FILE OR TRACK MY CLAIM



FAQs

General Information

Why should I enroll in Device Protection+?

Device Protection+ protects your device, secures your personal information, helps you solve technical issues, and optimizes device performance. For 40₵ a day or less you can rest assured that, should the unexpected occur, you can avoid costly replacements and get back up and running quickly.

What information can I access on mywirelessclaim.com?

Our 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 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.
  • Assurant Mobile Protection  - Learn more about Assurant Mobile Protection and our commitment to keeping you connected to your mobile world.
  • Contact Us  - Reach out to us with any questions you may have about Assurant and the services we offer.

Is there a Service Fee/Deductible?

A Service Fee/Deductible, per occurrence, may apply for each approved claim. Service Fees/Deductibles can be paid by credit card, debit card, eCheck or Check on Delivery (C.O.D.). A $17 charge will apply if you choose to pay by C.O.D. To look up your device-specific service fee/deductible, please click here.

How many claims am I allowed to file?

There is no limit to the number of claims you can file. For specific details about your program, refer to the terms and conditions included with your welcome information.

How long do I have to file a claim?

Claims must be filed within the time limit indicated in your coverage documents.

 

Claims Process

What is the fastest way to file a claim?

Filing a Claim - Device Protection+ Advanced with AppleCare Services for iPhone and iPad customers

If your iPhone or iPad requires repair or you need help:

  • The best place to start is getsupport.apple.com. Just answer a few questions and you'll be presented with options to help resolve your issue.

  • You can also go to locate.apple.com to find an Apple Store or Apple Authorized Service Provider near you, or call 1‑800‑275‑2273 (1‑800‑APLCARE) to speak directly to an AppleCare Advisor.

You may also call the program administrator at 1-800-480-0167 and a Care Specialist will work with you to process your claim.

If your iPhone or iPad is lost or stolen:

  • You can file your claim by simply visiting the home page on the site and start at the "File or Track My Claim" box located at the top right-hand side.

  • You can also call 1-800-480-0167 and a Care Specialist will work with you to process your claim.

  • Call U.S. Cellular® at 1-888-944-9400 to suspend your service and protect yourself against unauthorized use.

 

Filing a Claim - Device Protection+ Advanced and Standard Plans

  • You can file your claim by simply visiting the home page on the site and start at the "File or Track My Claim" box located at the top right-hand side.

  • You can also call 1-800-480-0167 and a Care Specialist will work with you to process your claim.

If your device is lost or stolen, call U.S. Cellular® at 1-888-944-9400 to suspend your service and protect yourself against unauthorized use.

 

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

  • Device make, model, and storage size

  • A form of payment for your service fee/deductible, in the event that one is required once your claim has been approved. We accept credit card, debit card, eCheck and Cash on Delivery (C.O.D.). A $17 charge will apply if you choose to pay by C.O.D. To view your specific service fee/deductible amount, please click on My Service Fee/Deductible.

 

What is the importance of providing a valid email 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 has 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.

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

Your device's serial number is 8 - 18 digits long and may be an ESN or MEID. This number is typically located underneath the battery or may be found on the original packaging for your device, or your purchase receipt.

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 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".

  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 can I check the status of my claim?

If you are enrolled in Device Protection+ Advanced with AppleCare Services for iPhone and iPad customers and have filed a claim with Apple, please contact Apple directly to check on the status of your claim.

If you have filed a claim with Assurant, the program administrator, the fastest and easiest way to check the status of your claim anytime is by visiting the Home page on this site and following these three easy steps:

  1. 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".

  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

If I am approved to receive a replacement device, how long does it take to receive it?

Once your claim is approved, your device will be shipped via next-business-day delivery, when available, at no additional cost to you.

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

Your device will be replaced with a reconditioned one 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.

How do I activate my replacement device?

  1. Fully charge your device.

  2. Contact a U.S. Cellular® Customer Service Specialist at 1-888-944-9400 or visit a local U.S. Cellular® Store or Authorized Agent location to activate your replacement device.

Returning Your Broken Device

Why do I need to return my broken device?

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

How do I return my broken device?

