You Have Questions We Have Answers

Completing your claim online at sppmobileclaims.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.

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 IMEI 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)
• Deductible payment method (credit/debit card or echeck)

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

Check your device's original packaging and/or your original receipt. You can also find some helpful information on viewing your device's information here.

This number is typically located under the battery, on the original device packaging, or on your purchase receipt.

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 IMEI number in the File or Track My Claim box on the homepage of sppmobileclaims.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.

For your convenience, claim documents can be faxed to 1-866-450-4080. You can also email documents to us by visiting the Contact Us page. Please allow 24 hours for processing..

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

1. Enter your Mobile number or IMEI number in the File or Track My Claim box on the homepage of sppmobileclaims.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. 

First, charge your replacement device for 12 hours prior to use.

It's that simple!

You're now ready to begin enjoying your replacement device!

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 1-866-553-3239 within 5 days 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.

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 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.

Replacement devices are reconditioned, certified like new 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. Device color may vary, depending on availability.

You can find detailed information for your specific device on Samsung's support pages (keyword: battery).

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.

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

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

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 IMEI number in the File or Track My Claim box on the homepage of sppmobileclaims.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.

If the malfunctioning/damaged device is not returned within 10 days of receiving your replacement device, you may be charged unrecovered equipment fee up to the MSRP of the device, not to exceed $1,200.

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

• Credit Card (Visa, MC, AMEX, DISC)
• Debit Card
• e-check
• Personal Check

*Samsung Premium Care is offered by Samsung Electronic America and provided by Assurant.