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 AT&T Mobile Protection Pack: not just insurance

Protection plus support

Protect your device

Your life is on your device—including your photos, videos, contacts, and more. When you want to make sure your phone has coverage in case it's lost or stolen, replace or locate your phone, restore your data, or get expert support, you can relax knowing that you have AT&T Mobile Protection Pack.

Mobile Protection Pack includes access to expert support and an app to help manage and secure your content for a single eligible device.

See all compatible devices and deductibles (English 

See all compatible devices and deductibles (Spanish) 

And, if you’re claim-free for 6 or more consecutive months, you can save 25% to 50% off your deductible with declining deductibles!2 Once your claim is approved, you will receive your replacement as soon as the next day.1

HOW IT WORKS 

Protect, support, and locate your phone

Once you activate new service or upgrade your device, you have 30 days to enroll in AT&T Mobile Protection Pack. If you are a current Mobile Insurance customer, you can switch your enrolled number to Mobile Protection Pack at any time if you’re eligible.

Protect it with AT&T Mobile Insurance

  • Get protection for loss, theft, damage (including liquid damage), and out-of-warranty malfunction.
  • Receive your replacement device as soon as the next day after your claim is approved.1
  • A non-refundable deductible will be charged to your wireless account for each approved claim. But, your deductible may be reduced when you go claim-free for 6 months or more.2

Support it with ProTech support3

  • Enjoy personalized service from a live, U.S.-based technical expert.
  • Make initial setup easy and get the most out of your device with customized feature and app recommendations.
  • Get advanced troubleshooting and comprehensive support for connecting your device to your car, home, and other electronics designed to work with it.

Locate it with the Protect Plus app4

  • Locate your lost device.
  • Back up and restore content on your device.
  • Click-to-call ProTech support for device help

Filing a claim

Call toll-free 888.562.8662 to file a claim within 60 days of a covered event, such as losing your device. Once your claim is approved, you’ll receive your replacement phone or device as soon as the next day.1

  • If your device was lost or stolen, contact AT&T Customer Care at 800.331.0500 to temporarily suspend your service and prevent unauthorized use.
  • If your device was damaged, return it using the prepaid shipping label provided with your replacement device. Non-return charges may be added to your AT&T wireless bill for failure to return the damaged device.

You have 30 days after activating your new device to enroll in Mobile Protection Pack. If you are a current Mobile Insurance customer, you can switch your enrolled number to Mobile Protection Pack at any time if you’re eligible.

Claims are limited to 2 approved claims within any consecutive 12 months, with a maximum device value of $1,500 per occurrence. A deductible will be charged to your wireless account for each approved claim.

Getting personalized, expert support3

Just call toll-free 888.562.8662 to talk to a ProTech support specialist.

Our U.S.-based experts can help you:

  • Get the most out of your device with customized feature and app recommendations.
  • Troubleshoot issues from basic to the most advanced.
  • Connect your device to your car, home, and other electronics designed to work with it.

You’ll get quick access to live, U.S.-based device help with setup, how-to processes, troubleshooting, and much more.

Hours of operation:
Monday–Friday 7 a.m. to 11 p.m. CT
Saturday–Sunday 9 a.m. to 9 p.m. CT

Finding and securing your phone

With the Protect Plus app4 you can:

  • Locate your lost device
  • Back up or restore content on your device
  • Click-to-call ProTech support for device help

First, make sure your device is compatible.

 

Once you enroll, text PROPLUS to 6583. Or, you can download the Protect Plus app for Android™ or iOS® devices:

   

Then, set up an account to activate your device. Go to att.com/protectplus to log in or learn more.

Learn more about AT&T Mobile Insurance

Eligible mobile phones and tablets on an active AT&T wireless plan are covered (excludes GoPhone®). Please see the full list of devices and their deductibles here.

In general, eligible devices will have the following coverage:

  • Phones: Includes the wireless device, a standard battery, a standard battery charger, and a SIM card. If also part of the covered loss, you get your choice of one of the following accessories: a carrying case, an automobile cigarette lighter adapter, or a standard wired earpiece (not a specialty earpiece such as Bluetooth®).
  • Wireless Home Phone: Includes the wireless device, a power cord, a back-up battery, a phone cable, and a SIM card.
  • Netbook or notebook: Includes the wireless device, a standard battery, a standard battery charger, and a SIM card.
  • Tablets: Includes the wireless device, a standard battery charger, a USB cable, and a SIM card.

AT&T Mobile Protection Pack includes Mobile Insurance, which provides protection against lost or stolen devices, accidental physical or liquid damage, and out-of-warranty malfunctions.

Yes, a non-refundable deductible will be charged to your wireless account for each approved claim. Deductibles amounts are based on device tiers. The standard deductible tiers are: Tier 1 $50, Tier 2 $125, and Tier 3 $199 per approved claim depending on your device model.

Declining deductibles are available if you are enrolled and haven’t filed a claim for at least six consecutive months. Continuously enrolled customers who go claim-free for six months or more can get a 25% to 50% discount off the standard deductible.

