File an insurance claim FAQs

You can check the status of your claim or device return on Asurion's website.

Follow the on-screen prompts to enter the necessary information (including your Verizon mobile number and account PIN). Then you'll see the status of your claim or return.

Insurance claims for lost, stolen or damaged devices and post-warranty malfunction claims for Florida customers, are determined by the date and time your insurance claim is filed and approved:

1. Claims approved Mon - Sun by 4 PM (local time): Pro On the Go will deliver and set up your device the same day.* Available for select smartphones in select locations, subject to inventory and technician availability. Eligibility is determined at the point of claim.
2. Claims approved Mon - Fri by 12 AM CT: Asurion will ship your device for next business day delivery (Sat delivery where available).
3. Claims approved Sat by 12 AM CT: Asurion will ship your device for Mon delivery.
4. Claims approved Sun by 10 AM ET: Asurion will ship your device for Mon delivery.

Good to know : Next day / Sat delivery may not be available in some locations. Customers in Alaska and Hawaii will receive shipping options at the time of claim approval. Fulfillment options vary based upon location and device availability, and may be changed from time to time. International shipping may be limited by country/territory rules and regulations.

Verizon will assist in honoring the manufacturer warranty of the device by scheduling a device repair appointment with one of the OEM's authorized repair facility if applicable, or replace the device with a new or refurbished one of like kind and quality if repair is not an option*

* If you have Verizon Extended Warranty, you'll receive expedited shipping at no additional charge for your in-warranty replacement device.

A device that experiences water damage, has cracked glass or any other damage from outside physical forces can be considered a damaged device

If your device malfunctions, your device protection may include post-warranty coverage. Malfunctions aren’t covered under device insurance. Malfunctions are mechanical or electrical breakdown(s) including, but not limited to:

• Inability to power on.
• Device speaker malfunction due to microphone not working.
• Charging port not working.
• Battery does not hold a charge, etc.

Check repair eligibility in My Verizon or call Verizon.

For more information about device malfunctions, see the Repair or replace mobile devices FAQs.

Cracked glass repair eligibility and options for select smartphones:

• You can determine your device eligibility for screen and/or back glass repair, visit Check current device eligibility.
• Eligibility for cracked glass repair, for select smartphones, is determined at the time of claim approval, with a $0 deductible per approved claim. This repair option is only available for select smartphones in select locations and is subject to parts availability.
• Devices with damage to the screen and back glass are not eligible for repair unless the device is eligible for both cracked screen and back glass repair. 
  • If a device is ineligible, standard insurance terms and damage deductible will apply.
• Repairs are conducted by Asurion-certified technicians and come with a 12-month limited warranty. They may involve new or refurbished parts and could include original or non-original manufacturer components, potentially voiding the manufacturer warranty. Repair options include store service at an Asurion-authorized repair location, mail-in repairs, or mobile repair at a customer-selected location. Check current device eligibility.

You can view the Important Things to Know About Device Protection and access the Device Protection Terms & Conditions in the brochure.