FAQs

Why protect my mobile device?

For most of us, our mobile devices are our connection to the world. Unfortunately, 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. Equipment Protection gives 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 - please read the brochures in the Program Information tab to find out how Equipment Protection can help you stay connected.

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

Mywirelessclaim.com is your one-stop access point where you'll find the following information:

• File My New Claim  - Submit a claim online, 24/7.

• Track My Claim  - Secure, real-time updates at every step of the claims process.

• My Claim Details  - Review general claim information.

• My Claim Documents  - Download 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 a shipping label to return a claimed device - or verify that the device you returned has been received.

• You Have Questions? We Have Answers! - View a list of our most frequently asked questions.

• Assurant Mobile Protection  - See how committed we are to keeping you connected to your mobile world.

• Program Info  - Get information about Equipment Protection and view or download program brochures.

• Pocket Geek  - Learn more about Pocket Geek, view app flyer, download the app and log in after registration.

• Contact Us  - Reach out to us with any questions you may have or upload your documents electronically.

Is there a deductible?

A deductible will apply for each approved claim. For specific details on the deductible amount for your device model, please go to My Deductible.

Under what circumstances will my device be repaired or replaced?

The Complete Plan for iPhones and the Preferred and Standard plans for Android Smartphones/tablets, Apple® iPads, feature phones, and data connect devices cover mechanical breakdown after the manufacturer's warranty expires, accidental damage, loss, and/or theft.

The Premier Plan for iPhones covers catastrophic damage, loss and theft.

Exclusions apply. Please refer to your coverage documents for complete details.

How many claims am I allowed?

Under the Equipment Protection plan there is no limit on the number of claims you can file.

The Premier Plan for iPhones has a single-claim limit. After one approved claim, you will automatically be enrolled in the Complete Protection plan.

The Complete Plan for iPhones has a claim limit of two approved claims within a 12-month period.

Please refer to your coverage documents for complete details.

How long do I have to file a claim?

You must file a claim within 90 days of the incident.

What is the fastest way to file a claim?

Completing your claim online at www.mywirelessclaim.com is quick and easy. Simply visit the Homepage on this site and enter your mobile number on the File or Track My Claim box.

What do I need to start a claim?

Only someone authorized on the account can file a claim. To expedite your experience, we recommend you have the following items handy before beginning:

• The 10-digit Mobile Number or the Serial Number (ESN number) of the device you are claiming

• Make and Model of the device

• E-mail address (to provide you with status updates about your claim)

What is the importance of providing a valid email address?

Having an email address allows us to provide you with important status updates regarding your claim. You will get messages when your claim is approved, when your device is shipped, and be provided a tracking number to confirm delivery of your device.

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

Check your device's original packaging and/or your original receipt. Bluegrass Cellular may also have the make and model on file, so you may contact them directly at 1-800-928-2355.

What if I can't find the electronic serial number (ESN) for my device?

Your device's serial number is 8-18 digits and may be listed as MEID, IMEI or ESN. This number is typically located under the battery or on the original device packaging, on your purchase receipt, or you may call Bluegrass Cellular at 1-800-928-2355.

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

Sometimes, additional information or documentation is required before a claim can be approved. To help prevent delays, view your claim status to see if any additional information is required. To do this, follow these three easy steps:

1. Enter your Mobile Number or Serial Number in the File or Track My Claim box on the homepage of mywirelessclaim.com and click Submit. Once your number has been verified, click Track My Claim.

2. Enter your Zip Code and then key in the numbers/letters, including any spaces into the box. Then click Continue.

3. Click on the My Claim Documents tab to verify whether your claim documents have been received or if additional information is needed.

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?

Check the status of your claim anytime by visiting mywirelessclaim.com and following these three easy steps .

1. Enter your Mobile Number or Serial Number in the File or Track My Claim box on the homepage of mywirelessclaim.com and click Submit. Once your number has been verified, click Track My Claim.

2. Enter your Zip Code and then key in the numbers/letters, including any spaces into the box. Then click Continue.

3. Tabs will appear to provide you with additional information as you move through the claims process. Simply click on each tab for details.

How long does it take to get a replacement device?

Once your claim is approved, we will ship your device via next business day delivery, when available. Replacement shipping varies by program type. Please refer to your brochure or coverage documents for details. If you provided your email address when filing your claim, you will receive a notice advising you when the device has shipped.

