- Inability to power on.
- Device speaker malfunction due to microphone not working.
- Charging port not working.
- Battery does not hold a charge, etc.
Florida customers: File a claim on Asurion's website or call (888) 881-2622 for a malfunctioning device due to mechanical or electrical failure after the manufacturer's warranty has expired.
For more information about Verizon / Asurion device protection and replacing your device, refer to the device protection brochure.
Note: If you have Verizon Home Device Protect or Smart Home Support and are experiencing issues with a TV or home tech, refer to our Verizon Home Device Protect FAQs or Smart Home Support FAQs for help.
What is my deductible when I file a claim?
A deductible applies when you file a claim for a lost, stolen or damaged device.* The amount is based on device/model type and whether you receive a replacement or are eligible for cracked glass repair (select smartphones and subject to parts availability).
Deductibles may change from time to time, and you can find deductibles for your specific device on Asurion's website.
*Total Equipment Coverage and Extended Warranty are not available for Florida customers. In Florida, coverage for post-warranty malfunctions is provided by the insurance program (device replacement deductibles and claim limits apply).
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, go to the Services & perks page in My Verizon. If you have more than one device on your account, select the device to check if that line has device protection.
You'll see one of the following device protection options listed in your features if you have one:
- Verizon Mobile Protect
- Verizon Mobile Protect Multi-Device
- Total Equipment Coverage*
- Wireless Phone Protection
- Verizon Extended Warranty*
If you're not enrolled in device protection, refer to our Repair or replace mobile devices FAQs for replacement options based on the issue you're experiencing.
*Total Equipment Coverage and Extended Warranty are not available for Florida customers. In Florida, coverage for post-warranty malfunctions is provided by the insurance program (device replacement deductibles and claim limits apply).
What type of device will I receive as a replacement?
Lost, stolen or damaged device - Asurion may fulfill claims with new or refurbished replacement devices.
Device malfunction claims, including battery malfunction - Verizon may provide a replacement device.*
In general, it's our goal to provide you with a replacement device (for an insurance or post-warranty malfunction claim) 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.
*For Florida customers, post-warranty coverage is provided by the insurance program,
Are repairs an option?
Eligibility for cracked glass repair, for select smartphones, is determined at the time of claim approval, with a $0 deductible per approved claim. This repair option is only available for select smartphones in select locations and is subject to parts availability.
Devices with damage to the screen and back glass are not eligible for repair unless the device is eligible for both cracked screen and back glass repair (if ineligible for repair, insurance terms and damage deductible apply). Repairs are performed by an Asurion-certified technician and come with a 12-month limited warranty. Repairs may use new or refurbished parts, may contain original or non-original manufacturer parts, and may void the manufacturer warranty. Repair options may include in-store repair, mail-in repair or at-home repair. Check current device eligibility.
How do I know if my device is damaged or malfunctioning?
A device that has been subject only to normal use and service might be eligible for coverage under Verizon Extended Warranty if your device experiences a post-warranty malfunction such as failure of the battery to hold a charge or the microphone stops working, that is caused by a defect in the material and/or workmanship of the device. If the device has physical damage including liquid damage, or a cracked screen, it will not be eligible for coverage under Extended Warranty.
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.
Where can I find the Terms & Conditions for the device protection options?
You can view the Important Things to Know About Device Protection and access the Device Protection Terms & Conditions in the brochure.
How do I check the status of an insurance claim?
You can check the status of your claim or device return on Asurion's website.
Follow the on-screen prompts to enter the necessary information (including your Verizon mobile number and account PIN). Then you'll see the status of your claim or return.
How quickly will I receive my replacement device after filing a claim?
For insurance claims for lost, stolen or damaged devices (and post-warranty malfunction claims for Florida customers), the date you receive your replacement device will be determined by the date and time your insurance claim is filed and approved:
- Claims approved Mon - Sun by 4 PM (local time): Pro On the Go will deliver and set up your device the same day.* Available for select smartphones in select locations, subject to inventory and technician availability. Eligibility is determined at the point of claim.
- Claims approved Mon - Fri by 12 AM CT: Asurion will ship your device for next business day delivery (Sat delivery where available).
- Claims approved Sat by 12 AM CT: Asurion will ship your device for Mon delivery.
- Claims approved Sun by 10 AM ET: Asurion will ship your device for Mon delivery.
For in-warranty claims (but not for any device received pursuant to an insurance claim, which should be directed to Asurion), replacement devices can be obtained by calling us. You may visit a Verizon store to file an in-warranty claim but the replacement device will be shipped to you.
Note: Next day / Sat delivery may not be available in some locations. Customers in Alaska and Hawaii will receive shipping options at the time of claim approval. Fulfillment options vary based upon location and device availability, and may be changed from time to time. International shipping may be limited by country/territory rules and regulations.
