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Equipment Protection FAQs

General Information

  1. How do I replace my lost, accidentally damaged or stolen device if I have equipment protection?

    If your device is lost, stolen or accidentally damaged (including liquid and physical damage), and you are enrolled in Total Equipment Coverage or Asurion Wireless Phone Protection, file your insurance claim directly with Asurion.

      1. If your equipment is lost or stolen, suspend your service in My Verizon. [You can also dial (800) 922-0204 (from any phone) and complete this task via our Interactive Voice Response (IVR)].

        If you have Total Equipment Coverage and have the Mobile Recovery application, please visit www.MyMobileRecovery.com to attempt to locate and lock your device or wipe your contacts before suspending your service.

      2. Next, you will need to file an insurance claim:
        1. The fastest and easiest way to file is online at www.phoneclaim.com/verizon.
        2. Or you can contact Asurion Customer Care at (888) 881-2622.

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  2. I have Total Equipment Coverage or Extended Warranty. What do I do if my device has an electrical or mechanical defect after the manufacturer’s warranty has expired?

    If you are enrolled in either Total Equipment Coverage or Extended Warranty, dial (866) 406-5154 (toll free from a landline phone) and we'll diagnose the issue with you right over the phone. If we cannot address the problem while you're on the line and the problem is caused by a manufacturing defect, we'll send you a remanufactured replacement device (either the same model or one of comparable quality) right to your door. You may also visit any Verizon Wireless retail store to diagnose and address the problem with your wireless device.

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  3. Does Verizon Wireless offer Total Equipment Coverage against lost/stolen/damaged and defective equipment?

    Yes, Total Equipment Coverage combines the benefits of Asurion’s Wireless Phone Protection with the Verizon Wireless Extended Warranty program. If your device or covered accessories are lost, stolen, accidentally damaged, or malfunctioning due to a manufacturing defect after the manufacturer’s warranty expires, you are covered. Verizon Wireless customers can only enroll in Total Equipment Coverage within 30 days of new account activation with a new equipment purchase.

    Phones

    • $6.99 per month per covered phone.
    • $45 non-refundable deductible per approved claim.
    • 2 replacements in a 12-month period with an equipment maximum of $400 per claim (in New York, 2 claims per policy year).
    Advanced Devices
    • $6.99 per month per covered device.
    • $99 non-refundable deductible per approved claim.
    • 2 replacements in a 12-month period with an equipment maximum of $1500 per claim (in New York, 2 claims per policy year).
    Tablets
    • $9.99 per month per covered device.
    • $149 non-refundable deductible (Tablets) per approved claim.
    • 2 replacements in a 12-month period with an equipment maximum of $1500 per claim (in New York, 2 claims per policy year).

    Other Devices

    • $9.99 per month per covered device
    • $169 non-refundable deductible (8GB, 16GB iPhone® 4 and 16GB iPhone® 4S) per approved claim
    • $199 non-refundable deductible (32GB iPhone® 4 and 32GB, 64GB iPhone® 4S) per approved claim
    • 2 Replacements in a 12-month period with an equipment maximum of $1500 per claim (in New York, 2 claims per policy year)

    Replacement devices may be remanufactured equipment. If the same model is not available, a comparable model will be provided. You may cancel at any time and receive a prorated refund of your monthly fee. To cancel you may call Customer Service at (800) 922-0204 (*611 from your Verizon Wireless mobile phone) or visit a Verizon Wireless store

    For a list of equipment in the Phones, Advanced Devices and Tablet categories, please visit Asurion's website or call Asurion at (888) 881-2622.

    For a list of devices with Asurion’s Mobile Recovery, included with Total Equipment Coverage on compatible devices, please visit www.mymobilerecovery.com/phones_supported.

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  4. How do I replace my lost/stolen/damaged or defective wireless device if I am not enrolled in any of the Equipment Protection Programs?

    If your equipment is lost or stolen,* suspend your service in My Verizon. [You can also dial (800) 922-0204 (from any phone) and complete this task via our Interactive Voice Response (IVR) system.] Defective devices under the manufacturer’s warranty will be replaced for free with a Certified Like-New Replacement device. Just contact us at (866) 406-5154.

    If your device experiences a defect after the manufacturer’s warranty expires and you are not enrolled in Total Equipment Coverage or Extended Warranty, please visit the Device Replacement Program information page to review your options.

    If you experience a lost, stolen or damaged device and you are not enrolled in Total Equipment Coverage or Wireless Phone Protection, please visit the Device Replacement Program information page to review your options.

    *If you have Total Equipment Coverage and have the Mobile Recovery application, please visit www.MyMobileRecovery.com  to attempt to locate or lock your device or wipe your contacts before suspending service.

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  5. If I file a claim through Total Equipment Coverage or Wireless Phone Protection, how quickly will I receive my replacement device?

    For insurance claims received Monday through Thursday (for lost, stolen, or damaged devices under Total Equipment Coverage or Wireless Phone Protection) Asurion will ship your device for next business day delivery. Please click here for claim and shipping timelines.

    • For claims received on Friday prior to the claim and shipping timeline noted here, devices will be shipped for Saturday delivery; you can request Monday delivery.
    • Claims completed Friday after the shipping timeline noted here but before Saturday at 3:30 p.m. Eastern (12:30 pm Pacific) will ship for Monday delivery.
    • Claims completed Saturday after 3:30 p.m. and all day Sunday will be shipped for Tuesday delivery.
    Note: Next day/Saturday delivery may not be available in some locations.
    For defective device claims, replacement devices may be obtained by visiting a Verizon Wireless Store or by calling (866) 406-5154.

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  6. Where can I find the Terms and Conditions for the Equipment Protection programs?

    Please use the following links to access the terms and conditions for the Equipment Protection programs:

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  7. How do I make a warranty claim if my device is defective?

    You may call Customer Service at (800) 922-0204 (*611 from your Verizon Wireless mobile phone) or visit a Verizon Wireless store.  A warranty claim will only be valid if your device has a mechanical or electrical defect and:

    • The device is within one year of original purchase, OR

    • You’re enrolled in Verizon Wireless Extended Warranty or Total Equipment Coverage.

     

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  8. How do I cancel my equipment protection?

    Please call Customer Service at (800) 922-0204 to cancel any insurance or equipment protection you’re currently enrolled in.

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Mobile Recovery

  1. How much extra does Mobile Recovery cost?

    Mobile Recovery is included with Total Equipment Coverage at no additional cost. Data charges may apply for application download and use.

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  2. How do I download the Mobile Recovery application?

    Mobile Recovery can be downloaded through the application website at www.MyMobileRecovery.com.

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  3. Is Mobile Recovery available for existing Total Equipment Coverage customers?

    Yes, as long as your device is compatible with the application and its features.

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  4. What devices are compatible with Mobile Recovery?

    Mobile Recovery is available on a variety of 3G Smartphones and 3G Multimedia phones. View a list of compatible phones.

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  5. Will Mobile Recovery work if my phone is turned off?

    In order for the features of Mobile Recovery to function, your phone must be powered on, have text messaging capability, and be within the Verizon Wireless National Enhanced Services Coverage Area.

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  6. Will Mobile Recovery work if my phone’s GPS is turned off?

    Yes, the application will work; however, the LOCATE feature will not work. Your phone must have GPS enabled to use the LOCATE feature.

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  7. Do I need a computer to utilize the Mobile Recovery features?

    You can use a computer, but it is not required. If you have access to a wireless device with an Internet browser, you can access the Mobile Recovery features.

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