Eligibility

What does the PHP Bundle and PHP Insurance plans cover, and am I eligible to file an insurance claim?

PHP Bundle and PHP Insurance plans cover loss, theft, and accidental damage.  You should file an insurance claim for any of these situations.

What is the difference between a warranty exchange and an insurance claim?

Warranty exchanges are processed by T-Mobile for device manufacturer defects such as software issues or malfunction.  Contact T-Mobile Customer Care to request a warranty exchange.

Insurance claims (loss, theft, damage equipment) are processed by Asurion. Visit www.phoneclaim.com/t-mobile to file an insurance claim.

How do I verify if I have a PHP feature on my account?

Log into My T-Mobile.

From the main page of My T-Mobile, you can look under (1) Your current plan and services or under (2) Services on this phone.

Filing / Canceling Claims

Who can file an insurance claim on my account?

The account holder or an authorized user on the account can file an insurance claim.

How do I file a claim online?

You can file an insurance claim online by visiting www.phoneclaim.com/t-mobile.

What information do I need to complete a claim?

You need the following information to file a claim:

• Make/model of the damaged, lost or stolen equipment
• Date the device was lost, stolen or damaged 
• Credit card number or bank account number for paying the deductible
• Shipping address for replacement

Is water damage covered?

Yes, all types of water damage are covered under the PHP Bundle and PHP Insurance.

When is a claims affidavit required?

An affidavit may be requested by Asurion when additional information is needed to process a claim. When requested to complete a claims affidavit form, you will need the following information:

• Copy of the sales receipt or bar code label from the original phone box with the IMEI number.
• Government issued ID (Driver’s License, Identification Card, Passport, Visa (green card or alien card), or Military ID).  The name on the ID must match the name of the person filing the claim.

The affidavit can be faxed to 1-866-502-3171 or sent via US mail to:

Asurion Attn: Review Team (T-Mobile)
P. O. Box 413886
Kansas City, MO 64141-3886

How do I get my claim ID number?

An e-mail notification will be sent to you containing your claim number. Please be sure to provide the Asurion Customer Service representative with a valid e-mail address.

What needs to be returned when a claim is filed?

For a damaged device, you will be required to return the device to T-Mobile immediately after receiving the replacement device.

All lost or stolen devices will be blocked from access to the T-Mobile network.  Devices claimed as lost and stolen will no longer function on the T-Mobile network.

How do I make  any changes to my claim or complete my claim?

Please visit www.phoneclaim.com/t-mobile to update your claim and/or complete it.  You can also contact Asurion at 1-866-268-7221 to make any updates or to complete your claim.

How do I check on the status of my claim?

Contact Asurion at 866-268-7221 to discuss your claim status.  You can also access your claim at www.phoneclaim.com/t-mobile by clicking My Claim.

Deductibles

What are my deductible payment options?

• Major credit/debit cards (Visa, MasterCard, or American Express)
• E-check (you need to have your bank account number, routing number and your driver’s license available)

Who do I call with questions on my deductible?

Review www.phoneclaim.com/t-mobile for answers to frequently asked questions or contact Asurion at 1-866-268-7221.

Can I change the handset replacement to reduce my deductible?

No. The insurance claim and the applicable deductible covers the device in use at the time of damage, loss, or theft.

Tracking / Where’s my phone

How can I track my replacement equipment order?

An e-mail notification including the claim number and a UPS tracking number will be sent. If you have access to the Internet, you can track your orders on the UPS web site with the UPS tracking number provided.

How do I check the status of a returned replacement?

Note the UPS tracking number on the prepaid shipping label. Track the status of the device to the return facility on www.ups.com.

Who do I contact if I returned my damaged or replacement device but have been charged a non-return fee?

Contact T-Mobile Customer Care for questions pertaining to non-return fees.

Replacement Condition

What do I do if I am not satisfied with the condition of my Insurance replacement?

• Contact T-Mobile Customer Care to troubleshoot the issue if the replacement is perceived to have manufacture defect or software malfunction.
• Contact Asurion at 1-866-268-7221 if the replacement device received is physically damaged or never arrived.