General Information
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.
Mywirelessclaim.com is your one-stop access point where you'll
find the following information:
- 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.
- 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.
Claims Process
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:
-
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.
-
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 .
-
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.
-
Tabs will appear to provide you with additional information as
you move through the claims process. Simply click on each tab for
details.
Replacement Device Information
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?
-
Charge your device for 12 hours prior to use.
- 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.
-
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.
- 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.
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 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:
Pocket Geek® by
Assurant®
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:
-
Locating your device
-
Receiving notifications
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.
Pocket Geek® by
Assurant® Enhanced features
for Preferred Plan Customers (Android Smartphones/Tablets, and
Apple® iPads)
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:
-
Locate, Alert, Lock and
Wipe: Issue commands to locate, lock or wipe a lost or
stolen device. You can also sound an alarm, even if the device is
on silent or vibrate mode.
-
Anti-Malware: Pocket Geek
protects your covered device from hackers, malware and other
threats using business-grade security software.
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.
90-DAY CREDIT MONITORING FOR PREFERRED PLAN CUSTOMERS
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.