Answers to FAQs

Equipment Protection

1. How do I replace my lost, accidentally damaged or stolen wireless device if I have equipment protection?
2. 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 equipment?
5. How quickly will I receive my replacement device?

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 Asurion Wireless Phone Protection program or Total Equipment Coverage, file your insurance claim directly with Asurion.
   
   
   1. First - If your equipment is lost or stolen, call Verizon Wireless Customer Service immediately at (800) 922-0204 to suspend your service.
   2. Next - contact Asurion to file your insurance claim:
   • Asurion Website
   • Asurion Customer Service: (888) 881-2622.
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2. What do I do if my device has an electrical or mechanical malfunction or manufacturer’s defect?
   If you are enrolled in either the Extended Warranty or the Total Equipment Coverage 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 refurbished 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?
   If you do not have Asurion’s Wireless Phone Protection or any 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.
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4. Does Verizon Wireless offer Total Equipment Coverage against lost/stolen equipment?
   Yes, Total Equipment Coverage offers complete protection for your wireless equipment. It combines the benefits of Asurion’s Wireless Phone Protection with the discounted 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. Cost is $5.99 per month per covered device with a $50 non-refundable deductible for each completed insurance claim.
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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 8:00 p.m. Eastern will ship for next day delivery.
   • Friday Claims completed by 8:00 p.m. Eastern will ship for Saturday or Monday delivery (customer preference).
   • Saturday Claims completed by 3:30 p.m. Eastern 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. Devices are typically received in 2-3 days if not available in the Verizon Wireless store.

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