Find out how to file a broken phone claim with Verizon Wireless's phone insurance company, Asurion, for damaged or defective phones. When covered, the insurance company repairs and replaces phones once the claim is approved. This guide will not only walk you through filing a claim, but it can also show you how to find the necessary information to file a claim properly and track the progress of a claim once submitted.
If you have Verizon Wireless Device Protection, you have a few options for replacing or repairing your broken phone. The following guide walks you through filing Verizon insurance claims for devices with any physical damage, including cracked screens, water damage, or manufacturer's defects.
However, if you are not sure you have coverage on the broken device or what kind of coverage you have, follow these steps in your Verizon account:
(Note: If you have multiple devices, select the device you want to verify.)
One or more of the following insurance policies will be listed under features if it applies:
Now that you're sure that your broken device is covered by Verizon Wireless insurance, you can file a claim with Asurion.
For devices with manufacturer's defects, contact Verizon customer service. If you live in Florida, you should file a claim with Asurion instead.
To file a broken phone claim, you will need your Device ID, as well as make and model, which you can find in the My Device page in My Verizon. You must be the account owner or an account manager since you will need to verify your Verizon PIN and pay a deductible at the time of filing. The deductible is applied to insurance claims regarding damaged or stolen phones.
Device repair for cracked screens or battery replacement is determined through the insurance claims process. If your device is eligible, you will be provided at least one of the following options to complete the process:
Note: Devices with cracked screens are repaired using original parts. Battery replacement is only covered under Verizon's Extended Warranty program.
Asurion may fulfill claims regarding damaged devices with a new or refurbished device. Although for defective devices void of warranty, Verizon may replace it with a refurbished device or one of comparable quality.
For insurance claims on damaged devices, the date you receive your replacement device depends on when your claim is approved. Depending on your location, Asurion can send out your replacement the same day or the next day. However, for claims approved on Saturdays and Sundays, Asurion sends out replacements the following Monday or Tuesday.
You can track the status of your Verizon Wireless broken phone insurance claim online by going to Arusion's website and follow the onscreen instructions and prompts to input the required information. Once you enter your mobile number and Verizon account PIN, you'll see the status of your insurance claim.
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