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Only the Primary Account Holder or an authorized user can file a claim. Claims must be reported within 90 days of the incident unless state law requires additional time.

 

File a claim

If you are experiencing hardship as a result of the current COVID-19 pandemic and your account becomes past due (including your device protection payments), contact us and we can help! 

Some states offer additional consumer protection regulations for device protection plans: 

  • Florida residents, go here for more information.
  • Montana residents, go here for more information.
  • Delaware residents, go here for more information.
 
Accidental damage, loss, and theft
 
  1. Make sure you have the following information ready:
    • Your mobile number
    • The make and model of your device
    • The date the incident occurred, including the last time you used the device.
    • Additional information may be required, such as:
  2. Log in to My T-Mobile.
  3. Select PHONE.
  4. If more than one phone is on your account, select the name/phone number from the drop-down menu connected to the device you're filing a claim for.
  5. Select File a claim or File damage claim or Report lost or stolen. A details window appears providing the next steps.
  6. Once you confirm the selection, you'll be redirected to the claims website at mytmoclaim.com.
  7. Ensure the mobile number is the correct one for the damaged, lost or stolen device. If it isn't, go to My T-Mobile and choose the correct mobile number from the drop-down menu and follow the steps above again.
  8. Follow the step-by-step directions on the Assurant website to file your claim.
  9. For more information about filing your claim or tracking your claim status, call Assurant at 1-866-866-6285.
 
Hardware service
 
  • Hardware service or mechanical breakdown/warranty claims are processed by T-Mobile if your device is malfunctioning due to a defect in materials or workmanship. Contact Us to request your replacement phone or device.
  • Other claims (accidental damage, loss, or theft) are processed by the claim center.

Cancel a claim or check claim status

  • If you find your phone and need to cancel your claim, contact the claim center below.
  • The claim center can answer questions about your claim status, deductible, or other claim-related concerns.

Assurant

If you don't see your device protection product, check out Asurion for further assistance:

Asurion

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