Protection Plan FAQs

Coverage

What is covered under the plan?

The following coverage starts on the date of plan purchase and provides benefits above and beyond the manufacturer’s warranty:

Drops, spills, and cracked screens
24/7 tech support
Power surge failures
Battery failure

The following coverage starts after the manufacturer’s warranty period:

Mechanical/electrical malfunctions
Failures due to normal wear and tear

What is not covered under the plan?

Loss, theft and intentional damage
Scratches, dents and dings to products that still work as intended
Accessories not included in the original phone box
Malfunctions covered by the manufacturer’s warranty

Additional exclusions apply. See Terms and Conditions for complete list.

When does my plan start?

Your plan starts the day you purchase the plan.

How long will my plan cover my new product?

Your confirmation email will tell you how long your product is covered. You can also find your plan coverage details by searching “Asurion” at amazon.com/orders.

How does the manufacturer’s warranty work with my plan?

During the manufacturer’s warranty, the manufacturer typically covers most failures, except for accidental damage from handling and failures due to power surge. If you have an issue during the manufacturer’s warranty, we can help connect you with the manufacturer.

Do I need to register my product?

You are not required to register your product - it is optional. If you would like to, please click here to save your digital receipt making it easier to file a claim in the future.

Tech Support

What is covered under tech support?

We make sure you get the most from your new product - from set up and troubleshooting to connecting to other devices - we help keep you up and running 24/7. See plan confirmation email for tech support phone number.

Service Fee

How is the service fee determined?

The service fee is based on price of phone and fulfillment method. The fulfillment method (repair or replacement) is determined by Asurion based on phone type, issue and parts availability.

See Service Fee table:

Phone Price	Repair	Replacement
$150-199	$10	$29
$200-249	$19	$39
$250-399	$29	$49
$400-699	$39	$99
$700+	$49	$129

What are the various repair or replacement options Asurion has to fulfill my phone claim?

Repair
Local Repair Pay out of pocket to get your phone fixed at a repair facility and we’ll quickly reimburse you. Carry-In For select phones, subject to parts availability, we’ll schedule an appointment at an authorized repair center to get your phone fixed. In Home Repair For select phones, subject to parts availability and location, a certified tech brings the repair to your home or office. Mail-In For select phones, subject to parts availability, you’ll send your device to us via a prepaid shipping label, we will repair it and quickly return it to you.

Repair

Local Repair
Pay out of pocket to get your phone fixed at a repair facility and we’ll quickly reimburse you.

Carry-In
For select phones, subject to parts availability, we’ll schedule an appointment at an authorized repair center to get your phone fixed.

In Home Repair
For select phones, subject to parts availability and location, a certified tech brings the repair to your home or office.

Mail-In
For select phones, subject to parts availability, you’ll send your device to us via a prepaid shipping label, we will repair it and quickly return it to you.

Replacement
Advanced Exchange For select phones, as soon as next day we will send you a replacement device and then you will return your device via prepaid shipping label. Reimbursement You’ll quickly receive an Amazon egift card for the purchase price.

Replacement

Advanced Exchange
For select phones, as soon as next day we will send you a replacement device and then you will return your device via prepaid shipping label.

Reimbursement
You’ll quickly receive an Amazon egift card for the purchase price.

Filing a Claim

How do I file a claim?

You can complete your entire claim online - it’s the quickest and easiest way to get your product back up and running.

Is there a waiting period before I can file a claim?

There is no waiting period. A claim can be filed anytime after purchase if the failure is covered.

What do I need to file a claim?

Your order receipt for the plan as well as your product receipt will be needed. A copy of your order receipt for your plan can be found on amazon.com/orders; then, search “Asurion,” find the correct plan, and click “Invoice.”

Cancellation

Can I cancel my plan?

You may cancel your plan anytime (with a full refund if canceled within the first 30 days). After 30 days, you will receive a prorated refund.

How do I cancel, if needed?

Visit amazon.com/orders and search “Asurion.” Find the plan you wish to cancel. Within the first 30 days, click “Cancel Policy.” After 30 days, click “Contact Seller” and select “Return Product” as the subject.