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

Replacement devices are reconditioned devices of like kind and quality. In the event a reconditioned device is not available, we will replace it with a new model of like kind and quality.

How do I activate my replacement device?

1. Charge your device for 12 hours prior to use.

2. Take appropriate action for your LTE SIM Card (if applicable).

   • If your device was lost or stolen, visit your local Bluegrass Cellular store to obtain a replacement LTE SIM Card.

   • If your device is malfunctioning/damaged, remove the LTE SIM Card from the malfunctioning/damaged device and insert it into your replacement device.

3. Locate the Electronic Serial Number or MEID (or IMEI for iPhones) on your replacement device. This number can be found on the outer label of the device replacement box. Have this number handy before proceeding to step 4.

4. Contact Bluegrass Cellular Customer Care at 1-800-928-2355 to activate your replacement device.

Does my replacement device come with a warranty?

Yes. Every replacement device shipped from Assurant comes with a warranty. If your replacement is a new device, it comes with a 30-day warranty. If your replacement is a reconditioned device, it comes with a 90-day warranty.

I received my replacement but it's not working properly. What do I do?

To ensure satisfaction, your replacement device has been fully tested for quality prior to shipment. If, however, you experience any issues with your replacement device, please call 1-888-352-9183 immediately from a working device for assistance. If our representative authorizes the return of your replacement device, you will be provided with detailed instructions on how to return the device using the FedEx Ground® Package Returns Program (PRP) label located inside the replacement device box.

How long should I charge my battery for the first time?

Charge the battery for 12 hours prior to initial use. Lithium-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 a few general tips to help you get started:

• Download Pocket Geek to your mobile device to track your battery's performance and get helpful tips for your battery's health. Please click the Pocket Geek tab for more information.

• 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.

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

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

How do I return my malfunctioning/damaged device?

Everything you need to return a malfunctioning/damaged device can be found inside your replacement device box. Once received, simply follow the instructions below:

• Complete the "FROM" section of the enclosed U.S. Mail (Postage Paid) First Class Mail Label/Envelope.

• Place the 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.

• If you are returning an Apple device please refer to the Apple Device Owners card, enclosed with your replacement device, for instructions on how to unlock your device, disconnect it from iCloud, and erase its content before returning it to us.

Once mailed, use the Track My Claim function to verify when your claimed device is received.

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

If you misplaced the mailing label for returning your malfunctioning/damaged device, simply print a replacement one. Here's how:

• Enter your Mobile Number or Serial Number in the File or Track My Claim box on the homepage of mywirelessclaim.com and click Submit. Once your number has been verified, click Track My Claim.

• Enter your Zip Code and then key in the numbers/letters, including any spaces into the box. Then click "Continue".

• Go to the "My Return Instructions" tab and then click on the "Return Receipt Label" to download a new label in PDF format.

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

If the malfunctioning/damaged device is not returned within 10 days of receiving your replacement device, you may be charged an unrecovered equipment fee up to $900.

Available payment options for the unrecovered equipment fee (if required) may include:

• Credit Card (Visa, MC, AMEX, DISC)

• Debit Card

• e-check

• Personal Check

What devices are compatible with Pocket Geek?

Pocket Geek can be used on devices with the following operating systems: Android version 4.0 or higher and iOS versions 7.0 and higher.

Will using Pocket Geek affect my battery life?

Pocket Geek is designed to use a minimal amount of battery. It does not run continuously in the background. It only wakes up to take snapshots of your device details and when the user explicitly sends a command to their device such as a locate command. It connects to our servers once a day in order to upload the snapshots for analytic and diagnostic purposes. Battery usage during an active remote assistance session is comparable to the Maps application.

Where can I download Pocket Geek?

On an Android device

Pocket Geek can be downloaded from Google Play. Access Pocket Geek on Google Play by tapping here from your Android device. Alternatively, search "Pocket Geek" in Google Play to find it.

Once you have downloaded the app, open it and follow the onscreen registration instructions to activate your account. For your convenience, manage up to five enrolled devices enrolled under the same account in the Pocket Geek bundle.

On an iOS device

Pocket Geek can be downloaded from the App Store. Access Pocket Geek on the App Store by tapping here from your iOS device. Alternatively, search "Pocket Geek" in the App Store to find it.

Once you have downloaded the app, open it and follow the onscreen registration instructions to activate your account. For your convenience, manage up to five enrolled devices enrolled under the same account in the Pocket Geek bundle.

