To file an AT&T Protect Advantage claim online, go to deviceprotection.phoneclaim.com/att, select “Start a Claim,” and enter the wireless number tied to the affected device.1Asurion. AT&T Claims You have 60 days from the date of the incident to report it, and the deductible is billed to your AT&T wireless account rather than charged at checkout. Most claims take under ten minutes once you have your device IMEI and incident details in front of you.
What to Have Ready Before You Start
Gathering a few things first keeps the portal from stalling and heads off the data mismatches that trigger denials:
- Your AT&T wireless number for the affected device.
- Your AT&T account login and the billing zip code on the account.
- The device IMEI, a 15-digit number you can find on the original box, in the device’s settings, or by dialing *#06# on a working phone. An incorrect IMEI is one of the fastest ways to get a claim rejected.
- The date of the incident and a short description of what happened.
- A police report for any theft or loss claim. You must notify the law enforcement agency with jurisdiction and get a report; Asurion can require the case number or a copy within 60 days of filing.2AT&T. AT&T Mobile Insurance Terms and Conditions
Confirm the device is actually enrolled in Protect Advantage before you start. You can check through your AT&T account or by calling customer service. Filing on an unenrolled device just wastes the trip through the portal.
Filing the Claim in the Portal
Once you’re at deviceprotection.phoneclaim.com/att and have selected “Start a Claim,” entering your wireless number pulls up your coverage and enrolled device. From there the flow is short:
- Pick the claim type: damage, loss, theft, or malfunction. Enter the date and a description of what happened.
- Verify the device details the portal displays, including make, model, and IMEI. Correct them if they don’t match.
- Review the summary screen. Inconsistencies between what you entered and what’s on your account are the most common reason claims stall, so check the IMEI and incident date carefully.
- Accept the deductible. The amount shown is non-refundable, and it goes on your AT&T wireless bill rather than requiring a payment method at checkout.3AT&T. AT&T Protect Advantage Program Details
- Submit. Save the claim ID and the confirmation shown on screen.
If you’d rather not file online, call Asurion at 888-562-8662 to file by phone.4AT&T. AT&T Protect Service Contract Asurion may request additional documentation at any point to verify the claim.1Asurion. AT&T Claims
What You’ll Pay by Device Tier
Every approved replacement claim carries a non-refundable deductible based on the device tier. Repairs, including screen and battery replacements, cost $0. Current replacement deductibles:5AT&T. AT&T Protect Advantage Program Changes
- Tier 1: $25
- Tier 2: $100
- Tier 3: $225
- Tier 4: $275
- Tier 5: $300
- Tier 6: $400
- Wi-Fi-only tablet: $199
Tier is determined by model, not the age or condition of the phone. The portal shows your exact deductible before you finalize the claim, and because the charge is added to your wireless bill, you won’t see it until your next billing cycle.3AT&T. AT&T Protect Advantage Program Details
When a Repair Is the Better Choice
If the only problem is a cracked screen or broken back glass, skip the replacement claim. Protect Advantage includes unlimited $0 screen and back glass repairs at more than 700 uBreakiFix by Asurion locations.6AT&T. Phone Insurance and Device Protection You keep your own device with your data intact, pay nothing, and the repair carries a one-year warranty.1Asurion. AT&T Claims Walk into a participating store or schedule through Asurion’s site. Eligibility depends on your model and parts availability, so call ahead if you have an uncommon phone.
What Happens After You Submit
Claims approved by 6:00 PM Eastern ship the same day and generally arrive the next business day. Same-day delivery is available in select areas for claims approved by 4:00 PM local time, and same-day pickup may be an option for claims approved by 5:00 PM local time.3AT&T. AT&T Protect Advantage Program Details
Replacement devices may be new or AT&T Certified Pre-Owned, meaning previously opened, refurbished, or remanufactured units of the same make and model, or a comparable device of similar quality if your exact model is unavailable.7AT&T. AT&T Protect Advantage Device Protection Plans
Track the claim with your claim ID at the Asurion portal. Status updates run from pending approval through processing, shipped, and delivered, and automated email and text notifications fire as the status changes. Once a replacement ships, carrier tracking appears in the portal. If Asurion needs more documentation, the portal flags the request and the claim pauses until you upload it. Check in if you don’t see an update within 24 hours of submitting.
Returning the Damaged Device
For damage and malfunction claims where you still have the old phone, Asurion requires you to ship it back in the prepaid mailer that comes with the replacement. Miss that step and you can be charged a non-return fee of up to $850, which is sized to cover the full cost of the replacement and will land on your wireless bill.8AT&T. AT&T Protect Service Contract for 4
The return deadline is spelled out in your claim documentation, typically 10 to 15 days from the date you receive the replacement, though some contract terms allow up to 30 days.9Asurion. How to Send in Your Damaged Phone After Receiving a Replacement Note the exact date your replacement arrives and don’t wait until the last day. Mail delays can push you past the window.
Turn Off Find My Before You Ship
Before the old phone goes in the mailer, remove it from Find My (iPhone) or any equivalent device-tracking feature. If Activation Lock is still enabled, Asurion cannot process the returned device, and you can be charged the non-return fee even though you mailed the phone back.10Asurion. Remove Your iPhone or iPad from Find My at iCloud.com
If the phone still turns on, open Settings and disable Find My directly. If it’s too damaged to use, sign in to iCloud.com, select the device, and remove it. Activation Lock lifts immediately when you do this online, though full removal from Find My takes up to 30 days. For an Apple Watch, erase and unpair it through the paired iPhone first, and remove the carrier plan on cellular models.
Also back up any data you want to keep, pull your SIM and any memory card, and factory-reset the device. The mailer has instructions, but Activation Lock is the step people skip.
If Your Claim Is Denied
Denials usually trace to one of three things: the device wasn’t enrolled when the incident happened, the IMEI didn’t match, or the incident description was inconsistent with account records. Call Asurion at 888-562-8662 to find out the specific reason and whether you can resubmit with corrected information.
For a formal dispute, your Protect Advantage terms include a process for sending a written Notice of Dispute to Asurion by mail. The address is in your plan’s terms and conditions, available at att.com/legal or in your enrollment paperwork. If that doesn’t resolve the issue, you can file a complaint with your state’s Department of Insurance, since the insurance portion of Protect Advantage is underwritten by a licensed insurance carrier subject to state regulation.