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Answers to FAQs


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Equipment Protection

General Information
  1. How do I replace my lost, accidentally damaged or stolen wireless device if I have equipment protection?
  2. I have Total Equipment Coverage or Extended Warranty - What do I do if my device has an electrical or mechanical malfunction or manufacturer’s defect?
  3. How do I replace my lost/stolen/damaged or malfunctioning wireless device if I am not enrolled in any of the Equipment Protection Programs?
  4. Does Verizon Wireless offer Total Equipment Coverage against lost/stolen/damaged and malfunctioning equipment?
  5. How quickly will I receive my replacement device?
General Information
  1. How do I replace my lost, accidentally damaged or stolen wireless device if I have equipment protection?
    If your device is lost, stolen or accidentally damaged (including liquid and physical damage), and you are enrolled in the Total Equipment Coverage or the Asurion Wireless Phone Protection program, file your insurance claim directly with Asurion.
    1. First - If your equipment is lost or stolen, sign in to My Verizon online, and choose the 'Suspend/Resume Service' link under Quick Links on the overview page.  You will then be guided through the steps to either Suspend or Resume your service.  [You can also dial (800) 922-0204 (from any phone) and complete this task via our Interactive Voice Response (IVR)].
    2. Next - you will need to file an insurance claim:
      • The fastest and easiest way to file is online at www.phoneclaim.com/verizon or through My Verizon.
      • Or you can contact Asurion Customer Care at (888) 881-2622.
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  2. I have Total Equipment Coverage or Extended Warranty - What do I do if my device has an electrical or mechanical malfunction or manufacturer’s defect?
    If you are enrolled in either the Total Equipment Coverage program or the Extended Warranty program, dial (866) 406-5154 (toll free from a landline phone) and we'll diagnose the issue with you right over the phone. If we cannot address the problem while you're on the line and the problem is caused by a manufacturing defect, we'll send you a remanufactured replacement device (either the same model or one of comparable quality) right to your door at no cost to you. You may also visit any Verizon Wireless store to diagnose and address the problem with your wireless device.
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  3. How do I replace my lost/stolen/damaged or malfunctioning wireless device if I am not enrolled in any of the Equipment Protection Programs?

    First - If your equipment is lost or stolen, sign in to My Verizon online, and choose the 'Suspend/Resume Service' link under Quick Links on the overview page.  You will then be guided through the steps to either Suspend or Resume your service.  [You can also dial (800) 922-0204 (from any phone) and complete this task via our Interactive Voice Response (IVR)].

    If you do not have Asurion’s Wireless Phone Protection or other Verizon Wireless program (Total Equipment Coverage, Extended Warranty), contact Verizon Wireless Customer Service or visit a Verizon Wireless retail store to evaluate the best options to replace your wireless device.

    Please review the instructions and additional options if your device is malfunctioning.

    Defective devices under the manufacturer’s warranty will be replaced for free with a certified like-new device.  Just contact Verizon Wireless at (866) 406-5154.

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  4. Does Verizon Wireless offer Total Equipment Coverage against lost/stolen/damaged and malfunctioning equipment?

    Yes, Total Equipment Coverage offers complete protection for your wireless equipment. It combines the benefits of Asurion’s Wireless Phone Protection with the Verizon Wireless Extended Warranty program. If your device or covered accessories are inoperable for any reason-lost, stolen, accidentally damaged, or malfunctioning-you are covered.  Verizon Wireless customers can only enroll in Total Equipment Coverage within 30 days of new account activation with new equipment or an upgrade with new equipment purchase.

    • Phones*
      • $5.99 per month per covered phone.
      • $39 non-refundable deductible per approved claim.
    • Advanced Devices*  
      • $7.99  per month per covered device.
      • $89 non-refundable deductible per approved claim.
    • For a list of equipment in the Phones and Advanced Devices programs, please visit Asurion's website or call Asurion at (888) 881-2622.

    *Effective 5/17/2009, with all new device activations and new device upgrades.  Until you upgrade to a new device, the existing monthly fee and deductibles remain in effect.

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  5. How quickly will I receive my replacement device?

    Under the Asurion Wireless Phone Protection program, upon completing your claim, Asurion will ship your device as follows:

    • Monday–Thursday Claims completed by 11:00 p.m. Eastern (8pm Pacific) will ship for next day delivery.
    • Friday Claims completed by 11:00 p.m. Eastern (8pm Pacific) will ship for Saturday or Monday delivery (customer preference).
    • Saturday Claims completed by 3:30 p.m. Eastern (12:30 pm Pacific) will ship for Monday delivery.
    • Sunday completed claims will be shipped for Tuesday delivery.

    Note: Next day/Saturday delivery may not be available in some locations.

    As part of the Verizon Wireless Extended Warranty Program, customers may receive their replacement device via a Verizon Wireless Store, or by calling (866) 406-5154.  With Total Equipment coverage, customers may receive the device overnight if not available in a Verizon Wireless Store.

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