Verizon Protect Home FAQs

Verizon Protect Home provides protection for your eligible home entertainment and smart home products, plus digital security features and premium tech support.

With Verizon Protect Home, you get:

• Technical Support – 24/7 access to Tech Coaches who can answer virtually any question about your covered home entertainment and smart home products (excluding Verizon branded and provided streaming equipment and routers) via app, web, chat, or phone. Technical support includes up to two (2) in-home visits per 12-month period from Connected Home Experts. Terms of service for technical support can be accessed at techcoachhome.asurion.com.
• Security Features – Online threat protection, Wi-Fi Security protection and identity theft protection available through Verizon’s Digital Secure app. (Verizon’s Digital Secure product is offered solely by Verizon and is not part of the Extended Warranty Protection Plan.)
• Home Entertainment and Smart Home Product Protection – Provides protection for your eligible home entertainment and smart home products if they experience a covered breakdown. If applicable, a $49 or $99 service fee may apply when a claim is filed.

Note: Verizon Protect Home doesn’t cover products connected to Verizon Wireless and covered by any one of the Verizon Wireless Device Protection plans. Please speak to a Verizon representative if you have questions about this. To learn more about the protection benefit under this plan, please visit our Verizon Protect FAQs.

To be eligible for Verizon Protect Home, you must have a Verizon broadband account with Fios® or high-speed internet

Absolutely. These services are different:

• Verizon Protect covers your mobile phones, smartwatches and tablets that have a line on a Verizon Wireless account. Devices covered by Verizon Protect aren’t eligible for coverage under Verizon Protect Home.
• Verizon Protect Home covers your eligible entertainment and smart products in your home, such as flat screen TVs, desktops/laptops, home theater systems, wearables, gaming consoles and more. Verizon Protect Home doesn’t cover products connected to a Verizon wireless account and covered by any of the Verizon Wireless device protection options.

Both services do offer similar security and Wi-Fi protection features. So if you’re enrolled in both services, you’ll receive a monthly credit on your bill. When you have both services, you get more peace of mind and an enhanced technical support experience.

Verizon Protect Home covers a variety of the most common electronic products in your home. This includes, but is not limited to:

• Expert technical support for your covered products (excluding Verizon branded and provided streaming equipment and routers) and virtually anything they connect to during the term of the plan. It also includes up to two (2) in-home visits per 12-month period from Connected Home Experts.
• Extended Warranty Protection for:
  • Flat screen TVs (LCD, Plasma, LED)
  • Desktops / laptops*
  • Printers
  • Home theater systems
  • DVD / Blu-ray™ players
  • Smart home / Wi-Fi products (e.g., smart thermostat, Alexa™, etc.)
  • Wearables (e.g., smartwatches*)
  • Gaming consoles (e.g., Xbox®)
  • Premium audio headsets
  • Tablets*
• Coverage for Damage as a Result of Accidental Handling for:
  • Laptops
  • Wearables (e.g., smartwatches*)
  • Tablets*

For more details, please refer to the Verizon Protect Home Terms & Conditions.

*To be covered by Verizon Protect Home, eligible products must be equipped with a Windows® operating system version Windows 7 or newer, Android™ version 1.6 or newer, or for Apple® computers, an Apple operating system version OS X (10) or newer.

Verizon Protect Home doesn’t cover products connected to Verizon Wireless and covered by any one of the Verizon Wireless device protection options. For information about coverage for these wireless devices, please go to our Verizon Protect FAQs.

All eligible products at your home residence, indicated by your Verizon billing address, are covered. See the Verizon Protect Home Terms & Conditions to review the list of eligible products.

After you’re enrolled in Verizon Protect Home for 30 days, you can file a claim on an eligible product that experiences a covered breakdown. You may file an unlimited number of claims in a 12-month time frame, however, each approved claim may not exceed $2,000, and the maximum annual claim limit is $5,000 in a 12-month period.

Each approved claim will apply to your total claim limit for 12 months after the claim is completed. At that point, the amount of that claim will no longer apply to your total claim limit, and the amount of that claim will be added back to your available claim-limit balance (or “aggregate limit”) under the plan.

Verizon Protect Home costs $25/month, plus applicable taxes. You can cancel at any time.

Please note, there is a 30-day waiting period, which begins on the date of your enrollment, before you may file a claim. Once a claim is approved under Verizon Protect Home, you may be required to pay either $49 or $99, depending on the product, prior to receiving a repair or replacement. You can check the applicable services fees for specific products under Verizon Protect Home on Asurion’s website.

1. Sign in to My Verizon
2. Select My Plan from the account dropdown menu
3. Expand Add Internet Security, Protection and More
4. Select Verizon Protect Home tile
5. Checkout

Once Verizon Protect Home is added to your account, download the following apps from the app store on your smartphone in order to immediately utilize your tech support and security benefits:

• Digital Secure app*
• Tech Coach app*

Once you download the apps, you can start using your tech support and security features immediately. Please note, there is a 30-day waiting period, which begins on the date of your enrollment, before you may file a claim.

