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Set up insurance replacement device

Learn how to activate your insurance replacement device and mail your damaged device to Asurion.


Activate insurance replacement

When you receive your replacement device after filing an insurance claim:
  1. Remove your replacement device and set the shipping box aside. You’ll need it to return your damaged device.
  2. Charge your replacement device.
  3. Transfer your contacts and content to your replacement device. (If it's not already in the device.)
  4. Remove the SIM card from your damaged device and insert it into the replacement device.
  5. If the original SIM isn’t available:
    • Insert the new SIM card provided into the replacement device.
    • Go to (You will need the SIM/ICCID and IMEI numbers which are located on the SIM card or the device box.)
    • Sign in to your myAT&T account.
    • Update the SIM card number.

Mail damaged device

Mail your damaged device to Asurion with 10 days of receiving your insurance replacement device. (These steps aren’t applicable for lost or stolen devices.) To mail your damaged device:
  1. Remove all personal content and settings from your damaged device:
    • For iPhones and iPads, tap Settings > General > Reset > Erase All Content and Settings. Learn more about erasing your phone's data.
    • For all other devices, visit Device Support to learn how to perform a Master Reset. Select your device and search for Master Reset, or follow the User Manual.
  2. Remove the case, memory and SIM cards, and all accessories from your damaged device.
  3. Place the damaged device and battery securely in the box.
  4. Put the bottom part of your packing slip into the shipping box.
  5. Seal the box and attach the prepaid label over the original label.
  6. Send the package via U.S. Mail.

Additional steps

For help setting up your insurance replacement device, call ProTech support at 1.888.4PROTECH (1.888.477.6832).

(Mobile Insurance customers may also call ProTech support for one-time courtesy replacement device help.)

For additional help, you can:
  • Visit Device Support to view interactive tutorials and instructional videos.
  • Chat with us using the Chat button when available.
  • Call 611 from an AT&T wireless phone.
  • Call 800.331.0500.
Last updated: October 17, 2018

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