Frequently asked questions

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

• You can also call Assurant at 1‑855‑884‑9771 and a care specialist will work with you to process your claim.

If your device is lost or stolen, call Xfinity Mobile at 1‑888‑936‑4968 to suspend your service and protect yourself against unauthorized use.

Please remember that only the Xfinity Mobile primary account holder 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 Xfinity Mobile phone number, device make/manufacturer, model, serial number and IMEI.

• Details about the cause, location, and date of the claim incident.

• 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 or debit card or eCheck.

• In certain cases, additional documents, such as a police report, government-issued identification or proof of loss, may be required to process your claim.

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.

Your device's manufacturer and model can be found on the device's original packaging, in the device Settings, as well as on the original receipt.

Your device’s IMEI number has 15 characters and it’s typically located in the Settings section of your device, on the original device packaging, or your purchase receipt. You can also visit the Xfinity "MyAccount" application, Xfinity Mobile website or call Xfinity Mobile for help.

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 A Claim. Enter your Xfinity Mobile phone number or IMEI 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.

If you are a customer with an Apple device and are eligible for AppleCare Services 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 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 A Claim. Enter your Xfintiy Mobile phone number or IMEI 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.

When you file a claim, we’ll present you with the replacement options available to you, which may include advanced exchange replacement by mail and in-store repair. If your claim is authorized for in-store repair (when and where available), you'll receive an email with repair location information to have your device repaired.

Replacement parts used for repairs will come from our authorized servicer’s inventory. This may include reconditioned, rebuilt or new parts of like kind and quality to the original device parts.

Once your claim is approved, your device will be shipped via next-business-day delivery, Monday through Friday, when available, at no additional cost to you. Saturday delivery is available for a $15.00 fee.

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 device of like kind and quality. Device color may vary depending on availability.

Activate your replacement device here.

Before activating:
1) Make sure your device is connected to Wi-Fi and fully charged or plugged in.
2) Check whether your software is up to date and, if needed, download the latest version.
3) Save any important voicemails.

Once your claim has been approved, your damaged device must be returned using the instructions provided, in order to avoid an unrecovered equipment fee.

You will find the necessary items to return your damaged 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.

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

• From the Home page, start at File or Track A 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.

Yes, if the approved claim involves a damaged device, you will be provided with detailed information on how to return it. If the damaged device is not returned within 10 business days, you will be subject to an unrecovered equipment fee no greater than the retail price of the replacement device plus applicable shipping costs.