File an insurance claim FAQs

If you aren't sure if you're enrolled in a device protection option or which one you have, go to the Products & plan perks page in My Verizon. If you have more than one device on your account, select the device to check if that line has device protection.

You'll see one of the following device protection options listed in your features if you have one:

• Verizon Mobile Protect
• Verizon Mobile Protect Multi-Device
• Total Equipment Coverage*
• Wireless Phone Protection
• Verizon Extended Warranty*

If you're not enrolled in device protection, refer to our Repair or replace mobile devices FAQs for replacement options based on the issue you're experiencing.

*Total Equipment Coverage and Extended Warranty are not available for Florida customers. In Florida, coverage for post-warranty malfunctions is provided by the insurance program (device replacement deductibles and claim limits apply).

You must be the Account Owner or Account Manager to file a claim, which requires you to be able to validate your account credentials. You must pay Asurion the applicable deductible at the time of claim filing.

If your device is lost, stolen or damaged:

• File a claim on Asurion's website
• File a claim by calling Asurion at (888) 881-2622
• File a claim through the My Verizon app:
  1. Visit your Device Overview
  2. Scroll to the device that is lost, stolen or damaged and select Manage.
  3. Select Lost, stolen, or damaged device? Start a claim.
  4. Enter the requested information and follow the on-screen prompts to finish filing your claim.

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.

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's 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.