You will find the necessary items to return your broken device within the packaging of your replacement device.

If you are returning an Apple device, please refer to the Apple Device Owner's 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.

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 broken device. What should I do?

If you have misplaced the mailing label needed to return your broken device, 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 broken device?

If the approved claim involves a damaged or malfunctioning device, you will be provided with detailed information on how to return it. If the broken device is not returned within 10 days, you will be subject to an unrecovered Device/Equipment Fee of up to $1500.

 

U.S. Cellular Protect powered by Pocket Geek

What is the U.S. Cellular® Protect powered by Pocket Geek® app?

It's an easy-to-use application that helps secure your personal information, solve technical issues, and optimize device performance. U.S. Cellular® customers enrolled in Device Protection+ have access to enhanced features including:

  • Secure Backup 100GB (5GB for Device Protection+ Standard; 100GB for Device Protection+ Advanced)
  • Anti-Malware
  • Locate, Alert, Lock & Wipe
  • Tech Support+ by tapping "Live Help" in the app

* Anti-Malware, Alert, Lock & Wipe are only available for Android™ devices
* Tech Support+ is only available for Device Protection+ Advanced customers

How can I download the U.S. Cellular® Protect powered by Pocket Geek® app?

You can download U.S. Cellular® Protect powered by Pocket Geek® by clicking U.S. Cellular ® Protect powered by Pocket Geek® and selecting your device's corresponding operating system and then downloading the app. Once you have downloaded the app, you must register to create a U.S. Cellular® Protect powered by Pocket Geek® account following the instructions provided.

You can also download the app by going to the App store or Google Play and searching for "U.S. Cellular® Protect powered by Pocket Geek®" and then downloading the app.

What devices are compatible with U.S. Cellular® Protect powered by Pocket Geek®?

U.S. Cellular® Protect powered by Pocket Geek® can be used on devices with Android version 4.1 and higher and Apple iOS 9.0 and higher.

I have more than one device. Can I manage devices with different mobile operating systems (e.g., Android, Apple iOS) on the same U.S. Cellular® Protect powered by Pocket Geek® account?

Yes. For your convenience, you can manage up to five different devices under the same U.S. Cellular® Protect powered by Pocket Geek® account regardless of the mobile operating system. You can manage your devices from the U.S. Cellular® Protect powered by Pocket Geek® account portal by visiting https://my.pocketgeek.com/.

To add other enrolled devices to your U.S. Cellular® Protect powered by Pocket Geek® account, complete the following steps:

  1. Download the U.S. Cellular® Protect powered by Pocket Geek® app on the other device(s).
  2. Launch U.S. Cellular® Protect powered by Pocket Geek® from the app menu.
  3. Tap the Sign In button.
  4. Enter your existing U.S. Cellular® Protect powered by Pocket Geek® account login credentials.
  5. Tap the Sign In button.

What features are included with the U.S. Cellular® Protect powered by Pocket Geek® app?

With the U.S. Cellular® Protect powered by Pocket Geek® app, users have access to the following features:

  • Secure Backup: Back up 100GB (5GB for Device Protection+ Standard; 100GB for Device Protection+ Advanced) of premium data (contacts, call logs, texts, bookmarks, photos, videos, music and file downloads). Previously backed up files can be restored when needed.
  • Locate, Alert, Lock and Wipe*: Locate, lock or wipe the device should it be lost or stolen. To help find a device in close proximity, a command to sound an alarm can be issued, even if the device is in silent or vibrate mode.
  • Anti-Malware*: Protect the device against potential hackers and other threats using business-grade security software.
  • Device Optimization and Troubleshooting: Boost performance, run diagnostics and solve small issues before they become big problems.
  • Diagnostic Alerts: Understand when an action should be taken to immediately improve device performance.
  • Geek Tips®: Receive device-specific useful information to get more out of the device including: "how to" features, and tips and tricks.
  • Tech Support+: (Device Protection+ Advanced only) Live Help from technical experts for problems with smartphones, tablets, and other connected devices.

To have access to Data Backup, Locate, Alert, Lock and Wipe, and Anti-Malware, you must be enrolled in a Device Protection+ plan.

