Verizon Protect FAQs

General Information

  1. What is Verizon Protect?

    Verizon Protect offers device protection, security and technical support for your digital lifestyle. It covers not only your devices, but also protects your personal data and helps you manage your calls.

    • Device repair and replacement
    • Security and privacy
    • Wi-Fi security and protection
    • Identity theft monitoring
    • Identification of unknown phone numbers
    • Personalized help from our team of Tech Coach tech experts

    New York customers: Verizon Protect isn't available for New York customers at this time.

    Other device protection options are available.

  2. How much does Verizon Protect cost?

    You can get Verizon Protect for a single line with an eligible device, or you can get Verizon Protect Multi-Device for your wireless account that has 3 – 10 lines with eligible devices.

    To enroll in Verizon Protect, you'll pay a monthly fee:

    • Verizon Protect (single device): $17/month
    • Verizon Protect Multi-Device: $50/month

      Note: For this price, you can file claims on up to 3 eligible devices on your account with Verizon Protect Multi-Device. If you have more than 3 lines, you can purchase additional coverage for $11/month for each additional line you need covered.

    You'll also need to pay a deductible if you file a lost, stolen or damaged claim on a covered device. Deductibles vary by device and whether you receive a replacement or your smartphone is eligible for cracked-screen repair. Cracked-screen repair is for select smartphones, subject to parts availability.

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

    Florida customers: In Florida, battery replacement coverage is provided by the insurance program (device replacement deductible and claim limit apply). Eligibility determined at the point of claim.

  3. Who can enroll in Verizon Protect?

    To enroll in Verizon Protect, you must:

    • Have a standard account

      Note: Prepaid, government and business accounts aren't eligible at this time.
    • Meet one of the following criteria:

      • Enroll within 30 days of either:

        • Purchasing and activating an eligible new device on a new or existing line
        • Bringing your own eligible device that:

          • 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)
        •  Already have Total Mobile Protection or Total Equipment Coverage
        • Enroll during an open enrollment period (open enrollments aren't guaranteed)
    • For Verizon Protect Multi-Device only: Have 3 -10 lines with eligible devices on your account

    You can check your eligibility in My Verizon for an existing line or account. If Verizon Protect or Verizon Protect Multi-Device is listed under the Get Products tab, you're eligible to enroll.

    New York customers: Verizon Protect isn’t available for New York customers at this time.

  4. What are the benefits of Verizon Protect Multi-Device, instead of Verizon Protect for each individual line?

    Verizon Protect Multi-Device may be a better option than enrolling in 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 one of your 3 coverage slots. You'll still have 2 more coverage slots available that you can use for any line on your account.

      If you fill all 3 coverage slots, you can add coverage for up to 7 additional lines, for just $11/month per line. Each additional line coverage gives you 1 more coverage slot and 3 more shared claims.

    • 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 Verizon Protect 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.

    • Technical support, security and privacy, spam call filtering and public Wi-Fi security are included for all eligible devices on your account, up to 10 lines. If you sign up individually, you'll have those features for only the enrolled device.
  5. How do I get Verizon Protect?

    If you're eligible, you can sign up for Verizon Protect through My Verizon:

    Note: You must be the Account Owner or Account Manager to sign up for Verizon Protect. Verizon Protect Multi-Device can only be added by the Account Owner.

    • Website: Go to the Products & Apps page in My Verizon.
    • My Verizon app:
      1. Tap the Menu icon in the top left corner of the screen.
      2. Tap Account.
      3. Tap Add-Ons.
      4. Tap Essentials.
      5. Scroll to the Device Protection section and tap Learn More
      6. Tap Enroll for the lines you want covered.

        Note: If you want Verizon Protect Multi-Device, you must select the Account Owner line.
      7. Select Verizon Protect or Verizon Protect Multi-Device, and then tap Next.

    You also need to download the following 3 apps from the Apple App Store® or Google Play™ Store to get all of Verizon Protect's functionality:

  6. Can I have Verizon Protect and another device protection option on my account at the same time?

    You can have one line enrolled in Verizon Protect and another line enrolled in Total Mobile Protection on the same account. However, you can't have the same line enrolled in 2 different device protection options.

    Verizon Protect Multi-Device can't be combined with any other device protection option.

  7. Can I switch between Verizon Protect and Verizon Protect Multi-Device?

    You must meet the eligibility requirements in order to enroll in Verizon Protect Multi-Device, even if you currently have coverage on individual lines.

    If you have Verizon Protect Multi-Device, you can cancel your account coverage anytime. However, you'll only be able to sign up for Verizon Protect on lines that were registered when you canceled (e.g., lines that you’ve filed a claim on). Lines that weren't registered when you canceled must meet the eligibility requirements in order to enroll in Verizon Protect.

