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File insurance claim to replace mobile device

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


ArticleINSTRUCTIONS & INFO

How to file & track a claim

Before filing an insurance claim

  • To file an insurance claim, your device must be enrolled in AT&T device protection1. To verify your enrollment in AT&T device protection, follow the steps in change or remove AT&T wireless features to view your features.
  • If your device is lost, before filing a claim:
  • You must file your claim within 60 days of loss or damage.
  • Be ready to provide the following when filing your insurance claim:
    • Device brand and model.
    • Wireless security passcode or the last four digits of the AT&T account owner’s Social Security, or Tax ID number. Learn more about security passcode.
    • Affidavit, personal ID, or proof of ownership.
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File and track an insurance claim

To file or track an insurance claim, you can:
  • Visit https://www.phoneclaim.com/
  • Call 888.562.8662. Hours of operation are weekdays, 8 a.m. - 10 p.m. ET and weekends, 9 a.m. - 9 p.m. ET.
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Additional information

When filing an insurance claim:
  • You must have an active AT&T post-paid business account, device is currently in good working order, and you haven’t reached the insurance claims limit if you already have AT&T Mobile insurance.
  • Asurion uses express delivery. Claims approved by 5 p.m. CST will be shipped and, in most cases, delivered the next day. Deliveries to Alaska, Hawaii, Puerto Rico and U.S. Virgin Islands cannot be shipped for next day delivery.
  • Some devices will qualify for cracked screen repair. Screen repair is available in certain areas. If your device and area qualify, you will have the option to select screen repair during the claims process. You can choose the convenience of visiting a repair location; or a technician will come to you. To learn if your device and area are eligible, go to https://www.phoneclaim.com/ or call us at 888.562.8662
  • Screen Repair: $89 deductible applies. Limited to eligible devices in select locations. Not all claims will qualify for same day repair. Cut-off times and eligibility rules apply. Repairs performed by Asurion-certified technicians and come with a 12-month warranty. Repairs may use new or refurbished parts, may contain original or non-original manufacturer parts, and may void the manufacturer warranty. Declining deductibles not applicable to screen repair. Selecting a screen repair option does not impact customer’s declining deductible eligibility. Go to att.com/protectioncenter to look up eligible devices and available locations, all subject to change at any time.


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