To file a claim online, go to phoneclaim.com/att. To call to file a claim, call Asurion Customer Care at 888.562.8662.

 

Hours of operation:
Monday–Friday 7 a.m. to 9 p.m. CT
Saturday–Sunday 8 a.m. to 8 p.m. CT

If your device is lost or stolen, you should contact AT&T Customer Care at 800.331.0500 to temporarily suspend your service and prevent unauthorized use.

You are required to return your damaged or defective device using the prepaid shipping label provided with the replacement device. You must return the damaged or defective device within 10 days to avoid non‐return charges of up to $850.

If your device is lost or stolen, the requirement to return the device does not apply. However, if the lost device is found, you are required to return it by using the prepaid return label included with the replacement device.

The deductible is automatically billed to your AT&T wireless account when your replacement device ships.

You may file two (2) claims within any consecutive 12-month period with a maximum replacement value of $1,500 per claim.

Coverage automatically terminates, and you will be ineligible for AT&T Mobile Insurance for a period of 12 months starting from the date of your second covered loss.

There is no waiting period.

Claims must be reported within 60 days of the date of loss.

No. The devices must be owned or leased and in use on the mobile number enrolled.

As soon as next-day device replacement for your device: Claims approved by 5 p.m. CT will be shipped and, in most cases, delivered the next day for enrolled devices.1

Our goal is to fulfill claims with the same make and model. However, some models may no longer be available. Claims for devices may be fulfilled with AT&T Certified Like-New equipment or other models of like kind and quality. Colors, features, and accessory compatibility are not guaranteed.

No. The terms and conditions of the Mobile Protection Pack program state that a replacement device similar type and quality will be provided for your claim. The insurance program is independent of the AT&T upgrade program. You should contact AT&T directly to determine upgrade eligibility.

Generally, you must enroll within 30 days of activation or upgrade. 

ProTech support is available to Mobile Protection Pack subscribers and offers access to U.S.-based expert technical support for your covered device and most items with which it connects. Call Enhanced Support at 888.562.8662.

Hours of operation:
Monday–Friday 7 a.m. to 11 p.m. CT
Saturday–Sunday 9 a.m. to 9 p.m. CT

The Protect Plus app is available to Mobile Protection Pack subscribers. You must download and install the app on your device to manage your content and remotely locate, lock, and wipe your device. You can also click-to-call Enhanced Support for device help from the app. You must set up an account to activate the app. A free version of the app, with limited features, is also available for download.


AT&T Mobile Protection Pack: Includes AT&T Mobile Insurance, ProTech support, and the Protect Plus app. Must enroll within 30 days of new activation or device upgrade, or already be enrolled in AT&T Mobile Insurance or AT&T Multi-Device Protection Pack to be eligible. Monthly charges of $9.99 per enrolled number billed directly to your wireless account. Cancel any time. Devices: Requires eligible device with active AT&T wireless plan (excluding GoPhone®) in good working condition at enrollment. Deductibles: Standard deductibles apply and are billed to your account. Declining deductibles may apply based on eligibility. Coverage: Coverage for loss, theft, accidental physical or liquid damage, and mechanical or electrical malfunction after expiration of manufacturer warranty period. Claim limits: Two claims within any consecutive 12-month period. Maximum value of $1,500 per occurrence. Claims may be fulfilled with new or AT&T Certified Like-New equipment of the same or other models of like kind and quality. Colors, features, and accessory compatibility are not guaranteed. Mobile Insurance is underwritten by Continental Casualty Company, a CNA company (CNA), and administered by Asurion Protection Services, LLC (in California: Asurion Protection Services Insurance Agency, LLC, CA Lic. #OD63161; in Puerto Rico: Asurion Protection Services of Puerto Rico, Inc.), a licensed agent of CNA.  ProTech support: Available for covered devices only; support provided by AT&T Mobility LLC.

Additional restrictions apply. All applicable taxes and surcharges extra.

1Deliveries to Alaska, Hawaii, Puerto Rico, and the U.S. Virgin Islands cannot be shipped for next-day delivery. Colors, features, and accessory compatibility are not guaranteed.

2Declining deductibles: Continuously enrolled customers who remain claim-free for 6–12 consecutive months save 25% off the standard deductible, and at 12 consecutive months or more save 50% off the standard deductible.

3ProTech support is available as a standalone service for $9 per month per enrolled mobile number.

4Protect Plus app: Requires compatible device (excludes BlackBerry® 10 and Windows® phones). Technical limits may prevent certain features from working on all devices. Lock and erase features are not available for iOS devices. App functionality requires device powered on and in AT&T domestic wireless coverage. Accuracy, availability, and timeliness are not guaranteed. Data charges apply for app download. Free version of app with limited features also available for iOS and Android™. Protect Plus app provided by Asurion Mobile Applications, Inc.

See a full list of devices and their applicable deductibles, or call Asurion at 888.562.8662. For full terms and conditions. go to att.com/mppterms.

©2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo, and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. All other trademarks are the property of their respective owners.