FILE OR TRACK MY CLAIM


You Have Questions? We Have Answers!

General Information

Why should I protect my mobile device?

For most of us, our mobile devices are our connection to the world. Sadly, every day, people just like you lose access to that lifeline due to unforeseen events such as mechanical or electrical failure, accidental damage, loss and theft. The Assurant Solutions mobile protection plans give you peace of mind knowing that should this happen to you, a fast and easy claims process will get you reconnected quickly without having to pay significant repair or replacement costs. Program coverages and details vary - speak to your mobile service provider's sales associate to find out how device protection can help you stay connected.

What information can I access on  www.mywirelessclaim.com?

The www.mywirelessclaim.com site is your one-stop access point to all the information you need to file, complete or track a device protection claim. The following functionality is conveniently available on our website to assist you:

  • Track My Claim - Securely log in to obtain real-time updates at every step of the claims process.
  • My Claim Details - Review general information about your claim.
  • My Claim Documents - Download any forms that may be required to complete your claim.
  • My Replacement Device - Get shipping information (including tracking information) for your replacement device.
  • My Return Instructions - Download another shipping label to return the device for which you filed a claim or verify that the device you returned has been received.
  • Contact Us - Reach out to us with any questions you may have about Assurant Solutions Mobile Services and the services we offer.

Is there a deductible?

A non-refundable deductible, per occurrence, may apply for each approved claim. The amount of the deductible, if applicable, depends on the program you selected at time of enrollment. For specific details about your protection program, refer to the terms and conditions included with your welcome information.

Under what circumstances will my device be repaired or replaced?

The detailed circumstances under which your covered device will be repaired or replaced depend on the program you selected at time of enrollment. For specific details about your protection program, refer to the terms and conditions included with your welcome information.

How many claims am I allowed?

The number of approved claims you are allowed depends upon the program you selected at the time of enrollment. While many programs do have a set claim limit, others do not. For specific details about your protection program, refer to the terms and conditions included with your welcome information.

How long do I have to file a claim?

The period of time within which you must file a claim after a covered incident depends on the program you selected at the time of enrollment. Most programs do have a specified timeframe in which a claim must be filed. For specific details about your protection program, refer to the terms and conditions included with your welcome information.

 

Claims Process

What is the fastest way to file a claim?

The easiest and fastest way to file a claim is to complete your claim online at www.mywirelessclaim.com. Simply visit the Homepage on the site.  Start at the File or Track My Claim box located on the top right hand side.

What information do I need to start a claim?

Please remember that only the authorized person on the account can file a claim. To help you get through the claims process quickly, we recommend that you have the following items handy before you begin:

  • Your 10-digit Mobile Number or your device's Serial Number
  • Make and Model of the device
  • Email Address (to provide you with updates on the status of your claim or replacement device)
  • A form of payment for your deductible, in the event that one is required once your claim has been approved. 

You can also click this Help(?) link for a list of steps.

What is the importance of providing a valid e-mail during the claims process?

Your email address allows us to provide you with important information on the status of your claim, such as when it has been approved, when your device shipped, and a tracking number to confirm delivery of your device. Please note that your email address is used for claim purposes only.

How can I determine my device's manufacturer and model?

Your device's manufacturer and model can be found on the device's original packaging, as well as on the original receipt/customer service agreement provided by your mobile service provider. Your mobile service provider may also have the make and model on file so you can contact them directly to obtain this information.

What if I can't find the serial number (ESN, IMEI, MSN or MEID) for my device?

Your device's serial number is 8 - 15 digits long and may be an ESN, IMEI, MSN or MEID. This number is typically located underneath the battery or may be found on the original packaging for your device, your purchase receipt, or you may call your mobile carrier to obtain the serial number.

How do I determine whether any additional information or documentation is required for my claim to be processed?

Sometimes, additional information or documentation may be required before a claim can be adjudicated. To help prevent any possible delays, you can view the status of your claim and determine whether any additional information is required by following these three easy steps:

  1. From the Homepage, start at File or Track My Claim. Enter your Mobile Number or Serial Number and click "Submit". Once your number has been verified, click on "Track My Claim".
  2. Enter your Zip Code and the words you see (including the space) in the spaces provided and click "Continue".
  3. Click on the "My Claim Documents" tab across the top of the page and verify whether your claim documents have been received or whether additional information is needed.

How do I file a police report if my device is stolen?

If your device has been stolen and you need to file a police report as part of the claims documentation process, you may do so by calling or visiting the police station in the county where your mobile device was stolen. When filing your claim, the following information is required from the police report:

  • The name of the Police Department where the incident was reported
  • Police report case number

Note: If the police department does not complete a police report, you must provide us with the name of the Police Department, the phone number, and the person with whom you spoke so that we may verify the information.