*Compatible 4G or 5G device required to download and use the Digital Secure app. OS restrictions apply. Android OS 4.4+ or iOS 11+ for smartphones and tablets; Windows 10, 8.1, 8 or 7 or MacOS X 10.12+ for computers. The Tech Coach app collects data from the user’s device to facilitate certain Tech Coach Home services, including but not limited to the tap-to-call. This data is used solely for Tech Coach terms of services. The Tech Coach app is provided by Asurion Mobile Applications, LLC. For complete details, see the Tech Coach terms of service. Device must be on and within the Verizon Wireless Data Network Coverage Area for the Tech Coach app to function. Data usage applies for download and use. The self-help and proactive support functionalities are available at no charge.

Go to Verizon.com/terms.

You can cancel your services by calling 1.800.Verizon (1.800.837.9466).

Verizon Protect Home provides personalized, US-based technical support, featuring Tech Coaches who can answer virtually any question about your covered home entertainment and smart home products (excluding Verizon branded and provided streaming equipment and routers) via app, web, chat or phone. If you’re having an issue with any eligible product, you can contact Tech Coach for help.

Tech Coaches can solve most tech issues in just one call. And even if they can’t immediately resolve your issue, they'll call you back at your convenience with a solution or recommendation. In addition, Tech Coaches will make recommendations on how to optimize your home entertainment and smart products to meet your needs and suit your lifestyle.

Verizon Protect Home also provides up to two (2) in-home visits per 12-month period from Connected Home Experts and digital tools within the Verizon Tech Coach app, like customized product tips and tricks to help you optimize your home Wi-Fi products.

Open the Verizon Tech Coach app on your smartphone to:

• Start a chat - Enter a question in the Type your question field and tap Send.
• Call - Tap the Call icon (red box with a white phone inside).

Or call 1.800.Verizon (1.800.837.9466) and say Verizon Protect Home when prompted.

There's no limit to the number of times you can call our experts for technical support. Expert technical support is available to you 24/7, every day of the year.

You'll get expert technical support for all your eligible products (excluding Verizon branded and provided streaming equipment and routers) and virtually anything they connect to.

Examples of tech support available include:

• Connecting your household Wi-Fi products
• Connecting your smart home products to your wireless devices, including wearables
• Setting up new Wi-Fi products and accessories
• Using and getting the most out of your Wi-Fi products and accessories
• Troubleshooting your household Wi-Fi products if you run into an issue

With Verizon Protect Home, you get access to the Digital Secure app which gives you:

Security and Privacy

• Antivirus and anti-malware*: Protects against internet threats by scanning your device for malware and viruses.
• App privacy*: Helps secure your privacy by analyzing, rating, and showing how installed apps make use of your personal information.
• Web security: Avoids risky websites and helps prevent dangerous downloads.
• Wi-Fi security: Protects from network threats and warns you when you connect to an unsafe or unprotected network.
• System check: Checks your device to see if the OS is up to date, and notifies you if it's been rooted.

Safe Wi-Fi

• VPN: Provides a secure connection over Wi-Fi to keep personal data and online activities private.

Identity Theft Protection

• Cyber monitoring: Searches internet properties and the dark web and notifies you if personal information is being shared online, including:
  • Social Security Number
  • Email addresses
  • Phone numbers
  • Credit/debit cards
  • Bank accounts
  • Driver’s license
  • Passport Retail / membership cards
  • Medical IDs
  • International Bank Account (IBAN)
• Social media monitoring: Watches your social media activity and notifies you of privacy or reputation risks with the content you're sharing.
• Lost wallet guidance: Offers step-by-step guidance from dedicated agents to help cancel and re-issue your wallet contents – from credit cards & IDs to concert tickets.
• Full restoration support: Identity recovery support from recovery specialists who can both guide you and even act on your behalf.

*Not compatible with Apple iOS products.

Android (4.4+) and iOS (11+) devices can be used with Digital Secure.

Additionally, Mac® computers (OS X 10.12+) and PCs (Windows 10, Windows 8 and 8.1, and Windows 7 SP1 32-bit and 64-bit) can be used with Digital Secure.

Go to our Digital Secure FAQs and How to Use Digital Secure page for more information on how to download and use the Digital Secure app on your household products.

You can file a claim on Asurion’s website or by calling Asurion at 1.844.769.1991.

You'll receive email updates during the claims process. If you haven't received an update, please check the spam folder in your email account.

You can also track an existing claim on Asurion’s website or by calling Asurion at 1.844.769.1991.

You can track your claim limit and your aggregate limit in a 12-month period by calling Asurion at 1.844.769.1991.

If we are unable to repair your eligible product and it needs to be replaced, you may receive either:

• A new, refurbished or remanufactured product*, or a product with equal or similar features and functionality that performs to the factory specifications of the original product; or
• Reimbursement for the fair market value of the product.

*Note: Technological advances may result in being provided a replacement product with a lower selling price than the original product.

Eligible products are covered for defects in materials and workmanship as a result of normal use of the product. This includes defects due to power surges and normal wear and tear.

Products eligible for cracked screen repair are tablets, laptops and wearables, if the damage is the result of normal usage, and if the product doesn't have a line on your Verizon wireless account and isn’t covered by any one of the Verizon Wireless protection plans.

Limitations and exclusions apply. See terms and conditions for complete details.

Android is a trademark of Google, Inc. Apple and Mac are registered trademarks of Apple Inc. iOS is a trademark or registered trademark of Cisco in the US and other countries and is used under license. Windows and Xbox are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.