Can I install Pocket Geek on my device's SD card? (Android Only)

For the best performance and security, we recommend installing the latest version of Pocket Geek directly into your device's internal memory. SD card installation is not recommended or supported.

Can I use other line numbers (e.g. Google Voice) as my Pocket Geek mobile number?

When you register on Pocket Geek, you must use the number associated with the device itself. This number is used for account enrollment verification. If you use a different number, your account will automatically be suspended.

Can I give my device a nickname?

Yes! Giving your device a nickname can be especially helpful when you have multiple devices registered under the same Pocket Geek account. Open Pocket Geek, tap the More tab, tap Pocket Geek Settings, then tap Device Nickname. Now you can enter the desired nickname and confirm.

What is the benefit of granting Pocket Geek certain permissions during setup?

On an Android device

Granting Pocket Geek permissions at installation enables you to take full advantage of Pocket Geek features including:

On an iOS device

Granting Pocket Geek permissions after installation enables you to take full advantage of Pocket Geek features including:

How do I change the email address and/or password on my Pocket Geek account?

Log into your account at my.pocketgeek.com and select Manage Account under Account. From there you can update your email address from the Name & Email screen, and update your password from the Password screen.

I forgot my Pocket Geek password, how can I reset it?

Visit my.pocketgeek.com and click on "Forgot your password".

How do I deactivate or uninstall Pocket Geek?

On an Android device?

In order to uninstall Pocket Geek from your device, you should deactivate the Pocket Geek application first. To deactivate the app, open Pocket Geek, tap the more tab on the navigation bar, tap Pocket Geek Settings, and then tap Deactivate Device. To confirm deactivation, enter your password and tap Deactivate.

If your device has administrator privileges enabled, you will not be able to uninstall Pocket Geek without removing them first. Device administrator options are available under device settings.

Menu > Settings > Security > Device administrators

Once device administrator privileges are disabled, uninstall Pocket Geek.

Menu > Settings > Applications > Manage applications > Pocket Geek > Uninstall

On an iOS device?

In order to uninstall Pocket Geek from your device, you should deactivate the Pocket Geek application first. To deactivate the app, open Pocket Geek, tap the more tab on the navigation bar, tap Pocket Geek Settings, and then tap Deactivate Device. To confirm deactivation, enter your password and tap Deactivate.

Once Pocket Geek is deactivated, you can uninstall it like any other app. Touch and hold the Pocket Geek app icon on your device's Home screen until the icon starts to jiggle. Tap the "x" situated on the corner of the app icon and tap Delete to uninstall. If you would like to cancel or stop uninstalling the application, simply tap Cancel and/or the Home button.

Locate, Lock and Wipe

On an Android device: What is the red pushpin on the map?

The red pushpin is your device's reported location.

On an iOS device: What is the blue circle on the map?

The red pushpin is your reported location. The outer blue circle is the area your device can be located based on accuracy. The smaller the circle, the more accurate the reading.

What affects the accuracy of my location?

Many factors can contribute to poor readings. For example, if your GPS is disabled then the network accuracy will vary between 100-5,000+ meters. With GPS enabled, you can achieve accuracy down to 2.5 meters.

Note: It can take GPS up to 10 minutes to acquire enough satellites to display optimal location data. Vertical obstructions (e.g., being indoors, near tall buildings, etc.) can also affect GPS accuracy. Your location features use the same underlying location provider as Google Maps.

Why is the address wrong on my map?

The address displayed is an approximation based on the location accuracy your device is returning to the Pocket Geek servers. The technique used is called reverse geocoding.

On an Android device

The Google Maps API is used to retrieve the estimated address. If the address is missing, displayed as a range, or incorrect, then it could be the result of unreliable location data coming from your device or errors in Google's reverse geocoding techniques.

On an iOS device

The Apple Maps API is used to retrieve the estimated address. If the address is missing, displayed as a range, or incorrect, then it could be the result of unreliable location data coming from your device or errors in Apple's reverse geocoding techniques.

Why can't I establish a remote connection to my device?

This can occur if your device is turned off, the battery dies, there is no signal, it is damaged, etc. You can still issue lock, alert, and wipe commands that will be executed the next time the device has an active data connection.

Do I need to have Location Services and wireless networks enabled?