    For example, if you have 5 lines on your account, and you’ve filed claims on 2 of those lines (e.g., 2 of your coverage slots are being used), only those 2 lines in coverage slots are eligible for Verizon Protect. The other 3 lines won’t be eligible for Verizon Protect until they meet the eligibility requirements.

  8. Where can I find important information about Verizon Protect?

    You can find additional important information about Verizon Protect on our website or in a Verizon store.

  9. How do I cancel Verizon Protect service?

    You can remove Verizon Protect from your account at any time from the Products & Apps page in My Verizon. Upon canceling, you'll receive a prorated refund of your monthly fee.

    DO NOT remove Verizon Protect if you want to switch to another device protection option. If you do, you'll lose your device protection eligibility. Instead, go to the Products & Apps page in My Verizon and enroll in the device protection option you want. You'll be prompted to remove Verizon Protect during the enrollment process.

    Note: If you cancel Verizon Protect, your current device won't be eligible for Verizon Protect or any other device protection option unless it meets the eligibility requirements.

Device Repair and Replacement

  1. How is my device covered with Verizon Protect?

    These Verizon Protect device protection benefits are available for select smartphones, subject to parts availability:

    • Same-day device replacement and setup.† Get your replacement device delivered and set up the very same day it's lost, stolen or damaged (in most cases). We'll deliver your smartphone, help transfer your data and set it up exactly how you want.1
    • Unlimited †, fast cracked-screen repair. If the screen on your eligible smartphone shatters, your day doesn't have to. Get your screen fixed for only $29 as soon as the same day, each time you need it.2
    • Battery replacement. † Don't let battery issues drain you. Get help fast at a Verizon Authorized Repair Facility.3
    • Tech Coach. Live, on-demand access to Tech Coach experts who can help you optimize your device and answer virtually any question. Download the Tech Coach app to learn more.4

    The above benefits are provided under Total Mobile Protection. Eligibility for the above benefits will be determined at time of claim approval. Same-day device replacement and setup is only available when enrolled in Verizon Protect or Total Mobile Protection (single line or multi-device).

    † These enhanced benefits are not available for New York customers.

    1 Eligibility is contingent on certain criteria including claim approval time.

    2 Visit phoneclaim.com/Verizon to check eligibility, which is subject to change.

    3 Battery replacement provided under the Verizon Wireless Extended Warranty program is available in select locations. In Florida, battery replacement coverage is provided by the insurance program (device replacement deductible and claim limit apply). Eligibility determined at the point of claim.

    4 The Tech Coach app collects data from the user's device to facilitate certain Tech Coach services, including but not limited to the Tap-to-Call, Tap-to-Chat and device optimization and insights functionalities. This data is used solely for Tech Coach services. For complete details, see the Tech Coach terms of service. Device must be on and within the Verizon Wireless Data Network Coverage Area for the Tech Coach app to function. Data usage applies for download and use. The self-help and proactive support functionalities are available at no charge for eligible devices.

  2. How do I file an insurance claim when I have Verizon Protect?

    Go to our Device Protection FAQs for information on filing and tracking insurance claims.

  3. What happens if I run out of coverage slots or claims with Verizon Protect Multi-Device?

    You can file a claim for any line on your account and 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 one of the 3 coverage slots included with Verizon Protect Multi-Device. If you use the last coverage slot on your account, you’ll have 30 days to enroll in additional coverage. For an additional $11/month, you get another coverage slot and 3 more shared claims that you can use on any line on your account.

    If you still have an open coverage slot, but run out of claims, you can still purchase additional coverage for $11/month to get the 3 extra claims to use. Plus you’ll have an extra open coverage slot if you ever need it.

    Notes:

    • You can only purchase as much additional coverage as you have lines on your account. For example, if you have 5 lines on your account, you can have a maximum of 5 coverage slots and 15 claims for your account.
    • If you don't add additional coverage within 30 days of filling your last coverage slot, the remaining lines on your account won't be covered. You must meet the eligibility requirements in order to cover any other eligible lines on your account.

Security and privacy

  1. How does Verizon Protect provide security and privacy?

    Protect your smartphones, tablets and home computers from online threats and get around-the-clock peace of mind. Avoid risky websites and downloads, block and remove malware and viruses, and identify which mobile apps are accessing your private info.1

    † These security features are available through Digital Secure and Call Filter Plus. They are offered solely by Verizon, and are not part of the insurance program.

    1Compatible 4G or 5G device required. OS restrictions apply. Android OS 4.4+ or iOS 11+ for smartphones and tablets; Windows 10, 8.1, 8 or 7 or MAC OS X 10.12+ for computers. Anti-virus and app privacy scanning not supported on iOS. Digital Secure app download required.

