FILE OR TRACK MY CLAIM


You Have Questions? We Have Answers!

General Information

Why should I protect my mobile device?

For most of us, our mobile devices are our connection to the world. Sadly, every day, people just like you lose access to that lifeline due to unforeseen events such as mechanical or electrical breakdown, accidental damage, loss and theft. The mobile protection plans from Assurant Solutions give you peace of mind. Knowing that should this happen to you, a fast and easy claims process will get you reconnected quickly without having to pay significant repair or replacement costs. Program coverages and details vary - speak to a T-Mobile® sales associate to find out how Premium Handset Protection can help you stay connected.

What information can I access on myPHPinfo.com?

The myPHPinfo.com site is your one-stop access point to all the information you need to file, complete or track a device protection claim. Opt in for electronic delivery of your Premium Handset Protection documents and view your deductible, The following functionality is conveniently available on our website to assist you:

  • File My New Claim - Submit a claim online, quickly and easily, 24/7.

  • Track My Claim - Securely log in to obtain real-time updates at every step of the claims process.

    • My Claim Details - Review general information about your claim.

    • My Claim Documents - Download any forms that may be required to complete your claim.

    • My Replacement Device - Get shipping information (including tracking information) for your replacement device.

    • My Return Instructions - Download another shipping label to return the device for which you filed a claim or verify that the device you returned has been received.

  • My Documents - Electronic document delivery allows you to receive and store your coverage documents immediately.

  • You Have Questions? We Have Answers! - View a list of our most frequently asked questions.

  • Assurant Solutions Mobile Services - Learn more about Assurant Solutions Mobile Services and our commitment to keeping you connected to your mobile world.

  • Contact Us - Reach out to us with any questions you may have about Assurant Solutions Mobile Services and the services we offer.

Is there a deductible?

For JUMP! and Premium Handset Protection customers

A non-refundable deductible, per occurrence, will apply for each approved accidental damage, lost or stolen claim. A $5 processing fee will apply for each approved mechanical breakdown claim. For specific details on the deductible amount for your phone model, please click on My Deductible.

For Pay-In-Advance Premium Handset Protection customers

A non-refundable deductible, per occurrence, will apply for each approved claim. For specific details on the deductible amount for your phone model, please click on My Deductible.

Under what circumstances will my device be replaced?

For JUMP! and Premium Handset Protection customers

Your policy covers loss, theft, accidental damage (including liquid damage) and mechanical or electrical breakdown. Exclusions apply. Please refer to your coverage documents for complete details.

For Pay-In-Advance Premium Handset Protection customers

Your policy covers loss, theft, accidental damage (including liquid damage) and mechanical or electrical breakdown after the manufacturer's warranty expires. Exclusions apply. Please refer to your coverage documents for complete details.

How many claims am I allowed?

You are eligible for a maximum of two approved claims within a 12-month period for events involving loss, theft or accidental damage. For Pay-In-Advance customers, the claim limit also applies for mechanical or electrical breakdowns.

How long do I have to file a claim?

Your policy provides 90-day period (unless otherwise required by law) within which you must file a claim after a covered incident.

 

Claims Process

What is the fastest way to file a claim?

For JUMP! and Premuim Handset Protection customers

To file a mechanical or electrical breakdown claim

If your device malfunctions due to a defect in materials or workmanship, please contact T-Mobile at 1-800-937-8997 or visit your closest T-Mobile store.

To file a loss, theft or accidental damage claim

If your device is lost, stolen or accidentally damaged, the easiest and fastest way to file a claim is to complete it online. Simply visit the Homepage on this site. Start at the File or Track My Claim box located on the top right hand side.

For Pay-In-Advance Premuim Handset Protection customers

The easiest and fastest way to file a claim is to complete your claim online. Simply visit the Homepage on this site. Start at the File or Track My Claim box located on the top right.

What information do I need to start a claim?

Please remember that only the authorized person on the account can file a claim. To help you get through the claims process quickly, we recommend you have the following items handy before beginning:

  • Your 10-digit mobile number

  • Device manufacturer, make and model

  • Electronic Serial Number (ESN) or IMEI

  • Email Address (to provide you with updates on the status of your claim or replacement device)

  • A form of payment for your deductible, in the event that one is required once your claim has been approved. We accept credit cards, debit cards and e-Checks. To view your deductible amount, please click My Deductible.

You can also click this Help (?) link for a list of steps.

What is the importance of providing a valid email during the claims process?

Your email address allows us to provide you with important information on the status of your claim, such as when it has been approved, when your device shipped, and a tracking number to confirm delivery of your device. Please note that your email address is used for claim purposes only.

How can I determine my device's manufacturer and model?

Your device's manufacturer and model can be found on the device's original packaging, as well as on the original receipt. T-Mobile may also have the make and model on file so you can contact them directly at 1-877-778-2106.

What if I can't find the serial number (ESN or IMEI) for my device?

Your device's serial number is 8-18 digits and may be an ESN or IMEI. This number is typically located underneath the battery or may be found on the original packaging for your device, your purchase receipt, or you may call your mobile carrier to obtain the serial number.