Failing to enable wireless networks (Wi-Fi and cellular data) may prevent you from establishing a remote connection via the Pocket Geek website.

For the best location accuracy and connectivity, we recommend enabling both wireless networks and Location Services. Often your device will get its first location fix with the wireless network location provider, and then will get more accurate as the GPS starts acquiring more satellites. Enabling your wireless networks may help improve the possibility to locate in the event of your device not getting a fix on enough GPS satellites.

Will Pocket Geek's location features work if my device is inside a building?

Location features rely on GPS, cell tower triangulation, and known Wi-Fi hotspots to locate and track your device. For location features to work most reliably, you should enable Location Services, cellular data, and Wi-Fi. Failure to enable one of these radios may prevent you from establishing a remote connection. For optimal location accuracy and connectivity, we recommend enabling both wireless networks and GPS.

Will enabling GPS drain my battery?

Your Pocket Geek feature only uses your GPS when you initiate a remote connection via the Pocket Geek website. If you see the GPS icon on at any other time it is being used by another application you have installed. Contrary to popular belief, enabling the GPS does not actually mean the GPS is consuming any power. GPS will not start looking for signals unless a GPS enabled application is running. This is drastically different from other networks (3G/4G, WiFi, Bluetooth), which constantly try to seek out signals, and thus consume battery power even when they are not used.

What if I lock my device and forget my password? (Android Only)

If you remotely lock your device, and later find it but can't remember what password you used, you can issue another lock command with a different password. Once the device locks again, you can enter the new password to unlock your device.

About Pocket Geek enhanced features

The following FAQs relate to the features available exclusively to Equipment Protection Preferred plan users through the Pocket Geek app. Available features will vary based on individual device operating systems. The Pocket Geek app must be downloaded and registration is required for activation.

What enhanced features are included with Pocket Geek for Equipment Protection Preferred plan users?

Available features vary by individual device operating systems but may include:

iPad users only have access to the locate feature.

I signed up for the Equipment Protection Preferred plan so I could use the Lock and Wipe features on Pocket Geek. Why don't I see those features?

Once downloaded, it may take Pocket Geek approximately 48 hours to complete the validation process and ensure all the features you signed up for are enabled. If after this time you still don't see all your features, give us a call at 1-888-352-9183. iPad users only have access to the locate feature.

Who is eligible to use Pocket Geek enhanced features?

Android Smartphone/tablet and Apple® iPad® users and all tablet users enrolled in the Equipment Protection Preferred plan have access to the enhanced Pocket Geek features. iPad users only have access to the locate feature. Once the app is downloaded and registration complete, the app will be activated for use.

How does 90-Day Credit Monitoring work for Preferred Plan customers?

90-Day Credit Monitoring is a benefit provided to customers enrolled in the Equipment Protection Preferred Plan. This benefit is effective one day after your replacement device is shipped (only applicable to approved loss/theft claims). You must register via the email link in order to be enrolled in daily credit monitoring.

What is credit monitoring?

Credit Monitoring is a fraud-prevention service, which scans your credit file daily to see if key information has changed or if new data has been added. You will receive an email alert whenever we detect a significant change on your report. That way, you can review the change and determine if it is fraudulent activity.

What's considered a significant change?

You will be alerted in the event of a change to one or more of the following:

• New inquiries
• New accounts opened in your name
• Late payments
• Improvements in your file
• Bankruptcies and other public records
• New addresses
• New employers

Who do I contact if I have questions?

Call us toll free at 800-825-7161, M-F 8 am - 8pm, ET.

When is this benefit effective?

This benefit is effective the day after your replacement device is shipped (only applicable to approved loss/theft claim as part of the Preferred Plan). You must register in order to be enrolled in daily credit monitoring.

When will I receive my first daily monitoring alerts?

Rest assured that we monitor your credit file on a daily basis. You will be sent an email alert whenever a key change is detected on your credit file. If you are a new member, please note that it may take a few days from the date you registered, for you to be enrolled in daily credit monitoring. A summary of all notifications is available online by logging into the member website.

What is the cost?

There is no additional cost for this benefit. It is provided to you as part of the Equipment Protection Preferred Plan.

How can I find out more about my rights as a consumer?

The Federal Fair Credit Reporting Act (FCRA) promotes the accuracy, fairness, and privacy of information in the files of consumer reporting agencies.  More information about the FCRA and your rights is available online at www.ftc.gov/credit.