  2. How do I use the Digital Secure app to access Verizon Protect’s security and privacy features?

    Refer to our Digital Secure FAQs and How to use Digital Secure page for instructions on downloading and using the Digital Secure app.

Wi-Fi security and protection

  1. How does Verizon Protect provide Wi-Fi security and protection?

    Connect to public Wi-Fi with confidence. Safe Wi-Fi's advanced VPN technology makes your Wi-Fi connection secure and private.2

    † These security features are available through Digital Secure and Call Filter Plus. They are offered solely by Verizon, and are not part of the insurance program.

    2 OS restrictions apply. Smartphones and network-enabled tablets must be running Android OS 4.4+ or iOS 11+. Digital Secure app download required.

  2. How do I turn on my Wi-Fi security and protection?

    Wi-Fi security and protection is available from our Digital Secure app. Go to our How to use Digital Secure page to learn how to turn on your VPN.

Identity theft monitoring

  1. What identity theft monitoring does Verizon Protect provide?

    Your identity should only belong to you. Take control with always-on ID monitoring, dark web surveillance, theft alerts and recovery tools.3

    † These security features are available through Digital Secure and Call Filter Plus. They are offered solely by Verizon, and are not part of the insurance program.

    3 Enrollment via Digital Secure app required. Verizon does not monitor all transactions and cannot protect against all identity theft; credit monitoring is not provided. Customer should contact three national credit bureaus, Equifax, Experian and TransUnion, to monitor credit report. Customer should always take steps to safeguard personal information to reduce chances of becoming a victim of identity theft.

  2. How do I get identity theft protection from Verizon Protect?

    Identity theft protection is available from our Digital Secure app. Download and install the Digital Secure app, and then follow the steps to enroll in identity theft protection.

  3. How does Verizon Protect know what information of mine to monitor?

    After enrolling in identity theft protection you'll be able to enter the information you want monitored, including signing in to your social media accounts from the identity theft portal.

Identification of unknown phone numbers

  1. How does Verizon Protect help me identify unknown phone numbers?

    Get real-time spam alerts and automatic blocking. Plus, get more protection with caller ID, so you can see who is calling, access your personal block lists, and view a risk meter for each spam call.4

    † These security features are available through Digital Secure and Call Filter Plus. They are offered solely by Verizon, and are not part of the insurance program.

    4 Compatible device required; features included vary by device. Call Filter app required for spam blocking and other enhanced spam protection tools.

  2. How do I use the Call Filter app to identify unknown numbers ?

    Please refer to our Call Filter FAQs and How to use Call Filter page for steps on downloading and using the Call Filter app.

Personalized help from Tech Coach tech experts

  1. What kind of tech support do I get with Verizon Protect?

    If you're having an issue with your phone or virtually any device that connects to it, you can contact Tech Coach for help.

    Tech Coaches can solve most issues in just one call. However, if the Tech Coach doesn't have the answer right away, they'll call you back at your convenience with a solution.

    Tech Coach also provides digital tools within the Tech Coach app, including chat support and customized device tips and tricks to help you learn how to get the most out of your device.

    For example, a Tech Coach can help you:

    • Transfer your contacts, photos and videos from one device to another
    • Optimize your device's performance (battery, speed, storage, etc.)
    • Discover apps to help you use your device to its fullest potential (email, browsing, games, etc.)
    • Connect with wireless networks and other wireless devices in and out of your home
  2. How can I contact a Tech Coach?

    It's easy to contact Tech Coach:

    • Tech Coach app - One tap contacts a Tech Coach in seconds, and it’s available virtually 24/7.
    • Call *611 from your mobile phone and say "Tech Coach." Tech Coaches are available:

    Mon - Fri

    7 AM - 9 PM local time

    Sat - Sun

    8 AM - 9 PM local time

  3. How do I use the Tech Coach app?

    Go to our Tech Coach FAQs for more information on downloading and using the Tech Coach app.

Verizon Protect in Alabama/Georgia

  1. I enrolled in Verizon Protect in Alabama or Georgia before 8/1/19. Is there anything I need to do to get the enhanced features available with Verizon Protect?

    If you enrolled in Verizon Protect during the trial period in Alabama or Georgia, you'll receive a notification letter with next steps which will be delivered in September.

    If you'd like to get the enhanced features right away, follow the steps to enroll in Verizon Protect through My Verizon.

    Note: New pricing will also take effect once your account is eligible for the enhanced features.

  2. Apple is a registered trademark of Apple Inc. iOS is a trademark or registered trademark of Cisco in the US and other countries and is used under license. Android is a trademark of Google, Inc.

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