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File a mobile device insurance claim

Learn how to file and track an insurance claim to replace your lost, stolen, or damaged phone, tablet, or other device.


ArticleINSTRUCTIONS & INFO

Before you file a claim

  • Make sure your device is covered by one of our device protection plans.1 Not sure if it’s enrolled? Explore how to change or remove AT&T wireless add-ons to confirm.
  • Think your phone or device is lost?
    • Try to find it with GPS or location apps you may have installed before it went missing.
    • Can’t find it? Learn how to suspend service and block your device. Once you suspend service, you won’t be able to track your device.
  • Make sure you file your claim within 60 days of loss or damage.
  • Have this info handy when filing an insurance claim:
    • Device brand and model
    • Wireless security passcode or the last 4 digits of the AT&T account owner’s Social Security or Tax ID number
    • Affidavit, a government-issued ID, or proof you own the device
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File and track an insurance claim

  • Go to phoneclaim.com/att.
  • Call 888.562.8662. We’re available weekdays from 8 a.m. to 10 p.m. ET and weekends from 9 a.m. to 9 p.m. ET.
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Get more claim-filing info

  • Asurion (the insurance provider) uses express delivery. In most cases, you’ll get your replacement device in 1 to 2 business days.2
  • Some devices qualify for cracked screen repair3 (available in select areas for certain devices). If you're eligible, you'll have the option to select screen repair during the claims process. Then, you can choose to visit a repair location or have a tech come to you. To find out if you’re eligible, go to phoneclaim.com/att or call us at 888.562.8662.
  • A non-refundable deductible applies to each claim. Check your deductible
  • With AT&T Protect Advantage for 4:
    • You can file 8 claims in 12 consecutive months.
    • After fulfilling an eighth claim in any 12 consecutive months, we’ll cancel your AT&T device protection plan. You can re-enroll 12 months after the cancellation date, subject to the program availability and the sign-up rules at that time. Claims may be fulfilled with new or AT&T Certified Restored equipment, of the same model or other models of like kind and quality. Colors, features, and accessory compatibility aren’t guaranteed. See att.com/certifiedrestored for details.
  • With AT&T Protect Advantage for 1:
    • You can file 3 claims in 12 consecutive months.
    • After fulfilling 3 claims in any 12 consecutive months, we’ll cancel your AT&T device protection plan. You can re-enroll 12 months after the cancellation date, subject to the program availability and the sign-up rules at that time. Or, you can enroll in AT&T Protect Advantage for 4.
  • With Mobile Insurance:
    • You can only file 2 claims in 12 consecutive months.
    • After fulfilling a second claim in any 12 consecutive months, we’ll cancel your AT&T device protection plan. You can re-enroll 12 months after the cancellation date, subject to the program availability and the sign-up rules at that time. Or, you can enroll in AT&T Protect Advantage for 1 or AT&T Protect Advantage for 4.
  • The maximum value per claim is $2,500.
  • If your replacement device isn’t working when you get it, call Asurion at 888.562.8662 for help.

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