The simple guide to filing a phone insurance claim with Asurion

So you just bought a new phone and you've already cracked the screen? We've all been there.

Don't panic. If you have an Asurion mobile protection plan, you don't have to worry about a cracked screen, water damage, loss or even theft. Our experts are here to make things right. We'll fix your broken device or send you a replacement as soon as the same day. All you need to do is file a claim, either online or over the phone.

What is a phone insurance claim?

A phone insurance claim is how you request to receive a replacement phone or a repair to your existing phone if something happens to your insured device. 

How do I file a phone insurance claim?

Filing a phone claim is easy and only takes a few minutes. You'll just need to provide a little bit of information to begin the process:

1. Your phone carrier
2. Your phone number
3. Your device make and model

Once we have those details, you'll need to briefly describe what happened to your phone and when. Did you drop it? Was it stolen? Did it get wet? Let us know as much as possible so we can get you reconnected ASAP.

Next, we'll need your billing and shipping address. Phone insurance includes a deductible, so you'll provide your payment info here as well. But don't worry—in most cases, it's far less than what you would spend on a new device.

Don’t waste time scrolling

Life is short. Ask our experts and get answers now.

Ask an expert

Why do I have to pay a deductible?

Like other insurance programs, Asurion mobile protection plans require a monthly premium plus a deductible when you file a claim. But we try to make it as affordable as possible, and we accept multiple types of payment.

How long will it take for me to receive my phone?

Submit your claim, and check its status online. In the meantime, our experts will get to work. If it turns out you'll need a replacement phone, you won't have to wait long; we ship 96% of replacement devices the very next day*.

Here are 3 ways to avoid slowing down your claims process:

1. Share the correct device make and model that is listed on your account or covered by the protection plan.
2. Make sure the shipping address matches your billing address. 
3. If your device was lost or stolen, report it to your carrier before submitting the claim.

You'll also have to send us your old or damaged device within 10-15 days—depending on your contractual agreement—after receiving a replacement so you're not charged additional fees. Check out our guide to how to send in your damaged phone after receiving a replacement and follow the steps closely.

That's it! We know your life is on your device. It's why we help you protect your device against costly repairs and replacements—and why we make filing a claim so simple. But don't take our word for it—hear it from our customers:

“I had no trouble setting up a claim for my lost/stolen phone,” said Jennifer W. “The replacement phone came very quickly—a day earlier than expected, and I was impressed with the service.”

So was Javier M. He said our experts made his claims process easy: 

“They'll take care of you quick, no hassle, a smooth experience, I had my phone the next day! I'm a very happy customer.”

*2018 Asurion Claims Data