100GB of Secure Backup and Tech Support+ are only available to Device Protection+ Advanced customers.

* Anti-Malware and Alert, Lock and Wipe are only available on Android devices.

What should I do if I receive an email that mentions that I am losing some features?

Device Protection+ customers get access to enhanced features in the U.S. Cellular® Protect powered by Pocket Geek® app such as Secure Backup, Anti-Malware, Locate, Alert, Lock and Wipe. Customers enrolled in Device Protection+ Advanced also have access to 100GB of Secure Backup and Tech Support+. If you are not enrolled in a Device Protection+ plan, or are enrolled in Device Protection+ Standard, you will receive a notification within 7 days of downloading the app advising you of the features that you will no longer have access to. Details on how to back up any data you have stored will be provided.

If you are an eligible customer and receive these notifications, it means we are unable to verify the device phone number you provided during the U.S. Cellular® Protect powered by Pocket Geek® registration process. Please update your device phone number by following the steps in the FAQ titled "How do I update my device phone number?"

How do I update my device phone number on my Android device?

There are instances when you may need to update your number if we cannot verify it. To update your phone number, open the app then tap the More tab on the navigation bar, then U.S. Cellular® Protect powered by Pocket Geek® Settings and finally tap Device Number. You can enter the correct number in this field and then tap Update.

How do I update my device phone number on my iOS device?

There are instances when you may need to update your number if we cannot verify it. To update your phone number, open the app then tap the More icon located at the bottom right, then U.S. Cellular® Protect powered by Pocket Geek® Settings and finally tap Phone Number. You can enter the correct number in this field and then tap Save.

How does scheduled backup work on my Android device?

In the Secure Backup screen within the Security and Data Protection screen you can enable and disable scheduled backups. When the scheduled backup feature is turned on, your device will back up the selected basic and premium data categories automatically based on the frequency and time you choose. When a backup is completed, the message Backup completed successfully will be displayed in your device tray. You also have the option, under Settings, to choose Back up only over Wi-Fi. Backup over Wi-Fi is recommended for users who do not have an unlimited data plan. You can also choose to do a manual backup by touching the blue Backup Now button.

How do backup reminders work on my iOS device?

In the Secure Backup screen within the Security and Data Protection screen you can enable and disable backup reminders. When the backup reminders feature is turned on, your device will remind you to back up the selected basic and premium data categories based on the frequency and time you choose.

How do I restore the data on my device?

U.S. Cellular® Protect powered by Pocket Geek® can restore your device data to the most recent backup. To access this feature, select the Restore tab on the Secure Backup screen within the Security and Data Protection screen. Tap Start Restore Now and you will be presented with a list of backups to restore from. Select the backup you would like to restore from and tap Next. Finally, choose the categories to restore and tap Next.

How do I change the email address and/or password on my U.S. Cellular® Protect powered by Pocket Geek® account?

Log into your account at https://my.pocketgeek.com/ and select Manage Account from the Account drop down menu. You can update your email address from the Name & Email screen, and update your password from the Password screen.

I forgot my password, how can I reset it?

Visit https://my.pocketgeek.com/ and click on Forgot your password?

Will my personal data be shared with third parties?

No. Your personally identifiable information or location data will not be shared without your express consent.

How do I uninstall U.S. Cellular® Protect powered by Pocket Geek® on my Android device?

If your device has device administrator privileges enabled, you will not be able to uninstall U.S. Cellular® Protect powered by Pocket Geek® without removing them first. Device administrator options are available in the device's settings:

Menu > Settings > Security > Device administrators > Deactivate

Once U.S. Cellular® Protect powered by Pocket Geek® is deactivated, it uninstalls like any third-party app.

Settings > Application Manager > U.S. Cellular® Protect powered by Pocket Geek® > Uninstall

How do I uninstall U.S. Cellular® Protect powered by Pocket Geek® on my iOS device?

U.S. Cellular® Protect powered by Pocket Geek® uninstalls like any third-party app. Touch and hold the U.S. Cellular® Protect powered by 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.

Where can I get more support for the app?

You can email support@pocketgeek.com for any app related question.