Topics
- Filing a Claim
- Completing a Claim
- Tracking a Claim
- Deductible Info
- Replacement Device
- AppleCare Services
Filing a Claim
What information do I need to start a claim?
Details about your damaged or lost device.
What's the make, model, and serial number of the device you're claiming? What happened to it? When did it occur?
Payment method for deductible.
If a service fee ordeductibleapplies, have your credit card or checking info handy.
Your personal info.
Have your T-Mobile PIN or myT-Mobile.com user ID and password handy. You'll also be asked for contact info of the primary account holder and claimant.
Shipping details.
For approved claims where a replacement device will be shipped, you'll be asked for your shipping address. (Note: P.O. Box delivery is not available.)
What if I can't find the serial number (IMEI) for my device?
Your 15-digit IMEI number is typically located underneath the battery but you can also check your device’s original packaging or purchase receipt. If your device is still working, dial *#06# to display the IMEI number. For some manufacturers it’s found in the settings. You can also call your mobile carrier to get it.
How many times can I file a claim?
Check your coverage documents or program brochure to get more info about your claim limit. Most plans have a limit on the number of approved accidental damage or lost/stolen claims within a 12-month period from the date of the first replacement/repair. There’s no maximum on the amount of replacements for hardware service (mechanical breakdown).
How long do I have to file a claim?
We encourage you to file a claim as quickly as possible to minimize your downtime. Refer to your coverage documents for details on whether you must file a claim within a specified amount of time, since this can vary by plan.
Why am I being asked to scan my ID?
Identity verification protects your identity and ensures that only an authorized individual is utilizing the benefits from the program.
I’m getting an error related to the quality of my ID Scan. I need help!
To complete the ID scan process, you’ll need to take a clear picture of your ID. Here are some useful tips!
- Put your ID on a flat surface when taking the picture
- Use a flat surface to provide some background contrast to the ID/document and ensure there’s a visible, darker border around the ID/document
- Don’t angle your camera to avoid a skewed picture
- Make sure all four edges and corners of the ID/document are clearly visible
- Avoid glare and shadow on both the front of the ID and the barcode on the back
- Aim for well-lit images (no flash), in sharp focus, and not rotated
- Provide two images when loading a driver’s license; one for the front and one for the back. If you load the same image twice we can’t verify the identification and it’ll delay your claim
- Use the main page only when loading a passport, and make sure it’s a clear photo with the barcode included
- Remember the file size should be less than 5MB
Note:If the image doesn’t follow these guidelines we won’t be able to verify the identification and it’ll delay your claim.
What do I do if I can’t take a picture of my ID with my phone?
Borrow a friend’s or family member’s device or upload a previously saved picture of a Government Issued ID that adheres to the guidelines listed above.
Completing a Claim
Why am I being asked for additional info to complete my claim?
It helps us verify your info and deters fraudulent claims. Completing this documentation helps protect you.
How do I submit a claim form or additional documentation?
Follow these steps to send us the necessary info to complete your claim:
Go to Contact Us, select Document Upload as your inquiry purpose and click Choose File to select the document(s) you are uploading. Then enter your Name, Email Address, Claim Number and Mobile Phone Number. After you check off the “I’m not a robot” box, click Submit.
Why do I need to return my damaged device?
Once your claim has been approved, the claimed device becomes property of the company providing your coverage and must be returned to Assurant® using the instructions provided. If you don’t return your damaged device to Assurant within 10 days from the date you receive your replacement, you’ll be charged an unrecovered device/equipment fee equal to the retail price of the replacement device plus applicable shipping costs. Please refer to your coverage documents for details.
How do I return my damaged device?
We provided you with instructions on how to return the device, along with prepaid shipping materials in your replacement box. Check out the steps in the Quick Start Guide.
If you’re returning an Apple® device please refer to the Apple Device Owner's card, enclosed with your replacement device, for instructions on how to unlock your device, disconnect it from iCloud, and erase its content before returning it to us.
How can I confirm that you received my damaged device?
If you provided your email address when filing your claim, we’ll send you a confirmation email when we receive your damaged device.
I can’t find the mailing label I need to return my damaged device. What should I do?
If you’ve misplaced the mailing label needed to return your damaged device, you can print a replacement mailing label following these three easy steps:
- From the Homepage, start at File or Track a Claim box. Enter your mobile number or serial number, complete the security check and click Submit. Once your number has been verified, click Track A Claim.
