How do I enroll in Wireless Phone Insurance?
You can enroll in Wireless Phone Insurance when you activate or upgrade your AT&T device. To enroll within 30 days of service activation or equipment upgrade, please ask your AT&T Sales Representative or call AT&T Customer Care at 1-800-331-0500.

Why do I have to go through the Warranty Exchange Program when I have Wireless Phone Insurance?
The manufacturers have warranties to cover any defects that may have occurred during the designing and manufacturing process of the phone. By referring you to Warranty Exchange, your phone may be repaired or replaced under warranty at no cost to you, if your phone is less than 12 months old.

Why is there a two-replacement request maximum?
The Coverage Certificate states that we allow each customer a maximum of two replacements within any consecutive 12-month period.

Can I upgrade my phone through Wireless Phone Insurance?
The Coverage Certificate states that we will provide you with replacement equipment of like kind and quality. Wireless Phone Insurance is independent of the AT&T upgrade program; however you can discuss your upgrade options with AT&T prior to filing a replacement.

Why would I get a reconditioned phone?
The availability of wireless equipment is limited and always changing. In an effort to replace equipment with the same make and model, Asurion and AT&T may use reconditioned equipment.

Why don’t you cover all of the accessories? (Extra capacity batteries, head sets)
The program was designed to cover standard phone and either one (1) leather case, one (1) vehicle power adaptor, or one (1) standard ear piece (Bluetooth® excluded) if it is part of a covered loss to the phone.

I wasn’t told there was a deductible. No one explained the Coverage Certificate to me?
The Coverage Certificate states there is a $50 or $125 nonrefundable deductible dependent on device. By agreeing to enroll in Wireless Phone Insurance and paying the monthly premium, you have agreed to the terms and conditions of coverage.

Will I receive a separate bill?
No, the premium charge is added onto your regular monthly AT&T billing statement.

Is my phone covered if I am clumsy and drop it and it breaks?
Yes, your phone is covered if it is accidentally damaged, including dropping it.

Can I file my replacement request after 60 days?
You must complete the replacement request within 60 days. Failure to do so will forfeit the replacement request process.

Do I need Wireless Phone Insurance since I already receive a 1-Year warranty?
AT&T’s Warranty Exchange program and Wireless Phone Insurance are different. Wireless Phone Insurance covers unintentional damage, lost or theft and mechanical and electrical failure after the manufacturer’s warranty expires. AT&T’s Warranty Exchange typically only covers malfunctions or defects up to a year.

How can I tell if I am being charged for the insurance premium?
You can look on your AT&T billing statement for the monthly premium charge.

Can I reactivate my phone if I find it after I reported it as lost? Can I return the replacement phone if I find my original phone later?
No, once your replacement request is approved, Asurion is unable to cancel, reverse or refund your deductible for any reason. The claimed phone becomes the property of the insurer once the claim is completed. Therefore if you should find your lost/stolen equipment, use the pre-paid return label that is included with your replacement equipment to return the phone. If you should need a new pre-paid return label, one can be requested at no charge.

Can you tell me how much money I owe for my phone bill?
We only have access to your Wireless Phone Insurance account information. You will need to speak with AT&T for any questions about your bill, calling plan, or how to operate your phone.

I really don’t like the replacement phone. Can I receive a different model?
The Coverage Certificate states that you may receive a comparable phone of like kind and quality. Therefore, we follow a replacement matrix that is developed by AT&T and Asurion, which provides you with either the exact same model or the most comparable model available in inventory.

Why was my insurance dropped?
We will cancel insurance coverage if you have had 2 replacement requests within any consecutive 12-month period.

How do I cancel Wireless Phone Insurance?
To cancel your coverage ask your AT&T Sales Representative or call AT&T Customer Care at 1-800-331-0500.

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