET / CT:Asurion will ship your device for Sat or Mon delivery, based on your location.
    4. 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 store or by calling (866) 406-5154.

    Florida residents: For a defective device, please file a claim on Asurion's website or by calling (888) 881-2622.

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