How do I determine if any additional information or documentation is required for my claim to be processed?

Sometimes, additional information or documentation may be required before a claim can be adjudicated. To help prevent possible delays, you can view the status of your claim and determine if any additional information is required by following these three easy steps:

  1. From the Homepage, start at File or Track My Claim. Enter your mobile number or serial number and click Submit. Once your number has been verified, click on Track My Claim.

  2. Enter your zip code and the words you see (including the space) in the spaces provided and click Continue.

  3. Click on the My Documents tab across the top of the page and verify if your claim documents have been received or if additional information is needed.

Where can I fax my claim documents?

For your convenience, claim documents can be faxed to 1-866-450-4080. Please allow 24 hours for processing.

How can I check the status of my claim?

The fastest and easiest way to check the status of your claim anytime is by visiting the Homepage on this site and following these three easy steps:

  1. From the Homepage, start at File or Track My Claim. Enter your mobile number or serial number and click Submit. Once your number has been verified, click on Track My Claim.

  2. Enter your zip code and the words you see (including the space) in the spaces provided and click Continue.

  3. Tabs will appear at the top of your screen providing you with additional information as you move through the claims process. Simply click on each tab for details.

 

Replacement Device

How long does it take to receive a replacement device?

Once a claim is approved, your replacement device may be shipped overnight, at no charge where available, for delivery within 1-2 business days.

If you provided your email address when filing your claim, an email with tracking information will be sent advising you that the device has been shipped.

Will the replacement device be exactly the same make and model as my original?

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.

How do I activate my replacement device?

For JUMP! and Premuim Handset Protection customers

  1. Charge your device for 12 hours prior to use

  2. Take the appropriate action for your SIM card

    • If your device is lost or stolen, log into your account on my.t-mobile.com. Go to Manage and then to Update SIM Card. Or call customer service at 1-877-778-2106 to have your new SIM card updated for activation.

    • If your device is damaged, remove your SIM card from your old device and insert it in your replacement device.

  3. Complete setup at http://support.t-mobile.com/docs/DOC-2500

It's that simple!
You're now ready to begin enjoying your replacement device!

To ensure satisfaction, your replacement device has been fully tested for quality prior to shipment. If, however, you experience any issues with your replacement device, please call 1-877-778-2106 or visit you closest T-Mobile store for assistance.

For Pay-In-Advance Premuim Handset Protection customers

  1. Charge your device for 12 hours prior to use.

  2. Activate your device by visiting
    http://www.t-mobile.com/shop/plans/ActivateCodes.aspx.

  3. Complete setup at http://support.t-mobile.com/docs/DOC-2500.

It's that simple!
You're now ready to begin enjoying your replacement device!

To ensure satisfaction, your replacement device has been fully tested for quality prior to shipment. If, however, you experience any issues with your replacement device, please call 1-866-866-6285. If our representative authorizes the return of your replacement device, you will be provided with detailed instructions on how to return the device.

How can I maximize the performance of my battery?

There are several things that can be done to maximize battery performance. Your device's manufacturer will have more detailed information, but here are just a few tips to help you get started:

  • Properly "condition" your battery when it is new by fully charging it the first time.

  • Keep your device, batteries and the contact terminals clean. The contacts can easily be cleaned with a cotton swab and rubbing alcohol.

  • Avoid exposing the battery to extreme heat and cold.

  • Use the battery. If possible, avoid letting your battery sit dormant for long periods of time.

  • Use only the device options and accessories that you really need.

  • If the battery is to be idle for an extended period (a month or more), store it in a cool, clean location. Recharge it fully upon re-use.

 

Returning your malfunctioning/damaged device

Why do I need to return my malfunctioning/damaged device?

Once your claim has been approved, the claimed device becomes property of the insurance company and must be returned to Assurant Solutions using the instructions provided.

How do I return my malfunctioning/damaged device?

You will find the necessary items to return your malfunctioning/damaged device included in the packaging of your replacement device. Once received, just follow the instructions below:

  • Complete the "FROM" section of the enclosed U.S. Mail (Postage Paid) First Class Mail label/envelope.

  • Place device (together with battery) into the envelope and seal it.

  • Place the sealed envelope in your home mailbox or any official U.S. Post Office mailbox.

Then, you can use the Track My Claim function to verify if the claimed device has been received.

I can't find the mailing label I need to return my malfunctioning/damaged device. What should I do?

If you have misplaced the mailing label needed to return your malfunctioning/damaged device to Assurant Solutions, you can print a replacement mailing label following these three easy steps:

  • From the Homepage, start at File or Track My Claim. Enter your mobile number or serial number and click Submit. Once your number has been verified, click on Track My Claim.

  • Enter your zip code and the words you see (including the space) in the spaces provided and click Continue.

  • Click on the My Return Instructions tab located at the top. Then click the Return Receipt Label link to download your label in PDF format.

Is there a fee if I don't return my malfunctioning/damaged device?

If you do not return your malfunctioning/damaged device to Assurant Solutions within 10 days from the date you receive your replacement, you may be required to pay an unrecovered equipment fee up to $900. Please refer to the terms and conditions of your coverage documents for details.