Where can I fax my claim documents?

For your convenience, claim documents can be faxed to 1-866-450-4080. Please allow 24 hours for processing.

How can I check the status of my claim?

The fastest and easiest way to check the status of your claim anytime is by visiting the Homepage  on this site and following these three easy steps:

  1. From the Homepage, start at File or Track My Claim. Enter your Mobile Number or Serial Number and click "Submit". Once your number has been verified, click on "Track My Claim".
  2. Enter your Zip Code and the words you see (including the space) in the spaces provided and click "Continue".
  3. Tabs will appear at the top of your screen providing you with additional information as you move through the claims process. Simply click on each tab for details.

 

Replacement Device

How long does it take to receive a replacement device?

If your claim is approved, Assurant Solutions will ship your device within 1-3 business days, based on equipment availability. Under certain programs, expedited shipping options may be available. If this is the case, a customer care representative will advise you of available shipping options. If you provided your email address when filing your claim, an email with tracking information will be sent advising you that the device has been shipped.

Will the replacement device be exactly the same make and model as my original?

Be assured that we will make every effort to find the exact model, either new or recertified, of your original device. If one is not available, we will replace your device with a model of similar make and quality.

How do I activate my replacement device?

Enclosed with each replacement device is a short guide designed to help you get your replacement device up and running. In summary, please remember to charge your device for at least 12 hours prior to use. Your replacement device may already be activated if you were given the option to keep your existing SIM card or to have it activated prior to shipment. If your replacement device is not activated upon arrival, you can refer to the short guide for instructions or contact your mobile service provider and they will quickly walk you through the necessary steps to activate your replacement device.

For how long should I charge my battery the first time?

Charge the battery for 12 hours prior to initial use. Li-ion batteries do not have charge / discharge memories so your device is ready for everyday use after the initial charge.

How long does it take to fully charge a battery?

A 12-hour initial charge will ensure the battery is charged to approximately 100%.

How can I maximize the performance of my battery?

There are several things that can be done to maximize battery performance. Your device's manufacturer will have more detailed information, but here are just a few tips to help you get started:

  • Properly "condition" your battery when it is new by fully charging it the first time.
  • Keep your device, batteries, and the contact terminals clean. The contacts can easily be cleaned with cotton swab and rubbing alcohol.
  • Avoid exposing the battery to extreme heat and cold.
  • Use the battery. If possible, avoid letting your battery sit dormant for long periods of time.
  • Use only the device options and accessories that you really need.
  • If the battery is to be idle for an extended period (a month or more), store it in a cool, clean location. Recharge it fully upon re-use. 

 

Returning Your Malfunctioning/Damaged Device

Why do I need to return my malfunctioning/damaged device?

Once your claim has been approved, the claimed device becomes property of the insurance company and must be shipped to Assurant Solutions using the instructions provided.

How do I return my malfunctioning/damaged device to Assurant Solutions?

You will find the necessary items to return your malfunctioning/damaged device within the packaging of your replacement device. Once received, just follow the instructions below:

  • Complete the "FROM" section of the enclosed U.S. Mail (Postage Paid) First Class Mail Label/Envelope.
  • Place device (together with battery) into the envelope and seal it.
  • Place the sealed envelope in your home mailbox or any official U.S. Post Office mailbox.

Then, you can use the "Track My Claim" function to verify whether the claimed device has been received.

I can't find the mailing label I need to return my malfunctioning/damaged device. What should I do?

If you have misplaced the mailing label needed to return your malfunctioning/damaged device to Assurant Solutions, you can print a replacement mailing label following these three easy steps:

  • From the "Home Page", start at File or Track My Claim. Enter your Mobile Number or Serial Number and click "Submit". Once your number has been verified, click on "Track My Claim".
  • Enter your Zip Code and the words you see (including the space) in the spaces provided and click "Continue".
  • Click on the "My Return Instructions" tab located at the top. Then click the "Return Receipt Label" link to download your label in PDF format.

Is there a fee if I don't return my malfunctioning/damaged device?

If you do not return your malfunctioning/damaged device to Assurant Solutions within the specified period of time (as determined by the program you selected at time of enrollment) you may be required to pay an unrecovered equipment fee. The fee varies by program. Please consult the terms and conditions of your welcome information for details.

Available options to pay the unrecovered equipment fee (if required) may include:

  • Credit Card (Visa ,MC, AMEX, DISC)
  • E-check
  • Personal Check
  • Money Order
  • Billing to Mobile Account