Orlando Harmon
If your phone is lost, stolen, or broken, you may be able to get a replacement for little to no charge. If your phone is new and has a technical problem, it could be covered by the manufacturer’s warranty. Otherwise, you can get your phone replaced if you opted for mobile insurance with AT&T and their insurance partner, Asurion. If you’re covered by warranty or insurance, you’ll get a replacement phone within a few days.
How to replace a broken phone with insurance from AT&T
| Characteristics | Values |
|---|---|
| Wireless service provider | AT&T |
| Insurance provider | Asurion, AT&T's insurance partner |
| Insurance sign-up period | Within 30 days of purchase or upgrade |
| Insurance coverage | Replacement phones if the old one malfunctions, gets lost, stolen, or damaged |
| Number of insurance claims | 2 insurance claims with $1,500 USD of device coverage each per year |
| Deductible | Depends on the type of phone; $25-75 USD for cheaper flip phones or non-smart devices, $225-299 USD for newer smartphones |
| Deductible payment | Pay in full during the next billing cycle or break it into smaller payments over multiple months |
| Warranty | Only devices bought from AT&T or an official reseller are covered by a 1-year warranty |
| Ineligible for warranty | Devices with liquid or physical damage |
| Lost or stolen phone | Try to find the device using GPS or a pre-installed location app, then suspend your service and block your device |
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What You'll Learn
Check if your phone is eligible for a replacement
To check if your phone is eligible for a replacement, you must first determine whether you have enrolled in AT&T's insurance program, AT&T Protect Advantage, or if you are covered by a warranty. AT&T Mobile Insurance is optional and purchased separately from your device or services.
If you are enrolled in an insurance program, you can check your protection plan details by selecting "Insured" on the AT&T website. If you are unsure whether you are enrolled, you can contact AT&T customer support or Asurion, their insurance partner, by calling 888-562-8662.
If you are covered by a warranty, only devices bought from AT&T or an official reseller are eligible for a replacement. Additionally, the warranty only covers devices for up to one year after the purchase date, and devices with liquid or physical damage are not eligible for a replacement.
If you are enrolled in an insurance program, you can start a claim on the AT&T and Asurion website. You must make your claim within 60 days of your phone getting lost, stolen, or damaged. If you fail to make a claim within this period, you may have to pay the full price for a replacement.
If you are covered by a warranty, you can send in your device for a replacement if it has a technical problem.
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File a claim on the AT&T and Asurion website
To file a claim on the AT&T and Asurion website, start by logging on to the website. On the homepage, click on the “Start Claim” button. You will then be prompted to enter your mobile phone number and the passcode you use for your AT&T login.
After logging in, you will be asked to provide details about what happened to your device and when it occurred. Be as detailed as possible to help Asurion understand how to help you. Depending on your plan, Asurion will repair or replace your product, or reimburse you. Each claim is unique, and it is possible that your product will be replaced with a new or refurbished product.
Note that you must make your claim within 60 days of your phone being lost or damaged. If you fail to do so, you may have to pay the full price for a replacement. If your phone was stolen, the site may prompt you to deactivate your service.
Additionally, like most insurance programs, you will need to pay a deductible when you file a claim. The deductible is usually far less than the full retail price of a new product. The amount you pay depends on the type of phone you have. For example, cheaper flip phones or non-smart devices may cost $25-75, while newer smartphones will cost around $225-299. You can pay the deductible in full during your next billing cycle or break it into smaller payments spread out over multiple months.
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Pay a deductible for your device
If your phone is lost, stolen, or damaged, you may be able to get a replacement from AT&T. If you are covered by warranty or insurance, you will get a replacement phone within a few days. To check if your phone is eligible for a warranty, look at the terms and conditions. Only devices bought from AT&T or an official reseller are covered by a warranty.
AT&T offers three different levels of insurance that provide replacement phones if your old phone malfunctions or is lost, stolen, or damaged. You can check the deductible amount for your device on the Asurion website or by calling Asurion Customer Care. The deductible amount depends on the type of phone you have. For example, cheaper flip phones or non-smart devices may only cost $25–75 USD as a deductible, while newer smartphones will cost around $225–299 USD to replace.
If you make an insurance claim, you will need to pay your deductible during the next billing cycle. You can make up to two insurance claims with $1,500 USD of device coverage each per year. You may be able to break the deductible into smaller payments over multiple months, so be sure to talk to AT&T customer support about your options.
AT&T uses the insurance site Asurion for its coverage and replacement phones. To start a claim, log on to the website, enter your mobile phone number and AT&T passcode, and fill out the claim form. You must make your claim within 60 days of your phone getting lost or damaged. Otherwise, you may have to pay the full price for a replacement.
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Sign up for insurance within 30 days of purchase
If you have recently purchased a new phone, it is important to consider signing up for phone insurance. AT&T offers its customers the opportunity to sign up for insurance within 30 days of purchasing a new phone or upgrading their current device. This is a great option if you did not get insurance when you first bought your phone, as it gives you another chance to enrol.
AT&T offers three different levels of insurance, each with its own benefits. These include replacement phones if your device is lost, stolen, or damaged, as well as coverage for electrical and mechanical issues after the manufacturer's warranty expires. You can also get regular device check-ups to improve signal, speed, and battery life.
If you opt for mobile insurance with AT&T and its insurance partner, Asurion, you can file a claim on their website. You must make your claim within 60 days of your phone being lost or damaged to avoid paying the full price for a replacement. When filing a claim, you will need to provide your mobile phone number and passcode, and fill out a claim form.
It is important to note that there may be a deductible or service fee associated with your replacement device, and the amount will depend on the type of phone you have. Newer smartphones will likely have a higher deductible than cheaper flip phones or non-smart devices.
By signing up for insurance within 30 days of purchasing a new phone, you can have peace of mind knowing that your device is protected and that you won't have to pay full price for a replacement if something happens to your phone.
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Track your AT&T device protection claim
To track your AT&T device protection claim, follow the steps outlined below:
First, sign in to your AT&T account on the AT&T and Asurion website. Asurion is AT&T's insurance partner, and you can access all your AT&T protection benefits in one place on their website. Once you have logged in, select your device. If you see "Status: Insured," it means your device is enrolled in a protection plan.
Next, select "Insured" to review your protection plan details. You will need to have specific information on hand, including your wireless security passcode and the last four digits of the AT&T account owner's Social Security or Tax ID number. You can also try to find your device using GPS or a pre-installed location app. If you are unable to locate your device, you can learn how to suspend your service and block your device to prevent any unauthorized use or access to your personal information.
Additionally, keep an eye out for an email with a link to check your claim status. You can also contact AT&T customer support at 888-562-8662 for further assistance. They are available weekdays from 8 a.m. to 10 p.m. ET and weekends from 9 a.m. to 9 p.m. ET.
Remember, it is essential to file your claim within 60 days of loss or damage to avoid any additional fees or complications.
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Frequently asked questions
Start a claim on the AT&T and Asurion website. Log in with your mobile phone number and the passcode you use for AT&T log-ins, fill out the claim form, and submit it. You must make your claim within 60 days of your phone getting lost or damaged.
If your phone was covered by the warranty and didn't have other damage, you won't have to pay for anything. If your device had damage or didn't meet the warranty requirements, you'll be billed for the cost of your new phone.
You may be able to negotiate with AT&T to break the fee into smaller payments across multiple bills.
The amount you pay depends on the type of phone you have. Cheaper flip phones or non-smart devices may cost $25–75 USD, while newer smartphones will cost around $225–299 USD.
