Find answers to commonly asked questions about Premium Handset Protection.
What does the PHP Bundle and PHP Insurance (NY Only) plans cover, and am I eligible to file an insurance claim?
PHP Bundle and PHP Insurance (NY Only) plans cover loss, theft, and accidental damage. You should file an insurance claim for any of these situations.
What is the difference between 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 Assurant Solutions. Visit myPHPinfo.com to file an insurance claim.
Filing a Claim/Canceling a Claim
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 myPHPinfo.com.
What information do I need to complete a claim?
You need the following information to file a claim:
- Wireless number of subscriber filing the claim
- Insured phone make and model
- Description of what happened and when (date of incident)
- Payment options for deductible
Is water damage covered?
Yes, all types of water damage are covered under the PHP Bundle and PHP Insurance (NY Only).
How do I get my claim ID number?
An email notification will be sent to you containing your claim number. Please be sure to provide the Assurant Solutions Customer Service representative with a valid email address.
What needs to be returned when a claim is filed?
For a damaged device, you'll 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 changes to my claim or complete my claim?
Please visit myPHPinfo.com to update your claim and/or complete it. You can also contact Assurant Solutions at 1-866-866-6285 to make any updates or to complete your claim.
How do I check on the status of my claim?
Contact Assurant Solutions at 1-866-866-6285 to discuss your claim status. You can also access your claim at myPHPinfo.com.
What are my deductible payment options?
- Credit card or debit card: You can use Visa, MasterCard, or American Express.
- E-check: You need to have your bank account number, routing number, and your driver’s license available to set this up.
Who do I call with questions on my deductible?
Review myPHPinfo.com for answers to frequently asked questions or contact Assurant Solutions by calling 1-866-866-6285.
Tracking: Where's My Phone?
How can I track my replacement equipment order?
An email notification – including the claim number and a UPS tracking number – will be sent to you. You can track your orders on www.ups.com 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. You can track the status of the device 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.
What do I do if I'm not satisfied with the condition of my replacement device?
- Contact T-Mobile Customer Care to troubleshoot the issue if the replacement device is perceived to have a manufacture defect or software malfunction.
- Contact Assurant Solutions at 1-866-866-6285 if the replacement device received is physically damaged or never arrived.