- Enter your ZIP code and click Submit.
- Look for the ‘Click here for the return label’ link, from there you can print out your return shipping label.
Tracking a Claim
How do I check my claim status?
The fastest and easiest way is by visiting the Homepage on this site and following these three simple steps:
- On the Homepage, select the Start here button. Enter your mobile number or serial number, complete the security check and click Submit. Once your number has been verified, click Track My Claim.
- Enter your ZIP code and click Submit.
- Tabs will appear at the top of your screen providing you with additional info as you move through the claims process. Simply click on each tab for details.
How long does it take to receive a replacement device?
Claim approval may be instant or may take several days depending on the type of claim and timely receipt of all documentation that is required for processing. Holidays may impact shipping times.
Once a claim is approved, your replacement device will be shipped overnight, at no charge where available, for delivery within one to two business days.
If you provided your email address when filing your claim, you’ll get an email with tracking info alerting you that the device has been shipped.
Plan & Coverage
Where can I buy device protection?
At any T-Mobile store. You can also call T-Mobile. You must enroll within 30-days of a qualified device purchase or upgrade.
Where can I view my terms and conditions (coverage documents)?
If you opt-in to receive coverage documents electronically, you'll be able to view them in the My Documents tab. Be sure to save the PDF where you keep your other important documents.
I didn’t buy my device from T-Mobile. Can I still enroll in device protection?
If you're a Bring Your Own Device (BYOD) customer, T-Mobile has a device protection program that’s right for you! You can enroll in a plan for your device by visiting any T-Mobile store or calling T-Mobile. Your device will need to pass a Visual Mechanical Inspection to qualify for enrollment.
For BYOD customers, T-Mobile-branded devices are automatically assigned to their correct tier (Tiers 1 - 6). Non-T-Mobile-branded devices are automatically assigned to the BYOD Tier 5.
Deductible Info
Deductible
A service fee/deductible will apply for each approved claim. Visit My Deductible page to find the service fee/deductible applicable to your device.
Replacement Device
The replacement device I received is not exactly the same as my original device. How come?
Your device will be replaced with a reconditioned device of like type and quality. If a reconditioned device is not available, the replacement will be made with a new device of like type and quality. And because your satisfaction is so important to us, every replacement device comes with a 6-month warranty.
For AppleCare Services Customers who receive an Apple Certified replacement device, you will have a limited warranty for your replacement device of 90 days (from Apple) or the remaining term of your Apple warranty, whichever is longer.
How do I activate my replacement device?
Go to the first step in the Quick Start Guide
There’s something wrong with the replacement I received. What do I do?
We’re sorry to hear that! Please contact us regarding your issue.
Why didn’t I get a charger or headsets with my replacement device?
This program covers the device and the standard charger, standard battery and SIM card (if applicable to your device). Accessories provided as part of your original purchase are covered only in the event of the simultaneous loss or theft of both the device and the accessory.
AppleCare Services
What is the fastest way to file a claim and use AppleCare Services?
The best place to start is at getsupport.apple.com. Just answer a few questions and you’ll be presented with options to help resolve your issue.
You can also start the claim process with Assurant® by clicking on the File/Track Claim box available on most pages on our website. Enter your mobile number or serial number, complete the security check and click Submit. You’ll be on your way to filing a claim! Just continue to follow the instructions on the screen.
How does AppleCare Services work?
If AppleCare Services is provided to you, this service is available during the first 24 months from the date you enroll in Protection<360> and as long as your plan coverage remains uninterrupted.
I just processed my second accidental damage claim through AppleCare Services. What’s next?
With AppleCare Services, after the first two accidental damage claims go through Apple®, future accidental damage claims will be handled by Assurant®. You can still go to Apple for Hardware Services.
Service & Repair
How will I know if my smartphone is eligible for a $29 screen-only repair?
When and where available, all smartphone devices enrolled in Protection<360>® are eligible for $29 screen-only repairs. When filing a claim, you’ll be given repair or replacement options.
How will I know if my device is eligible for in-store service and repair?
When you file a claim, depending on the device protection plan you’re enrolled in, we’ll present you with the replacement option available to you, which may include service through Apple for eligible devices, device replacement through JUMP!® Upgrades, advanced exchange replacement by mail, or walk-in repair.
