Asurion Protection Plan FAQs (2024)

What is covered under the plan?

The following coverage starts on your date of purchase:

• Damage from drops and spills such as:
• Knocking your phone off your desk
• Spilling coffee on your phone
• Cracked screens
• Issues resulting from heat, dust, and humidity
• Damage resulting from power surge

Setup support is also included to help transfer your photos, videos, and contacts to your new phone.

The following coverage starts after the manufacturer warranty period:

• Defects in materials and workmanship
• Failures due to normal wear and tear such as:
• Internal part malfunction
• Unresponsive touch screen
• Loose charging port
• Camera failure
• Full battery power failure

What is not covered under the plan?

• Loss of your phone.
• Theft of your phone.
• Cosmetic damage unless the damage also causes your phone to stop working.
• Intentional damage such as throwing your phone.
• Products with altered or missing serial or IMEI numbers.
• Any damage or loss to data or the operating system, including damage or loss resulting from any repairs or replacement. Please be certain to back up your phone prior to service.
• Accessories or parts that do not come in the box with the product are not covered; for example, screen protectors or Bluetooth headsets.
• Software issues are not covered, but we are happy to help you with any questions during your new device setup call included with this plan.

What if I need help getting set up on my new phone?

Your plan includes a one-time support session to help set up your new phone—transfer contacts, photos, and videos. To get started, simply contact our tech experts at 844-233-9784 from 7 AM — 10 PM CST, 7 days a week

Does it have to be a new phone?

Your phone needs to be certified refurbished or new and purchased on Amazon.com.

Are unlocked phones covered?

Yes. Locked or unlocked, your phone will be covered as long as your plan is active.

Does the phone have to be purchased on Amazon.com?

Yes. The phone must be purchased on Amazon. Also, both the phone and protection plan must be purchased on the same date.

When does my coverage begin?

Coverage begins on the date of purchase, so you are never left unprotected.

How long will my plan cover my phone?

Your plan will cover your phone for up to 36 months, as long as you continue with the monthly subscription fee.

How does the manufacturer’s warranty work with my plan?

Your plan covers most failures not covered by the manufacturer. During the manufacturer’s warranty (typically 1 year), most issues are covered by the manufacturer—except for accidental damage and failure due to a power surge. Your protection plan covers accidental damage and power surge failures from day 1. When in doubt, please contact us and if your issue is covered by the manufacturer, we will help you reach out to them.

How do I file a claim?

You can complete your entire claim online – it’s the quickest and easiest way to get your phone back up and running. You may also call 866-551-5924 to file a claim with one of our Customer Service agents.

Is there a waiting period before I can file a claim?

There is no waiting period. A claim can be filed anytime after enrollment.

What do I need to file a claim?

You need your order receipt for the plan and your receipt for your phone. Tip: This information was emailed to you on the date of purchase and may also be found in your Amazon purchase history under “Your Orders”.

Is there a limit to the number of claims I can make?

No, but there is a limit to the total amount payable on claims for one phone. That limit is the replacement cost (not the purchase price) of your phone.

Is there anything I need to do to prepare my phone for service?

If applicable, please remove all batteries, SIM cards, and memory cards before placing the phone in the return envelope. Please also back up and unlock your phone. Asurion is not responsible for lost photos, contacts, or data.

How is the Service Fee determined?

Asurion will determine the quickest and easiest solution for you, based on your phone issue. A Service Fee may apply. See the Service Fee table below for details:

How and when will I be billed?

The credit card used to purchase the plan will be billed on the same date each month based on purchase date. For example, if you purchased the plan on Dec. 5th you will be billed on the 5th of each month for 36 months. Your credit card will be billed directly by Amazon, and will be listed as a charge from “Amazon Digital Services” on your credit card statement.

What if I need to change the credit card being billed each month?

Simply log in to your Amazon account and update the credit card under your memberships and subscriptions.

Can I cancel my plan?

Yes. You may cancel your plan anytime. If canceled within the first 30 days, you will receive a full refund. If canceled after 30 days, you will be refunded for the current month. Coverage ends on the date of cancellation–there is no time extension for claims filing after you cancel.

How do I cancel, if needed?

Please follow this link to cancel your plan.